Hi, I’m
Claira Ballinger
Gloucester,Gloucestershire
Summary
Organised and dependable team member with 13 years of experience in the Company. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
16
years of professional experience
103
years of post-secondary education
Work History
Laithwaites WinesGloucester, Gloucestershire
Resource and Planning Analyst
04.2011 - Current
Job overview
- Prepared schedules for all Contact Centre departments, employee range - 65 to 100+.
- Directed Contact Centre daily operations, achieving maximum output/reducing costs.
- Daily/weekly analysis, emails, calls and click to chat trends in comparison to forecasts, managing change when volumes did not match targets.
- Daily and weekly reporting, highlighting advisor KPI's.
- Part of a team that planned changes in Contact Centre opening times, cost and loss analysis to determine if the change would impact orders/revenue. Changes all implemented successfully.
- Systems used - Teleopti, Calabrio, Your Site Explorer, Contact Centre Client, Mitel, Ignite.
PW Auto Services and The Victoria InnGloucester
Bookkeeper
07.2009 - 04.2011
Job overview
- Updated accounts with precision and accuracy to deliver reliable bookkeeping services.
Endsleigh InsuranceCheltenham
Complaints Supervisor
09.2008 - 07.2009
Job overview
- Owned end-to-end complaint handling and resolution successfully in line with established procedures.
- I started at Endsleigh as a Sales Agent and quickly progressed to Complaints Supervisor within 2 months.
Education
Microsoft ExcelGloucester, Gloucestershire
Excel Advanced from Microsoft 365
Wine and Spirits Education TrustGloucester, Gloucestershire
Level 3 Award in Wines and Spirits from Wine and Spirits
Brockworth ComprehensiveGloucester
GCSEs from Maths, English, Science, Art and Geography
09.1986 - 07.1991
Skills
- Data handling
- Forecasting
- Payroll administration
- Supervising
- Team Building
- First Aid
Timeline
Resource and Planning Analyst
Laithwaites Wines
04.2011 - Current
Bookkeeper
PW Auto Services and The Victoria Inn
07.2009 - 04.2011
Complaints Supervisor
Endsleigh Insurance
09.2008 - 07.2009
Brockworth Comprehensive
GCSEs from Maths, English, Science, Art and Geography
09.1986 - 07.1991
Microsoft Excel
Excel Advanced from Microsoft 365
09.2023
Wine and Spirits Education Trust
Level 3 Award in Wines and Spirits from Wine and Spirits
07.2014
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