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Work Background
Appleby CreativeBusiness Owner
Aug. 2024Scotland, United KingdomProofreader, Editor, Copywriter and Researcher
Appleby TechnicalSmall Business Owner
Jan. 2020FifePlanning, forecasting and data extraction, manipulation analysis and visualisation. Business communication channel management (voice, chat and social media), Business Continuity management. Available as a speaker on various Contact Centre topics ranging from Working in a Multicultural Multilingual Environments to Agent Development and Empowerment via Siloism and the Perils of Process. Always with humour and always exactly to time!
APPLEBY ELECTRICSSmall Business Owner
Dec. 2019FifeGeneral Electrical Installation and Maintenance. Specialisation in Interior and Exterior Lighting alongside large scale Public Address systems (including Safety Critical environments such as Stadia)
Standard LifeResource Planning and MI Analyst
Oct. 2017 - Dec. 2019Edinburgh, United KingdomCurrently working on automation, WFM and MI projects with a diverse range of tools, and, customers.
HSBC Retail Banking and Wealth ManagementRBWM
Sep. 2015 - Aug. 2017Malta
Overland HealthHead of Operations
Mar. 2015 - Jun. 2015Malta• Complete responsibility for day to day operation of a 70+ FTE contact centre. • Directly managing the senior management team to promote continuous improvement, quality, and the best customer experience possible, therefore, delivering a seamless customer journey through a complex path. • Introduction of MBO / MBR targeted development and training programme for Senior Managers. • Being a champion of the customer and driving a high level of service across the brand. • Responsible for managing a financial turnover of circa 20 Million Sterling. • Short, medium and long term headcount planning including managing recruitment forecasts. • Ensuring all aspects of daily operations of Overland Health run effectively and efficiently. • Management responsibilities include all aspects of the HR and IT functions. • Analysing business performance in order to coach and develop staff at all levels. • Design and introduction of new staff recognition and incentive scheme. • Rollout of new Staff Consultative Committee to ensure staff voice heard at all levels. • Design and rollout of targeted staff satisfaction survey.
BetClic Everest GroupPlanning and MI Design Specialist
Mar. 2012 - Feb. 2015Malta• Development of Automated Contact Centre reporting tool reducing Contact Centre reporting times from a full day's task to one hour, saving one full FTE whilst allowing management at all levels to 'dial a report' as and when they require rather than wait for reports to be delivered. • Leading the project to re-develop all current MI models to ensure ‘best in class’. • Rapidly developing a new Team Manager MI tool. Leading to a reduction in TM daily reporting workload from circa two and a half hours to fifteen minutes, saving approximately seventy five man hours per month per manager including attendant training sessions. • Development of controlled script trials to enhance cross-sale-propositions including completing advanced Quantitative Vs Qualitative analyses to ensure greatest return on ROI. • Development and Implementation of Annualised Hours program including MI and Tracking tool design and Authoring allowing incremental upsizing / downsizing over peaks and troughs without increased headcount and associated costs. • Scoping, writing and delivering a basic and intermediate Excel training program for all staff, currently having saved the company circa €15,000 when compared to an external provider. • Operational Analysis of Contact Centre operations to drive continuous improvement and enhance the Customer Journey. • Development of a Team Manager training program, designed to develop Team managers and assistants where there is strong product knowledge but development required within the Contact Centre skills arena. Covering areas such as Contact Centre Metrics (FTE Calculations/Shrinkage impact), decision making methods, incident management, Intermediate Excel / spreadsheets, tools and technology. • Working at all levels to introduce best practice and continuous improvement throughout the entire contact centre infrastructure, along with encouraging a "Best service is no service" culture.
Standard LifeSenior Business Information Analyst
Mar. 2002 - Aug. 2010
PruHealth (was Standard Life Healthcare)UK WFM and Business Telephony Manager
Feb. 2002 - Feb. 2012Stockport, United Kingdom• Responsible for all capacity planning, telephony design, forecasting and planning prior to the successful on-shoring of all current UK client facing activity based in South Africa (transitioning circa 100 FTE). • Managing the outsource relationship with third party WFM Support (Mumbai). • Accountable for Telephony BI and Technology support across a large multi-site estate. (UK: London, Manchester, Bournemouth) South Africa (Johannesburg) India (Mumbai, Chennai). Working with 1000+ staff (500 in direct contact centre operations, all others within technology remit). • Responsible for all data gathers, planning, and network / call-flow mapping with attendant staffing requirements for a multisite VOIP implementation including test scripting and rollout procedures, leading to a completely successful implementation. • Previously responsible for design and provision of both Financial and Statistical BI, supporting key business management and financial controls, ranging from day to day MI through to complex fraud investigations.
SitelProject Analyst
Mar. 1997 - Mar. 2002Project reporting and comissioning analyst.
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