Experience

• 

  Halifax

  Sept 2002 - Aug 2004

  Cashier

  • Counter service for deposits and withdrawals • Opening new bank accounts• Servicing and replenishing ATM• Dealing with customer enquiries• Achieved quarterly bonus scheme for hitting sales targets

• 

  The co-operative banking group

  Aug 2004 - Apr 2013

  Design and develop shift patterns for 250 FTE in Debt Management and Fraud departments, influence service levels by scheduling bespoke rotas. Control holiday budgets based on attrition. Relationship building across 3 occupancy sites. Maintain workforce management system to effectively track FTE, attrition and to assist with gap analysis, prompting recruitment. Lead meetings providing expert advice to the operational areas regarding resource and workload issues, discuss departmental performance with all key stakeholders and make recommendations for any changes to plans. Use capacity plans to regularly review short and long term shift coverage and shrinkages.Key Achievements:• Established a resource planning function in Fraud Operations, within a 6 month timescale. Developed resource gap analysis, recruited an extra 15 FTE to work 2 in 4 weekends reducing overtime bill by 50%. • Achieved consistent SLAs of 95% and eradicated manual backlogs in Fraud Operations, by allocating one team 90% of telephony skills as opposed to skills being split across several teams. Progress was visible within one week of the proposal and morale across the department improved significantly.• Completed a root cause analysis highlighting the costs/inefficiencies caused by system downtime and colleague lateness. Implemented a process to record and communicate operational costs incurred to senior management and the operational risk team. Reduced monthly losses from £10,000 to £4,000 in the first month of tracking lateness.• Automated the holiday booking process for advisors, delivered cross site training to 250 FTE. Automation saved 7 hours per week for the Resource and Scheduling team.• Devised quarterly holiday audit process, highlighting advisors with excessive holidays remaining. Published report emphasizing holiday availability, resulting in only 5 advisors losing holidays at year end opposed to 15 advisors the previous year. Ensuring treating internal customers fairly. Show less Real-time monitoring inbound and outbound campaigns, using systems such as eWFM, EG work manager, Avaya, RTA, Adeptra AVM and Aspect dialler. Achieved maximum outbound contact rate by manipulating dialler parameters and dialling within successful time slots. Controlled the allocation of manual work, including distribution of excess queues.Key Achievements:• Devised resource planning quality standards, assessed current skill level of each team member adapting training materials/requirements, reduced the key man dependencies ensuring a more efficient team. • Developed a resource planning function for secured arrears in Leek/Plymouth, delivered on site training to planning team on systems, policies and processes, for which I won a ‘Living our values award’ for best team in a supporting role.• Team Manager Cover - maintained relationships with team and business areas, managed workloads, prioritising where necessary. Measured the team performance through feedback and review of the results.• Initiated displaying advisor schedules on the intranet, no longer having to print out individual schedules saved time, cuts costs with saving printing/paper and increased schedule adherence/conformance. Show less Dealt with customers experiencing financial difficulties, worked excess queues making risk based decisions on customer accounts. Responsible for Debt Management Academy, delivered training, managed under-performance and set development plans with new entrants. Acted as referral point for 80 FTE.Key Achievements:• Won 2 awards at the annual Debt Management recognition evening for valued team member.• Revised Academy training manual, updating process maps, ensuring user friendly format. Reduced Academy program from 8 weeks to 6 weeks for new starters. Show less

  • Scheduling Analyst

    Feb 2011 - Apr 2013

  • Real-time Analyst

    Aug 2007 - Feb 2011

  • Customer Service Advisor - Debt Management

    Aug 2004 - Aug 2007
• 

  Bupa

  Jul 2013 - now

  • Project Manager

    Aug 2021 - now

  • Regional Workforce Planning Specialist

    Jan 2018 - Aug 2021

  • Workforce Management Specialist

    Jul 2015 - Jan 2018

  • Forecasting, Scheduling and MI Analyst

    Jul 2013 - Jun 2015