Responsible for driving and developing a team in an agile programme under a large Capability programme• Accountable for implementing management of project governance, scope, risk and issues, compliance, resource planning, budget management and reporting for an existing programme• Lead collaboration with Product Owners, SME’s, technology leads to prioritise work and agree delivery plans• Lead facilitation discussion, decision making, and conflict resolution, as well as demonstrating effective use of timeboxing. • Supported team development while holding teams accountable for their commitments, removing roadblocks, leveraging organizational resources to improve capacity for project work. • Responsible for generating reports and forecasts on predicted and actual velocity, keeping them up to date on progress and challenges where appropriate• Focus on the Business Change to ensure all change lands excellently within the Channels• Responsible for the end-to-end delivery and management of medium/ large Business projects, including financial/ budget management & control, liaising with internal teams and occasionally external suppliers• Support the Product Owner in scoping and mobilising work and maintaining the product backlog• Responsible for Project planning that balances ambitious timelines with realistic plans with contingency • Delivered business benefit in partnership with the product owner. • Built a network across the business to enable efficient and effective project delivery and ensure credibility and ownership of decisions.• Liaised with wider project management community to secure alignment on interdependencies and ensure these are tracked and managed across projects

Responsible for delivering revenue, churn, volume, value and NPS outcomes for both EE and BT brands.• Lead on inputs into strategy and vision for our area, with strong focus for commercial and customer• Built personalised customer journeys, experiences and campaigns to extend customer relationships• Built business cases, using insight and modelling with a test and learn mindset taking a household view across the main customer journeys (including upgrade, retain, upsell and deep sell).• Built partnerships with external areas to work more collaboratively – Finance, Trading, Marketing• Designed the segment targeting and offer strategy & vision for a base journey for Broadband.• Driver of key commercial base KPI churn, SRC, Return on Investment etc.• Influenced & shaped requirements for new base activity from the wider business • Work with key business stakeholders to identify areas of optimization• Create end to end base journeys with inbound and outbound capability• Support the refining & prioritising of product backlog taking inputs from Digital & Trading SPOs where necessary• Drive base trials performance/KPIs including ensuring test and learn v control

Responsible for driving and developing a team in an agile programme under a large Capability programme• Accountable for implementing management of project governance, scope, risk and issues, compliance, resource planning, budget management and reporting for an existing programme• Lead collaboration with Product Owners, SME’s, technology leads to prioritise work and agree delivery plans• Lead facilitation discussion, decision making, and conflict resolution, as well as demonstrating effective use of timeboxing. • Supported team development while holding teams accountable for their commitments, removing roadblocks, leveraging organizational resources to improve capacity for project work. • Responsible for generating reports and forecasts on predicted and actual velocity, keeping them up to date on progress and challenges where appropriate• Focus on the Business Change to ensure all change lands excellently within the Channels• Responsible for the end-to-end delivery and management of medium/ large Business projects, including financial/ budget management & control, liaising with internal teams and occasionally external suppliers• Support the Product Owner in scoping and mobilising work and maintaining the product backlog• Responsible for Project planning that balances ambitious timelines with realistic plans with contingency • Delivered business benefit in partnership with the product owner. • Built a network across the business to enable efficient and effective project delivery and ensure credibility and ownership of decisions.• Liaised with wider project management community to secure alignment on interdependencies and ensure these are tracked and managed across projects

• Responsible for supporting the delivery of all on/ offshore KPI’s for their respective outsource partner• Lead, coached and developed on/ offshore leadership team to achieve successful delivery against all KPIs.• Build relationships with partners, influencing them to deliver results using effective performance management techniques.• Lead as primary point of contact between E. ON and Partners relating to performance and compliance.• Accountable for the delivery of key performance indicators across customer satisfaction, quality, value and productivity• Worked in close partnership with Vendor Management team to provide a consistent message into OSP about performance and priorities• Built strong relationships with internal and external stakeholders across Residential to ensure that any waste is removed from the process.• Responsible for driving innovative change to develop external supplier processes.• Identified gaps in knowledge, performance & capacity across the offshore operation and work with stakeholders and others, to fill any gaps.• Ensure that all practices are within the OFGEM Licensing conditions.• Responsible for managing risk, including health and safety, compliance etc

• Lead a team of people looking to reduce costs and demand into our contact centres focusing on the return on investment. My role is to drive a team in an agile approach which delivers at pace, to identify and prioritise key opportunities and provide solutions with value to resolving within our Residential Sales & Retention business. • Partnered with Product Owner at senior management meetings to present progress and deliverables • Took a backlog of £966k value and delivered circ. £6m 2020, with a view to delivering excess of £10m in 2021• Delivered initiatives to Operational colleagues removing and improving their daily activities and customers by improving their experiences, NPS/ Heartbeat,• Review, create and managed backlog of customer/ colleague pain points to established real value in order to plan and drive the team efficiently • Prioritise focus of an agile delivery to ensure customer, colleague and Business benefits are monitored, tracked and delivered.• Provided clear direction of activities and align to the broader strategy/ picture with the product owner and team• Recruited suitable resource to plug gaps to ensure pace of delivery is maintained and delivered upskilled members within squad, agile, estimating value, identifying root cause etc.

Coach Quorn Under 10's - providing a depth of knowledge and experience of the game. Enhancing the development and learning of individuals, utilising autocratic, democratic and laissez-faire techniques to help children understand instructions, drills, skills, tactics etc.

Responsible for supporting the design of processes in readiness for a SMART future across Residential Operations. Working with the key business areas to understand SMART opportunities within our processes across Residential Customer Operations and using support from experts and stakeholders to create end to end processes, identify gaps and process inefficiencies.

Responsible for delivery of robust Smart Operational readiness activities, ensuring change lands effectively, work collaboratively with operational leads to improve customer service, methods of work, process failure, cost to serve and delivery of local and central change using the UK Change framework utilising both waterfall and agile approaches.

Responsible for delivery of projects within the E.ON Field Operations business, ensuring they are implemented and embedded successfully delivering the expected benefits.

An early adopter of the Smart training I was responsible for the installation of E.ON’s new Smart meters within customer premises. My early expertise allowed me to work with the Smart Programme to support the development of the customer journey and experience.

- Co-ordinates planning of local events and activities and works with event sub teams. - Liaises with local head teacher. - Supports Publicity Officer and local sub teams for example by assisting with letters and tickets and helping to find helpers for events and activities. - Co-ordinates first aid for local events. - Arranges resources – looks after sheds and co-ordinates supplies for events and activities. - Deals with site specific correspondence including letters being sent home via book bags and collects from office and responds/passes on as appropriate. - Encourages new parents to join the PTA or help out at events. - Ensures that money from local events is passed safely to the Treasurer. - Keeps float for use at smaller events. - Stands in for the Chair should the Chair not be present at a Committee meeting. - Assists the Chair in running meetings. - Works with the Chair to prepare the Annual Report.

Personal Trainer working in a large leisure centre business providing personal fitness instruction. This enabled me to work closely with customers, and put into practice the training and education courses received into a working environment.

Working Front of house, meeting and greeting customers and being a valuable member of a team. Adopting a customer centric approach and had responsibility for end of evening cashing up and premise closure.