William Bruce Email & Phone Number

Speke, England, United Kingdom

Speke, England, United Kingdom

• Delivering Service Level achievement of 95% or above across all lines of business within Customer Care & Credit Care• Analysing 30-minute interval data, investigating, and creating a story of the day with numerous factors in place, forecast, hours, AHT, shrinkage• Working at pace to analyse trends and making decisions to resource areas of the business in real time to maximise performance• Communicating to Senior Stakeholders with complex data relating to faults, performance and additional work completed across all lines of business, ensuring service is met as required, and if not met; being able to explain the reasons behind any failures• Auditing staff permissions across numerous applications• Working collaboratively with World Global Control relating to swinging resource• Reporting faults, escalating to the relevant teams, collating lost hours along with communicating to Team IT, Service Management, Senior Management & Specialists where appropriate• Advanced scheduling decisions, seeing planned in-day challenges and reacting accordingly• Understanding and utilising internal Applications• Attending and imputing information into Short Range Meetings for all teamsWithin the role, some key achievements include:• Designing, building and implementing a reporting Dashboard based on work in ID Requests for both Customer Care & Credit Care• Redesigning and implementing user-friendly functionality within centralised workbooks• Completing a weekly Performance Update for Senior Stakeholders ahead of the next week• Communicating a weekly ID Transformation report• Updating the Weekly Incident Log for our Senior IT Analysts

• Monitoring real-time performance, ensuring Daily & Weekly targets are achieved• Running the Rostvrm & Alvaria outbound dialler for the customer arrears support team• Delivering service level achievements of 95% and above for all lines of business within Customer Care & Customer Care• Building a new ID Database and cross referencing up to date information to ensure correct data• Actioning system access requests• Fault Reporting & communications via the correct channels

Aintree, Liverpool, L30

• Completing referred orders and making decisions based on numerous factors; credit limit, arrears, eligibility & affordability• Answering inbound line phone calls from internal departments and customers relating to Underwriting referred orders & queries• Member of the Underwriting Working Party, voicing concerns and building relationships with other departments

Bromborough

• Greeting customers making use of my adaptable, friendly and well-presented approach• Understanding the wants of the customer and making suggestions and negotiating to create the right outcome• Taking bookings over the phone and emails• Serving drinks and snacks at the bar• Running a Summer bowling league, managing scoring data & building a functional report to keep track of records & points• Scheduling social media posts across all sites

Liverpool, United Kingdom

Northern Power Women is a collaborative campaign to improve gender diversity from the North of England. We will increase opportunities for women in business by transforming business culture and showcasing role models and best practice businesses who are driving and leading economic growth. By harnessing all talent, accelerating gender pay equality and providing talent with the knowledge and skills they need to drive their careers forward against the backdrop of the Northern Powerhouse agenda. We will engage women AND men in business as ‘agents of change’ and connect, collaborate and celebrate their achievements as campaign champions and advocates.to drive gender balance from the north of England.

Liverpool

The Diversity Group National Careers Roadshow is a leading platform to tackle youth unemployment by showcasing possible future careers. This unique Roadshow offers students and businesses the opportunity to invest into the future of your students.We will be giving students the chance to explore their options once completing full time education as the organisations in attendance will be promoting not only employment opportunities but also possible training and educational programmes for students.This exciting and exclusive event is also a fantastic way for organisations to promote Apprenticeships, Graduate Programmes, Traineeships and Full-time employment; expanding horizons for both students and employers. The National Careers Roadshow is primarily aimed at young people aged 14-19 in full-time education. We believe this is a crucial time for students to gain further knowledge about possible future careers, especially with this being a time when they will start thinking about GCSE’s, A-Levels, University or possible careers.

Liverpool, United Kingdom

The Excellence in Diversity Awards, in association with the National Diversity Awards proudly present an exclusive awards ceremony that honours the remarkable work of inclusive employers and unsung diversity heroes across the UK.The Excellence in Diversity Awards recognises the remarkable efforts of companies nationwide that have reinforced their commitment to harnessing and strengthening a diverse workforce, embedding equality and inclusion within their value system.The unique awards will commend organisations that embrace all aspects of diversity, not just one strand, reflecting how an organisation invests massively in each and every member of its workforce, achieving equality and diversity at its purest form.Award categories include Unsung Diversity Hero and Diversity Company, of which are split into 5 sectors, housing / education / charity / public / private. Other Award categories include Employee of the Year, Outstanding Diversity Network, Best Diversity Resource, Diversity Marketing Campaign, Head of Diversity and Inclusion and Lifetime Achiever. For more information please visit www.excellenceindiversity.co.uk

Liverpool

The National Diversity Awards a prestigious black tie event, which celebrates the excellent achievements of grass- root communities that tackle the issues in today¹s society, giving them recognition for their dedication and hard work.The National Diversity Awards will be held at Liverpool's Anglican Cathedral, September 18th 2015 where there are several award categories including Positive Role Model and Community Organisation Awards, which will be split into five categories including race & religion/faith, age, disability, gender and LGBT. Other awards include the Entrepreneur of Excellence Award, Diverse Company of the Year Award and Lifetime Achiever Award.Charities, role models and community heroes will be honoured at the ceremony showcasing their outstanding devotion to enhancing equality, diversity and inclusion; thus embracing the excellence of all out citizens irrespective of race, faith, religion, gender, gender identity, sexual orientation, age, disability and culture.For more information: http://www.nationaldiversityawards.co.uk/

Liverpool, United Kingdom

The National Careers Expo is the UK’s leading careers event done by school leavers for school leavers.Thousands of schools and graduates will gather at the UK’s Largest Careers Expo along with business directors, major organisations & influential leaders.The welcoming and beneficial event provides a unique environment for employers, careers advisers, and training providers to communicate directly with enthusiastic young minds and future employees.Pupils and graduates will be given the chance to establish working relationships and gain career advice from top employers. Students will learn about different job roles, company ethos and development of their own career ambitions.The informal and helpful character of the event will allow visitors to ask any questions to major organisations, giving them the confidence to believe that they can aim higher and achieve their desired career. This will allow students to gain valuable insight into the working world and help them on their journeys towards favoured career aspirations.

Liverpool, United Kingdom

Founded in 2006, The Diversity Group was set up, with the aim of eliminating barriers within employment, education & training for diverse groups throughout the UK.The Diversity Group is a one stop shop that delivers a wide range of multimedia services to reassure and encourage people from the most deprived areas to further their careers. Diversity goes beyond fair & equal treatment to recognise and appreciate the benefits that people’s different talents bring to an organisation or community, and here at The Diversity Group we value this and embrace and celebrate Equality & Diversity at its highest form.Over the last thirty years, despite terrific progress being made and Equality & Diversity evolving into a part of our everyday lives, it is still clear that a vast majority of people from across the UK, that come from minority backgrounds; don’t believe that this is the case. Whether it be through personal bad experiences, media bias or of their own expectations, people feel that discrimination is still a major factor in employment.

Btec, Music Technology, Distinction*

Activities and Societies: Events Management

A-Level, Ict, C

Activities and Societies: All Round activities

Ict - A-Level, Music Technology

Business & Administration, Business Administration Level 2 Apprenticeship