Mark Gelder Email and Phone Number

• Architect of infrastructure for new planning database covering planning of 16,000 staff including schemas, stored procedures and functions.• Implemented a data driven process to allow multi-skilling, identifying 1000 different product combinations, of telephony agents dynamically to replace an extremely laborious process in Excel which was flawed and time consuming.• Kept senior stakeholders, including our Director, engaged and involved during the project, addressing their concerns and making sure their needs were met.• Ensured data fidelity and quality were highly accurate, especially with reporting matching parallel databases and reporting.

• Created a forecast model utilising SQL, where the status quo was Excel, to predict upwards of a quarter of a million customer complaints a year.• Produced a stunning suite of Power BI reports revolutionising the way stakeholders interact with their MI.• Developed new FOS reporting for over 100 colleagues from using SQL which was very well received and allowed invaluable Insight to drive performance in this government regulated area.• Created a forecasting model which was able to predict numbers of unanswered complaints by assigning each one a prioritisation level of which there were circa 100. This was crucial in reducing the number of complaints from 30k to 10k after the first C19 lockdown.• Overhauled existing reporting and model metric input from ad-hoc, anachronistic methods to repeatable ones using SQL.

Designed and created all forecast and capacity models for Lloyds Banking GroupCustomer Services providing highly accurate numbers for over 500 workstreams.Lead Senior Analyst ultimately in charge of producing detailed volumetric data todrive the annual budget of over £50m.Saved team of 7 colleagues around £80k annually through automation oflaborious reports using a variety of advanced techniques including SQL andmacros.Fully designed and implemented a model from the ground up to deal withburgeoning work backlogs which is now the central part of driving operationalperformance.Trusted colleague who works with colleagues from all over the bank at differentlevels providing vital data to ensure the customer is at the heart of all decisions.Designed impact analysis process to ascertain the volume impact of newbusiness/change into the bank and therefore the FTE impact to providerecommendation for recruitment levels.Took key role in looking at the FTE impact of the BoE base rate changesdesigning a model to see the short to medium term staffing impact.

Lead role in building a large business area of 1500 staff onto i360, a workforcemanagement and performance tool.Consolidated 10, disparate and unreliable forecasting models into 1 consistentcentral model which improved accuracy by over 5%.Key role in preparing and delivering quarterly budgets • of over £50m.Implemented a new monthly sign off process for capacity and performance plansto 4 senior operation managers in charge of around 300 staff each.Delivered a complex monthly performance report to the business area director.

Maintained performance of over 500 telephony agents to world class standards.Chaired daily performance calls with senior managers.Senior member of the team, driving change and increasing performance.Highly skilled in workforce management tools including Totalview and Qmax.

Worked on the telephones for Collections and case manged vulnerable customers.