Telephone automation self-serve improvements to reduce inbound customer calls reaching frontline agents and promote self-serve journey instead. Reduced calls to frontline agents by 25%, 300K calls reduced over 2 months.Enhance speech recognition natural language voice capture improvements to get calls to the right place 1st time. Reduce transfers by circa 10K each week, save time for customer journey and resulting in £1.3M in year benefit.Implemented and owned a process to… Show more Telephone automation self-serve improvements to reduce inbound customer calls reaching frontline agents and promote self-serve journey instead. Reduced calls to frontline agents by 25%, 300K calls reduced over 2 months.Enhance speech recognition natural language voice capture improvements to get calls to the right place 1st time. Reduce transfers by circa 10K each week, save time for customer journey and resulting in £1.3M in year benefit.Implemented and owned a process to mitigate risks by centrally managing Telephone number usage across Centrica UK, to de-risk quoting old phone numbers during the telephone number clean up.Telephone number admin management across Centrica UK. Reduced active telephone numbers by 36% in first 10 months of 2020 from 700 – 450, resulting in customer communication simplicity for letters and online and improving internal administration for telephone numbers. Show less

Drastically reduced the active 0800 telephone numbers from over 5500 to 700 across Centrica UK businesses, easier to administrate the telephone system saving in internal administration man hours.Slashed Centrica phone bill down by £4.5M over 3 years by migrating all Centrica UK businesses from 0800 freephone to 03 phone numbers. Exceeded projected change benefits by £1M due to fast agile changes and knowledge of internal telephone change process and telephone systems… Show more Drastically reduced the active 0800 telephone numbers from over 5500 to 700 across Centrica UK businesses, easier to administrate the telephone system saving in internal administration man hours.Slashed Centrica phone bill down by £4.5M over 3 years by migrating all Centrica UK businesses from 0800 freephone to 03 phone numbers. Exceeded projected change benefits by £1M due to fast agile changes and knowledge of internal telephone change process and telephone systems used.Implemented process to de-risk old telephone number usage on letters and digital marketing rather promote online self-serve where possible.Delivered Outbound telephone Cisco CLI change - Promoted online self-service message and weblinks to customers when British Gas agents called customers back from call-centres. Reduced inbound return calls into call centre circa 300K annually saving Circa £1M Show less

Project Scarlett – Migration of all voice & data platforms to be with 1 network provider across British Gas. Skills used, data capture / analysis / communication / listening/stakeholder management / user acceptance testing UAT / User verification testing UVTVoice Transformation Project – Migration of voice telephone platforms from site-based Avaya telephone switch to Cisco network-based switch. Key skills utilised: Collaboration 3rd parties/ operational stakeholder management / data… Show more Project Scarlett – Migration of all voice & data platforms to be with 1 network provider across British Gas. Skills used, data capture / analysis / communication / listening/stakeholder management / user acceptance testing UAT / User verification testing UVTVoice Transformation Project – Migration of voice telephone platforms from site-based Avaya telephone switch to Cisco network-based switch. Key skills utilised: Collaboration 3rd parties/ operational stakeholder management / data capture and analytical skills / user acceptance testing UAT / User verification testing UVTProspero Project – Migration of voice platform to network telephone queuing utilising Genesys telephone software for debt departments. WIFI improvement project – Improve WIFI Circa 700 people. Resulting in operational benefits and flexibility.Cisco Video Conferencing Project - Improve VC capabilities. Resulting in business flexibility/ communicate internationally / internally with field staff. The result was a more efficient operation with better face to face communication and reduced travel time. Show less