Oliver James Email & Phone Number

Main Author for The Entrepreneurial Adventure: Embracing Risk, Change, and Uncertainty

Working for DJ Learning LTD, established for circa 10 years, with a range of private, public and global clients and has established a reputation for exceeding stakeholder expectations.I am currently responsible for day to day operations, supplier management and relationships, social media and business development. Achievements:* Increased capacity and.

Swansea, United Kingdom

Following outstanding feedback from my time as a 'Next generation team manager' I successfully passed the assessment to be promoted to a Team Manager. Achievements so far have included:*Managing a team of Circa 15 FTE to regular performance related bonuses, through Coaching, performance management and engagement*Performance improvement- Decrease in Average.

Swansea, United Kingdom

• Having returned from a six month travel sabbatical in Australia I was immediately rehired by Virgin Media for this role combining team leadership and customer service delivery responsibilities. My achievements have.
• Deputising for the Customer Assurance Team Manager during her absences, leading on all aspects of team management including performance management, training and development and customer escalations.
• Exceeding monthly KPIs and establishing a position of team leadership through successful delivery.
• Establishing an effective working partnership between the first and second line fault departments, leading weekly relationship calls and fostering a joint approach to tackling immediate and systemic issues.
• Following a successful assessment and following outstanding performance/behaviours I became part of the companies ‘Next Generation Team Manager programme’, covering for Team Managers across the site. On my first.
• Selection for a trip to India to support our Outsource centres with a new system rollout: engaging and briefing thousands of agents, escalating system issues and building long lasting positive relationships

Swansea, United Kingdom

• This was a newly formed team working broadly with front line departments to swiftly tackle service outages, fixing them remotely and escalating more complex faults. My achievements included:
• Successfully raising the skill level of Virgin Media colleagues by coaching front line staff to fix technical problems.
• Reduced the time Virgin spent fixing complex and widespread service faults by developing more efficient internal communications.
• Changing fault ticket management from a wholly reactive to proactive approach, redesigning staff allocation to meet the level of predicted demand and reaching the teams service level agreements for the first time.
• Assuming leadership in the absence of our regular team manager

• Initially hired to provide advice to customers on service faults, my high level of performance led to an expansion of my role into change project delivery and personal support for managers, in particular taking over.
• Becoming the first ever Agent to meet the Manpower Board of Directors.
• Leading workload management and staff allocation for a 15 person team providing customers with pro-active care against agreed timelines.
• Delivering coaching to under-performing staff as part of the company’s “Training Talent Team”,

Swansea, United Kingdom

• Virgin Media provides around six business lines to IBM through an outsourced arrangement. My role was to plan, cost and aid delivery of project proposals across all six of these lines. My achievements included:
• Managing a large, diverse workload to successful conclusion on time, within budget, and to agreed quality standards.
• Delivering a thorough understanding of all six business lines and providing advice on project delivery and change for each
• Successfully delivering change and business transformation across all IBM Centres both in the UK and India.
• Building positive, lasting and effective stakeholder partnerships with staff at all levels from senior Directors down.

While studying for my bachelor’s degree I served as a Special Constable, developing sharp interpersonal skills in situations of challenge and conflict, working with full-time police officers in their dealings with the public. Some achievements of my time as a Special Constable included:* Calming various domestic disturbances involving families, house.

Pgce, Secondary Education And Teaching

Master'S Degree, Psychology, Merit

Completed via part time distance learning. BPS accredited Modules include: - Cognitive and developmental psychology - Psychological data.

Bsc (Hons), Police Science, Criminal Justice/Police Science

Modules Included: Management (Theory/Practice) Law Criminology Forensic Science

Education record

Activities and Societies: School prefect, played for the school rugby and football teams, CHAT counsellor