Marvin Grinion Email & Phone Number

London, United Kingdom

• Managed forecasting and scheduling of staffing handling inbound and outbound contacts in multiple channels and skills.
• Responsible for highlighting performance trends of summer 2019 operation by recommending to management reduction of headcount based on run-rate that resulted in operational efficiency and a cost-saving of 50k over a.
• Managed the continuous improvement process of management information reports and tools resulting in the improvement in data consistency, accuracy and workload efficiency.
• Created and implemented the Weekly Resource Planning and Outlook to highlight projected impact on service delivery based on campaign, promotion or any operational activities which resulted in improved real time.
• Devised the Real-Time Reaction Plan with the focus of streamlining real time management, which resulted in improved operational efficiency and consistency.

Thames Ditton, Survey, United Kingdom

• Managed the progress of key project deliverables and critical dependencies across multiple project types including providing strategic and tactical reporting to key stakeholders.
• Collaborated with existing or potential stakeholders to determine their needs and to develop plans for continuous improvement within call centre.
• Performed multiple data modelling, data interpretations, root cause analysis and solution identification that provided senior management and geographic business owners with insightful information essential to strategic.
• Created, developed, implemented and managed department reporting tools in the operational, productivity and financial areas including a Time-Series Forecasting Tool that provided senior management with projected data.
• Delivered a 700% efficiency improvement and a +85% work effort hours reduction by conceptualising, creating, developing and project leading the implementation of the user-friendly KPI Revenue Tool to replace an.
• Conceptualised, designed and project led the implementation of the KPI Scorecard Dashboard resulting in reduced production lead time for the Business Insight Specialist by +60% and provided Senior Management with.

Thames Ditton, Survey, United Kingdom

• Planned and contributed to automation requirements across all reporting portfolio that improved quality output and reduced Project Associates’ overall lead time on complex projects administration by +30% (+50.
• Performed multiple ‘User Acceptance Testings’ and coordinated with Automation specialists.
• Created and implemented the Quality Control Error Log Report for departmental auditing of errors and providing key information for ‘Knowledge-Gap Training’.
• Successfully prepared and delivered multiple training sessions to stakeholders and ensured all updates were clearly articulated as part of the handover to team members.

Thames Ditton, Survey, United Kingdom

• Administrated online and offline solutions across multiple platforms, including generation of standard and customised reports.
• Responded to all incoming enquiries in line with Service Level Agreements, aiming for first time resolution
• Communicated and collaborated with relevant internal, local or remote functions to resolve member issues and improve service execution.
• Conceptualised, project led and implemented the successful implementation of multiple customized Excel tools essential to the team’s daily project tasks resulting in over +66% (+50hours/week) reduction in work efforts.
• Drove increase in quality output and uniformity of performance through creating and managing several Standard Operating Procedures for solutions and customised tools administration.
• Drove learning and development through successful delivery of multiple training sessions to various levels of stakeholders for aforementioned bespoke tools utilization.

Jamaica

• Performed real-time management of the centre’s SLA performance that included but not limited to effective shrinkage management and on-going analysis and reporting for all inbound contact types (Phone, Email and Chat).
• Reduced communication lead-time to stakeholders by 50% by establishing and developing the Standard Communication Verbatim tool.
• Led project and successfully implemented the Real-Time/resource management expansion to both the Berlin and Tunis Centres resulting in a 30% increase in support to a total +700 production floor staff.
• Made several contributions to enhance the team value add, by leading survey initiatives, creating Standard Operation Procedure documents, creating the Paid Time Off Service Level Agreement Dashboard and creating the.
• Introduced and successfully instituted the Daily Variance Review meeting between the Workforce Management team and Operation team which helped to collaborate with Operations /HR teams in Capacity Planning efforts.
• Drove the effort around the Workforce Management rebranding, including logo creation and sourcing customized apparels. In addition, played a significant role in helping to build team morale and camaraderie.

Jamaica

• Responded to customers’ inquiries through various channels (telephone, chat and email) in a courteous and professional manner.
• Recognized for accomplishing Customer Satisfaction score of 100% for three (3) consecutive months.
• Successfully acquired the WFM associate role through the matriculation of the WFM Internship Program.
• Demonstrated leadership skill through leading team colleagues to better understanding business policy changes which helps them to adapt in a timelier manner.

Bachelor'S Degree, Mathematics And Economics

Certification, Workforce Planning And Management Mastery