Responsible for the UK Problem Management function for NationalGrid, providing leadership, governance, pro-active problem management, training and assuring best practice in line with the ITIL framework and best practices

Provide first class network experience to Vodafone Groups fourth biggest corporate customer.Delivering top class stakeholder management, demonstrating a sound knowledge of stakeholders’ services by reviewing the customer’s daily experience. Identify, own and drive to resolution any faults or issues that are negatively impacting the customer experience.Contribute to monthly service reviews at customer premises. Implement and drive continuous improvement activities.

Successfully developed and implemented Communication strategy between Vodafone Networks and Frontline agents, providing them with unique insights and substantiated objection handling claims.Identified, owned and resolved support issues around major billing platform by quickly developing robust support processes, thus preventing possible customer impact and significant brand damage to Vodafone.Owner and driver of Vodafone’s Network Customer Improvement initiatives, driving 1st class cross functional improvements in line with the company strategy with the customer at the heart of everything we do.Deliver improvements to major Enterprise customers. Proactively resolving issues and advising improvements to customers.Promotor of cultural change ensuring everything we do is with the customer in mind.Analysis of KPIs for Vodafone’s 2 major MVNO partners (Lebara & TalkTalk) providing insights and delivering service improvements wherever possibleThe Go To person for ad-hoc, unusual or complex issues that require a customer focused and swift resolution.Key contributor to CEO and CTO reporting for UK Quality and Customer Experience initiatives and successes.

Manage Network Availability ensuring Service Level Targets are achieved and exceeded.Manage the day to day operational support processes for in/outbound Network and Customer Incidents. Report on the Network Sharing operational status and issues impacting Vodafone & Telefonica to senior management.Contribute to joint monthly Operational Review Meetings as owner of Network Incident performance and availability.Lead weekly operational performance meetings Telefonica with the aim to improve Network Availability and customer experience. Lead on process and relationship improvement activities with Telefonica and other 3rd party suppliers where required.

Service Manager for O2 and Cable and Wireless. Responsible for Vodafone’s network availability and management of Cells out of Service in the North region of the UK.

Responsible for the successful delivery of a number of new and changed services into the live environment, through the facilitation of efficient and effective engagement between service operations and projects and programmes across Vodafone.

Supporting and managing the day to day operational requirements for the Vodafone UK Desktop Hardware and Software estate.

Providing quality technical support for Vodafone service providers, Independent service providers and other Network Operator Helpdesks resolving porting failures directly on the Vodafone network.

Key contribution within this role was operating as the initial technical support communications interface operating via phone and email processing an extensive and interesting range of faults and service requests within a first line support capacity