Jonathan Markt Email & Phone Number

Martlesham, Gb

United Kingdom

United Kingdom

Ipswich, United Kingdom

Birmingham, United Kingdom

Recruited as a Senior Resource Planner, I also took responsibility for the production of MI. In this role, I centralised and automated all business and contact centre data reporting within the organisation.The output from this transition, taking excel-based reports to a SQL / MySQL data framework, vastly increased the output of the team and the department, which led to the team gaining greater responsibility for the output of the information.From the resource planning side, I was responsible for setting up the work rules, making the WFM system (Teleopti) perform to its peak performance, by simplifying optimisation rules and managing a team of 2 resource planners to ensure the day-to-day running of the contact centres.

Coventry, United Kingdom

The professional planning forum is an independent industry body that has aimed to professionalise Resource Planning within the UK and beyond. The Forum has trained hundreds of resource planners to be more effective in their roles and to gain traction within their organisations.In addition, the Forum facilitate communication by industry professionals, through their seminars and conferences. This has allowed for a great sharing of ideas in resource planning that has taken the UK planning industry to be the world leader.

Coventry, United Kingdom

cahoot was set up as the internet banking division of Abbey National (Santander) and went live in 2000. The brand was in direct competition with many of the other online banks of the day. (For the sake of nostalgia, they all had funny names, such as Egg and Smile). Whilst in the inflationary stage of the the dotcom bubble, little was understood about customer requirements in the new digital marketplace.As a result of market naivety, cahoot's target market was missed and this required a sea-change in the implementation of a contact centre. We set up one of the pioneering multi-channel contact centres, where over 50% of the traffic was non-phone.Cahoot continued to grow market share and was an exciting and vibrant place to work, with a dynamic attitude to making changes and improving service, customer and agent satisfaction and increasing efficiency. This included the ability to add and remove queues and scripts to the ACD, build reporting systems with managerial sign off and creating a web interface to our Aspect (TCS) workforce management system that was not being offered by any of the mainstream providers.A blast from the past...http://news.bbc.co.uk/1/hi/business/787267.stm

2.1 Hons, Human Anatomy And Cell Biology

Human Anatomy and Cell Biology

Education record