Nathan Douglass

Experience

• 

  Mason & Martin Funeral Homes

  Jan 2007 - Jan 2007

  Funeral Consultant
• 

  Bourne’s Legal

  Jan 2012 - Jan 2012

  Business Development Executive
• 

  ADT

  Jan 2012 - Jan 2015

  • Evaluated advisors’ calls with both customers and internal colleagues in other departments ensuring the advisors adhered to the company’s policies and met their KPIs.• Provided feedback and suggested data-driven solutions to improve the quality of the service and customer experience. • Developed and led performance improvement and training development programmes and coaching sessions. • Managed new advisors and supported them with their career progression within their teams by creating individual plans based on the advisors’ skills and any ongoing issues they encountered. Show less

  • Quality Analyst

    Jan 2015 - Jan 2015

  • Grad Bay Manager

    Jan 2014 - Jan 2015

  • Grad Bay Support/Supervisor

    Jan 2013 - Jan 2014

  • Customer Service Advisor

    Jan 2012 - Jan 2013
• 

  Ao.com

  Sept 2015 - now

  Reporting Analyst

  • Prepared Power BI dashboards for the cancellation data for senior management to explain the latest trends and to enable efficient commision management.• Constructed easy to use SQL queries to facilitate data reporting on cancellations, sales, etc.• Developed and maintained an MI and reporting framework for quality trends, challenges, complaints, team scoring, etc. and regularly prepared materials for FCA SM&CR Oversight meetings.• Streamlined the challenge process by developing an automation tool to improve the standards of raising challenges for 6 departments and provide transparency to the company’s senior management.• Monitored and evaluated sales calls and marking against a scoring matrix to ensure that the company’s standards for quality, GRPR and DPA as well as KPIs are met.• Coached sales managers and senior sales managers on compliance framework and offered feedback and improvement suggestions. • Managed the QA team after the structural change within the company and ran collaboration sessions to make sure individual and collective performance goals are reached. Show less