Matthew Mckune Email & Phone Number

• Executed the development and creation of two key campaigns to support the All-IP transition in the market of Complete Switch and 1,2,3 all IP. Launched across PR, Social, Events and Collateral. To protect and maintain annual revenues of £75M.• Responsible for improving the overall Voice Portfolio to market, which I executed by creating new collateral and business process to support. • Led in the development of the Unity Contact Centre and the go to market campaign of the Cara CRM Wholesale Communication platform addons, adding to the existing voice addon portfolio.• Developed communications and messaging to customers affected by the Atreus to VEL voice platform migration project, affecting 504k end users via 678 customers & respective resellers.

Liverpool, England, United Kingdom

• Led a team of multi skilled advisors specialising in the Cloud & IP product portfolio project management queries, whether in life or in progress.• Directly involved with the launch of Cloud Voice Express & Cloud Work Customer Service hub operation management. • Recognised and initiated change of project management process within Cloud Work leading to more accurate WIP data analysis in the tableau reporting database. Leading to more precise forecasting data being utilised.• Highest frontline team for revenue earning upwards of £1.3 million.• Collaborates with Digital Product/Propositions, Service Enablement and Business Improvement teams to further improve customer journey, experience & end to end delivery of Cloud Work SME/CPS orders and projects.• Silver Accredited for CI, improving processes for manager call backs & disaster recovery. Improvements ongoing for one call resolution, call topic tracking & streamlined Cloud Work/Phone billing processes. • Successful use of Disaster recovery CI project to set all division sites on Cloud Voice using stocks that were available on site/in office, to be able to best serve our customers whilst working from home, during the first COVID 19 lockdown.• Review and presentation of call data to Call Centre Managers and Head of Service during cross site governance calls. Identifying current performance & areas of improvement via collaboration.• Department lead for Recruitment & Modern Apprentices. Whilst liaising with internal & external course providers.• Development and coaching of colleagues to progress within their careers and/or apprenticeships. Empowering them to reach their full potential.• Site lead for Engagement, Wellbeing, Inclusion and Diversity. Ensuring a diverse team, no matter the background, beliefs, or ability.

• Accountable for development, organisation, and management of a series of corporate/complex projects for successful end to end installation, completion, and performance consistent with agreements.• The development and maintenance of meaningful long-term relationships with various stakeholders to improve processes to ensure optimum service is provided. • Member of single provision Order Manager Pilot for Cloud Voice & BTNet. Being the first advisor to provide both products end to end. Saving ~50 days on cycle time. • Managed project “BTLB LW” focussing on the end-to-end Voice & Ethernet products for high profile customers, offering bespoke service delivery, which retained 60% of high revenue accounts.• Led the pilot of the Get Next project task delivery for more efficient end to end project delivery, currently used in a regional basis per team today.

Order manager contract role working withing BT before contract conversion