Kelvin Guest Email & Phone Number

Birmingham, England, United Kingdom

• Planned and coordinated resource for the “in house” Civil Engineering workstream within Openreach• Managed the allocation of resources, including labour, equipment, materials, and subcontractors• Monitored and reported on the progress, performance through a large reporting suite in Power BI & Microsoft Excel. This included building and automating new reports to show data in multiple ways• Subject Matter Expert for Field Dynamics within the Controls project to automate Scheduling• Identified and resolved any issues or risks that could affect the delivery of the automation project• Liaised with our controls teams and other departments to ensure smooth communication and collaboration when directing resource to high risk areas and sourcing additional workstreams in quieter areas • Used various software tools, such as MS Project, AutoCAD, and GIS, to create and update project plans and documents

Completing all jobs according to the information provided to the specified standard whilst following HSE guidelines

Solihull

• Subject Matter Expert for the Collections and Payments Area on Project Pavement which was delivered using Agile methodology to implement a new Customer Service Platform• Designing new and streamlined current processes to ensure they fit within the new system• Building functionality within the new Platform• Facilitating workshops with key Business Stakeholders• Performing a gap analysis of system to requirements and implementing an appropriate solution • Undertaking System Testing, raising defects and managing them through to resolution• Story Pointed my User Stories to manage my workload within each 2 week sprint

Oldbury, West Midlands

Oldbury, West Midlands

• Account management of 800 accounts with a revenue value of £10 million a month• Reduced bad debt on account portfolio 46%• Managing legal escalations• Managing customers though multiple channels (telephone, email, visiting customers, and mail shots)• Managing team issues and escalations from customers• Organised and attended client/stakeholder meetings and successfully built partnerships • 2009, 2010, 2011, 2012, 2013, 2014 targets exceeded• Ensuring compliance standards were maintained and developed to improve team performance

Solihull

• Delivering change projects right from initiation and planning right through to deliver and implementation• Managed 4 FTE Change Advocates• Provided best practice for managing projects using Green Belt Six Sigma methodologies• Implemented change projects using Voice of the Customer, Process Efficiency and Performance Management tools• Identifying change opportunities through root cause analysis (such as lean Six Sigma)• Managing risks and dependences (RAID) • Defining the scope of the change management processes (by chairing workshops & control steer groups)• Influence staff and getting them to move toward a common goal• Developing project initiatives that improve performance by using statistical analysis• Managing stakeholder relationships to deliver change• Coaching and facilitation in Six Sigma (mentoring Yellow Belts) • End to end process modelling and auditing• Launched root cause analysis investigations across business functions to understand customer behaviour to develop our strategic recovery business plan• Working with third party consultants such as Mckinsey • Standardising the Standard operation procedure framework with npower• Process Mapping and auditing of customer journeys (such as value stream mapping)• Development of KPI’s for business segments to improve performance

Bromsgrove