Daniel Hartshorn - Senior BI Analyst, Capita

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Work Background

Capita Pension SolutionsSenior Business Intelligence Analyst

Jan. 2023

Capita Pension SolutionsSenior Capacity Planning Analyst

Mar. 2022 - Jan. 2023

Studio Retail LimitedResource Analyst

Mar. 2021 - Mar. 2022Capacity Planning and Scheduling for the CS Org. Designed and built a Datapack containing key data covering Volume (Forecacst/Actuals/Carryover/Backlog), Headcount (Actual/Projected/Attrition/New Builds), Shrinkage, Performance, OSP metrics and Contact Type/Driver splits for use in weekly planning calls with Ops. Built multiple reports to support the realtime team and automate/simplify the data gathering process for the daily touchpoints. Designed new shifts to better support Employee Engagement with a team based focus. Im most proud of the live Stafflist i built in Microsoft List and Power Automate. The purpose was to ensure the accuracy of live data, facilitate self service and drive consistent processes depending on changes/updates made. It had the following features: > All changes are logged and tracked. > Certain changes trigger actions (ie when a leave date is added, required follow up actions are sent to the required teams). > Self checks on a weekly basis for missing data and potential data issues and informs the relevant people of the required actions to fix this. > Automatically creates exports/data that are required to feed other processes. > Batch imports of new starts from file to simplify setup of new staff. > Daily status update of each advisor (active yesterday - leaver today, active yesterday - long term absence from today). > Prompts relevant teams to follow up on soon to be ending long term absence (will the absence be increased or if the advisor is returning, what actions do we need to put in place to support their return - set shifts etc) > Reporting was updated and setup to use this for live hierarchy and status alignments to support Ops teams with greater accuracy.

AmazonWorkflow Manager

Oct. 2018 - Mar. 2020Meguro, JapanAs the Workflow Sr. Manager for Selling Partner Support in Japan I lead a team of 11 individuals to create and deliver data driven, cost effective and comprehensive capacity solutions for our multi-site, multi-channel network. I work with the leadership team to drive the direction of our capacity planning (long-term) and workforce management (short-term) network strategy, outsourcer strategy and new site requirements. I support local site management and workflow teams to optimize staffing requirements and manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.

Dell EMCDemand and Supply Planning Sr. Advisor

Sep. 2011 - Oct. 2018Kawasaki, Kanagawa, JapanAs a Senior Capacity Planner I was responsible for leading the EMEA (2011-2016) and APJ (2016-2018) Planning teams to develop long term staffing needs/plans to ensure service level targets are met across all campaigns. Collaborated with scheduling and operational teams to determine and eliminate service level challenges/issues, lead workflow enhancements, identify staffing needs, support operation improvements, and track quality metrics aimed at improving customer experience. Supported BA team to build accurate datasets and metrics for reporting and data analytics. Leveraged data visualization tools and lead forums for communication of feedback and best practices to add strategic value and insight for business decisions via communication of KPIs/trends. Mentored global capacity planning team members. Key achievements: > Designed and implemented innovative new planning models and methodologies. > Launched new case based metrics and planning process. > Lead global projects including standardisation, process improvement, cost saving initiatives and impact analysis for global initiatives.

The Listening CompanyLead Forecaster & Workforce Planner

Nov. 2008 - Sep. 2011Glasgow, United KingdomMy role within TLC is to take ownership and responsibility for a number of campaigns working with multiple corporate clients. This involves designing and planning the setting up of new campaigns, forecasting future requirements and delivery strategies, creating schedules, manage performance, ensuring KPIs and service levels are consistently met, working with operations to improve quality and employee engagement, organising future recruitment requirements and the implementation of campaign ‘ramp ups’.

The Listening CompanySP and Senior Reports Analyst

Apr. 2007 - Nov. 2008Portsmouth, United KingdomI provided a great variety of reports covering real-time delivery / adherence, customer service / customer resolution, staff quality/productivity, back office case resolution etc. Reports were tailored for both internal use (also split for audience ranging from team managers to senior management) and external (client) use.

Cafe CitrusShift Manager

Aug. 2005 - Apr. 2007Portsmouth, United KingdomShift Manager for Bar/Cafe.

Fleet Support LimitedTechnical Assistant

Jun. 2005 - Oct. 2005Portsmouth, United KingdomPlacement: Technical Drawings - CAD (3DSmax). Datastore - Create a datastore aswell as a front end to access the data. This includes the creation of tools to construct, combine and compress the data. .Net, vba, javascript and image scripting (for batch processing). Surveying.

Informatic LtdDeveloper

May. 2004 - Jun. 2005Portsmouth, United KingdomPlacement: Make Promotional Games For Mobile Phones (Java based retro games). Website Design, Build & Maintenance VB.net Programming IT Support