Bespoke digital hardware and data transmission design

● Solve any data related issues from all areas of the business. ● Worked closely with key stakeholders across the group, suppliers, clients and IT teams, the role turns data into critical information and knowledge that can be used to make sound business decisions within the company.● Data cleansing and correction of data from any department within the company.● Check the correct billing has been pulled through by the stock and billing scheduler.● Correct any data issues as requested by credit control and accounts. ● Data manipulation & interpretation – analysis using standard data analysis tools.● Identify, collect and migrate data to and from a range of systems, including external customers’ data.● Manipulate and combine different data sets from various data sources. Excel / SQL / Web / SharePoint / Microsoft Dynamics / Salesforce.● Produce and provide existing as well as new bespoke reports from data fetched from Microsoft Dynamics and various internal data sources such as Business Management and 8X8. The reports are prepared using Excel / Pivot tables / Power Query / Power BI. ● Project work around developing live and automated KPI and Survey feedback reports using Microsoft Power Automate platform and Power Automate Desktop.● Summarise and present data reports and recommendations to management in the most appropriate format for users. Excel / Power BI / PowerPoint / Web based applications.● Maintain GDPR standards and conform to government legislation.

● Customer facing role at the customer’s premises or offices. (Domestic and business.)● Update digital telecoms equipment and provide technical support on new and existing digital equipment.● Digital hardware repair and configuration.● Digital firmware update.● Reporting and stock control. ● Route planning for mileage and time keeping / company vehicle.

● Data manipulation & interpretation – analysis using Excel and PowerQuery, handling large and complex data sets. Using basic to advanced analytical techniques to provide accurate data analysis report writing.● Produce and provide management and directors with timeous Contact Centre reports from data fetched from within Microsoft Dynamics and various internal data sources such as Business Management and 8X8. The reports were prepared using Excel / Pivot tables / Power Query / Power BI. ● Measure contact centre KPI performance / Customer Experience – Net promotor score (NPS).● Developing new systems automation using Microsoft Power Automate and Power Automate Desktop.

● Data Insight Analyst, - Customer Insight & Customer Experience Team / Business Intelligence. Deliver customer insights to the company. These insights help guide and influence service improvement and improve efficiencies and provide better customer satisfaction and improved CX. Understanding BI requirements and work with BI developers to develop and provide reporting for the company to drive continuous improvement.● Planning and designing both customer surveys and internal surveys, submitting them to management for approval. The survey categories were very wide and varied but were broadly divided into 2 categories: Customers’ homes and neighbourhoods, and Customer Experience (CX). These would provide quantitative and qualitative data, which was then used to drive improvement. I used whatever survey software was best for the task. These were usually Microsoft Forms or SurveyMonkey. Depending on the survey needs the results were collected digitally though the software / housing company web portal / by post / in person / by phone.● This Qualitative and Quantitative data, collected through surveys, automation, interviews, or other means, providing valuable insights into specific aspects of the customer experience (CX).● Working and collaborating with all ● Strategic plans to constantly improve processes in order to give improved services● Worked closely with customer complaints● Microsoft Power Query / Power BI, historic data was used for predictive analysis.● Data automation to improve survey systems to include real time feedback, by using Data Automation Programming within Microsoft 365● Report writing including visuals both for management and Government agencies● Data Cleansing and harmonization between systems● Customer Persona development● “Voice of the customer” / “Customer Journey Mapping”.● Adhering strictly to the latest government housing laws and amendments as issued by the government agencies / GDPR protocols / data retention / data security.

● Working with the Adult Literacy, Digital proficiency, Practical IT skills, mental health support teams.● Providing support to Rochdale residents in need of structured learning and support on behalf of the Rochdale Council. ● Teaching Electronics – Analog & Digital component circuits – and associated mathematics.

● Initiated concept to implementation of brand recognition across social & digital media, creating a solid social media presence, which grew daily (in excess of 7000 followers in 5 months)● Further developed the brand and website managing various campaigns across Google Ad-words, Ebay, YouTube (videos) etc.● Designing & developing stock control systems, completing audits● Liaison with international suppliers for product imports● Extensive networking & negotiating with retailers to get products into shops and online verticals● All aspects of new business development – networking, art & craft fairs, selling direct to consumers, meeting with retail outlets etc.

Technical Manager Musical Products / Sound Engineer - Music on hold divisiono Responsible for a team of 5 staffo Managed returns department with targets to reduce stock and loss, ensuring a rapid repair turn around time. KPIso All aspects of testing, diagnosis & repairo Liasing with factory engineerso Providing technical support to maintenance engineers nationallyo Monitoring open and closed technical tickets from call centre and ensuring after sales and customer service was optimisedo Software installations, configurations and updateso Extensive liaison with web developers and database engineerso Providing reports and forecasts to stakeholderso Voice artist scripting and recordingo Music on hold production and schedulingo Music composition / arranging for corporate and theatre o Music copywrite controls and record keeping

o Overseeing all aspects of guarantee and non guarantee service and MI spare partso Customer satisfactiono Service excellence in line with Panasonic’s “Zero defect” philosophyo Spare parts ordering and inventory, monitoring and stock control audits for departmento Product repair times - KPIso Product service record loggingo Invoicing and charge outo Provided extensive training to technicians nationally throughout Technics / Panasonic workforce and contractors, following on from training attended in Japan & USAo Implementation of service bulletino Completed upgrades by remote networking and on-site maintenanceo Feedback to factory in Japan for Research & Development of products including hardware & software testingo Various internal computer systems used at the time – many have been replaced by successive versions of software - Microsoft Office products