Kate Kinney Email and Phone Number

Using the MIS and analytical platform to produce meaningful reports and dashboards for various stakeholders to provide insight into academic progress, student behaviours and attendance, in a holistic and easy to understand visual. Importing and maintaining the timetable and academic year setup. Admitting new cohorts and creating insightful information for relevent parties. Maintaining all aspects of the MIS and analytical platforms.

In my role as Data Analyst at SHS, I developed and maintained complex analysis for key stakeholders by cohorts, such as year group, attainment and many others, along with producing a range of dashboards and reports for specialists and non-specialists. Data is the driving force of most things that happen within the school. Interpreting data from governing bodies, to aid in accurate forecasts for student targets and the many targets that the school have to produce and perform against to raise the standards of progress. Supply the Senior Leadership Team with analysis to support them in subject reviews, teacher performance and faculty performance. Create measures to identify and enhance the schools progress by dicing up data in to various groups to determine outliers and clear focus areas. Providing comparative data to highlight and monitor the learning gap between vulnerable and mainstream students so individuals affected can be identified at an early stage and be given the necessary support. Maintain the MIS (SIMS) and BI (Sisra Analytics and 4Matrix) platforms, uploading and assessing data sets after each collection. Use the MIS to create bespoke reports and profiles which are sent home to parents, which include RAG rated information about their child's predicted grade, working at grade, their attitude and teacher and tutor comments and targets. The information is pulled together from marksheets and templates which I have constructed to create an informative and unique profile of each student. Producing detailed and accurate analysis of summer exam results to various interested parties. Safeguard the welfare of students and other vulnerable people that I come into contact with.

I was responsible for Workforce Management within a 100 seat contact centre without a WFM system. This included looking after all aspects of absence management, including managing holidays and sickness, highlighting any trends/patterns to Team Managers and ensuring that individuals were managed to policy. The Contact Centre deals with Phone calls, Emails, Live Agent Chat, Social Media and Warranty Validation; I ensured the right resource was managed to the right areas, taking into consideration SLA agreements. With so many contact channels it was imperative to have accurate and effective data, therefore leading me to create and automate several spreadsheets including an Attendance Tracker, Balance Score Cards and Adherence Reports along with presentations for contact analysis; using this to make informed decisions about planning resource, rotas and recruitment. To assist in accelerating the Contact Centre into the award winning centre that it is and to compete with industry standard SLA’s I created resource calculators and SLA calculators, using Erlang as a base. I am proficient in the use of globally recognised platforms such as Salesforce, New Voice Media and Qlikview along with Excel, Word and PowerPoint which is essential to the role.

The Team Manager role consisted of managing a team of 12+ agents in the day to day management including coaching, mentoring, supporting individuals to achieve their targets in their Balance Scorecard. Managing employee’s attendance and adherence to HR policies and procedures. My team was one of the most highly engaged and motivated team in the contact centre.

The Customer Service Advisor role consisted of taking inbound contacts from multiple channels, such as phone, email, social media, chat and post handling various enquiries from product information, to sales and complaints. I aimed for high First Contact Resolution on all calls, consistently meeting all company KPI’s, including AHT, quality and sales. I was then able to share Best Practise with my colleagues and trained many new starters.

ACT provided IT courses online, a prospect would register their interest online and as part of my role I would call potential candidates selling them the benefits of a particular course. I managed the adequate spread of appointments across the UK to all field based sales advisors fairly, along with managing their work schedules, holiday allocation and scheduling face to face meetings. I worked with a number of internal sales teams ensuring any cancellations were dealt with timely and followed up with an email. I created a log of all cancellations to show the reasoning and trends behind them which helped when prioritising diaries going forward. On a weekly basis I sent reports to senior managers with feedback on appointments, courses taken up and any potential risks.

Working from home, I would receive inbound telephone contacts from customers interested in booking holidays and needing to cross and up sell on extras. I had high levels of self-motivation and resilience, making sure I managed my own time well, being patient with customers who needed help and guidance in making decisions whilst ensuring I hit my sales target every month. I enjoyed this job as I spoke with many people from many different parts of the country.

CCSES was a large debt collection company with contracts with several Magistrates courts and councils around the country. When a defaulter had not been able to make payment to clients, the case would be passed to CCSES to arrange the collection of payment, or in some cases, removal of goods to cover the cost of the debt. My duties were to keep the clients informed of every action that was taken on the defaulter, whether it was non-payment of arrangement, payment on arrangement, removal of goods, or no contact. Each week I would collect warrants for the cases that had successfully been closed and send them back to the client with a full report, while checking for any mistakes and doing a pre run of the reports. Any mistakes on the report or on the individual needs of the client would have been a cost to the company. Further administrative tasks were proofing and updating the bailiff reports, ensuring that the correct charges or payments had been made.

My role was to sell short and long haul flights and travel packages while trying to up and cross sell extras such as travel insurance, car hire, car parking, attraction tickets, airport lounges and transfers. I continued to provide outstanding customer service and building an excellent rapport with each customer. During my time here I completed a Train the Trainer course and went on to be fully responsible for all training aspects within the call centre. I created and rolled out a successful two week training package to all new recruits.

My role as a YTS was to learn the values of the company and sell our products using product knowledge and company confidence. Appearance, the need to remain calm under pressure and offering excellent customer service whilst meeting all of the customers’ requests was essential within this customer facing role. Preparation of the window displays, brochure stands, keeping the office clean, tidy and presentable along with learning in the Foreign Exchange Bureau were also key tasks within my role.