Luke Cullen Email and Phone Number

As a Project Manager, I work for the Domestic Service section of the Miele Company Limited. The role supports change, including continual improvement and influencing outcomes across the service team in Great Britain and Ireland. I am responsible for centralising process changes and ensuring the correct governance and approach to minimise impact across the service teams. I took leadership on projects from the start, creating the business case and project plan and working with virtual teams to ensure the delivery of the project on time, as per the scope and within budget.I have also been supporting the forecasting of repairs and visits for both Great Britain and Ireland due to a currently unfilled role.Achievements:• I am leading the project lifecycle and governance across the service teams.• Launching a new phone and email system across all business areas, including our outsourced contact centre provider in Greece.• Launching a new knowledge management system within our services teams.• Taking ownership and working with our central business teams to create Power BI Dashboards to understand our data better and identify areas of focus.• Owning and providing insights and recommendations to the leadership team regarding our key performance areas and recommendations change how we work to improve these.• Working on process improvements across the service teams to ensure our processes are lean and working most effectively.• Launching a new appliance maintenance project into the Market.• Working with HR to project manager people changes across our field service team.• Being a key figure in moving our service area from a negative financial result to a positive one for 2023.• Forecasting and planning the number of repair jobs that our customers will book.• Creating a capacity plan for our in-house service technicians to forecast how many repairs they can complete.• Managing the relationship with our third-party extended warranty partner.

As a Commercial Manager, I worked in the Base Value Management team looking after our EE Small Business Mobile base, developing, implementing, and evaluating commercial management activities that increase customer retention and lifetime value. During my time in this role, I have been responsible for:• Creating a Customer Base Dashboard allows the team and broader business to have a snapshot view of our base, including usage metrics, time remaining in contract, and out-of-contract customer volume.• The meticulous analysis of customer notification regulations, particularly those related to end-of-contract notifications, has provided us with a clear strategic direction. This analysis has reviewed our customers' responses and paved the way for more effective and customer-centric management of these notifications in the future. • Creating compelling offers was a key driver in our strategy to increase our Headset mix in the market. This shift from SIM-only contracts to Handset plans is not only a revenue booster but also a testament to our ability to adapt to market trends and customer preferences.• I worked on renewing our high-end Small Business Mobile account manager offering. This includes reviewing which customers we currently manage in this offer and then working on a new strategy for the future of the offering.• Leading on delivering change projects with key stakeholders across the Small Business Mobile division and other areas of the BT Group.

As an Operations Manager, I have been responsible for leading Operational teams and ensuring a high level of service in Consumer Complaint Operations. I had reasonability for day-to-day operational responsibilities, ensuring all targets were met while balancing the customer's and my team's needs. I led by example when implementing and driving change to continually improve the service and experience of our internal and external customers.Achievements:• Increased employee engagement scores year on year, currently 91 points.• Creating a work environment where people feel included and empowered and can perform at their best to deliver exceptional customer service.• Winning the Gold Award for the Best Complaints Management Team in the European Contact Centre and Customer Service Awards 2019• Being shortlisted for two awards in the UK Complaints Handling Awards 2020.• Planning, developing and implementing a new operating model with the Consumer Complaints Operations, which has seen service levels become stable.• Redesigned the department's Customer Leadership Team pack and attended these meetings to discuss the complaints performance across consumers.• Achieving one of the highest complaint signposting rates within the industry.• Achieving the lowest volumes of mobile complaints across the four major UK mobile networks.• Created and maintained SharePoint sites, leading the way to migrate from shared legacy drives.

As the leader of our Business Operational teams, I have been instrumental in ensuring a high level of service to all corporate segments. My day-to-day operational responsibilities and stakeholder management have significantly contributed to our team's success. I have been responsible for implementing and driving change to continually improve the service and experience to our internal and external customers, a testament to my effective leadership.Achievements:• Increased employee net promoter scores year on year, currently 79 points.• Generating savings totalling 6 FTE through process changes and improvements.• Achieving 75% of my teams getting their bronze accreditation in CI.• Securing £4m in revenue/savings through account reviews and equipment fund clawbacks.• Transitioning BT Mobile Service and Back Office elements to the EE centres.• Working with BT Global Services to migrate non-customer-facing work to our BT India teams.• Created and maintained the recognition scheme within EE Corporate Service.• Lead on creating and updating Monthly Business Review packs.• Created and maintained the Business Mobile SharePoint site, leading the way to migrate from shared legacy drives.

Responsible for managing a team of billing analysts. Ensuring all billing workflows are managed within Service Levels, driving continuous improvement, and plugging revenue leakage. Responsible for engaging and leading my team.Achievements:• Highest Employee Net Promoter Score results in Business Mobile.• Migration of Consumer billing to the team to bring all EE functions into one team.• The migration of Small Business billing workflows from our offshore office to our onshore office.• Operational Lead on strategic billing project, designing and testing the online billing solution, now used by over 9000 corporate accounts.• Appointment as Acting Operations Manager between Nov 13 and May 14

Responsible for completing internal and external customer analysis, including Bill Recalculations, ad-hoc Reporting, Billing Manager Support and Revenue Guarantee policing.Achievements:• Subject Matter Expert for all billing-related projects and changes.• High performer, achieving all relevant KPIs consistently.• Operational Lead on digital strategy for Corporate.• Recognised as Top Talent with the opportunity to develop into a Team Leader position.

Employed as a Consumer Customer Relations Representative, my duties involved dealing with telephone calls from customers regarding their subscriptions to Orange, which included: • Dealing with general billing enquiries.• Providing comprehensive advice to customers who express a desire to use their phone while abroad, ensuring they understand the process and any potential charges.• General Helpdesk enquiries, such as the amount of their bill, changing their price plan and setting up direct debit details. • I also worked on the billing inbox, which contains complex enquiries regarding the bill, and corrected any mistakes that may have been made.

Employed as an Operations Assistant, my duties involved:• Dealing with telephone calls from customers regarding their bills. • Inputting data into the computer and calculating bills manually. • General office duties included filing, photocopying, faxing and presenting reports.

Employed as an Administration Officer, my duties involved:• Ensuring administrative systems ran smoothly and efficiently.• Providing information as appropriate on jobseekers allowance and New Deal applications.• Ensuring claims were kept up-to-date and taking claim papers from clients to review their benefit entitlement. • Dealt with telephone enquiries from clients regarding vacancies, liaised with employers regarding their vacancies and general office administration.