Peter Mays Email & Phone Number

Newcastle Upon Tyne, Gb

Supporting Sky Mobile to become the leading MVNO in Ireland by leveraging shared network services and capabilities provided by Sky’s Group & UK Technology and developing unique features that will differentiate Sky in the Irish market.- Performance manage key technology capabilities encompassing the full customer lifecycle and journeys including Sales, Credit Risk & Fraud, Provisioning, Number Porting, Network and Roaming Services, Assurance, Smartphone Devices and SIM card capabilities.- Governance and Technology relationship manager of the Host Network Operator, Suppliers and Third Parties. Providing an escalation path for resolving high impact, customer experience and technical issues - Working with Sky Ireland Commercial and Product teams, identify and lead customer experience and service performance improvement initiatives to increase sales opportunities, optimise network customer experience and customer assurance processes- Translate data insights from customer feedback, trials, proof of concepts and systems to identify new revenue opportunities, cost savings, product, and proposition enhancements- Provide inputs on key strategic discussions and decisions that will shape our Sky Mobile product and technology roadmaps and leverage the best of breed opportunities for the Irish market

Newcastle Upon Tyne, England, United Kingdom

I am accountable for Sky’s service relationship with key service partners helping to react to assurance issues when they arise. I work across all stages of the experience, championing the customer to ensure that service is optimised, while leading programmes aimed at improving in-life service and reducing wasted effort.I work across functions linking in with our Commercial, Technology and Supply Chain colleagues to ensure Sky delivers market-leading customer service for our mobile proposition.

Newcastle Upon Tyne, United Kingdom

Working across a range of projects in a fast paced and dynamic environment I lead the analysis of projects and working within the Operational Change area of the business. Being part of a flexible team on larger more complex programmes of work I am accountable for the delivery of analysis activities including :-Lead analysis for the full project life cycle, programme or work-stream, across mixed functional business areas or routes to market-Create and manage the analysis plan and approach, utilising flexible ways of working within agreed timescales, quality standards and budget-Provide analysis services at the initiation of projects including stakeholder identification, scope definition, benefit measures and operational impact assessments-Deliver and manage delivery of change analysis including Customer journeys, Business requirements (gathering, analysis, sign off), Impact assessments, Process mapping, stakeholder management and operational readiness

Newcastle Upon Tyne, United Kingdom

Responsible for helping to implement all change impacting the Customers operations ensuring that requirements are truly considered and understood by creating a culture of engagement and collaboration that enables stakeholders and impacting personnel to buy in to change and adopt them as business as usual.Working alongside all other areas of the business to identify opportunities for improvement and helping to sharing best practice across Customer Operations for implementing change. Assessing impacts and identifying areas for further tactical improvement and Initiating review assessments across key process and performance metrics to enhance results

Production of a strategic vision for the service operation in conjunction with Marketing and Operational stakeholders - developing, launching and driving initiatives to exceed sales expectations. Reviewing the infrastructure and implementing change to ensure that the maximum desired results are achieved, setting and directing the effective delivery of customer conversations to support the sale through service achievements. Using knowledge and insight information to drive the strategy. Leading, developing and motivating a team of Sales Performance Executives to drive performance across all international service sites.Building relationships with internal and external stakeholders to help support the achievement of agreed targets and goals.

Responsible for supporting the roll out, adoption and engagement of a new knowledge database tool across all sites within the bSkyb contact centres.This role includes working with the project team to create a high quality and robust roll out plans and to co-ordinate and manage focus groups across Customer Operations most notably in terms of facilitating new system test activity across multiple locations including:- Setting up test labs across multiple sites- Creating test scenarios- Floor walking and analysing results- Using different media types to communicate into the project teamSet up and manage a network of knowledge champion across all sites within the UK, ROI and India to develop an effective communication strategy creating excitement and interest from the Customer Operations audience.Input and support the development of training material, ensuring effective content and a robust delivery plan that will Inspire, influence and motivate front line teams including CEMs and CELs to actively use the new knowledge base promoting the benefits for both advisors and customers.Help facilitate the roll out, adoption and embedding of the new tool to support the transition to business as usual activity including playing a key role in carrying out a post implementation review and recording lessons learnt.

Newcastle Upon Tyne, United Kingdom

Responsible for leading a team of Broadband and Telephony advisors to provide the company in giving our customers world class service. Keeping the team focused on what they need to do you need to do and motivating them to want to strive to be better then what they were the previous day.With the role constantly changing, organisation and planning are essential to the day to day working and thinking on your feet to problem solve is critical.Within this role I have been asked to cover my manager on a number of occasions and have also been used as a figure point of the department in meeting with key stake holder, directors and other departments. Daily tasks include:• Team and department Communication• Individual and Team motivation• Coaching and development• Report Analysis• HR support• Leading by example• CEM / HOD support

Operations Manager for an outsourcing company. Skill and roles include: Set up and running of campaigns for sales, customer service, appointment setting and IT support. Controlling the operational costs for staffing and infrastructure of each campaign. Motivation and development of the management team. Answering to director level Edit

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Cemap Level 1 2 And 3, Cemap Level 1 2 And 3

Business And Computing