Bryan Cooper Email & Phone Number

Livingston, Gb

Livingston, Scotland, United Kingdom

Livingston, Scotland, United Kingdom

I lead a range of epics and user stories using Agile Methodology working collaboratively within CSG across the business delivering value and tangible benefit for our people and customers.• Active participant in scrum ceremonies, working with scrum team to define and understand the goal of each sprint• Create and deliver user stories to a definition of ready and done• Use different analysis tools / techniques (process mapping identifying pain points, stakeholder identification & management, requirement gathering, analysis, recommend solutions, implement, sign off)• Benefit Quantification• Knowledge share and drive best analysis practice throughout the squadKey Contributions:• Engineer Tools – performing a Scrum Analyst role by providing support to help create delivery roadmaps, define, and refine user stories. c£2.5M saving by giving engineers tools and reducing inbound calls into contact centre. • Customer Comms Improvements – identified opportunity to improve customer experience and business spend costs resulting in a £1.4M+ annualised saving; c£750k on SMS character count reduction, c£275k on IVR SMS Deflection, c£220k saving deflecting customers online post Package Change & Cancellation improvements and c1k per week / c£200k call reduction benefit. • Digital Home Move (Self-Serve Process Automation) – performing a Scrum Analyst role by providing support to Agile Squad Members, helping to define, refine and prioritise workload. c£6M opportunity to enable customers to book, track, cancel and reschedule online.• Engineer Visits – data analysis – produced baseline numbers view using pivot tables and then into an easy-to-understand format to present at Senior Exec Showcase calls.

Livingston, Scotland, United Kingdom

As a Change Analyst within the Sales Operational Change Delivery Team I lead multiple projects, varying in size and complexity from a diverse range of portfolios. Responsible for defining the business case, progressing business requirements, stakeholder identification and management.Performing impact assessments and creating end-to-end process maps/journeys. Along with project scoping, assessing potential project benefits and handling readiness activity to ensure change lands successfully. • Delivery of new CC33 outsource contact centre into Sales estate• NOW BB Repeats - Contact Reduction

Responsible for governing the Customer Comms change process for Sky, ensuring requests were fully defined and understood before planning and prioritising for delivery. I influenced stakeholders using my skills applying a degree of intellectual rigour within a fast paced, ever-changing environment, ensuring all changes were relevant, engaging, and easy for customers to understand.I built great working relationships by collaborating and providing regular updates (with rationale behind my decision making) to many stakeholders and requestors of change. The role also required a strong eye for detail and great problem-solving skills, including the ability to present recommendations to stakeholders at all levels. • Responsible for managing and maintaining the Delivery & Capacity plan, making critical business decisions and prioritising change• Primary contact for Business Release Management and Technical Project Managers on Trans Comms activity relating to BAU Small Change• Manage complex changes from initiation through to delivery working with various stakeholder and project groups to create new and re-engineer existing communications• Facilitation and streamlining of processes in alignment with department re-structures.

Livingston, Scotland, United Kingdom

Support and lead the delivery of project work streams and programmes by conducting process and procedural analysis to implement and embed change. I adopted a Lean Six Sigma and Agile approach and used these methodologies in Sky’s own unique way. In my technical role, I worked in partnership with other business areas to understand and analyse potential issues, offering solutions while delivering to agreed timelines. I completed impact assessments and used my own specialist knowledge to influence change and business projects. I also built, developed, and maintained strong working relationships with both internal and external customers.• Customer Comms Improvements - call reduction of c100k per year saving c£650k• Online Service Visit Booking & Cancellations – call deflection of c44k per year saving c£270k, with additional £400k in annual FTE saving• Removal of Deinstall Reinstall Visit Type, saving c£370k per year.

Livingston, Scotland, United Kingdom

Led delivery of service-related initiatives, being the voice of the customer working and collaborating with customer journey teams to ensure change was delivered correctly into the operation. I gained a high level of analytical experience, due to previous project involvement with Senior Business Analysts and Project Managers to support from an operational perspective.• Complaint Email Transition to Firstsource India• Staff Audit Risk Management Review• Line Management – leading a small team of Improvement Analysts

Livingston, Scotland, United Kingdom

As Subject Matter Expert in Non-Voice, I led and transitioned several new and existing back-office processes to Firstsource India (Project Sapphire). I acted as a key operational contact for outsource partners for white mail correspondence and e-mail handling across all product ranges, including customer complaints. In addition, I was responsible for designing training modules and delivering this to India.

Livingston, Scotland, United Kingdom

Livingston, Scotland, United Kingdom

Customer Relations AdvisorDocument Processing AdvisorSubscription Processing Advisor