JAMES FULLER

• Collating and analysing large volumes of data to identify trends and improvement opportunities. Presenting data-driven insights to key stakeholders and department heads to maximise performance.
• Conducting comprehensive performance reporting at team and individual levels, by delivering actionable insights to stakeholders to enhance operational efficiency and drive continuous improvement. Provided data insights leading to a service recovery within one month through strategic analysis and recommendations for BT Service.
• Effectively managing ongoing work items through strong time management with adaptability and flexibility. Agilely adjusting priorities to meet evolving business requirements whilst still meeting deadlines for BAU items.
• Preparation of performance data to facilitate internal business performance forums and ongoing discussions. Regularly liaising with key stakeholders to drive performance and ensure effective measurement and reporting of KPIs. E.g BT Retail Trade forums.
• Assisting in overseeing and tracking the performance of key initiatives, coordinating with multiple stakeholders to ensure delivery and achievement of success metrics. E.g BT Performance Incentives.
• Proven experience in effectively communicating with frontline teams through strong interpersonal and relationship building skills.
• Proficient in Microsoft Office Suite, ICBM, Genesys Cloud and PowerBI for comprehensive data analysis, reporting, and presentation.

• Led a team of customer retention specialists in a fast-paced contact centre environment, ensuring adherence, achievement of retention targets and management of service level agreement.
• Provided mentorship, coaching, and ongoing performance feedback to team members through one-to-one's and development sessions. Ultimately enhancing their professional development, skills and effectiveness in retaining customers and achieving KPI's. Identifying these improvements in performance through QA scorecards and customer feedback.
• Onboarded and facilitated full training of new team members which was instrumental in the ongoing success of the team.

*The role transitioned from BT to TAL with the TAL acquisition of the BT Life Insurance business.