Helen Buxton

Technical Business Consultant

• Resourced Schedules for Telephony agents across Business areas within Santander
• Worked with Genesys for Scheduling shifts.
• Moved onto new platform AWS Workforce Manager, whilst the tool was in development for Santander.
• Conducted regular reviews of resource plans to adapt to changing project demands.
• Executed detailed analysis of project performance to enhance future resource planning efforts.
• Carried out day-to-day duties accurately and efficiently.
• Successfully delivered on tasks within tight deadlines.
• Supported team by demonstrating respect and willingness to help.
• Used Microsoft Word, Excel, Powerpoint and Access to create documents and clear communications.

MI Analyst

• Assisted with continuous improvement initiatives, applying data findings to address underperforming areas.
• Automated tasks to increase efficiency and reduce department workload.
• Analysed complex data sets and studied impacts on business growth and operational efficiency.
• Uncovered trends and patterns and reported to senior decision-makers.
• Monitored KPIs and tracked continuous progress to evaluate efficacy of business solutions.
• Documented workflow charts, records and job descriptions to guide overall organisational improvements.

Customer Service Assistant (Phone)

• Upheld company policies and procedures consistently for maintained standards of operation.
• Assisted customers with inquiries and concerns to ensure satisfactory resolutions.
• Coordinated responses to customer feedback to enhance service quality.
• Resolved complex customer issues by employing problem-solving skills and product knowledge.

• Issued certified cheques to serve customer needs.
• Assisted in bank processing of cheques for approval.
• Updated financial records for accurate tracking and reporting.

• Delivered exceptional customer service by resolving inquiries and providing product information.
• Assisted customers with transactions and ensured accuracy during payment processing.
• Collaborated with team members to streamline service delivery and enhance customer satisfaction.
• Implemented feedback mechanisms to gather customer insights and improve service quality.
• Developed strong relationships with customers fostering brand loyalty and repeat business.