Key Accountabilities 1. Act as a central point of contact for Telephony, Workforce Management and reporting changes across Commercial Direct · Manage and prioritise change/work requests received from the Operation on the basis of ‘value add’ and meeting the overall DLG Insurance strategy. · Ensure all changes provide the best experience for our Customer. · Complete suitable demonstration and showcase of changes ahead of launches and review post live to understand impacts · Support the Planning, Delivery and UAT for all Telephony and Digital changes and upgrades across Commercial Direct · Ensure all changes delivering expected results – post review. · Ensure all documentation, systems are Business areas are aware of the change for reporting. · Own BAU system configuration – such as service objectives, reserve thresholds and skill priorities – to ensure that the call routing in place supports current customer demands and business strategy. · Ensure all IVR wording meets FCA guidelines and receives sign of through IVR Governance group and relevant change Forums and tracked. 2. Own, maintain and improve operational MI and automation within the Operation. · Own end to end process for Operational MI suite and functionality. · Own and develop Operational Resilience MI Suite. · Identify and implement automation of MI using technology to remove effort and cost from the operation. · Ensure appropriate user acceptance testing is undertaken and reviewed before systems changes are introduced in Production environment to remove risk of incidents being raised off the back of a change. · Own and maintain process for roll out of MI changes as well as undertaking regular sessions to understand future scope and requirements for reporting. · Identify improvements to processes and ways of working to increase the efficiency and effectiveness of the changes delivered. · To support and learn new technologies deployed by the company.

Direct Line Group | Feb 2021 - Mar 2025

Telephony Analyst

centres on the basis of ‘value add’ and meeting the overall DLG Insurance strategy. • Ensure all change provide the best experience for our Customer. • Ensure that any changes to contact centre telephony & Media systems are communicated and understood by the Stakeholders and within agreed SLA’s. • Support the Planning, Delivery and UAT for all Telephony change and upgrades across DL4B & UKIBS • Ensure all changes delivering expected results – post review. • Ensure all documentation, systems are Business areas are aware of the change for reporting. • Own BAU system configuration – such as service objectives, reserve thresholds and skill priorities – to ensure that the call routing in place supports current customer demands and business strategy. • Identify project and change issues and risks. Agree mitigating actions and / or escalate as required. • Ensure all IVR wording meets FCA guidelines and receives sign of through IVR Governance group and relevant change Forums and tracked.

Direct Line Group | Mar 2017 - Feb 2021

Real Time Analyst

• Manage operational staff to ensure maximum productivity of staffing through real time monitoring and effective rescheduling. • Compile both regular and ad hoc MI requests and analysis. Focusing on accuracy of data and quality commentary on trends and behaviours and action taken throughout the day\week\ month. • Produce and monitor contact centres performance management Information to enable timely and accurate decision making do drive optimal performance. • Work within 2 week live window to smooth performance with operational colleagues ahead of live day. Work with Stakeholders to communicate out staffing gaps and availability and prioritise Time off requests to ensure all KPI targets are achieved. • Proactively manage all resource at your disposal to achieve the optimum level of voice and non voice performance • One of my main focuses on the team is reporting, ensuring we are able to share reports that display information needed for the business. • Using Microsoft Report Builder to create new Ad-Hoc reports for our Workforce Management system, making sure they suite business needs. • Been recognised for stepping up and supporting our largest Telephony migration projects working with key stakeholders and external key partners. • Stepping up to support the Telephony Analyst and taking on some of the work and processes.

Sitel | Oct 2015 - Mar 2017

Real Time Administrator

• Communicate with Agents and Managers to ensure that we have enough resources for the campaign hits required SLA targets • Working with IEX and CMS to ensure agents are in when required and that they are sticking to their schedules, monitoring and reporting any discrepancies • Looking at forecasts to predict call spikes, liaising with the management team to ensure we can increase agent resources to make sure we hit our SLA target • Using call data to analyse common call trends, reporting this to management to fix any issues that arise • Organising any meetings/interviews for the campaign • Training new Real Time agents for the campaign

Sitel | Jan 2015 - Oct 2015

Flybe Campaign - Customer Service Advisor/Real Time Track

• Answer all incoming calls, dealing with a range of queries with excellent customer service • Working in a fast paced environment • Assisting the New Agents in Grad Bay • Working on Front Line while doing a Real Time Learning track

My Education

Take a look at my formal education

Advanced Data Fellowship - Level 4, Data Analysis Apprenticeship · (AprilMultiverse | 2024

BTEC National Diploma Level 3, Software DevelopmentSomerset College of Art and Technology | 2012

Level 2 in Electro Technical EngineeringPGL | 2009

BTEC ElectronicsExmouth Community College | 2008

GCSEExmouth Community College | 2007

About Me

Looking to becoming a data analyst using skills on my apprenticeship

Create Your Data Portfolio for Free