• Manage and prioritise change/work requests received from the contact 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

N/A

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 6, Data Analysis Apprenticeship · (AprilMultiverse | 2026

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

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