Stephen Alexander

• Develop and maintain optimal schedules for planned work, balancing operational needs and employee fairness, including weekend and evening shifts for 150 field engineers.
• Provide analysis and insights into volume drivers, customer contact history, and repeat contacts to enhance forecasting accuracy for both planned work and repairs.
• Track, analyze, and report on all resource planning assumptions and workload volume drivers, using historical data to forecast future demand and required engineer headcount as well as areas for future expansion.
• Analyze seasonal trends to create transparent resource requirements by skill and trade, proactively highlighting concerns and proposing solutions.
• Effective Scheduling and Resource Planning of all ‘Off-Line' activities ensuring minimal impact to KPI's and accurate reflection of all time that isn't spent processing work is captured and tracked accordingly to ensure accurate shrinkage reporting.

This involved planning and forecasting client needs against predicted and historic values to creating training plans and work flows to accommodate the ongoing client changes.

• Each account within the call centre has their own profiles, opening hours and staffing requirement. Be this Belstaff needing support for German language agents to RSPB wanting support for a 12 hour opening, 7 days a week.
• Analysis of productivity to drive change and development of staff, create call and blended work patterns and schedules.
• Accountabilities include: Communication with internal and external clients, such as couriers, other departments within Prolog.
• Managing client expectations and meeting there changing needs.
• Forecast, planning and development of current and future clients via Verint 360 and Polaris systems.
• Agent schedules produced in TotalView.
• Invoicing and cost analysis in Excel and TLF (Timesheet logging Fatalities) and SAGE.
• Report findings and changes to senior management as well as clients.
• Real time tracking of call via Avaya call platform.
• Provide the contact centre manager daily and weekly service reports.
• Add hoc reporting for various stakeholder within the business.
• During this time a new email handling system was developed in partnership with Claritas to better handle the growing demand in email contacts. This resulted in a better customer experience and reporting capability.
• The invoicing process was changed to which resulted in a reduction in time spent as well as reduction in costs and increased revenue.

The day was split between dealing with agent questions relation to their customer queries on a variety of account such as Belstaff, RSPB and some of the government accounts that the contact centre handles.

• Planning and forecasting client needs against predicted and historic values to creating training plans and work flows to accommodate the ongoing client changes.
• Analysis of productivity to drive change and development of staff.
• Other aspects involve meeting with clients, liaising with other departments and outsourced service providers.
• Meeting and exceeding client expectations as well as ensuring their KPI's are also achieved.
• I was also involved with the planning the support and implementation for new contracts as well as staffing and invoicing for the monthly costs of the contact centre.

I had been involved with the Belstaff account since its transition from Sudbury to Sherwood Park including the production and implementation of training materials. I had been directly responsible for training new team members on the complexities of the account and systems. I have been involved in telephone and face to face conferences with our partner companies including eCommera, UPS, Yodel and credit card providers and in contact with Highland Council Trading Standards regarding counterfeit goods.

Accountabilities include:

• Communication with internal and external customers including email support, taking orders, query resolution and troubleshooting of issues.
• Signposting queries to the relevant part of the business as needed.
• Arranging customer returns, chasing of payments, resolution of delivery and return issues including liaison with UPS and Yodel regarding international and UK deliveries and collections.
• Flagging procedural issues to management for consideration and further action.

I also developed processes to flag procedural issues to management as well as implemented change to process when US Customs revised the information needed for returns as exports and produced training and development material for the team. This resulted in returns clearing customs quicker and refunds back to the customers were smoother.

My role was a Response Contact Centre Agent working for Prolog for the Department for Work and Pensions within the Financial Processing Department. The role was extremely varied and utilises professional skills of analysis and organising of information, high volume data interpretation, verification and input.

Accountabilities include:

• First port of call for incoming DWP mail.
• Efficient processing, organising and batching large volume incoming mail.
• High volume verification of complex data (both manual and computerised).
• Scanning and uploading data to verification software including correction and analysis of data.
• Analysis of information including troubleshooting incorrect/rejected paperwork to redeploy to Applicants with guidance as necessary.
• Updating and carrying out checks on computerised GovServe software.

My target achievements exemplified my keen eye for detail and appreciation of the need for a high level of accuracy in conjunction with a high-volume turnover of work. My Team Leader repeatedly commended me on my high level of data accuracy and verification, quality audits were always passed and accuracy was over 98% ensuring that I exceeded work goals and team target expectations

• Taking incoming public calls regarding winter fuel allowance payments.
• Using in-house “Fusion” system to check identification records against held in accordance with the data protection act.
• Advising customers to ensure a suitable outcome to their enquiries.
• Signposting customers to other relevant departments and agencies as necessary.
• Amending customer details on secure database as necessitated by changes in circumstance to aid the payment process.

• During my time at PC Servicecall, a call centre for computer related problems, I progressed from customer product advisor to technical consultant.
• The calls I handled were from both our own on and off site engineers and repair teams as well as general public calls for all hardware and software problems.
• In addition to this I have was also trained in email support.
• I have also undertaken various team leader duties including team briefings and training new members of the team when they join.
• Responsibilities included:- Working part of a team and on individual basis.
• Detailed note taking.
• Confident and polite phone manner.
• Negotiating with the customer to reach a mutually acceptable outcome.
• Listening and troubleshooting skills.
• Working to deadlines.
• Meeting customer needs.
• Produce training material and information on areas that the team needed.
• Training and support of the team in day to day duties.