Aaron Gourlay

Aaron Gourlay

Analyst

Followers of Aaron Gourlay459 followers
location of Aaron GourlayAshford, England, United Kingdom

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  • Timeline

  • About me

    Senior Capacity Planning Analyst at Capita

  • Education

    • Ulter University

      2013 - 2015
      BSc Hons - Customer Contact Planning & Management Contact Centre 2.1 with honours
  • Experience

    • Stena Line Ferries B V

      Apr 1996 - Nov 2001
      Analyst

      Starting on the phones making day trip bookings worked up to the ACD Team where I was involved in delivering reporting and supporting the Resource Planners.

    • Brake Bros

      Dec 2001 - Mar 2003
      Business Analyst

      As one of two Analysts I managed day to day support for almost 50 account managers. Helping them maintain their monthly sales file and supporting the creation of the full year budgets. Also helped streamline operations by improving management reports by adding Visual Basic code to speed up repetitive tasks and shrink file sizes

    • Eurostar

      Mar 2003 - Dec 2020

      Managing a team of five delivering resource planning, management information and, development and support of a number of systems including Salesforce for Eurostar's contact centre. Supported delivery of new digital channel streamsProject managed replacement for workforce management systemDelivered strategy for opening hours to improve support options for customers and improve scheduling options for agentsProduction of contact centre budget files including liaising with Finance teams and Head of Contact Centre.Supporting other areas of the business through sharing best practice and support for some contact centre applications such as Telepoti CCC, Opentext Qfiniti, Avaya APC, Storm, Tableau, Power BI and MS Excel. Show less

      • Data and Reporting Specialist

        Aug 2019 - Dec 2020
      • Manager Operational Planning and Systems Management

        Jan 2007 - Aug 2019
      • MI Analyst

        Mar 2003 - Jan 2007
    • Professional Planning Forum

      Nov 2011 - Apr 2012
      Innovations Awards Judge

      Judge for the 2012 Innovations awards.

    • AXA

      Apr 2021 - Jun 2021
      Workplace Planning Analyst
    • Capita

      Jun 2021 - now
      Senior Capacity Planning Analyst
  • Licenses & Certifications

    • Contact Planning and Management 2nd Class Honours 1st Division

      Ulster University
  • Honors & Awards

    • Awarded to Aaron Gourlay
      Accredited Specialist in Data and Insight The Forum Jan 2021
    • Awarded to Aaron Gourlay
      Professionalism Award 2015 The Forum (Professional Planning Forum) Jul 2015
    • Awarded to Aaron Gourlay
      Planning Hero 2010 The Forum (Professional Planning Forum) Apr 2010