- Responsible for requirements gathering, design, build and delivery of scheduled specific outputs using technologies such as ETL, SMTP, SAP Business Objects and Crystal reports.- Responsible for translating business requirements to fit for purpose technical solutions.- Manage end to end delivery of MI/BI technical solutions.- SME and team lead on solution design, SQL & SSIS development, process, documentation, compliance and implementation.- Set up and chair MIBI design forum.- Designed and delivered first global ATM database and reporting solution.- Creation, modification and maintenance of reports based on moving and expanding business needs and requirements.- Process improvement. - Review and approve team change requests, solution & design documentation.- Team resource allocation and timesheet approver.- Day to day management of 12 onshore & offshore team members.- Cover for Global Head of MIBI.- Liaise / manage 3rd party suppliers.- Stakeholder management and business liaison.- End user on-site training and mentoring of offshore colleagues

- Responsible for a team of four Planning and Information Analysts.- Effective management of the team’s day-to-day performance against departmental plan.- Consistent monitoring of manpower/succession plans to ensure that recommendations for people development were submitted in order to improve performance and identify performance issues.- Identified process improvement opportunities and made recommendations to management of changes to support operational effectiveness.- Responsible for the successful achievement of service levels within the customer communication centre.- Responsible for forecasting and scheduling for the customer communication centre, ensuring all business models include the relevant headcount projections and estimates.- Responsible for customer communication centre real time adherence.- Conducted performance reviews of team members.- Ensured team members complied with Company and legislative requirements.

- Lead role on a £600k+ system integration which was successfully rolled out across 100+ seat call centre.- Responsible for the successful delivery and implementation of IT and business projects, both on time and to budget.- Coordinated with operational areas to establish and deliver ongoing process improvement.- Performed project implementation reviews.- Responsible for change management.- Stakeholder management.- Managed customer/supplier relationships both internal and external.- Service portfolio management.- Excellent communication skills at all levels.- Managed numerous priorities in a highly pressured environment.

- Produce multiple contracted MIS packs on a daily, weekly and monthly basis, which are distributed to both internal and external customers with a primary focus on data integrity, accuracy and value.- Respond to ad hoc requests for data and information for internal and external customers.- Analyse Call Centre Management Information and communicate recommendations via verbal presentations and written reports.- Continually monitor business performance against service levels & contractual obligations also measuring and reviewing call arrival patterns.- Produce forecasts for all business areas, and maintain accuracy; reforecasting where appropriate.- Measure & track Productivity and Utilisation.- Focal point for the plan, design, build and administration of call centre databases.- Work to tight deadlines in a highly pressurised environment, and used to making time critical and informed decisions.- Constantly challenge processes, and strive for more efficient ways of working. Use best practice by networking across the call centre industry.- Regularly meet and communicate with key customers and proactively respond to feedback received.- Key player in numerous call centre defining projects.- A team player, keen to assist and develop colleagues.- Advanced knowledge of Microsoft Access, Excel, PowerPoint and Word.- Administrator and report builder for “Cognos Business Intelligence”, a data mining application.- Administrator and report builder for “Respond Databases”.- Use of ASPECT EWFM Scheduling software- Nominated for Employee of the Month on six occasions, one of which was runner up.- Travelex Employee of the Month Winner for May 2003.- Travelex “Xceed” Quarterly Award Winner in 2003.- Travelex Employee of the Year Winner 2003