Richard Carless
Stoke-On-Trent,Staffordshire
Summary
I'm a driven professional with knack for critical thinking and problem-solving, coupled with strong analytical and communication skills. Proficient in data interpretation and presenting actionable insights to stakeholders. Committed to delivering impactful analysis and strategic recommendations in a Claims Strategy Planning & Forecasting Analyst role. Strategy analyst with extensive experience in call centre operations, specializing in performance optimization and stakeholder communication. Skilled in Tableau, Excel, and demand planning tools, with a history of identifying issues proactively and prioritizing resources effectively. Expertise in strategic capacity planning, recruitment, and time efficiency techniques. Dedicated to enhancing customer service and product knowledge. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
26
26
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Sales & Service Strategy Planning & Forecasting An
Aviva
03.2026 - Current
- Maintain an aggregate view of demand and supply for customer operations planning.
- Gather demand and supply activity details across group customer operations regularly.
- Use the view to assess and manage resource against demand effectively.
- Collaborated with stakeholders to understand resource allocation needs.
- Streamlined processes with the use of advanced forecasting techniques.
- Enhanced budgeting strategy, leveraged data-driven insights for cost optimisation.
- Ensured smooth operations by providing vital input in process improvement discussions.
- Improved operational efficiency by creating detailed resource plans.
- Used trend data and financial forecasts to establish accurate budgets aligned with operational needs.
Strategy Development (Senior Analyst)
Direct Line Group
Manchester
01.2016 - 03.2026
- Use of industry insights and analysis to challenge and deliver best in class omni-channel TOM strategies
- Use of industry insights and analysis to challenge and deliver process improvements across Demand Planning & Management teams, supporting an efficient E2E planning process
- Delivery of overall budget process for all functions (productivity, overlays & supply). Regular spend versus plan reviews highlighting risks and opportunities
- Engage with key stakeholders on business change projects, ensuring impacts are fully scoped and shaped to support an efficient operation
- Effective handover of budgets and strategies to the Delivery & Insights team
- Work with Strategy Modellers & Insight Analysts to provide insights and recommendations to arrest/improve trends and remove risk
- Provide pro-active recommendations to improve People, Customer and Commercial success factors
- Devise and run Champion/Challenger pilots to drive continuous improvement
- Own strong relationship Management with all “up-stream” stakeholders to ensure demand and resource forecasts are informed with latest inputs
- Work closely with Relationship Managers to provide support to ensure all Stakeholder needs are met
- Contribute to a culture of continuous improvement, striving to achieve a ‘best’ in class Resource & Planning function
- 12 years 1 month
- Key Accountabilities
Senior Solution Design Specialist
Direct Line Group
Manchester
12.2013 - 01.2016
- To deliver value add analytics, leading edge recommendations and implementation of agreed changes to drive continuous improvement within the Demand Management Team and the wider Stakeholder Teams
- Provide on going analysis of BAU activities to provide insights on changes in performance and recommendations to arrest/improve trends.
- Provide pro-active recommendations to improve People, Customer and Commercial success factors
- On Ad-hoc basis, provide accurate and timely analysis to shed light on developing issues
- Identify through analysis of trends and variation risks to performance and implement action to remove risk
- Devise and run Champion/Challenger pilots to drive continuous improvement
- Own strong relationship Management with all “up-stream” stakeholders to ensure demand and resource forecasts are informed with latest inputs
- Work closely with Relationship Managers to provide support to ensure all Stakeholder needs are met
- 2 years 2 months
Resource Planning Specialist – Aggregate Planning
The Co-operative Banking Group
01.2013 - 12.2013
- C. 13,000,000 service calls
- C. 1,000,000 sales calls
- C. 10,000,000 IVR self-service calls
- C. 1,000,000 outbound calls
- C. 5,000,000 service processing items
- C. 50,000 complaints
- C. 200,000 claims
- C. 3,000 FTE
- C. 700 new recruits & 60 coaches
- Over 250 initiatives & 750 impact assessments per year
- Estimated initiative delivery of circa £10m
- 1 year
Data & Scheduling Analyst
Phones4u
03.2007 - 03.2010
- Scheduling using Erlang for Excel
- Call forecasting for the various areas within the business from customer service to sales.
- Real time adherence reports
- MI Analysis for Senior Management Team
- Point of contact for all sickness/absenteeism for P4U Direct Sales business
- Documented all processes to ensure smooth running of the Resource and Planning
- Realtime call monitoring via Cisco Webview
- Leavers Reports
- Absence Reports
- Reporting on agent / team / campaign productivity
- 3 years 1 month
Customer Service Manager
Vodafone
03.2001 - 10.2006
- Managing a team of 10-18 Customer Service Advisors.
- 6 years
Call Coach /Trainer
Vodafone
11.2000 - 03.2001
- Call coaching upto 50 agents on a 1:1 basis monthly.
- 5 months
Education
Advanced Diploma - Customer Contact Planning and Management
Ulster University
01.2016 - 01.2016
Engineering
City and Guilds
01.1990 - 01.1991
GCSE's -
Fair Oak High School
01.1985 - 01.1990
BSc (Hons) - Computing Science, Intelligent Systems, Computing and Business Technology
Staffordshire University
Skills
- Performance optimization
- Stakeholder communication
- Proactive issue identification
- Adaptability to change
- Resource prioritization
- Tableau proficiency
- Excel proficiency
- Strong communication skills
- Effective negotiation
- Capacity planning strategies
- Strategic capacity planning
- Recruitment planning
Certification
- Statistics Foundations 1: The Basics
- Jira Fundamentals Badge
Specialties
Cisco, Customer Service Management, Mentoring, Recruitment, Sales, staffing, Coaching, Training. Short term and long term forecasting, Ewfm Certified user, Budgeting
Timeline
Sales & Service Strategy Planning & Forecasting An
Aviva
03.2026 - Current
Strategy Development (Senior Analyst)
Direct Line Group
01.2016 - 03.2026
Advanced Diploma - Customer Contact Planning and Management
Ulster University
01.2016 - 01.2016
Senior Solution Design Specialist
Direct Line Group
12.2013 - 01.2016
Resource Planning Specialist – Aggregate Planning
The Co-operative Banking Group
01.2013 - 12.2013
Data & Scheduling Analyst
Phones4u
03.2007 - 03.2010
Customer Service Manager
Vodafone
03.2001 - 10.2006
Call Coach /Trainer
Vodafone
11.2000 - 03.2001
Engineering
City and Guilds
01.1990 - 01.1991
GCSE's -
Fair Oak High School
01.1985 - 01.1990
BSc (Hons) - Computing Science, Intelligent Systems, Computing and Business Technology
Staffordshire University