Matthew Bunting Email and Phone Number

Senior member of the BI team, I work with all areas of the business and I've been responsible for ensuring the growth of our previously non-existent team. We’ve done this by implementing a well-planned strategy incorporating various forms of BI and analytics. Responsible for managing the workload of the team and building lasting relationships throughout the business to ensure we’re in the best position to deliver sustainable and efficient solutions.Create and manage an array of Business Intelligence solutions including SSRS, SSAS and Power BI giving the business timely and efficient access to data to help them make conscious data driven decisions for the benefit of the business.

Adaptable Data Analyst responsible for managing several of my own work streams, and one for my whole team. Tasked with Data Modelling and creating accurate BI and MI in a fast moving, ever changing environment. Great communicator, who builds strong relationships within the business in order to promote best working practises and continuous improvement.• Deliver accurate and timely BI and MI for varying business areas including Finance, Underwriting, Marketing, Audit, Research, Sales and Customer Services• Act as the conduit between a busy, multi-functional IT team and the rest of the business to ascertain their BI or MI requirements, then convert into a full specification• Working with a team of developers to create effective reports from these specifications in an agile or waterfall manner, acting as the product owner for these requests• Review current processes within business units with a view to building improvement plans and influencing teams to move to best working practises• Ownership of a data dictionary in MEGA by reverse Engineering Models of current reports and creating relational diagrams• Effectively manage work streams coming from the business to our team through JIRA Boards, utilising both Kanban and Scrum • Identify “quick wins” and deliver BI and MI solutions using different tools, such as; MS Excel, MS Access, Oracle SQL and SSRS• Utilising Sales data to create accurate commission payments for our sales teams within tight payroll deadlines, adhering to the specific payment structure for each sales channel• Acted as a Data Steward representing IT on the Data Management Steering Group, tasked with ensuring the quality of data produced and stored within our team is kept to the expected high standards• Using continuous improvement deliver at least one enhancement per quarter to improve my own tool and skill setCreating user friendly MI Dashboards for varying business areas so they can track trends and make informed business decisions

My role was to ensure we have the correct number of appropriately skilled people within the Virtual Contact Centre, during our hours of business. This enables the delivery of the highest standards of service to our customers.• Deliver effective monthly / yearly resource plans for Customer Service ensuring service levels and productivity targets are achieved• Generate comprehensive management information to support the ongoing resource management of the Customer Service Department. (I created an MI Suite in MS Excel which is used to help communicate performance to key stakeholders)• Developed and maintained a robust process and system capability (Manual Work Force Management System) that allows us to plan efficiently• Recommend and assist in the planning of Customer Service recruitment, overtime and shift changes within the Customer Service budget.• Highlighted periods of reduced / increased activity, translating this data into fit for purpose operational plans (schedules)• Demonstrated trend analysis, to identify risks which would affect the delivery of business objectives and Key Risk Indicators (KRI’s) • Responsible for forecasting future resource requirements based on attrition and skills availability to make sure that headcount and productivity are at optimum operational efficiency• Complete intraday planning to ensure we were able to react to an ever-changing and volatile workload• Regularly reviewed advisor adherence to schedules, ensuring we were working as efficiently as possible• Owned and update the business continuity plans for Customer Service, working closely with Business Continuity manager • Plan ahead and act on insight and feedback/ review current processes to improve ways of working. Aligning operational management, project teams, training and recruitment to work as efficiently as possible across Customer Service

• Ensured that all new clients were successfully and correctly enrolled onto our system within our designated service level agreement• Handled any customer queries in a timely and efficient manner whilst ensuring that the customer receives the highest levels of customer service in line with our company values• Completing all customer requests and communicating this back to our customers either by telephone, email or letter• I collated and reported on all the management information for my business area, including how we are performing against our key performance indicators, this was something previously dealt with outside of our business area until I was able to improve the current MI and it's efficiency• “Deputy” which meant in the absence of the Team Leader I took ownership of the day to day running of the team and deal with any issues that may arise• I delegated the workload to the team members from the varying work streams• As a training champion of the team I was tasked with ensuring my knowledge of all of our systems and processes and be prepared to train, coach and mentor to ensure that my team were capable to do their job to the best of their ability• Tasked with Process Improvement in which I needed to review current processes and look for ways to streamline them to ensure they are as efficient and as beneficial to our customers as possible

•Within this managerial role I was charged with running the store and the staff•I had to ensure that I managed the staff at all time this included setting stretch targets for them to achieve, delegating work to them and ensuring they completed these tasks, keeping their moral up and motivating them to hit sales targets•In this role I was also responsible for achieving sales targets and staying within budget for overhead costs •I also had to arrange the store to fit within trends of customers•At all times I had to achieve a high standard of customer service•I was tasked with cashing up the tills, opening and closing the store and store security