Andy Dobson Email & Phone Number

Basingstoke, England, United Kingdom

Guildford, England, United Kingdom

Supporting several squads of software engineers. Enhancing our fraud detection product (NetReveal) used by global insurance companies

• I worked with 3 squads within the Product and Transformation department:Wholesale Business Broadband Integration
• Our squad designed and developed 2 new broadband access methods, integrating them into wholesale stack.
• Assisting Wholesale partner integration with our next gen APIs.Supporting our customers through reduced cycle time for on-boarding and faster product launches
• Developed an Agile approach to delivering process improvements across our Business Sales and acquisition teams.
• Reduced the cycle time for Business customer on-boarding Supported the Business Marketplace Squad who launched a brand new online portal that enables customers to order and manage their product portfolio across all.

Newbury

• Working in the Digital space, we're constantly developing the company website and APP so our customers can self serve where possible and find information easily. It's a busy place
• We developed new App capabilities in line with customer feedback, increasing self-service opportunities and increasing App utilisation.
• I created a balanced dashboard which enabled the squad to understand and focus performance improvements, whilst providing coaching and mentoring.
• Simplified the customer journey for selecting options for GDPR and privacy preferences
• I supported a second squad from our Enterprise sector, for 4 months, who worked Kanban, launching 2 major marketing campaigns

Berkshire, England

• Using Lean Six Sigma and Agile approaches to improve customer satisfaction for key journeys. Addressing error root causes and waste, through problem solving, data analysis and process improvements.
• Reduced cycle time for Network fault reporting and online visibility from 8 days to 2 hours
• Business transformation project within Customer Service and Operation, leading the team to design and implement a new way of working, yielding 62% operational effectiveness gains and customer satisfaction gains to tNPS.
• Led agile hit squads for targeted issues, removing customer complaint drivers by addressing root causes, resulting in a 70% reduction over 12 months
• Identified and corrected a data transfer issue that reduced the need for 3000 customers to seek help each month, additional benefit of improving financial control by £2m

• I created a successful home improvement business through being completely customer focused, solving problems every day, building a strong brand and reputation for quality
• Putting the customer first, by understanding their needs and delivering their chosen solution
• Delivering regular projects within design and budget constraints, managing risks and issues quickly and effectively.
• Developing relationships with sub-contractors to ensure minimal disruption to project schedules without compromising on quality

• Managed the reference data team, who partnered business units to support company reporting. Led the introduction of a new reference data tool for Vodafone's Enterprise Data Warehouse improving the delivery of critical.
• Worked with customers to understand business goals, re-engineered the teams processes and structure to meet those objectives consistently.
• Documented the end to end data processes for reference data, enabling procurement of a new reference data tool
• Facilitated vender selection for data cleansing across Vodafone UK.

• An accredited Six Sigma Black Belt who delivered projects that yielded over £5M in signed off financial benefit across 3 years, worked cross-functionally on activities that caused our customers to phone for help.
• Re-engineered collections processes, reducing debt and increasing revenue.
• Reduced handset returns by addressing sales team behaviour
• Re-engineered Mobile Number Portability process ensuring compliance with OFCOM standards.

• Focused on customer experience, led cross-functional, complex end-to-end projects that delivered an improved customer and advisor experience.
• Governance of the Customer Services Interactive Voice Recognition system, addressing operational impacts of change. Process design, improvement and measurement
• Created desired customer experience for online and performed gap analysis, enabling improvement program to begin.

• Led a team who fulfilled marketing campaigns using contact centre resources, ensuring this expensive asset was fully utilised.
• Develop and maintain effective relationships with internal and external customers.
• Provided effective reporting enabling the business to measure success.
• Documented the end to end process for CRM marketing campaigns, cross functionally enabling a review and improvement activities.

• Responsible for the deployment of 500 3G Radio Base Station (RBS) network within the North of England, encompassing 3 separate programmes of work
• Managed a large multi-functional project team through a matrix organisation
• Managed enhancement of existing sites to accommodate 3G equipment
• Maintained effective governance within projects to ensure effective programme management and reporting.
• Liaised with internal and external partners to ensure business goals were achieved through development of communications plan and appropriate measures (KPI's)

• Facilitated best practice across the teams of Radio Networks who were responsible for base station roll out.
• Investigated, presented and implemented enhancements to Radio Networks systems, tools, processes and procedures
• Documented the complex, cross functional end to end process for Radio Base Station rollout. Led working groups (users to executive level) to agreement on processes and procedures. The completed document was used as the.
• Project managed cross-functional initiatives throughout Radio Networks

• Responsible for the rapid deployment of communications personnel and assets across challenging environments, in order that effective command and control can be established and maintained.
• Responsible for the units operational readiness
• Career development, management and training of soldiers
• Management of classified materials