James Jones

Experience

• 

  Conduit

  Nov 2008 - Aug 2010

  Customer Service Representative

  Tasked with answering projecting a professional company image through phone interaction with existing clients. Main duties include answering customer enquiries, resolving their problems, up selling & making appointments for engineers.Providing advice, information and assistance to callersAttempting to resolve all enquires on first contact with the caller.Dealing with a customer’s queries, requests, orders or complaints.Research required information for callers using available resources.Identifying and escalating priority issues or customer complaints.Having a professional and courteous manner at all times.Taking ownership on all calls and queries answered.Accurately recording details of calls and issues on logging software. Show less

• 

  Firstsource

  Aug 2010 - Oct 2013

  Carrying out complex analysis on data from various unrelated sources in support of management & client requests. Also involved in reporting statistical findings to work colleagues and senior managers on a daily basis.• Manipulating & processing data using Excel.• Analysing raw data, drawing conclusions & developing recommendations.• Writing SQL scripts to manipulate data for data extracts.• Supplying qualitative and quantitative data to colleagues & clients.• Production of regular and ad hoc business reports.• Set up campaigns and dialing lists in line with business requirements • Coordinate month-end close reporting and produce daily, weekly, monthly and quarterly reports to highlight key insights.• Continually review, make recommendations and implement process improvements – such as combining the various performance report as CSR movement across campaign’s increased.• Responsible for managing all aspects of the dialler encompassing implementation, testing, support and daily maintenance including loading and managing data, user access, problem solving, for outbound solutions.• Liaising with end-users and 3rd party suppliers. Show less Ensuring that staff are motivated, monitored and measured in line with the company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers.Motivating the team to achieve high standards and KPI targets.Arranging & leading weekly team meetings, focusing on targets & achievements.Mentoring and developing junior and new staff.Involved in the recruitment of new staff.Providing prompt and accurate information on individual performance.Dealing with and resolving problems and issues which arise.Launched new initiatives to improve performance.Praise team members and creates a positive working environment. Show less

  • MI & Dialler Analyst

    Mar 2012 - Oct 2013

  • Team Leader

    Aug 2010 - Mar 2012
• 

  NIQ Brandbank

  Nov 2013 - Sept 2015

  Integration Support Technician

  Responsible for the distribution of Product Data, Images and Objects to existing, and new customers, blurring the boundary of where the Customer ends and Brandbank begins. • Requirements gathering at Commercial and Technical Levels.• Visiting Customer sites to present proposed solutions to stakeholders.• Delivering the Brandbank Syndication service in such a way as to make our customers sites, projects and products a success while reducing their development commitment and therefore cost.• Knowledge Transfer and basic training.• Construction & management of “Syndication Feeds” using a bespoke “On-Rails” system (BlackBox).Technical Product/API Support for customer’s in-house & 3rd Party Development teams. Show less

• 

  James Paget University Hospitals NHS Foundation Trust

  Nov 2015 - Dec 2019

  Information Analyst

  Primary responsibilities to assist with the operational data re-quirements aligned to corporate objectives of the Trust’s Divi-sions. Also maintaining Information Services data warehouses to ensure the appropriate information is available to the Ser-vices within the Division and provide them with reporting suites to ensure effective decisions can be made on a day to day operational basis and future planning.• Create reports on SSRS reporting server • Create SSIS solution to import data held on spreadsheets or other databases and link to primary database• Run daily data loads to the data warehouse within a timely manner. • Complete Ad-hoc reports to assist with various projects, by writing SQL queries to query various databases• Provide advice to the Divisions on how best to store local data in the appropriate format.• Produce monthly Divisional performance dashboards on key national and Divisional performance indicators• Present complex information to individuals or groups within the Trust and to ensure it is understood and acted upon appropriately either verbally or written.• Migrating Access databases to SQL server to create efficiency in data storage• Help identify requirements that would allow smooth integration with existing data warehouse when departments are acquiring new software• Respond to external requests for information under the Freedom of Information Act and respond within the legislated time Show less

• 

  Wex Photo Video

  Dec 2019 - May 2021

  Data Support Engineer

  Provided database support for IT operations including data fixes, data analysis and reporting duties. Helping to maintain IT operations and to capture, document and fix issues proactively to ensure and improve the availability of all IT systems across the business.​ ​Reporting to the Infrastructure Team Lead and working with colleagues in IT and across the wider business to identify opportunities for data improvement across all IT systems. They will work closely with the DBA to understand the data architecture at Wex. ​Resolving data-related support issues through appropriate queries and database operations Creating and updating reports for business users across the business Assisting, supporting and coaching other members of the support and IT teams in the appropriate use of data Improving the accuracy and quality of data across all our existing systems Working with the DBA to assist in the migration of data to other systems Show less

• 

  James Paget University Hospitals NHS Foundation Trust

  May 2021 - now

  Business Manager

  In conjunction with the Divisional Operations Director, Deputy Divisional Operations Director and Operational Managers, support the delivery of major change programmes within the Directorate applying the principles of service redesign and change management, liaising with Nursing and clinical colleagues where necessary. Establish the effective use of management information as a basis for problem solving and decision making Support in the preparation of Directorate activity and access plans and produce capacity and demand models Support in the preparation of directorate service plans, which will contribute to the Divisional strategy Development of business cases and other proposals for service improvements, for submission to Divisional Board and Executive Board Ensure effective systems for involving patients in planning of services and providing feedback Support in the formulation of Directorate/Departmental operational plans and ensure that these contribute to the achievement of Divisional plan and are supported by benchmarking and capacity planning models Support the Divisional Operations Director with the monitoring and update of Service Level Agreements and other contracting requirements in collaboration with the Contracting Team and Specialty Leads. Show less