Eimear Matthews
Poor Clare’s Convent Date of Birth: 26 Jan 1984
High Street
Newry
Co. Down Telephone: 075 114 78 262
BT34 1HD
Profile:
A naturally creative person and problem solver with extensive experience as a specialist in resource planning and traffic management. Administrative experience within a number of fields. Highly skilled in the use of Workforce Management Tools such as Blue Pumpkin/Impact 360, IEX/Totalview and Avaya CMS. General knowledge of T-21, Sage, and Microsoft Office, specifically Excel. Friendly and approachable, working well as both an individual and as part of a close-knit specialist team. Passionate about achieving results, possessing a terrific learning ethic, and determined to succeed.
Key Skills:
• Articulate communication
• Good time management and organisation
• Excellent eye for detail
• IT literate
• Creative problem-solving
• Passionate about quality
• Able to work on own initiative
• Listens to other people’s ideas
• Works well under pressure
• Efficient analysis and presentation of data
• Building relationships with other staff members, both inside and outside my department
• Learns well both in a training environment and on the job
• Adaptable to changes within job role
Career Summary:
Teleperformance
Feb 2009 – present day: Resource Planning Analyst
Main campaigns include Samsung Electronics, Setanta Sports, National Pandemic Flu Service, Sainsbury’s General Merchandise, Financial Services Authority, Network Rail
Jun 2008 – Feb 2009: Forecasting and Scheduling Administrator - Setanta Sports
• Creation of agent schedules for multi-site campaigns with up to 2,500 FTE across multiple time zones
• Short and long term (up to 12 months) forecasting of call volumes, average handling times, etc. as per client requirements
• Working with the operation and with clients to ensure that...