Heading up an agile project team, delivering and implementing a transformational workforce management tool across our Field Engineering and Operations teams. Multi million pound budget which will enable this new technology to be launched nationally in Q2/3 2023.

Responsible for a multi million Programme of activity to enhance the Virgin Media Network. Working collaboratively across a team of Project managers of various skillsets to execute a plan to technically improve the Network quality and capacity. After 3 years the Programme benefits were validated in excess of £50m with rNPS increasing by +5points in all areas.

Working in the new Customer and Digital team managing a Portfolio of Change through Operational Delivery across all Consumer areas - Sales; Service & Install; Customer Contact; Mobile. Line Manager responsibility. Delivering change collaberatively from concept to delivery with our Journey's, Customer Experience, Technical and Digital teams. Main achievemnets were delivery of Live Person Messaging application and various OFCOM directives including Auto compensation and Speed Code

Leading a team of Operational improvement specialists, responsible for Business and Continuous Improvement across the Virgin Media Install & Service experience. This year I have been primarily tasked with working across the business to reduce the volume of avoidable truck visits by circa 190k pa.For the previous 5 years I was responsible for the set up and expansion of the self install "Quickstart" process. Working collaberatively with all areas of the business to deliver a programme of work that increased the volume of Self Installs from 12% to 45% with circa £5 million cost saving, whilst increasing customer NPS from +15 to +30 during the same period.

Responsible for implementing and designing operational change within the Access division of Virgin Media.

Currently working for the Access Division my role is to identify and implement change within the business. I have taken the main lead in a number of projects as well as taking the role of workstream lead in others. Prior to this I did the same role in both the Sales and Customer Retentions areas of the business.

I was responsible for a team of 50+ outbound telesales agents promoting the products and services of Telewest to consumer households. During my time in this role I increased sales by 300%.