Successfully project managed and delivered client Back Office backlog burn down of 7000enquiries on time (Oct 2013 to April 2014) which the incumbent call centre had failed toprocess (Total 21,000 enquiries and complaints efficiently resolved) using Lean processesProven experience of managing a 22+ people team who were newly recruited and withvariable skill setsImplementation of systems and processes for investigating Engineer disputes (4000+)Production of dashboards and management information to track charges/credits/disputesOrganised, ran and monitored weekend/evening ‘call centre’ activities ie calling back clientcustomers, dealing with issues. Data used for analysis of customer issuesAbility to identify process improvements ie identifying team strengths and split team intosubject matter expertsAssess and monitor agent quality through call calibration (internally and with Client Seniors)Initiated, led and implemented Business Process Improvement to deliver the projectAbility to manage and motivate a cohesive winning team, ability to lead by exampleAdvanced written and oral communication, organizational, analytical and problem solvingskills, emotionally intelligent Recognised and rewarded by Fujitsu for being Responsive Gathering requirements and identifying root cause of business problems and fixing themIdentify all tools required to drive the project. Ability to multi task across a range of activitiesTrack and update stakeholders and sponsors regularly with status updatesLiaise with internal and external departments to resolve more complex queriesDeliver First Time Resolution – efficiently handling and resolving customer queriesMonitor and own daily and weekly SLAsHR functionality – onboarding of staff, managing sick, annual leave and the entire employeelife cyclePerformance Management, monthly 121s, appraisals and mentoring/coaching/inspiring teamDemonstrate and drive continuous improvement in dispute resolution

PA to the Chief Delivery Officer (CDO) Managing diary and planning meetings with internal and external stakeholdersAssess and prioritise correspondenceUnderstand and proactively manage customer escalationsPresent clear, targeted communications to all key stakeholders, to support businessreadiness and promote engagement in deliveryMonitor, identify and question spend across Group Operations cost centres by monitoringcost saving initiatives with mobile phone usage, fuel, personal expensesMonitor overtime across the client budget, pull MI for overtime by cost centre and identifyexception register – organize and participate in call across seniors teamDevelop customer/stakeholder relationshipsBook UK and foreign business travel for seniorsOrganise corporate hospitality for Seniors including Silverstone and Six Nations RugbyExperience of bringing in new suppliers and identifying operational costsWork with MI to produce slide packs with trend analysis for Senior Management Team andpresentation at Seniors MeetingEdit, own and publish a quarterly Group Operations in house magazine (Download) for CDO for Virgin Media field engineersOrganise new starters laptops, phones, donglesRaise paperwork for new starters, ensuring budget was in place to cover costs for agency and subcontractor invoicesRaise all purchase orders for staff and services, check and approve for paymentOrganise team events, Christmas parties, meals, ad hoc activitiesAll other duties as requested