Benn Rose Email & Phone Number

- Agile Product Owner for My Utilita App and online portal- Collaborating with key business stakeholders to create user stories and functional enhancements for the product- Maintaining and prioritizing the product backlog- Managing the roadmap for the app - Managing and maintaining collaborative working relationships with all stakeholders across the business

Chandler'S Ford

- Mapping and reviewing current Contact Centre processed- Improving the way that the teams work within the Contact Centre- Introducing new methods of working and new operating procedures – floor walking, training and sustaining change as it happens.- Managing small change through to major projects within Contact Centre

Winchester

• Supervising notification of customers of any issues with their banking • Responding to all customer queries into cash processing Centre• Investigate complaints • Manage any requests for information• Host visits with customers and clients• Analysis & Trending of Centre and customer queries• Key projects: • Implementation of project to improve external customers' experience through internal customer relations• Design and implementation of discrepancies trending and analysis log (rolled out in several different Centres across the country)• Intranet page design & maintenance (Sharepoint) • Designing internal company-wide communications material such as: charters, posters, time lines, newsletters. Received award for the success of this project• Designing, maintaining site specific communications• Training staff members in communication tools

Winchester

• Introduced new methods of working and new operating procedures – floor walking, training and sustaining change as it happens, with no reduction in level of service.• Reviewed, documented, and amended operational procedures.• Introduced and trained Centre staff on new Cisco phone system (VOIP)• Maintained capacity and resource modeling system, including running processing scenarios to meet customer and staffing requirements• Designed, implemented and maintained on-site key performance indicators• Completed in-house Supervisor/Leadership development course Course, and delivered training of “Change Management” and “Capacity and Resource Management” modules to on-site supervisors

Winchester

Deliverey of regular Admin training:• Fire, Health and Safety• Security awareness, both at work and away from work• The company “tiger kidnap” procedures, what to do in an event of a kidnap, “tiger kidnap”, or blackmail• New Starter Inductions – Meeting the teams, showing new staff around, helping new staff to fit in and feel comfortable in their new jobs.• On-site Health and Safety Representative:• Attended regular centre health and safety meetings• Reviewed and amended risk assessments• Conducted display screen assessments