Dylan S. Email & Phone Number

Glasgow, Gb

Central And Southern Scotland

Responsible for managing a vast portfolio of 33kV and 11kV Distributed Generation Projects with SPD Major Connections - Design. I am directly involved with projects from acceptance of the offer through to planning, development, detailed design and procurement processes through to delivery.

Global

• Responsible for the delivery of end-to-end bespoke customer facing Security projects with a specific focus on implementing onboarding projects for major accounts in top 800 Global or UK Enterprise. Key stakeholders are external customers at CISO level, BT Security providers, Vendors, Global Services and Enterprise CFU. • Delivers the end-to-end bespoke customer facing Security projects, focusing on time, cost and quality.• Delivers significant delivery revenues and gross margin contributions to the business.• Matrix manages other delivery focused operational and technical resources tasked with specific customer delivery.• Defines the governance model as part of the project initiation and ensures that it’s maintained throughout the lifecycle of the project.• Responsible for project cost management and working with Security Delivery Leads to submit BRF (Business Revenue Forecast) financials, to pay for project and technical resources. • Manages both technical and commercial changes which impact the projects.• Ensures that Issue/Risk management and associated mitigation is managed effectively throughout the wider matrix team.• Develops and maintains excellent relationships with key external and internal stakeholders and suppliers to drive successful project delivery and customer satisfaction.

Glasgow, Scotland, United Kingdom

• Lead on multiple project deployment across all sales channels, benefits tracking, ROI for GTM Programme managed the deployment and adoption of Winning Conversations Sales Methodology across 3000 salespeople, including vendor management, activity tracking, trainer T3 accreditations, risk logs, key milestones to improve sales competency and improve revenue and SOV GM.• Programme management of the design of on-boarding training programme for 5 large sales channels. Workstream tracking within sprints, updating backlogs, holding daily stand-ups. Overseeing stakeholders, designers, learning managers & operational SLT to ensure project lands & optimizes time to competency• Project management and deployment to improve capability across GTM knowledge, behavioural requirements and competency framework build• Owned relationship with SHL to develop and deploy psychometric questionnaire to 900 FTE – delivered powerful insight back into ops & supported career development• Delivered effective engagement campaigns• Coordinated the successful learning deployment of Sales Lab – a brand new incubator in the SME Sales Channels. Deployed within a challenging set timeline and managed risks and escalated where required throughout. Excellent engagement and feedback involved with all parties. As a result, Sales Lab has been highly effective and is delivering against of performance measures such as SOV and P&L.

National

Delivering training to our front line teams. Equipping individuals with tools and techniques to deliver operational and personal performance, through the delivery of induction, change programmes (i.e. Systems, products and processes) and the ongoing development of core skills to support the delivery of functional KPI’s.• Developed and coached a team of ten in Scotland and Northern Ireland • Acted as a role model for Virgin Media culture, values and behaviour and ensure these are brought alive in training content and delivery.• Delivered training to customer facing teams and management population• Stakeholder management and negotiating skills• Managed groups of mixed abilities, managing behaviours, coaching to support & utlising learning principles and pedagogy• Used appropriate training aids and tools such as Teams deliver/remote facilitation

Glasgow, United Kingdom

As a customer service advisor in the retention team it was my responsibility to have tailored conversations with our customers and resell benefits so they stay with BT and add more services with us. My coaching skills and experience training was been utilised within my team to deliver huddles, coaching and listen to calls for feedback. As a result of my interventions a number of members in my team have improved their performance. • I had engaging conversations using some NLP techniques, to get customers on board and prove that I am the right person to help.• I used effective objection handling techniques to my advantage to retain a customer. • As an effective listener and questioner I can quickly identify and overcome issues which my customers have. • Because of the above, my performance is in the top quartile of agents, meeting and exceeding the set KPI’s• Engaged with managers and team to achieve best practice and strong performance