John Douglas

Work History

Onboarding Team Member

HGS Ltd

10.2021 - Current

HGS is a company that deals with outsourcing customer service agents for various client contracts
For example, clients include UKHSA, NHS, L’Oréal, Birdseye, Shell (Broadband)
During my time with HGSUK LTD, I initially worked for an agency on behalf of NHS 119 England Campaign handling queries in relation to the vaccinations from citizens
I would be dealing with different people every call and would have to tailor my approach and attitude accordingly, ensuring my level of service was excellent
I had to use systems such as customer relationship management software to accurately enter customer data ensuring I'm logging things according to the processes
In January of 2022 the company was looking for people to work within the Onboarding team
I applied for the position and was successful
This was mostly based on my technical I.T skills as the company uses an external ICT service desk which unfortunately doesn't have the best of processes
Everyday within this job is different, below are a few of the different responsibilities and tasks I undertake daily;
In-depth MS Excel use (Reporting, Trend Analysis, XLookup, Creating and maintained sheets and complex formulas for end user editing, cleaning up data to present to teams)
Ad-hoc reporting (Employee specific)
Managing operational challenges in relation to IT systems when staff come onboard, we need to ensure they are set-up properly on the systems this means liaising with IT Service Desk to build their profiles, setup client systems
Rolling out to the agents on meeting calls how to setup the system for first time use
Creating Guides on the IT processes (MS Word)
Helped me to understand the end user's journey and what operational challenges occur at this level
We also are an intermediary step before IT for one of the campaigns dealing with hundreds of agents’ system issues, The team manage IT issues inbox for the UKHSA agents
This meant I directly dealt with real world end user issues; from the way they are set-up in the system to common user error fixes
I've created quick reference guides for users in order to avoid common pitfalls when UAT (User Acceptance Testing)
We craft the communication via strategically managed welcome emails and set up emails for all the different clients
Chasing deliveries and liaising with couriers
Managing my own time effectively
Recently I was given the opportunity to be seconded to the Recruitment Team in order to conduct interviews for customer service-based roles within the NHS campaign
This opportunity has given me the experience to identify well suited candidates to specific roles and undertake their interviews
Through asking scenario-based questions and judging the response against criteria to assess the level of customer service proficiency.

Operational Support Officer

City FM

Glasgow

03.2021 - 08.2021

I was responsible for entering accurate information using excel on our colleagues shift times, so that we can pay them as accurately as possible
Roles and Responsibilities
Advanced Excel spreadsheets experience (VLookups, getting data into a more readable and user-friendly format), Word, ITSM Portal, generating and working with internal absence reporting, processing data
Knowledge on DM (Data Manipulation) allows me to be able to gather very powerful insights which helps support and pre-emp business challenges or operational challenges
Communicating with employees and other areas of the business, understanding their needs usually related to pay queries from staff which has to be handled very sensitively as mistakes can be made
I had to adhere to strict SLAs/Timescales for example, I was assigned stores all across the UK handling the hours of the cleaning staff clocking in, dealing with errors, ensuring adherence to proper processes was observed
Focus on accurate data entry to ensure the staff get paid promptly and correctly
I had to take ownership and responsibility within this role
Being responsible for my own time
Ensuring everything was completed in time for each Payroll pay run.

Production Operative

Manpower

Motherwell

11.2020 - 02.2021

I worked in a factory making P.P.E Masks for the NHS
I entered this position as I wanted experience working in a production environment
It helped with my hand eye coordination as previously my experience was working mostly in a digital fashion with computers as this is where my skills lie
I wanted to branch out and I gained valuable experience in the production and manufacturing industry
Another aspect was loading pallets and getting pallets ready to be loaded and shipped
Dealing with each production order and organizing them for delivery ensured that the pallets were ready logistically, working with the couriers and getting a basic understanding of logistics
In my short time in this factory I was able to gain skills in using machines such as Branson's and other aspects of production such as the way F.F.P2 medical masks are created
In my short time there I was trained on every aspect of production to the Key Performance Index speed, I am also always receptive to feedback and improvements.

Call Centre Advisor

John Lewis Partnership

Hamilton

08.2016 - 12.2020

I was in the position of Omni Supplier Orders in this department
I deal with the suppliers of John Lewis products including helping customers with their deliveries and orders
I was also responsible for managing customer complaints and queries effectively
We also had to keep strict KPIs which are the way in which our performance is managed, I achieved the aspirational performance goals on a weekly basis
We were also monitored on our calls and given feedback on a regular basis
I was fully trained in conflict handling and dealing with difficult situations as I was in a department responsible for the delivery failures
This gave me great experience in a lot of different areas, dealing with delivery couriers, other internal departments ensuring inclusive and empathetic response to the different issues/situations
There are a lot of situations where the responsibility lies with me to manage my time making sure I'm working with the assigned SLA
I usually manage my work through different measures depending on the availability
For example, I would use notes to organise and prioritise more operational critical services
I then moved to the Customer Delivery Resolution team dealing with issues specific to deliveries and they were always complaints and or service failures, within this position I was also dealing with a lot of different sensitive situations where my customer service had to excel, for example a customer's fridge wasn't delivered when promised unfortunately the customer had got rid of their old appliance on the basis that it was coming when we advised
He had medication in which he had to store in said fridge, I had to not only be in solution mode to solve the issue but I had to the time to show the customer we as a business
I was required to be flexible in my resolution and ownership approach
During my time in this department as I had plenty of experience within the business and operational activities, I was training with new starters and I took them under my wing as I love to assist people where I can
If someone is struggling, I like to identify that and help out where needed
I was also briefly in 3 other departments one of them being customer service where I was a front-line customer service advisor talking to customers about their queries and issues
It gave me the experience needed to move to other departments where the work was more of a back-office environment where you saw the whole customer's journey from start to finish, this allows you to take responsibility for the entire customer's journey
This role also helped me get used to working with systems specific to retail such as the customer ordering and stock systems, the time sheet system where we enter our working time and ensure that everything is accurately updated
Due to my background in ICT I am able to pick up new systems and ways of working very fast and efficiently
Systems and Application Experience Gained;
Spreadsheets, accurately entering data, In depth sorting/filtering
MS Excel
Customer ordering system, I like to understand the nuances of the business and how I can be as effective in reducing costs
Salesforce Connex Experience (working to SLAs and Managing customer cases)
Studying documentation through the use of the Wiki/FAQ resources.

Summary

Overview

Work History

Onboarding Team Member

Operational Support Officer

Production Operative

Call Centre Advisor

Education

HNC - Computing, Computing Science

Nationals -

Higher - Computing

Skills

Additional Information

Timeline

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