Keith Wilkins Email & Phone Number

Richmond, London, England

Richmond, England, United Kingdom

Beckenham, England, United Kingdom

Mental Health Admin

London, England, United Kingdom

Working in Mass Vaccination Centre as a temporary role

Crawley, England, United Kingdom

Responsible for:• Prioritising key billing requirements to improve efficiency, tighter end to end data governance controls, alignment with marketing initiatives • Securing funds via business cases leading to introduction of new developments• Management of Billing incidents Achievements: • Successfully introduced new Incident Management strategy for Wholesale/Openreach driving improved investigation, root cause analysis and prevention of reoccurrence which reduced the need for customers to contact BT • Obtained £1m funding and delivered project that reduced legacy manual billing interventions by 91% eliminating the need for 9 full time employees• Introduced first re-usable cross product billing and pricing development allowing new market launch • Introduced new data cleanse strategic processes, reducing system to system dataflow errors by 75%

Crawley, England, United Kingdom

Responsible for:• Development and introduction of billing concepts and controls to align to product line marketing initiatives• New and enhanced product launches, invoice production management. • End to end delivery projects including design, testing and processes, Post live support to operational teams Achievements: • Successfully delivered all deployments to time to meet launches• Delivered project to introduce best practice that all new contract terms were approved by Billing before launch avoiding expensive and risky post launch manual interventions costing £20-30k each • Automated pan-Wholesale/Openreach pricing updates using BT owned software systems, saving £1m+ p.a. on external licence costs • Successfully redesigned bill layouts to align with BT’s new image • Merged pre-pay billing database/main billing database eliminating licensing/maintenance costs >£2m p.a.

Responsible for: • Project to improve Billing customer satisfaction scores and feedback• Direct customer engagement • Director level reporting on progression and future planningAchievements: • Raised billing satisfaction score from 81 to 94 by detailed investigations into reasons for poor scores • Better customer engagement and understanding driven by using face to face opportunities at customer service meetings and sales events • Introduced new NPS (Net Promoter Score) style of feedback to align with Industry• Improved level of questioning and refined feedback

City Place, Gatwick, West Sussex

Achievements: • Delivered multi-million £ project to move all Wholesale products from legacy platforms to single database • Successfully introduced new billing system to Openreach after split from BT• Led award winning project to align supporting billing data that led to customer take up of 96% • Moved 100% of key customers to online, saving £0.5m p.a. printing costs and better customer experience

Croydon, England, United Kingdom

Prior to 2002 I managed a variety of roles in BT and my key achievements were:Key role in introducing BTs first fully automated billing system, implemented first consolidated billing system as joint venture with IBM; Eliminated several legacy billing systems; Set up and managed the Major Accounts Team to diversify service to high revenue customers

Project Management, 70% Pass Rate

Activities and Societies: Association of Project Management

Gcse English, History & Geography

Gcse Various