Scott Ward Email & Phone Number

Yeovil, England, United Kingdom

Somerset, England, United Kingdom

• Carry out data discovery to understand the strength and limitations of the data, uncover hidden patterns and proactively identify hidden insights.• Use data to validate ideas or promote benefits to enable the right prioritisation of business and strategic opportunities.• Utilise insight and curiosity of our data to influence senior stakeholders, highlighting key trends, risks, areas for improvement or areas of sustained performance.• Maintain detailed knowledge of client and… Show more • Carry out data discovery to understand the strength and limitations of the data, uncover hidden patterns and proactively identify hidden insights.• Use data to validate ideas or promote benefits to enable the right prioritisation of business and strategic opportunities.• Utilise insight and curiosity of our data to influence senior stakeholders, highlighting key trends, risks, areas for improvement or areas of sustained performance.• Maintain detailed knowledge of client and colleague data, processes, and work streams to enrich actionable insight.• Build trusted relationships with stakeholders, to specify, develop and produce high quality insight and analysis to support key contact centre and customer objectives and to respond to the changing needs of the business, along with new business opportunities.• Produce reports at the request of key stakeholders and clients, whether they be standardised or ad-hoc.• Create and design variable reporting packages and reports for existing and prospective clients.• Support leadership led initiatives and projects with data analysis.• Define and continually develop leading KPIs to help stakeholders achieve targets.• Maintain, develop, and streamline the production (automation) of our key routine reports, understanding performance themes across all our KPIs.• Work in collaboration with colleagues to proactively share ideas and create an environment which drives creative and innovative insight and analysis practices.• Proactively seek out best practice and innovative analytical techniques to improve the quality, efficiency and impact of the insights delivered. Show less

• Day to Day Management of Technical Support Agents and Team Leaders including Shift Management, Task Management & Tracking. Interviewing potential support agents, onboarding new starters, overseeing training of new starters, providing additional training for existing support agents.• Training lead – reviewing, renewing, and updating support agent training when necessary due to new products or additional client needs.• Product Documentation Lead – providing clear and defined templates… Show more • Day to Day Management of Technical Support Agents and Team Leaders including Shift Management, Task Management & Tracking. Interviewing potential support agents, onboarding new starters, overseeing training of new starters, providing additional training for existing support agents.• Training lead – reviewing, renewing, and updating support agent training when necessary due to new products or additional client needs.• Product Documentation Lead – providing clear and defined templates and guides for product documentation and onboarding into company CRM/CMS.• Technical Support Blog Lead – overseeing creation and publication of content for a technical support blog including hot guides, trouble shooting, new product reviews in a timely and efficient manner while providing accurate information.• Day to Day Contact Centre Management Tasks – overseeing support agent availability across multiple channels including telephone, email, Q&A, Live Chat, social media etc.• Meeting agreed KPIs and SLAs within a contact centre environment – 95% PCA, 80/20 model, ensuring non-support tasks were delivered in a timely manner regardless of support channel activity.• Liaison between Contact Centre Manager and IT/Development Teams to highlight improvements to the CRM/CMS to improve accuracy, usability, and efficiency. Collaborative projects to improve the business offering such as image capture tools, diagnosis journey tool.• Oversight of a spare party fulfilment operation within the company to resolve customer issues where accessories are damaged or missing.• Analysis of data and performance to improve performance and accuracy across the Technical Support operation leading to a promotion to Performance Analyst. Show less

• Employed advanced troubleshooting and expert application knowledge to efficiently solve system user interface problems.• Developed knowledge-sharing methodologies, diagnostic tools, and creative processes to improve end-user experience.• Followed technical documentation for accurate installation, maintenance, and repair work.• Completed investigations to check on reported errors, reproduce problems, and trace faults.• Answered user questions about hardware and software… Show more • Employed advanced troubleshooting and expert application knowledge to efficiently solve system user interface problems.• Developed knowledge-sharing methodologies, diagnostic tools, and creative processes to improve end-user experience.• Followed technical documentation for accurate installation, maintenance, and repair work.• Completed investigations to check on reported errors, reproduce problems, and trace faults.• Answered user questions about hardware and software operation to help resolve problems.• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.• Provided product documentation for use in company CMS.• Produced content for company Technical Support Blog. Show less

While working for Mole Valley Farmers I held a variety of job roles that included the following day to day tasks:* Sales* Stock Control* Customer Support* Fork Lift Truck Driver (Standard and Reach)* Deliveries* Product Specialist

High School, English Lang, English Lit, Maths, Dual Award Science, Geography, German, Ict, Drama, Grades A-C

Activities and Societies: Under 16's First XI Rugby Team Athletics Team - Javelin Drama Society

A Level & City & Guilds (Level 3), It, Theatre Studies, Media Studies, Travel & Tourism (C&G), All Pass Grades (A-B)

Activities and Societies: Drama Society