Digital Product Manager for Personalisation, part of the Future programme team to uncouple the Asda/Walmart e-commerce technologies.

Product Owner for Plusnet Mobile Service. My account and App.

PO for service across MY EE app and Web

A key component of my role is to make the BT Product owners more efficient and effective. To remove blockers and enable the team to save time and effort and deliver results for both customers and the business.As part of this role I support on boarding of newlyhired team members so they can get up to speed quickly, learn what they need to know and plug into the current team, all without slowing the existing team down. I work to ensure that our teams have a clear educational pathway and they have access to all training materials. I work to locate relevant learning specific to the discipline. I maintain existing reporting templates and create new ones to display important data to share with the senior leadership up-to CEO level. Responsible for creating new templates for daily use to enable the team to manage processes quickly and consistently. I manage the product management tools used for roadmapping, product features and backlog and customer insight and more. Alongside this I support the tool in life and provide assistance for bespoke requests. This allows a consistent relationship with the customer success vendor team and product managers can focus on building the product.

As a Prince 2 qualified Delivery Manager my role is to lead and manage virtual teams to ensure project objectives are realised, and fully embrace the organisation strategy and aspirations of being #1 for service. Champion Customer Services at cross-functional project meetings to deliver the optimal service experience for both the business and customer. Leading and managing all home Broadband change successfully into a Customer Service environment via a virtual project team. Utilising recognised project management practices and the EE governance disciplines to ensure successful project completion, operational readiness, embedding and handover into the Operation. Build strong relationships with appropriate stakeholders to ensure expectations are managed and met.Utilise a combination of negotiation and influencing techniques, leveraging relationships to support delivery of all projects to meet business targets.

An ISTQB accredited Project Test Lead and change management professional. Extensive experience in test, problem management, project leadership and stakeholder relationships. Calm and confident with fierce determination to deliver customer requirements on time, within budget and of high quality.Lead Test Analyst on the Harlequins Home Broadband CRM programme since 2015 with accountability for User Acceptance System on behalf of EE Customer Services.Reduced the defect load at go-live on Harlequins changes from 124 in Dec 2015 to two low priority defects in April 2017.Developed and implemented a new pre-launch support model for EE Customer Services projects exiting test and handing over to operational support. Now adopted across all projects tested by the team.Created and delivered the first training pack and SMART objectives for new starters in Test.

In my role as an Incident Controller I was required to effectively manage high priority incidents across the I.T and Customer Service arenas whilst holding full accountability to minimise any impact and provide a resolution within the required SLA timescales. Working closely with other support functions through to resolution and to clearly communicate with the business at all times in a meaningful and concise manner catered to all audiences. Building relationships with key stakeholders, service partners and service managers. Aiming to reduce costs and the strain to the business by streamlining our processes and allowing the right tools to be implemented to the operation allowing proactive management of incidents. I also ensured all changes made to our systems were suitable and were necessary to ensure stability and minimise disruption to both customers and customer service.

Managing Corporate customer accounts, creating bespoke processes and completing day to day tasks ensuring that the customers needs were met. Building relationships with key account holders and stake holders and managing sales expectations. Ensuring through great customer service we reach our goal of #1 for service.

Collecting outstanding balances on both new and aged debt, working closely with the relevant supporting agencies to reduce churn across the business whilst still ensuring I gave the best customer service experience as possible.