This role has included producing daily, weekly and monthly Agent and Company performance reports. I am also responsible for providing the data for the Customer Services Department of the Company June Return to be submitted annually to the Water Industry Regulators, and extracting data for the Quarterly Customer Experience Survey During my time at South East Water I have been able to improve my analyst skills by learning report creation in Business Objects, including merging dimensions, variable creation, multiple query reports (including multiple universes), automation and scheduling of daily and weekly reports.As part of my role I am also involved in the Resource Planning function for the Contact Centre using the Verint Impact 360 system Version 11.1, with both the web and client applications. More recently I have been involved in our telephony upgrade with the Cisco system completing the course ‘Administering Cisco Unified Contact Centre Enterprise System’, helping with call routing, testing and implementation of the CUIC Reporting Tool where I have been writing basic SQL queries against the CUIC database for our call data, and also more VBA programming for a Quality Scorecard within Customer Services

For the last 18 months of my time with Nationwide undertook the role of Regional Support Assistant for the London Region of the Branch Network. My responsibilities in the role have been mainly involved around Management Information, producing Daily, Weekly, Monthly and Yearly reports directly to the Regional Director, 5 Area Directors, Head of Sales and Head of Business Risk. During this time I have developed my Excel skills to a high standard and taken part in projects to set up an MI Pack and Risk Pack to help Management recognise trends, and measure KPI levels within the Region. This involves work with Macro’s, Pivot Tables, complex formulae and VBA. More recently I have also been presenting the results in the Senior Regional Team meetings via Powerpoint presentations and using SQL Reporting databases to set up trends analysis for the Region Additionally, a small part of my role has been to aid the Regional Director in booking accommodation, setting up Regional Meetings, minute taking, complaint handling, Email and Diary management and updating HR system for Regional staff (Peoplesoft).During the last 2 months of my time at Nationwide I was chosen to create the new Branch Daily Performance Tracker for the Branch Network. This involved creating an initial report for Branch Level to feed into an Area Level report, onto a Regional report, and finally to a Summary for the Chief Executive My role was to create the report using VBA in excel and ensuring all reports were quality checked before being returned and passed on to the next level of report.