Steve Thompson Email & Phone Number

Manchester, Gb

Due to a transition to a new telephony platform, I was required to implement a tactical workaround for the management information reports to be delivered both internally and externally to incorporate the data from the old platform alongside the new data.Duties:• Constructed an interim data integration combining the data from the existing telephony platform with the data from the new platform.• Development of a tactical day to day solution which included data extraction, manipulation and presentation for over 100 daily, weekly and monthly reports.• Continuity management of reports constructed during and post platform migration.• Documentation of process changes.• End to end testing lifecycle.• Working with the Senior SME & Programme Manager to meet requirements of internal and external customers and stakeholders.• Creation of new dataflow and integration of an existing dataflow.• Process and reports change, design and agreement.• Management of routine enquiries and adhoc requests.• Data warehouse reconciliation.• Provide training to the existing team demonstrating any changes to the current process.

Collecting, collating and carrying out complex data analysis in support of management & customer requests. Relationship manager for the Head of Customer Services Scotland. Also involved in reporting statistical findings to work colleagues and senior managers.Duties:Relationship manager to the Head of Customer Services Scotland.Analysis of data and production of accurate, relevant and timely reports to support KPI reporting, statutory or informal requests for BAU reporting and adhoc requests.Maintain databases, data sources, procedures, definitions etc to support core activities.Duties continued:Involved in implementation and data migration into the new complaint handling system alongside new report trials and testing.Continually review the ways of working and offer suggestions for improvement.Creation of weekly and monthly Trend Reports, Root Cause Analysis Reports, FSA Return Reports and Daily Telephony Reports.Production of balance scorecards for the Heads of Departments.Data quality remediation and reconciliation.Coaching and mentoring Business Partners and their areas on the use of new reports and also promoting the MI created and explain the benefits to the teams.

Collecting, collating and carrying out complex data analysis in support of management & customer requests. Relationship manager for the Head of Customer Services Scotland. Also involved in reporting statistical findings to work colleagues and senior managers.Duties:• Relationship manager to the Head of Customer Services Scotland.• Analysis of data and production of accurate, relevant and timely reports to support KPI reporting, statutory or informal requests for BAU reporting and adhoc requests.• Maintain databases, data sources, procedures, definitions etc to support core activities. Duties continued:• Involved in implementation and data migration into the new complaint handling system alongside new report trials and testing.• Continually review the ways of working and offer suggestions for improvement.• Creation of weekly and monthly Trend Reports, Root Cause Analysis Reports, FSA Return Reports and Daily Telephony Reports.• Production of balance scorecards for the Heads of Departments.• Data quality remediation and reconciliation.• Coaching and mentoring Business Partners and their areas on the use of new reports and also promoting the MI created and explain the benefits to the teams.

Setting up a new MI Team. Building all MI reports for nine departments. Maintaining and updating the reports. Adhoc requests .Duties: • Successfully set up and established a new MI team creating all reports and automated dashboards across nine departments.• Creating Business Objects reports to manipulate data for data extracts.• Analysing raw data, drawing conclusions & developing recommendations.• Manipulating, cleansing & processing data using Excel and Access.• Using CMS Supervisor to extract and transform source data from Avaya telephony systems.• Designing, developing and implementing new functionality.• Monitoring the automated loading process.• Advising on the suitability of methodologies and suggesting improvements.• Developing data analytical databases from complex source data.

Setting up a new MI Team. Building all MI reports for nine departments. Maintaining and updating the reports. Adhoc requests .Duties:Successfully set up and established a new MI team creating all reports and automated dashboards across nine departments.Creating Business Objects reports to manipulate data for data extracts.Analysing raw data, drawing conclusions & developing recommendations.Manipulating, cleansing & processing data using Excel and Access.Using CMS Supervisor to extract and transform source data from Avaya telephony systems.Designing, developing and implementing new functionality.Monitoring the automated loading process.Advising on the suitability of methodologies and suggesting improvements.Developing data analytical databases from complex source data.

Maintaining schedules for all front line staff on Eworkforce Management.Setting up of all new employee records on all systems and maintaining current records.Monitoring time and attendance data.Managing holiday and absence data.Allocating and coordinating overtime.Maintaining forecasting databases.Data entry, data auditing, creating data reports & monitoring all data for accuracy.

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8 Gcse. 2 A Levels

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Art & Design NWIFHE Derry

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