I am a highly motivated manager with several years’ experience managing a reporting and resource planning team. Over the last 5 years I have managed reporting for Home Group with a team of 5 – 15 analysts all with varying abilities across many different technologies, from Oracle (OBIEE/APEX) and Microsoft (Power BI/Excel/SQL) as well as bespoke/out of the box reporting within source systems and other reporting tools.I have developed a strategy for Home Group to align all the reports into one output tool and to all of our data in one repository giving a consistent approach for our colleagues and customers, over the last few years the underpinning technologies have changed due to market changes and internal strategy changes however I have continued to drive the overarching goal forward and adapted accordingly.Solutions are one of my main strengths, no matter what the problem I strive to find the most suitable solution ensuring I keep an eye on colleague ability, training needs and well being as well as managing budgets and business expectations. I am a brilliant communicator and stakeholder manager, delivering relevant information in the most appropriate channel available so all parties are up to date with any impacting factors which may impact their roles or deliverables.Within the last 6 years I have been responsible for delivering our key regulatory reporting, gathering data from around the business and multiple source systems, collating the online forms ensuring the data is 100% accurate. I work with senior management to walk them through the full report highlighting any elements they need to be aware of with explanations also demonstrating our regulatory requirements, when completed and I gain business sign off for the return this is uploaded to the regulator. I pride myself on the quality of the upload which is completed each year as we have to deliver over 20,000 different data points in the return and takes over 2 months to complete.

To guide and influence a technical team of Management Information (MI) Analysts in order to deliver reporting and solutions for the business within given timescales whilst adhering to strict QA processes. Manage expectations with stakeholders while creating and developing realistic timescales, utilising the skills of the team and stakeholders to deliver results.Utilise personal skills and expertise to develop and coach the team in line with Home Group values into a respected and trusted element of the organisation driving change and value for money through accurate reporting and meaningful recommendations.Substantial experience in using, configuring and reporting from contact centre workforce management and call management software, including Blue Pumpkin and Avaya CMS.In depth understanding of contact centre call routing, planning and shrinkage methodologies. Knowledge of housing KPIs as used by bench-marking bodies and regulatory bodies.Experience of delivering wider performance information in a large, complex and multidisciplinary environment in a timely and accurate manor with meaningful commentary.In depth experience of delivering accurate, timely reporting with meaningful analytical commentary.Experience in managing a highly skilled team of reporting analysts.Ability to manage, design and review processes and workflows to ensure continuous improvement.Strong leadership qualities and the ability to inspire results and manage multiple work streams.Excellent communications skills required and ability to build relationships with internal and external customers from all levels of the business.Advanced Excel ability in order to write complex formulae and create pivot tables for quick analysis.VBA design, writing and debugging as well as being able to explain concepts and processes. SQL writing and design and the ability to explain concepts and demonstrate best practice.Crystal reporting - a basic understanding of the software and concepts.

I manage a team of highly skilled analysts covering the planning and MI function within a small contact center. I also manage the MI and forecasting function for the wider customer services directorate. The team consists of two planning analysts, a forecasting analyst and 4 MI analysts, as well as 3 people on our Aspire program. My role within the team is to oversee all work coming into and out of the team and I use my extensive skills and knowledge to inspire and develop the team, driving their ambition to produce the best possible results.In my short time in the role I have moulded the structure of the team to improve performance, consistency and quality. I have worked with stakeholders around the business to understand their needs and wants, negotiating delivery timescales of reporting from production time lines to business as usual cyclical dates. I have ensured the reports are produced in line with deadlines required as well as balancing the capacity within the team.I act as a focal point for all reporting needs in customer services, making myself available to answer queries from all levels of the business. I have volunteered myself into several project groups to act as a subject matter expert in resourcing, reporting and forecasting. My knowledge of the databases and the abilities of the team have allowed me to advise project leads on KPI design and availability of information, allowing realistic timescales to be applied.I have developed training packages and I am training members of the team in VBA and SQL, while also developing their report creation abilities to ensure consistent reporting across the team. I have developed an Aspire role within the team, giving an opportunity for a colleague to learn new skills in MI and increase their employment prospects within an MI function. I have also shared my skills and experience with other teams within the business, improving their knowledge and giving insight into the complexities of their requests.

I am responsible for all the reporting needs for the customer service function in the company, from gathering requirements to building data extraction tools and automated reports. I manage a team of real time analysts and planning and MI analysts. I have developed all the reporting used in the customer service centre as well as executive reports and reporting for our external partners. I use SQL in VBA to extract my data and I have built routines to sort and filter large databases into more manageable data sets for creating the reports. I then use VBA and excel to create the reports having them import the data from the new data sets and export to pdf. Recently I made a customisable electronic tick sheet which we use in the centre to capture MI from advisors to fill gaps left by our CRM software. The programme is a small window with 5 buttons which auto configure as the user selects the action being completed. This sits on top of all other windows on the user’s PC so is visible throughout the day making real time MI collection easier for the user whilst delivering useful information for analysis. This helps the real time team manage a process which had been previously more of an educated guessing game, also the planning team can pre-empt fluctuations with greater accuracy. This is currently being used for one process but due to its simple customisable interface we are looking to utilise this in other areas of the business where MI collection is lacking, or for short term MI on unexpected or one off events.I have built a short term forecasting tool, this pulls 6 months data direct from CMS and builds daily, weekly and monthly profiles. Then using a simple interface you can tweak volumes and durations in line with expected fluctuations or seasonal changes, the tool then creates a 6 month forecast for direct insertion into Blue Pumpkin. I have built algorithms to filter out bank holidays or any anomalies so as not to alter the true forecast picture.

I am responsible for all reporting needs for the Customer Service Centre on Quorum Business Park, from designing, automating, delivering.In the first three months using focused reporting AHT, adherence, productivity, shrinkage and general efficiency in the centre have all seen massive improvements.I have took the corporate colours and built a brand for all reports coming from our team, they all follow the same colour scheme and layout making the reports easy to read and consistent giving the team leaders and above access to clean accurate information quickly.In the first six months I have created and automated over 20 reports reporting from daily advisor level up to monthly overall dashboards and everything in between, with reports focused on one or two metrics to full 28 day rolling breakdowns showing all available metrics.I have created a live dashboard importing data from CMS (Avaya) and Impact 360 (Verint), this gives us views of the call stats updated every 15 minutes and the staffing from impact 360 showing the current state of advisors updating every 5 seconds.

I am part of a small team managing the schedules for 200+ staff across two sites, we also forecast and plan using Blue Pumpkin and CMS. Since joining the team I have designed and produce a daily report highlighting any issues from the day before making recommendations to improve service to our client. On a day to day basis I liaise with staff and team leaders to help organise and plan any offline activity throughout the day making sure service is not impacted. I have to manage the real time and find call drivers if service is being impacted reporting to the operation manager. I was tasked as the lead on a project to build a demand forecasting model looking into all aspects of customer contact from calls, e-mail and web incidents. I have been tasked with working out the daily weekly and monthly forecast for the next two years so we can more efficiently manage our resource. The model was less than 4% variance in the last three months of my employment.I have also built a real time reporting tool to work alongside Blue Pumpkin taking a feed directly from CMS to help manage the real time picture throughout the day. This is to assist with real time reporting giving a little more depth to the information available. This allows for more accurate and informed decisions to be made throughout the day.

I was responsible for monitoring and reporting on service levels within the call centre, also making recommendations for recovering or maintaining the levels. I also manage offline time and schedules for operators in the centre. I have designed many programmes within this role to make certain daily tasks more efficient including automatic mailers and analysis tools. I have also spent time on other sites in the country setting up these applications for my colleagues to use. On a day to day basis I have to deal with all levels of the business, from liaising with customer service representatives to find current trends right up to board members reporting on the current activities within the call centre.I have also been responsible for the roll out of several innovations into our team, where I have had to use my influence to persuade users to embrace these ideas, taking them forward and integrating them into our roles, ensuring full compliance and maximum benefit is achieved.

I answered incoming calls from customers but in the last two years in this role I was seconded off to three other departments to help complete projects. The last project I completed before starting my new role was to design and build a billing re-calculator; this was to help the billing project team speed this process up by taking a customer's bill and re-processing the data to show a credit or debit from one talkplan to another. I also designed and built a reporting suit for one of the offline teams which created a weekly and monthly report showing how their time was being used. This report was used to help cost the department and make them more efficient.

I managed a small workshop in which we designed tested and built pro audio equipment for the professional studio industry. I was responsible for all aspects of the product as we were a very small company I used to meet with customers to discuss their needs, pass this information to our circuit designer, and then I would compile lists of components to order, and finally build and test the product. We would also visit the client’s studio and install the units for them including training and demonstration for the customer.

Worked in a very high tech recording studio, recording on a very wide variety of projects. These ranged from, local bands to very high profile bands. I also recorded voice over sessions for one of the largest advertising agencies within this region. This would sometimes involve dealing with the head media representative from some very large corporations and liaising with many of our regions best known artists.