Mark Williamson Email & Phone Number

Southport, Merseyside, United Kingdom

Deployment and support of Microsoft Project Online and Microsoft Power BI

Port Sunlight

Microsoft Project Online & Excel/Power BI reporting SME

Port Sunlight

MS Excel report creation, maintenance and administration using data from Clarity PPM. Initial design of Business Objects reports and testing of builds returned from third party supplier. Working in a global team, with colleagues in USA, Brazil, Hungary and India via teleconference, Live Meeting and Video Conference.• Full audit of existing reports and their usage, retirement of unused reports to improve efficiency of impact analysis process when changing reporting data.• Automation of key processes using VBA, including report population, reformatting and transposing data from input templates to a form suitable for direct data loading to Clarity.• SME for MS Excel.

Manchester

Forecasting call volume into Mortgage Sales, servicing and Business Banking sales areas, using retail plans and historical data to provide overall staffing requirement to drive scheduling and recruitment decisions in these areas. Working with marketing and product teams to inform and influence their decisions regarding marketing campaigns and other customer mailings, to ensure these are built into forecast, and that they take place when business areas are best able to support them. Working closely with real-time team to analyse performance and make improvements to forecast based on observed intra-day performance.

Manchester

Scheduling of resource using Aspect EWFM before handover to real time team one week in advance, to meet core planning principle of right number of advisors, with right skills at right time. Initially focused on sales areas (~200FTE across 5 business areas), then moving to working on Banking Customer Service following restructure of planning function (~400 FTE, 2 sites, 24/7 operation). Administration of Aspect EWFM Empower advisor self-service module.• Led integration of Britannia Mortgage Sales into centralized Scheduling function – completed transfer of schedules to Aspect EWFM from original, QMAX workforce management system, then completed comprehensive shift review to identify opportunities to improve staff coverage and reduce cost due to unnecessary overtime working.• Provision of ad-hoc analysis to support work with Vanguard consultancy within banking operations and quantify current effect on business in terms of shrinkage and AHT.• Designed new holiday audit process, created new reports used by business to manage and drive individual advisor holiday uptake. Produced analysis to quantify effect of new process.

Manchester

Reporting and advice on Supply to colleagues and key stakeholders to resolve issues and to facilitate the effective operation of the business in relation to FTE planning, shrinkage principles, organisation design and shift patterns.• Automation of reports using VBA to save time and improve accuracy over existing manual processes.• Created supply management shrinkage forecasting model.• Produced new insight analysis on productivity of temporary staff compared to permanent staff based on data from workflow manager.

Manchester, United Kingdom

Medium to short range analytical support for General Insurance claims including workload forecasting, shift design, impact assessment of business-led and RP-led initiatives. This role was mainly focused on the newly-created Customer Response Team area.• Pioneered use of SAP claims management data taken directly from database tables rather than via SAP’s GUI for measurement and tracking of CRT business information in Excel, specifically volumes, productivity and service level.• Created Customer Response Team intraday forecasting model using Excel giving intraday staffing requirement from first notification of loss weekly volume, AHT, and right party contact rate. • Impact assessment and compliance analysis using data from Avaya ACD, SAP and additional ad-hoc sources to identify and implement suggestions for improvement.• Use of SAP data to impact assess ongoing weather events (flooding, windstorms etc) to assess both cost and resource impact of events as they progressed, and to influence resourcing discussions with GI Claims leadership team.

Manchester

Scheduling inbound, outbound and manual workloads using Aspect EWFM software based on an intra-day call forecast. Real-time inbound and outbound (using Kingston Dialler software) call monitoring and assignment of manual work in a mixed telephony and processing environment. • MI production and scheduling support for project moving claims first notification into GI Servicing and creation of Customer Response Team in Claims.