Conor Gleeson Email and Phone Number

Key Responsibilities:• Accountable for delivering the provisioning aspects of the auto compensation project; this included working with designers & MI teams, whilst also mapping out processes for operational teams to follow• Through data driven analytics I was able to identify failure points in business processes and logic used with in the provisioning process• Utilising the DMAIC approach I was able to identify & resolve a process failure which lead to a £1m benefit when resolved• As a member of the monthly Service Management Forum (SMF); I was nominated by my peers across industry to lead the service management forum on behalf of the CP community. • I took ownership of increasing TalkTalk’s industry presence by attending multiple industry fora. This was done by building working relationships with service managers from across industry.• Being a trusted member of the SMF I have been able to build a close relationship with the OTA I was able to run solutions past them to make sure that no regulatory boundaries would be broken through these improvements• Overall responsibility for the engagement with Openreach by taking ownership of the joint service improvement plans• Responsible for the engagement with the Office of the Telecoms Adjudicator (OTA)• Setting objectives for performance and ensuring that all the teams are kept up to speed on industry developments• Dealing with critical situations and notifying teams of planned services and maintenance as per the ITIL framework• A major contributor and influencer to strategic projects by helping to deliver understanding of operational changes• Accountable for ensuring that the customer experience and end to end lifecycle is at the heart of all major developments. • Responsible for maintaining and enhancing exemplary company customer service standards at all times

Key Responsibilities:• Using a data driven analytics I was able to use the DMAIC methodology to create a work package to reduce costs associated with abortive visit charges • Increased on net customers by 2.5m through bulk and mass migration activities• Delivering and executing processes and analysing complications/failures arising from issues identified from systems• Pro-actively creating change requests in order to arrange alternative migrations dates caused by any complexities• Consolidating and instigating a root cause analysis of network rejections specific to Voice/Broadband and LLU Networks• Guiding team members and ensuring that all company annual targets are achieved for the migration program

Key Responsibilities:• Managed rejected network provision orders to SLA specifications and supported customer escalations across the business• Gathered data, evaluated trends and provided feedback with relation to but not limited to Carrier Pre-Select Service (CPS)• Streamlined existing processes and worked with other business areas to minimise the impact to customer satisfaction• Participated in Project Management and helped with trialling new concepts in order to add value to the business• Developed knowledge of and gained exposure to User Acceptance Testing (U.A.T.) and new systems testing• Interfaced with a variety of cross channel teams including outsource partners to resolve rejection management

Key Responsibilities:• Managed rejected network provision orders to SLA specifications and supported customer escalations across the business.• Gathered data, evaluated trends and provided feedback with relation to but not limited to Carrier Pre-Select Service (CPS).• Collaborate with other Business Areas to support Customer escalations, and resolve these efficiently within an agreed SLA.• Streamlined existing processes and worked with other business areas to minimise the impact to customer satisfaction.• Maintaining an up to date product and procedural knowledge.
• Consistently managed own performance to ensure KPI’s and targets were achieved.

Key Responsibilities:• Responsible for fielding inbound customer calls, understanding issues and recording details on systems• Ensured that all SLA targets/KPI’s were met by working cohesively to ensure complete customer satisfaction• Resolved issues, supported cross-functional teams, and worked to stringent SLA policy requirements• Quickly referred to as the Subject Matter Expert (S.M.E.) for technical understanding of products• Formed a part of the Early Life Failure Team (E.L.F.) - specialist team and provided second level support• Managed customer escalations for front line staff and supported the provision of outstanding service