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    Brian Ferriday

    Brian Ferriday

    Excel / VBA specialist - MI / Data analyst

    Barry, United Kingdom

    I am an experienced MI/Data analyst with advanced skills in Microsoft Office, with particular expertise with Excel, Word and Outlook. I am fully profficent in the use of Excel...Read moreI am an experienced MI/Data analyst with advanced skills in Microsoft Office, with particular expertise with Excel, Word and Outlook. I am fully profficent in the use of Excel Macros and VBA.

    I have extensive experience of working in Contact centres both as a frontline agent and as a team manager. I have specialised in MI and KPI reporting, primarily working with EXCEL and VBA, sourcing data from Crystal reports, BI-Query and other sources, combining it into clear and easy to read reports, as well as writing various data analysis tools and automating many tasks through the use of VBA and Macros.

    I thourghly enjoy this type of work and have turned my skills to various areas throughout the companies I have worked in.

    e.g. Automating the production and analysis of Customer Satisfaction surveys to clients of the LTSB IT support desk

    Writing call driver analysis tools for the Incident Control teams on the LTSB it support desk

    Writing an VBA/Excel tool to analyse the existing gas service schedule and re-arrange in according to a new preset route by area and forecasted engineer availability for rct homes.

    Automated the production of daily reports for RCT Homes. Bi-Query delivers raw data to outlook, this is saved automatically to a folder. When the daily reports are opened ,they pull in the data, format it and generate individual KPI reports, emailed directly to each team leader , all done at the touch of 1 button.

    This is but a few example of the work I have produced over the last few years.

    Area Covered: South Wales / Bristol
    Work Experience Summary: RCT HOMES -

    Contact Centre Team Leader Jan 2011 – July 2011 - Brought in on fixed term contract to improve/develop kpi & mi reporting for the contact centre and housing maintenance unit.

    LLOYDS BANKING GROUP/FUJITSU SERVICES – IT SUPPORT DESK Feb 2008-July 2010 - Contact Centre Co-Ordinator manager / Resource Manager. Employed to set up and maintain kpi/mi reporting. Produce Staff and call volume analysis and forecasting, to manage workflow to 90+ frontline contact centre agents.

    FUJITSU SERVICES – IT SUPPORT DESK June 2004-Feb 2008
    Employed to provide IT support to customers of Virgin.Net / Tesco.Net, NTL Freedom and Which Online.


    Education
    -----------------

    Summary: • 8 GCSEs Barry Boys Comprehensive 1986

    • BTEC OND in Computer Science,Barry College of Further Education 1988

    • BTEC HND in Computer Science, University of Glamorgan, 1991
    Degree: HND
    Field of Study: Computer Science
    University / College: University of Glamorgan
    From:02/Sep/1991 To:09/Jul/1993

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    call centermicrosoft excelcopy typingInformation Technology support (IT support)microsoft frontpagemicrosoft wordVBA programming languageVisual Basic programming language

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