Matthew Baxter Email & Phone Number

Wakefield, Gb

Leeds, England, United Kingdom

I lead a team to identify optimisation opportunities and to bring to life customer journeys that drive contact and friction to help optimise the operation at all touchpoints. We collaboratively leverage datasets that encompass Speech Analytics, Text Analytics, Voice of the Customer Surveys, Transactional Data, and more. Employing tools such as SQL, Power BI, Python, and others, we extract valuable insights to drive informed decisions and meaningful improvements.

Leeds, West Yorkshire, United Kingdom

Leeds, West Yorkshire, United Kingdom

Identifying and investigating issues to apply the principles of continuous improvement in a measured and definable way to processes, operations and systems using agile methodologies. Utilising vast quantities of data from various systems (Salesforce, Oracle SQL databases, SAP Business Objects, Adobe Analytics and More) in order to successfully deliver change to various departments (but primarily contact centre, risk and responsibility and complaints) including FTE reductions, improved… Show more Identifying and investigating issues to apply the principles of continuous improvement in a measured and definable way to processes, operations and systems using agile methodologies. Utilising vast quantities of data from various systems (Salesforce, Oracle SQL databases, SAP Business Objects, Adobe Analytics and More) in order to successfully deliver change to various departments (but primarily contact centre, risk and responsibility and complaints) including FTE reductions, improved contact deflection rates and more. Show less

Leeds, West Yorkshire, United Kingdom

Managing incoming chat, call and email traffic while balancing available staff resources. identifying contact trends in order to take the appropriate action to stem contacts. Real time reporting and data analysis. Working closely with stakeholders from the Resource and Planning team as well as those in departmental and senior leadership to plan for event and incident driven contact fluctuations in a fast faced environment.

Leeds

Managing 200 + phone lines and thousands of staff in Real Time to deliver balanced service levels. Liaising with Stakeholders at all levels of the company and make decisions in real time that can impact thousands of staff and ten's of thousands of customers each day. I was provided with a high level of autonomy and given the freedom to initiate and manage my own projects as well as participate in many others. I lead the transition of a major departments (Sales Operations) real… Show more Managing 200 + phone lines and thousands of staff in Real Time to deliver balanced service levels. Liaising with Stakeholders at all levels of the company and make decisions in real time that can impact thousands of staff and ten's of thousands of customers each day. I was provided with a high level of autonomy and given the freedom to initiate and manage my own projects as well as participate in many others. I lead the transition of a major departments (Sales Operations) real time resource function from an in-house self governed team to be part of the larger more efficient BG residential Real Time team. I also supervised the Digital department (The only true Omni channel department) from a resouce perspective. Initiating root cause studies and executing my own findings with a new rota which improved productivity and reduced inefficiencies.A major part of the role was our relationship with our outsource partners and inhouse stakeholders . I frequently hosted a conference call attended by outsource partners as well as operational leads of inhouse departments where i would challenge on past performance as well highlight upcoming issues. As a team we also played a role in the management of workflow and complaints volumes and ensuring all available resource was utilised effectively. Show less

Leeds

Handling high level complaints in order to reach an acceptable resolution for customers and company alike. I also had the opportunity to run several projects including a root cause analysis study regarding repeat complaints and the factors which drove these.I was a member of the first dedicated web chat complaints team within British Gas and lead a number of projects, the findings of which has helped shape the larger team it is today.

Leeds