Michael Harrison Email & Phone Number

Skelmersdale, Gb

Skelmersdale, England, United Kingdom

• Conducted quality checks on UK analysts to help monitor standards and improve quality. Quality checks also take place for our licensees based around the globe.• Took part in annual audits on licensees to ensure they are carrying out their roles in accordance with service standards.• Provided analysis on previous tickets raised and weekly work completion from the team using Excel pivot charts to pick out trends and recommending solutions.• Populated an Excel based schedule that allows people to know what their work will be for the upcoming week. This allows the team to plan the week and ensures that no task is missed.• Recently took part in the testing of the 4.1 version of an app for licensee. After receiving instructions from the software tester, I compiled numerous examples of lots of different situations so we could see how the new app reacted.• Requested many new apps from Development via project storyboards and tested them out including:o High scores – app to gather examples with highest specific scores.o Excluded Data app – for licence who wanted extra sections added to the existing app to make it usable for them.• Created processes and guides whenever necessary to ensure that we always met our SLAs.• Created refresher training materials and delivered training to help fill gaps in knowledge.• Obtained correct site numbers for licensees for Accounts to ensure licensees were charged correct fees.• Created efficiencies in our system by carrying out specialist tasks - the aim for these was to make work quicker and make it as valid as possible.• Ensured the best customer service by ensuring customers get what they want out of the system whether this is specialised reports, recalibrations, or a streamlined monitoring service.• Took part in various ad-hoc projects either aiming to improve quality or improve our service and the service we provide to the licensees.• Took part in licensee calls and helped with whatever issues I encountered.

Skelmersdale, England, United Kingdom

• Made use of a specialist system, analysing hourly and daily data on fuel sites across the UK and in Thailand. The data can then be analysed in chart format and compared to data from other sites sharing similar characteristics.• Consulted with customers to ensure their data was correct via phone calls and emails.• Arranged and directed investigatory action if required. Communicated with engineers where possible to help get to the root of poor performance.• Trained in various specialist tasks and I used these specialist tasks to ensure work was as efficient as possible.• Managed various projects at manager's discretion. These projects helped to create efficiencies and make our work as valid as it could be.• Helped new analysts when they joined the team so that they could quickly adapt to the job role.