Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Work Availability
Quote
Timeline
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CATHERINE WOODS

CATHERINE WOODS

Lowestoft,Suffolk

Summary

Results-oriented Analyst, skilled in managing and breaking down large volumes of information and presenting to different business audiences. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Experience in project management, process improvement and resource analysis. Proven track record of successfully identifying changes and developing strategies to streamline business operations, increasing efficiency through data analysis. Strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

15
15
years of professional experience

Work History

Resource Analyst

Awaze UK
01.2016 - Current
  • Driving operational effectiveness in relation to resource and budget guidelines across UK and European contact centres.
  • Capacity planning and forecasting for omni channel environments using WFM systems (Genesys, NICE IEX), Microsoft Excel and Tableau.
  • Scheduling of 250+ agents in line with changing business demands and agent requirements across 5 countries.
  • Reporting and analytics using Microsoft Excel and Tableau for varying stakeholders across the business. Effective at adapting and presenting information based on the audience needs.
  • Subject matter expert for the business in NICE IEX and extensive experience in the use of Genesys.
  • Holiday calculation and management for both business and agent.
  • Payroll and financial reporting.
  • Proven ability to prioritise tasks and workloads.
  • Track record of delivering results, applying effective time management techniques to meet tight deadlines.


Resource Planner

Essex and Suffolk Water
01.2010 - 01.2016
  • Forecasting and scheduling for small inbound/outbound contact centre
  • Responsible for reviewing and implementing change to working patterns
  • Reporting and analytics of call data
  • Real time management and analysis.

Customer Team Leader

Essex and Suffolk Water
01.2008 - 01.2010
  • Responsible for ensuring that staff are motivated, monitored and measured in line with company targets and performance standards
  • Responsible for making sure that any gaps in performance or quality are quickly identified and addressed
  • Producing accurate reports on team performance for senior managers
  • Motivating a team of 8 to achieve high standards and KPI targets
  • Dealing with and resolving problems and issues which arise
  • Mentoring and training new staff
  • Monitoring & reporting on standards & performance targets through 1:1s and appraisals.

Education

BA (Hons) - Leisure Marketing

Bournemouth University
2006

A-Levels -

Benjamin Britten High School
2002

GCSEs -

Benjamin Britten High School
2000

Skills

  • Adaptable
  • Effective trend forecasting
  • Excellent communicator
  • Strong decision making and problem solving skills
  • Quick to build rapport and trust
  • Analytical problem solving
  • Highly proficient in Microsoft Excel

Additional Information

  • Mental Health First Aider - MHFA England
  • Accredited Foundation Professional - The Forum
  • Studied in Credit Management - Chartered Institute of Credit Management

Languages

English
Native
French
Intermediate

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama

Timeline

Resource Analyst

Awaze UK
01.2016 - Current

Resource Planner

Essex and Suffolk Water
01.2010 - 01.2016

Customer Team Leader

Essex and Suffolk Water
01.2008 - 01.2010

BA (Hons) - Leisure Marketing

Bournemouth University

A-Levels -

Benjamin Britten High School

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Benjamin Britten High School

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CATHERINE WOODS