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Anna Jordan

Senior Planning & Quality Analyst

University of Plymouth

Technologies

My Portfolio Highlights

My New Course

Introduction to SQL

Analytical conductor, harmonizing data symphonies for actionable insights.

My Work

Take a look at my latest work.

course

Introduction to SQL

DataLab

Intermediate SQL

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

University of Plymouth | Jul 2018 - Present

Senior Planning & Quality Analyst

N/A

University of Plymouth | Mar 2018 - Jul 2018

Digital Skills Developer

N/A

University of Plymouth | Nov 2015 - Mar 2018

Service Improvement Analyst

Responsible for the delivery and continuous development of a customer focused, cost effective and efficient service improvement service. Responsible for the management of Acceptance into Service within TIS Service Management ensuring that new/and changed services are designed to meet the minimum service standards and have agreed level of service that meets the business requirements throughout the service life cycle. Responsible for the production of baselines, reports, balanced scorecard and dashboards to ensure Service Management performance is visible and can be managed, reporting on service levels to underpin and enable service level management.
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Claro Support | Aug 2011 - Dec 2015

IT Operations Lead

Responsible for the strategic and operational management of Claro’s Information Systems infrastructure, including the implementation and integration of system and technology initiatives and the effective running of work systems and business analysis. Evaluating user needs and system functionality, ensuring IS facilities meet these needs • Researching and installing new systems where appropriate • Analysing requirements and developing functional and design specifications • Planning, developing, documenting and implementing IS plans • Provide users with appropriate support and advice • Managing crisis situations, liaising with external parties • Analysing and presenting business performance through reporting • Ensuring smooth running of IS • Keeping up to date with latest relevant technologies

Claro Learning Ltd | Oct 2009 - Aug 2011

Student Support Coordinator - Devon

Responsible for a team of self employed consultants providing support to students in receipt of Disabled Students Allowance in Higher Education. • Match consultants with students needs as outlined within the Needs Assessment Report • To maintain internal relationships and external relationships with institutions • Carry out regular, effective and efficient updates of the database • Carry out recruitment processes, interview and select consultants • Contribute to the content and presentation of company events

The Number UK Ltd | Jun 2007 - Jul 2009

Assistant Call Centre Manager

• Managed, motivated and developed a group of Team Managers, regularly being the best performers in the Centre. • Ensured presence of teams met the predicted levels to support call volumes • Ensured call volumes improved customer experience & generated revenue • Analysed all Key Performance Indicators to monitor coaching, action plans and identify areas for improvement • Held one to ones with all Direct Reports to review team and individual performance • Run Call centre in Call Centre Managers annual holiday • Managed redundancy process whilst running call centre • Effectively managed change in a fast paced call centre environment • Improved Quality by 1.6%, Call processing time by 2.73 seconds and Accuracy by 1.1% • Implemented new ideas & innovations to support and drive business focuses

The Number UK Ltd | Jun 2003 - Aug 2007

Team Manager

• Managed, motivated and developed a team of Customer Service Representatives, ensuring a high level of performance was maintained • Analysed weekly agent performance and quality reports identifying coaching needs, offering support, guidance and rewarding excellence • Managed team’s adherence to company policies and procedures • Managed team’s attendance to ensure at predicted level to support call volume • Conducted interviews for Customer Service Representative vacancies

ITV Digital | Jan 1999 - Jan 2002

Team Manager

Managed a team of customer service representatives in the Credit and Collections departments, who dealt with correspondence via letters and phone calls.

My Education

Take a look at my formal education

None, N/ALeys High School | 1988

About Me

I work in a mixed role that includes data analysis, data visualisation amongst othere elements. I want to increase my knowledge and skills.

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