It's the start of a new journey to ensure the seamless execution of our Change Framework and delivering impactful results 💪 📈 More info to come.

Working in Group Transformation, my role was to lead and inspire TalkTalk’s Programme Managers, Project Managers and Business Change Managers to deliver the OnePlan priorities. In addition, it was my job to ensure there's a high-performance culture in place, with robust coaching and performance management to drive forward capability.

In this role, I dedicated my time leading TalkTalk’s Customer Value Management Programme to deliver a high quality, great value service to Customers and be the trusted connectivity & voice partner for SoHo, SME & Enterprise Customers.I'm responsible for a multi-million pound CAPEX budget delivering FTTP, Amazon Eero, Salesforce and Online capability in FY22 & FY23.I also led a team of productive Programme and Senior Project Managers to achieve success in the projects they deliver, whilst maintaining high standards for professional people management.

As a dedicated Programme Manager, I've had the privilege of leading the Consumer Operations team at TalkTalk, overseeing a dynamic matrix team of over 50 professionals. Through strategic leadership and collaboration, we achieved remarkable results. Notably, we transformed the customer experience by increasing self-service adoption from 25% to an impressive 55% while simultaneously reducing complaints by a substantial 40%.My role has been instrumental in identifying key opportunities to optimize customer service operations. I've worked closely with business stakeholders and cross-functional teams to enhance process effectiveness, ultimately driving down the 'cost to serve.' This proactive approach has led to notable improvements in efficiency and customer satisfaction.One of my proudest accomplishments has been leading collaboration across various projects, business areas, and third-party partnerships to deliver the groundbreaking 'Data Driven Diagnostics' initiative. This transformative project resulted in a remarkable 1142-second reduction in call handling time, compared to the previous average of 1637 seconds. This outstanding achievement earned us the prestigious Silver Award for the most effective transformation program in Europe.Beyond my role as Programme Manager, I have had the honor of winning the TalkTalk Change Delivery Programme of the Year award for spearheading the implementation of the "Auto Compensation" scheme—an intricate Ofcom initiative that brought about significant changes in how TalkTalk manages customer journeys and complaints. This achievement reflects my commitment to driving innovation and excellence in customer service. Additionally, I've continued to adopt a passion for Learning & Development by welcoming new employees into the Consumer area of TalkTalk, helping them embrace our culture, values, and business, and ultimately accelerating their time to productivity.

As a Project Manager for Repair I was responsible for the delivery of multiple projects - making sure they landed on time, within budget and to the specified scope.In addition to being the Change Framework expert, I was responsible for the roll out of our ‘New Ways of Working’ with Agile delivery. I matrix managed 3 Scrum teams leading the way for ‘Journey factories’ delivering change and benefits quicker to the business.My biggest win was delivering “Service Centre”, which increased online usage in Tech support by 20k Customers per week as well as driving real benefits including a 45% reduction in complaints. This resulted in positive customer satisfaction and a decrease in cost to serve.

When I started my Project Management journey I continued my passion with Learning & Development and delivered a new Learning Management System and new way of learning project. Whilst this transformed how TalkTalk trained their staff it also gained external recognition through a Learning Technologies award.My career highlight to date is being recognised as a TalkTalk ‘hero’ award winner for the deployment of the Change Framework. I was an integral figure in the roll out of TalkTalk’s Change Framework – A baseline that the entire Group follows so change is delivered consistently. I thoroughly enjoyed this role and it’s where I cut my teeth as a PM being responsible for the implementation of cross-functional business & systems change projects impacting Sales & Service and Customer Operations.

As an L&D Manager I was responsible for UK and offshore training following 'Best Practice' standards. This ensured the team completed full training needs analysis, design, thorough sign off and delivery of content using face-to-face and technology driven learning.A highlight was my team playing an integral role worldwide in the Fewer Better Contacts initiative by enhancing staff skills and empowering the leadership team to drive up performance. During this time I explored my growing passion for Change Management and from conception to delivery I formed ‘Connecting Communities’ – This was a ‘Give Something Back’ initiative which I managed and provided experience in project management, whilst also giving something back to the community.

This role gave me the opportunity to kick off and maintain high standards for professional people management. This included completing regular appraisals, reviews and coaching sessions for all direct reports and driving a productive team to achieve success in the projects they deliver.My team played an integral role for the implementation of The Academy. I had to fix a problem of inconsistent training being delivered worldwide, so my team and the Training Account Managers built an online library of content for all training material and supporting documents.During my time the company acquired AOL, which resulted in a new offshore call centre in Manila, Philippines. To set this up my team launched a 6 week programme to deliver technical training. This involved training and accrediting 4 trainers to effectively deliver an induction to 200+ Technical Support staff.

I’ve always had a passion for learning and set myself early targets to become a Trainer. In this role I delivered focused, professional and quality driven training to UK and offshore staff. A highlight was when I delivered high profile ‘Connect & Go’ Product training in New Delhi and Mumbai.This role provided me with the experience to control a group and ensure each individual received the same high standards of training, whilst dealing with any problems with staff and closing them off without having an impact on the group.I was also able show my creativeness and engage groups and individuals to stimulate their learning experience using methods applicable to learning styles. I’m a firm believer that we all start somewhere and practice makes progress using the growth mindset.

I’m extremely focused and passionate about personal development, which is why I jumped at this role to successfully launch the Coaching department at The Phone House call centre in Cape Town.Working closely with HR, Senior Management and Product Management, I was responsible for managing the quality performance of 150+ Customer Service advisors on specific key performance indicators.When launch was complete I successfully handed over to 6 new Cape Town coaches to continue the journey and growth of that call centre.