Aaron Gourlay

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