Kylie Hackett Email & Phone Number

Leading a team of Project Coordinators & MU technical designers through the pre-construction journey, and a team of Project planners through the delivery process onto site across the south function of the business. Empowering the teams to work collaboratively together to maximise customer satisfaction and growth. Strategising with the senior leadership team on the business improvement plans, driving the operations function to work cohesively to improve sales, operational deliveries, and customer satisfaction. Utilise Microsoft teams to get people to work together, to reach a sustainable and owner driven outcome.• Recruiting within budget• Producing weekly and monthly reports on the team’s productivity • Driving team success through training and skills matrix• Customer and stakeholder engagement and management point• Business credit card owner• Up to date with current GPDR standards• Mentoring colleagues to achieve personal development plans• Supporting regulatory audits, maintaining the team are working safe, by working closely with the Risk and safety team• Actively manage customers, colleagues, and stakeholders with their legal land queries

Led a team of project Coordinators through the early stages of fruition. Creating a knowledge base and training guides for new starters. Pursued proactive relationships within the water industry to bring multiple projects back on track, documenting the process throughout. Engaged with outsourced teams to align with the Fulcrum ethos.• Recruited and trained new Project Coordinators• Improved Valid Acceptance SLA• Supported Project engineers with customer delivery• Improved MPRN process to bring lead times down

Supplied resources to the pipeline of projects, drove stakeholder management by being a key point of contact and escalation for the team. Ensured the team were motivated, collaborating and working well. Identified obstacles and helped the team to overcome them. Coordinated cyber security activity, proactively aligning the team’s resources, and managing the remediations from annual penetration testing. Identifying, and implemented improvements to processes on a continual basis. Oversaw the teams yearly budget allowance of £1.2M, along with raising any potential over/under spend in head account or project usage.• Implemented process improvements. • Ensured compliance with the company’s security policies. • Enabled the delivery of security remediations.• Managed and ensured budgets and utilisation were maintained in line with targets. taking relevant action where necessary.• Delivered issue resolutions by supporting the PM through the resourcing and estimation processes.• Provided stakeholders with regular updates. • Created clear and concise communications that have been shared to external clients as part of a business wide project• Supported decision making by aligning resources to deliver and update on status.• Created Management Information, reporting on efficiency that are set for the Senior leadership team. This was used to show that the team was on target with their KPI’s.• Being part of the Great Place to Work team I arranged multiple team activities with the intent of engaging circa 450 people, celebrating diversity and inclusion. I was accountable for the budgets and presenting the business case for engaging in these activities to the Senior Leadership team.

Provided end to end project lifecycle support, delivering a wide range of client-led projects across the Identity, Fraud and Payments products. Gathering client requirements and documenting them along with the effort to provide the client with an estimate. Supporting the Delivery Manager to ensure the pipeline of work was resourced in a timely manner, along with managing stakeholders’ expectations.• Worked a cross multifunctional team to produce quality and detailed estimates to share with clients. Biggest achievement was producing an estimate for a 400K piece of work• Qualified in my Green belt six sigma to run Empower sessions across the business unit, to drive process improvement and ownership. • Experienced in evaluating, End to end XML delivery; Connectivity, UAT and Production. Along with trouble shooting data issues using SPLUNK and SOAP UI.

Led a team of 30 agents on a Technical Support desk. Motivated team members and assessed performance needs, ran training workshops. Supported Individuals with their career development. Recruited within budget, raised requisitions, and conducted interviews. Resourced the team in line with daily demand.• Represented the Service Desk in project meetings such as Service Acceptance and managed any new processes that came in. Making sure the agents knew the process to follow and aligned any training or workshops that was required for the team was set up for success.• Conducted monthly call monitoring for agents, to identify any training opportunities or customer detriment.• Led weekly team meetings that were clear and concise, used these as valuable opportunities to get the teams feedback and insight.• Ensured my team were following the correct processes so we could provide a world class service and work through any process improvements.• Taught the Telephone psychology course for new starters and as a refresher for long term staff, this was a course to enable agents to understand how different phrases and tones used by the agents may be taken from client, as the customer service journey is much different to face to face interaction.• Developed team members to help them hit their KPI’s and support them with their career aspirations.• Managed SLA and KPI’s