Peter Fuller Email & Phone Number

Preston, United Kingdom

Obtained back to back to back promotions to Level 4 referee at first attempt, currently operating as a Supply League Referee and Contributory League Assistant Referee at the Semi Professional Level of the Football League PyramidMember of Lancashire FA Centre of Refereeing Excellence for 2 consecutive years. As the sole referee, I regularly control football games using constant decision-making skills often making bold decisions in very pressurised situations. Manage… Show more Obtained back to back to back promotions to Level 4 referee at first attempt, currently operating as a Supply League Referee and Contributory League Assistant Referee at the Semi Professional Level of the Football League PyramidMember of Lancashire FA Centre of Refereeing Excellence for 2 consecutive years. As the sole referee, I regularly control football games using constant decision-making skills often making bold decisions in very pressurised situations. Manage conflict with passionate players/managers/parents in sometimes heated situations dealing with them in a calm controlled manner. Work as part of a team with assistants to ensure the safety of players and smooth running of the game.Appointed to three finals in first two years of refereeing and act as Referee in the North West Counties Division. Show less

United Kingdom

My role involved handling multiple Phase 2 and Phase 3 BDUK bids, managing changes to them in life, modelling for additional coverage & contracting change requests. In addition to this I’ve became the teams lead for Local Full Fibre Network (LFFN) & Funded Community Partnerships (FCP) which involved modelling circa £60m worth of infrastructure across the country.• Built a process to model build for proactive Funded Community Partnerships which has since been used to design £60m of… Show more My role involved handling multiple Phase 2 and Phase 3 BDUK bids, managing changes to them in life, modelling for additional coverage & contracting change requests. In addition to this I’ve became the teams lead for Local Full Fibre Network (LFFN) & Funded Community Partnerships (FCP) which involved modelling circa £60m worth of infrastructure across the country.• Built a process to model build for proactive Funded Community Partnerships which has since been used to design £60m of potential build opportunity funded by top up vouchers driven by communities. • Reviewed and improved the Local Full Fibre Network process to reduce risk to the business via site vetting to avoid overlap with other projects whilst modelling all reasonable opportunities for build. • Became the front door for the team for all work requests on LFFN reviewing, assigning, and supporting colleagues in completing work where required. I have also challenged and pushed back requests to ensure work we were asked to do was both required and of the right quality to give the business the best opportunity to win contracts.• Managed complex addition to scopes, de-scopes and contractual changes requested by customers and internally across a number of BDUK contracts.• Utilising a variety of communication skills provided regular updates to senior team on performance and progress of contracts, allowing for focus on specific contractual CRs to maintain overall contractual health.• Managed a wide variety of high-level stakeholders often with differing needs to ensure expectations were met analysis and insight delivered to enable contract level decisions to be made and then managed through in a timely manner. Whilst also managing expectations and balancing the needs of the business with the expectations of the stakeholders.• Lead both FCP & LFFN Programmes for our team, balancing workloads across the team, improving and optimising processes whilst not to the detriment of other workstreams. Show less

Focussed on improving customer service, reducing fault intakes, optimising efficiency and sharing learning with teams across UKN. Leading for the region on work packages/programmes including the creation of insight and analysis drawn from data and interviews and creating compelling performance packs that are used to influence sustainable performance improvement initiatives. Utilised Oracle SQL and Oracle BI in order to gather accurate data which was then analysed for various metrics… Show more Focussed on improving customer service, reducing fault intakes, optimising efficiency and sharing learning with teams across UKN. Leading for the region on work packages/programmes including the creation of insight and analysis drawn from data and interviews and creating compelling performance packs that are used to influence sustainable performance improvement initiatives. Utilised Oracle SQL and Oracle BI in order to gather accurate data which was then analysed for various metrics inclusive of Ofcom targeted measures. Developed insight that covered UK wide Operations approx. 470+ management patches and engaged with key stakeholders from line managers to senior managers that led to greater understanding of causes of underperformance, which could then be addressed.Worked with a variety of stakeholders from director level to operational managers, often having to make bold decisions and prioritise work in order to meet their various needs. I used effective communication skills to keep all interested parties informed and maintain relationships to effectively deliver to each stakeholder’s requirements.Lead and supported improvement initiatives which were the output of investigations and analysis such as creating a rank of most at need patches for upskilling, remaining commercially minded and ensuring that the budget of circa £20million is spent as effectively as possible.Utilising a variety of communication skills provided regular updates to senior team on performance and progress on targeted measures, allowing for focus on specific patches for areas of improvement whilst giving praise to those patches performing well.Identified opportunities and risks to ensure appropriate actions could be taken to protect and improve key performance metrics thus protecting the business’ commercial interests and ensuring performance is maintains and improved where possible. Show less

The EE Graduate Scheme is a rigorous two-year scheme aimed at utilising top talent to fill high-level business critical roles. The scheme comprises gaining experience in a number of roles including frontline (Agent and Team Leader), Quality Analysis, Strategy and Planning and Design and Delivery of Change.  Presented to chiefs and provided reports to director level utilising presentation skills alongside effective communication as well as requiring confidence in front of such a senior… Show more The EE Graduate Scheme is a rigorous two-year scheme aimed at utilising top talent to fill high-level business critical roles. The scheme comprises gaining experience in a number of roles including frontline (Agent and Team Leader), Quality Analysis, Strategy and Planning and Design and Delivery of Change.  Presented to chiefs and provided reports to director level utilising presentation skills alongside effective communication as well as requiring confidence in front of such a senior audience.  Involved with roll out of new call structure, which was adopted across the whole company, providing direct briefings, feedback and training to managers of how it should be utilised and then returning at various review points to ensure it had landed correctly. Developed leadership skills through team management of a team of 14 call handlers. In role as scheduler given sole responsibility of scheduling for one area of the business and assisting with forecasting, scheduling and optimisation for other areas of the business. Show less

Placement within Design and Delivery. Utilised effective stakeholder management skills to assist with successful implementation of changes within the business.Analysed internal and externally driven change to understand requirements and scope and then ensuring the outcome meets the needs of Customers, Customer Service and helps drive the companies ambition for number one for service.Involved and led project calls with stakeholders of various levels to progress pieces of… Show more Placement within Design and Delivery. Utilised effective stakeholder management skills to assist with successful implementation of changes within the business.Analysed internal and externally driven change to understand requirements and scope and then ensuring the outcome meets the needs of Customers, Customer Service and helps drive the companies ambition for number one for service.Involved and led project calls with stakeholders of various levels to progress pieces of change and ensure a successful outcome Show less

Darlington, United Kingdom

Team Manager for a new intake of Technical CSRs. Responsible for all aspects of the Leadership and Management of a team of 13 advisors.

Darlington, United Kingdom

Placement within the Strategy and Planning area of the Business in order to gain an understanding of the challenges of scheduling teams and ensuring that the business effectively and efficiently manages resource to handles calls in the best manner possible.ST forecasts, analysing trends, interpreting data, and making short term adjustments to forecasts and/or tactical changes as a result of said info.Optimising – making best use of staffing. Esuring the right people were in the… Show more Placement within the Strategy and Planning area of the Business in order to gain an understanding of the challenges of scheduling teams and ensuring that the business effectively and efficiently manages resource to handles calls in the best manner possible.ST forecasts, analysing trends, interpreting data, and making short term adjustments to forecasts and/or tactical changes as a result of said info.Optimising – making best use of staffing. Esuring the right people were in the right place at the right time both online and offline and making best use of availability as well to balance business needs.Stakeholder Management/Engagement to enable me to complete my duties to the highest standard.Given sole responsibility of scheduling for one area of the business and assiting with forcasting, scheduling and optimisation for other areas of the business. Worked to tight deadlines in a fast paced, dynamic environment.Proficient in using NICE WFM. Show less

Darlington, United Kingdom

Three month placement which gave me my first insight into leadership within EE. Shadowed experienced and successful Apprentice Team Leader.Became responsible for a team of 13 Apprentices .Managed team for short period of time ensuring all aspects of role were completed successfully

Darlington, United Kingdom

Involved with the roll out and implementation of new call structure to multiple sites and teams across the business,which consisted of training at various levels including: Operation Managers, Team leaders and advisors.This call structure has since been adopted business wide following successful implementation. Assisted with various projects including analysis of:Adherence to call structure - identification of where advisors were or were not following the new call structure… Show more Involved with the roll out and implementation of new call structure to multiple sites and teams across the business,which consisted of training at various levels including: Operation Managers, Team leaders and advisors.This call structure has since been adopted business wide following successful implementation. Assisted with various projects including analysis of:Adherence to call structure - identification of where advisors were or were not following the new call structure and the impacts of this on both customer experience and KPIs such as Average Handle Time, First Call Resolution and Net Promoter Score. Sales opportunities identification - missed sales opportunities and production of recommendations for improvement.Compliance - identification and reporting on compliance and adherence to regulatory and company process. Show less

Darlington, United Kingdom

Introduction to front line of the business learning the skills and competencies required of all advisors'. Took part in full agent induction and provided feedback to Director level on strengths and opportunities to improve future inductions.Call handling utilizing excellent communication skills and where needed using negotiation skills and conflict resolution skills to ensure customers receive the best service possible.Remaining calm under pressure and managing multiple… Show more Introduction to front line of the business learning the skills and competencies required of all advisors'. Took part in full agent induction and provided feedback to Director level on strengths and opportunities to improve future inductions.Call handling utilizing excellent communication skills and where needed using negotiation skills and conflict resolution skills to ensure customers receive the best service possible.Remaining calm under pressure and managing multiple systems and ensuring attention to detail whilst keeping a customer engaged in order for queries to be resolved in a timely manner. Show less

Lancashire

Providing exceptional customer service in a fast-paced, often challenging environmentEnsuring efficient running of the bookmakers whilst adhering to company guidelines and maintaining operations under the licencing restrictionsTrained how to run a licensed betting office on my own and given responsibility to do this on regular basis.

Orlando, Florida Area

Provided industry leading level customer service to visitors from all over the world.Worked within Operations, Merchandise and Front Desk and gained valuable knowledge and experience within a globally recognised and admired organisation.Handled complaints and utilised high quality training in order to ensure equitable solutions in line with Disney’s expectations and standards.• Trained to and maintained standards that are expected of one of the world’s premier companies.

Lancashire

Burnley

Burnley