LinkedInShalain Armstrong
Shalain Armstrong

Shalain Armstrong

Analyst, Hr , Admin - Looking for contracts

Milton Keynes, United Kingdom
Information Technology and Services
  2. Accenture,
  3. Merchants Bank

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Labour Management Analyst

– Present

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I am a committed and hard working individual who enjoys getting involved in the task at hand. In addition to strong communication and organisational skills, I have a keen eye for detail. I have exceptional analytical skills, couples with the drive to investigate and report findings. My drive and ambitions make me an asset to any company.


Labour Management Analyst
– Present (3 years 4 months)Milton keynes

Assisting the Labour planning manager at LTN1 during peak 2011,provide analysis in various areas of the business with the main focus on agency associate absence and attrition. This included identifying trends and communicating with the on sites agencies to establish root cause and action plan for the repeat offenders on a weekly basis. Provide weekly metrics figures for Highlights and lowlights and Q4.
Peak duties included assisting with the weekly inductions with a focus on associate’s eligibility to work in the UK. Updated and implemented new starter check list for use throughout Amazon. Other duties include assisting the HR Business partners and HR Senior Business partner with projects and analysis.
Weekly involvement in agency team meetings and management of the Go no Go process.
Created and implemented the accurate background tracker for use in LTN1.
Updated the absence/attrition tracker and created training for LBA1.
Management of the AWR tracker in line with AWD for all fulfilment centres.
Management of the AWR Tracker for LTN1 including weekly liaison with the onsite agencies, weekly communication with the business analyst to ensure AWR payments are made for eligible associates.
Created and successfully implemented stage one of a new reporting facility for onsite agencies to record daily absence and attrition.
I am currently developing a database with advanced reporting functionality to be implementation in Stage two of the reporting process.
When required acted as proxy to the Labour Planning manager which included involvement in the site CPP meetings and continuous management of the CPP tracker on a weekly basis.
In line with amazon process carried out agency audits during peak to ensure compliance with amazon policy and contractual obligations.
Assisted with the conversion assessments process along with the Learning and development team for 80 associates in which 65 associates were converted to permanent associates.

Customer Service Analyst

(1 year 7 months)

Based within a large team - Primary Client Consumer Direct, in conjunction with Trading standards and the Office of fair Trading.
Main Duties Inc. Answering queries, from clients / consumers, liaising with associated companies and directing consumers to the relevant team or company dependant on the query.
Position required an in-depth knowledge of consumer law and legislation, relating to Energy Issues.
The overall Position was fast paced and a need for detail was imperative, as advisers were required to locate consumers with vulnerability and to know when to give further assistance, Inc passing cases to Trading standards and Extra Help Unit.
Position required an in depth knowledge of escalation procedures and the ability to relay relevant information to the consumer including details of Ombudsman or legal pathways dependant on the consumers needs.
Creative problem solving essential to help a wide range of clients on a daily basis.

Specialist Duties:
Sole Knowledge Base administrator as trained by trading standards, responsibilities include updating and overhauling of information for entire Consumer Direct energy and post teams.
Consumer Forum manager, responsible for monthly meetings to assess current team issues and create resolutions to resolve current and ongoing issues within the energy and postal sectors.
Sole responsibility for case systems analysis, including ensuring referrals sent are received by referred party, collate data to monitor patterns and resolve any current issues seen to arise.
Regular tasks inc. Creation of training documentation and factsheets to assist consumer direct team with tasks at hand, Inc business process and key contact information.

HR Advisor

(1 year)Milton Keynes, United Kingdom

Contractual Duties:
Based within an Accenture HR Team - Primary Client inc. British Telecom
Main Duties performed included all vital Human Resourcing functions such as:
Dealing with Contracts, Reference Requests, Salary Changes, Annual leave calculations, Bonuses.
Position required an in depth knowledge of company Policies and Government guided Procedures.
Maintained the overall Functioning and processing of queries relating to Disciplines, Equality & Diversity, Counselling, Job Roles and Banding.
Worked within the HR Team to produce and raise cases, direct to the individual's queries and needs, and in certain circumstances investigating and liaising with the specialist case advisor and HR specialist to insure that the correct company policy and procedures were implemented.
Provided support and navigation for self service applications done by the end user.
Specialist Duties:
Constantly created and updated all training materials used across the company on all subjects for newly recruited employees and constant up skilling of current employee's requirements.
Maintained the primary 'Knowledge base' for Peopleline including updates to LWI, implemented and maintained all local Processes and information.
Maintained ongoing service level agreements between BT and Accenture.

Customer Service Analyst

Merchants Bank
(9 months)

Working for the Financial services Group Lloyds TSB, Main responsibilities included:
Data Entry, Telephone service - including escalations, investigations and detection of fraud.
Maintained the communication between clients and financial services Group.
Facilitated the implementation of World Wide customer focused banking - Money Travel Card.
Provided ongoing financial advice to customers on a day to day basis.
Maintained ongoing service level agreements between Merchants Bank and Lloyds TSB.


  • Access
  • Excel
  • Outlook
  • Lotus Notes
  • Oracle
  • Oracle Reports
  • PeopleSoft

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