Lloyd Coles Email & Phone Number

Remote

Manchester & Remote

Cardiff, Wales

- Building strong working relationships to work collaboratively with senior stakeholders- Influencing senior stakeholders through strong verbal and written communication- Turning complex messages into simple, actionable information that are used to improve ways of working- Interrogating large data sets from multiple sources to create the right story for the right audience- Completely customer focussed in every task, as well as having a cost effective approach.

- Supported implantation of call recording and speech analytics software to fit a complex business structure- Delivered training to groups of 10-12 senior stakeholders on how to use the software effectively- Developed language models to analyse customer and colleague conversations- Interrogated large data sets through the speech analytics system, producing reports to communicate back to senior stakeholders suggesting cost effective improvements to improve practises.- Supervising… Show more - Supported implantation of call recording and speech analytics software to fit a complex business structure- Delivered training to groups of 10-12 senior stakeholders on how to use the software effectively- Developed language models to analyse customer and colleague conversations- Interrogated large data sets through the speech analytics system, producing reports to communicate back to senior stakeholders suggesting cost effective improvements to improve practises.- Supervising teams of 10-12 across two weeks during initial roll out of the system Show less

- Producing statistical performance reports for board level stakeholders- Managing and reporting on property development queries, engaging with external property stakeholders to ensure visibility of key issues effecting customers were resolved quickly and efficiently.- Engaging with the wider internal operation, helping to rive process improvements and a productive working environment to make things better for colleagues.

- Supporting customers with step by step assistance to resolve complex technical queries for products such as:o Apple Products including Ipods, Ipads and IPhoneo Large TVs, Tablets, Computer Hardware including printers. - Engaging with 3rd parties to arrange product repairs on behalf of the customer