Charlene Blackshaw

Experience

• 

  Tesco

  Nov 2005 - Jun 2007

  Customer Assistant/ Customer Services
• 

  TSB Bank

  Jun 2007 - Aug 2007

  Clerical Support

  via Reed

• 

  E.ON UK

  Aug 2007 - Apr 2022

  Key Responsibilities:● End to end management of multiple systems which support the operation, CCP, Nice Call recording, NICE Work Force Management IEX● Utilise strong attention to detail by updating NICE WFM, CCP and Call Recording to ensure all systems are aligned in terms of staffing changes● Establish relationships with internal stakeholders, such as Manager, colleagues, E.ON IT and HR to enhance the organisational data alignment process● Support with the resolution of issues by highlighting problems with IT and other outsource partners with the aim of reducing the impact on the operation following through to resolution● Managing IT Incidents through Service Now. ● Continuous evaluation and analysis of ways of working and ensure that all processes are documented and maintained for clear hand overs for absences● UAT Testing to help support projects to drive customers experience and reduce cost to serve● Support the implementation of Natural Language understanding using Google Dialogflow. Show less Key Responsibilities: ● Targeted call listening and viewing of internal system customer account details, to validate hypotheses and identify route causes through analysis● Support senior analysts in development of insights and solution designs using knowledge of operational processes and data analytics. ● Enhance efficiency by identifying opportunities for reducing call demand● Collaborate on the implementation of solution designs● Perform ad hoc analysis and generate key insights Show less ● Served as first point of contact for any issues, gained insights into problems to create bespoke solutions with the aim of improving sales performance and customer journey, followed up to ensure resolution● Supported with decision making by utilising Commercial Management Information (MI) with a combination of customer insight and research to investigate and provide routine and ad hoc analysis highlighting issues and risks● Worked closely with key areas of the business and stakeholders within Sales Operations to support delivery of initiatives and projects Show less Key Responsibilities: ● Utilised forward planning skills to ensure all work was delivered on time and to targets across an assigned area within the Channel Support ● Embedded processes to ensure the timely delivery of all supporting equipment requested to sales channels● Acted as first point of contact for all telephone, email and mail correspondence; ensured that any urgent matters were resolved● Maintained spreadsheets through data input, to ensure all records held were accurate and up to date● Analysed all costs in relation to support activity spending is approved by relevant cost centre owner before processing, to reduce spend● Provided regular updates relating to risk in relation to the business or customer impact● Oversaw the daily management of vehicle fleet, ensured compliance with all legislation● Completed numerous key tasks, such as managing invoices through SAP Show less

  • System Support Analyst

    Apr 2016 - Apr 2022

  • Demand Reduction Analyst

    Apr 2015 - Apr 2016

  • Sales Optimisation Analyst

    May 2014 - Apr 2015

  • Channel Support Administrator

    Oct 2012 - May 2014

  • Customer Service Agent

    Aug 2007 - Oct 2012
• 

  DHU Health Care CIC

  May 2022 - Oct 2022

  Scheduling & Planning Analyst

  ● Supporting the implementation of a new workforce management system (NICE) into the contract centre for NHS111, including the development and implementation of solutions to ensure a smooth transition for over 800 advisors.● Introduced Agile Methodologies to improve successful project delivery.● Defining, improving, and documenting processes, challenging the status quo.● Identifying scheduling issues to the operation and suggesting resolutions.● Engaging colleagues through direct planning and addressing shift-related queries.● Producing reports and conducting data analysis to identify optimization opportunities. Show less

• 

  Kontoor Brands, Inc.

  Nov 2022 - now

  Customer Service and Credit Reporting Analyst

  ● Interpret complex data from multiple sources and design and develop Power BI reports ensuring they are effective, robust, and accurate.● Extract, manipulate, and consolidate data from diverse platforms including SAP GUI, SAP Fiori, Excel, and Access, SharePoint, ensuring accuracy and completeness.● Ensure the timely and precise delivery of Month End and Quarter End Financial Reports, maintaining a meticulous approach to accuracy.● Interpret stakeholder reporting needs adeptly, effectively managing expectations and aligning deliverables accordingly.● Foster user engagement and comprehension by facilitating training sessions, sharing insights, and soliciting feedback to optimise report utility and understanding.● Commit to ongoing enhancement of reporting analysis skills, fostering a culture of continuous learning and improvement. Show less