Niki Odolphie Email & Phone Number

Bath, United Kingdom

3 Church Street, Frome, Somerset, Ba11 1Pw

Somerset Online Ltd provides technical, media and photography services for small businesses in the South West. We also run Virtual Reality events across Somerset and have created VR games on Steam.Somerset Online also bring to life a vision of Business Mindfulness™ for management coaching, performance management and leadership skills.

Shepton Mallet

A Business Analyst role with responsibility for steering projects as Contact Centre Operations Expert and Broadband Technical Expert with the focus on improving the customer and operational experience. This involves working with senior stakeholders to represent the operations interests.My role involves writing and approving requirements for training, knowledge content, processes, system design and reporting for Broadband and Talk change projects in Sky. The role involves many Business Analyst activities including report creation, process design and analysis.During project delivery I am also responsible for managing the implementation of the project with contact centre teams until handover.

Shepton Mallet

Responsible for software testing Broadband and Talk diagnostics tools, working with developers identifying software defects and usability issues. Presenting software showcase to senior stakeholders and project teams.

Shepton Mallet

ExperienceBSkyB Ltd.Customer Journey LeaderNov 2011 -Represent the Customer Service Function and act as Stakeholder on cross functional continuous improvement projects, with the focus on improving the customer and operational experienceAble to measure and demonstrate the effectiveness of a process, and use this information to identify areas of improvement.I have helped design and deliver strategic and tactical improvement changes to processes effecting all levels of support and have continued to provide governance and further improvements post launch.Through reporting I have ensured that planned changes enhance operational capability to meet the Service Operation or wider corporate objectives as well as reviewing previous changes to ensure they have met the strategic and customer requirements using standard KPIs.I regularly provide recognition and feedback to my collegues inside the immediate team but within the operation as well. I have received acknowledgment from my peers and managers for sharing knowledge, engaging with contact centre advisors and managers.

Represented the Customer Service Group and acted as the operations stakeholder on cross-functional improvement projects, with the focus on improving the customer and operational experience. Able to measure and demonstrate the effectiveness of a process, and use this information to identify areas of improvement.

Technical Support Team Leader working 24/7 shifts managing a group of 10 support operators. Complaints handling meeting ISO standards. I was seconded to the training department for 6 months when we launched the countries first 24Mb ADSL product.

Responsible for dispatching field engineers to repair street cabinets and underground cabling based on clustering data from contact center on reported faults.