Supporting the service relationship with our suppliers. Driving performance and efficiencies through supplier management.

• Most recently redesigned the complaint handling for BT Consumer – looked at how the teams were set up and how complaints were delivered and handled. An 18 month project which is drawing to conclusion. This has resulted in greatly improved NPS scores and improved complaint handling, as well as a much more streamlined and customer focused journey. • Time spent working on offline reduction in the current operating model– optimizing capacity, without compromising the customer journey.… Show more • Most recently redesigned the complaint handling for BT Consumer – looked at how the teams were set up and how complaints were delivered and handled. An 18 month project which is drawing to conclusion. This has resulted in greatly improved NPS scores and improved complaint handling, as well as a much more streamlined and customer focused journey. • Time spent working on offline reduction in the current operating model– optimizing capacity, without compromising the customer journey. Looking at return activities from suppliers – where can RPA be used to reduce manual intervention, therefore increasing accuracy and reducing cycle times. If manual intervention is required – how can this be completed efficiently. Using data to identify areas for improvement or reduction, leading to sizing word and delivery opportunities based on the impact across the business and our customers. • Collaborating with other transformation teams to ensure no duplication of work and to share knowledge. • Mapping customer journey’s to identify waste steps. Manual VSM’s and using the BPMN system to get a clear view of how the process actually works in practice, then using this to identify unnecessary steps and those which take more effort than required. • Updating, engaging and managing the expectations of various stakeholders, from peers to Director level updates. • Offshore travel to build plan for improvements with Channel and operational teams. • Organizing time to ensure multiple areas of work are effectively dealt with. • Planning work to achieve targets and make sure deadlines and submission dates are adhered to. Show less

Customer Experience Process Designer for new products. working primarily on supplier platform failure, including customer experience impact assessment and mitigation when failure occurs. • Use current data to assess the benefits of options available, allowing for a reasoned decision to be made. • Use of BPMN (Bronze accredited) for process flows. • Liaising with CIO, TSO and other Consumer teams to ensure all elements are covered (Technical, product, requirements etc).… Show more Customer Experience Process Designer for new products. working primarily on supplier platform failure, including customer experience impact assessment and mitigation when failure occurs. • Use current data to assess the benefits of options available, allowing for a reasoned decision to be made. • Use of BPMN (Bronze accredited) for process flows. • Liaising with CIO, TSO and other Consumer teams to ensure all elements are covered (Technical, product, requirements etc). • Various documentation required to ensure all stakeholders are kept up to date, as well as information sharing in required formats. • Using Business Improvement initiatives to reduce waste in offline functions. • Data analysis to identify areas for improvement, leading to sizing work and delivery of opportunities. • Organizing time to ensure multiple areas of work are effectively dealt with. • Planning work to achieve targets and make sure deadlines and submission dates are adhered to. Show less

Responsible for managing performance across multi contact channel processes - voice and digital communications in offshore BPO's, as well as internal offshore sites. Balancing customer commitments and business needs to ensure effective right-shoring takes place, with quality and consistency. Work in the Digital space includes process improvement, using varied methodologies to guarantee efficiencies, as well as a quality approach.

Full accountability for team of up to 20 advisors working in the technical support area, both for Broadband and Computing. Responsibilities include: Coaching and training, KPI management, people management, motivating the team, various lead roles across the centre, including complaint management, sales uplift.