CHRIS TAYLOR
Efficiency, Planning and Resourcing Manager
07949671116 - christotaylor1994@gmail.com
Flat 2, 19 Radnor Bridge Road, Folkestone, CT19 6AS
PERSONAL PROFILE
Experienced Customer Experience and Workforce Planning
professional with strong leadership and relationship-building
skills. Adept at analysing customer journeys to reduce pain
points, forecasting customer demand and matching resource to
that demand.  and matching resource to demand.
Team leader in a fast-paced operational environment who
strives for excellent customer and stakeholder outcomes
delivered in a consultative and agile way.
ACCOMPLISHMENTS
Worked directly with internal and external stakeholders to
deploy a new customer contact technology into the centre.
Created the business case and followed the project through
until benefit realisation.  management of the call centre.
Reduced customer service payment contacts by 30% by
developing self-service options in conjunction with
stakeholders. 
Developed reporting within operations which has led to
increased KPI's relating to productivity.
SKILLS
Customer interface expertise
Exceptional workflow management
Strong problem solving aptitude
Team leadership
Process implementation
EDUCATION
University of Ulster Business School
Customer Contact Planning and Management DIploma -
Level 5
Diploma covered customer reporting and analysis, customer
service technologies and experience management. Working
towards a degree in this field now.
Rye College
Several GCSE's A-C including Maths, English and IT.
EMPLOYMENT HISTORY
Efficiency, Planning and Resourcing Manager
Saga Holidays and Cruises | Nov 2018 - Present
Responsible over forecasting multi-channel customer contacts
 
Ownership of work allocation throughout the customer
operation.
Analysing customer processes as part of the continuous
improvement strategy to reduce avoidable contacts and
optimise customer journeys.
Managing a small team of analysts to deliver consistent
outcomes that delight our stakeholders. 
Competent on customer service management systems and
databases.
Developed all process controls and metrics for daily
Initiated operations improvements to improve overall call
centre productivity.
Efficiency and Real Time Analyst
Saga Holidays and Cruises | May 2017- Nov 2018
Conducted research to address customer concerns.
Effectively communicated with and supported sales, marketing
and administrative teams on a daily basis.
Developed a reputation as an efficient service provider with
high levels of accuracy.
Effectively managed a high volume of inbound and outbound
customer calls.
Managed high call volume with tact and professionalism.
Analysed call volume and average call time to monitor
Customer Service Representative performance and
productivity.
Resource Planning Analyst
CHMC Ltd (Saga Claims) | May 2015- May 2017
Responsible over all shifting, call predictions and real-time
analysis for a small team of 40. 
Responsible over all departmental reporting relating to
efficiency and people metrics. 
Built cross-divisional relationships to create better customer
outcomes across the Group.
Other Roles
Claims Handler - Saga Claims/CHMC - 2014-2015
Sales Representative - Ancestors of Dover - 2013-2014