Shannon Jackson Email & Phone Number

Chelmsford, England, United Kingdom

London, England, United Kingdom

- PowerBI development – Support PowerBI Superuser group, upskilling users and providing managementreporting where required. Utilise Power BI to extract, transform, and load insight and intelligence.- Design templates – Created PowerBI design templates for the organisation as well as JSON files toensure design is kept consistent and on-brand throughout the organisation.- UX/UI testing – Support the users in making the most of their data, working closely with them to produce ad-hoc reporting. Work collaboratively across the operational business to understand their priorities and needs.- Project Leadership – Take the lead on workshops and communities to share ideas, delegate workload,communicate relevant updates to technical and non-technical colleagues across the business.- SAP Business Objects – Build bespoke reports on Business Objects, extracting data from complexdatabases, and understand of how databases are structured.- Tableau – Build bespoke reports and troubleshoot issues with current reports built on Tableau. Using calculated columns to create new measures.- PowerQuery and DAX – Continue developing skills in PowerQuery and DAX

London, England, United Kingdom

Stakeholder management - Working confidently with stakeholders across business and seniority levels with minimal input from P&I manager - Ability to anticipate needs and understand wider context stakeholders are operating in- Ability to tailor communication to different stakeholders- Ability to synthesise information, highlight what is most important for stakeholders and relate to performance and the wider context.Performance knowledge and ability to provide advice - Providing consultancy style advice and assurance to the business on best practice around performance reporting, designing metrics and interpreting data.- Understanding of key elements of performance reporting and designing KPIs and metrics. - Ability to articulate key principles and good practise around interpreting data.Data manipulation and visualisation - Designing and delivering engaging data products, including dashboards and visualisations, that support colleagues to derive insights and improve performance.- Experience creating compelling dashboards on PowerBI.Analysis and insight - Providing complex analysis, insights, forecasts and predictions that support improvements for our residents, homes and places. - Strong data story telling skills.- Ability to undertake complex analysis, combining multiple datasets and derive insights.- Proactive approach to widening knowledge, finding best practice and understanding what might be possible in the future.Technical skills - Using technical expertise to provide support to colleagues on Excel, PowerQuery and PowerBI. Project management - Ability to lead areas of work, managing timelines, risks and outcomes.

Working at a fast growing furniture company operating across Europe (UK, France, Germany, Netherlands, Spain and Switzerland), As part of the Customer Service Central Operations team, we determine resource requirements for customer contacts, ensuring shifts are aligned to customer demand, are commercially viable and achieve service standards.Additionally, I create and distribute insightful MI and Performance Dashboards whilst proactively leading and managing a small team.- To manage and accurately prepare forecasts and budgets for core & non-core workloads and resource, monitoring drivers against business change & developing models to improve accuracy.- Creating new and innovative forecast and capacity models to plan for future demand, growth, and channel shifts- Provide insight into expected future performance, identify areas of concerns and propose remedial actions.- To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Service teams and maximising agent satisfaction by providing flexible options, taking into account the position of outsourcers, location and agent groups.- To actively manage and develop the Workforce Management tool, owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice.- Develop wider team knowledge of real time management, and how the use of WFM tools can support this.- Manage the supply of resource from our Outsource partner, ensuring they are provided with long term staffing views to allow effective ramp up/down as required.- Proactively tracking average handling times, understanding its drivers and working with the wider team to improve output.- To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.

Gloucester, England, United Kingdom

Ecotricity is the greenest energy company in Britain. Starting back in 1995, we were the first green electricity company in the world with a mission to change the way energy is made and used.This role is within the Workforce Management (WFM) team, reporting into our Head of Service Support. With a main aim of creating forecasts and capacity plans for all front and back office teams within service and operations. Other tasks involve:- Supporting continuous service and operational improvements and using data to make recommendations.- Gather and analyse a broad range of data to develop insight and conclusions to influence staffing and resource plans.- Provide feedback to Managers, Team Leaders and Heads of departments to help support their teams.- Using WFM and CRM systems to provide critical MI to ensure effecting operational management.- Help develop and support ongoing maintenance of WFM planning processes for multiple teams across the business.- Through effective stakeholder management to ensure we are hitting and where possible exceeding KPI’s.- Taking the lead on formation of budgets and forecasts.- Work closely with other members of the WFM to enhance the teams influence across the business.- Research WFM best practice through external vendors and support.- Creating short/medium- and long-term forecasts for front and back office teams.- Identify drivers causing deviations to planned performance. Be able to effectively communicate this to stakeholders.

Chelmsford, United Kingdom

I provide operational resource planning, reporting of KPI, quality standards for the Customer Service Centre (CSC) across the different customer access channels to ensure customer service staff deliver high quality service to customers at the first point of contact.Duties include:- Produce monthly schedule for customer services advisors for team meetings, coaching, 121, training sessions activities working with CSC Team Managers and CSC Training Officers.- Produce range of daily, weekly, monthly and quarterly KPI and management information reports on the CSC using balance scorecard on areas as, service levels, first contact resolution, customer satisfaction, quality assurance, sickness, productivity and staff attrition, cost per communication within an agreed timescale.- Provide recommendations on the appropriate resources levels are needed to achieve KPI targets for the different customer access channels.- Responsible for forward planning recruitment for customer service staff within the CSC as when vacancies arise to ensure there is minimal impact on service.- Carry out trend analysis for the CSC on different customer access channels providing recommendations for improvements to operate efficiently and improve our customer experience.

London, United Kingdom

Marcus Evans has been a trusted provider to the Capital Markets and Insurance sector for more than 25 years, recently launching GFMI, Global Financial Markets Intelligence, a specialist division delivering more than 300 conferences and training courses to the Banking, Insurance and Finance Sectors. The only conference and training provider with a truly global portfolio of financial market events, bringing together the world’s leading thought leaders in the industry.Researched with practitioners for practitioners, our cutting edge programs focus on delivering the “how to” by those that are current driving change within the world’s leading financial institutions. Allow our expert speaker panels to cut through the rhetoric and the red tape to deliver the practical insights that will give you and your company the critical advantage you need in today’s financial markets.In this role, I work with tier 1 and tier 2 banks on a range of risk and regulatory projects particularly in the Capital market, for example, IFRS 9, Pricing Model Validation, Outsourcing and Vendor Management.

Canterbury, United Kingdom

Heathrow Airport

- Qualified in management of Covert Testing for BAA security procedures at Heathrow Airport- Deliver quality assurance and compliance assessments of security standards.

Bachelor Of Arts - Ba, International Business With Honors, 2:1

Activities and Societies: Member of Salsa Society, Kent Business Society, and Homeless Outreach - International Business BA (Hons).

Education record

Activities and Societies: Duke of Edinburgh, Bronze & Silver Achieved 10 GCSEs, grades ranging from A to B Achieved 3 A Levels, ABB (320.