Having worked in various roles within the BT Group for the past 35 years I have progressed my career to my current role leading a team delivering support for their Consumer and Business Contact Centres. I have a strong customer centric attitude and am known for going above and beyond to meet operational need.Producing end to end designs detailing requirements from small changes to large projects.Stakeholder management ensuring delivery of agreed business outcomes on time, budget and resource.Working to an agile method providing technical support throughout the delivery lifecycle, resolving live incidents that occur whilst continuing operational process design.Implementing configuration changes within the Genesys CTI platform. routing various customer led interactions through to the contact-centre advisers, thus enabling a right first-time experience for the customer.I am a passionate football supporter and enjoyed my time coaching a youth football team.More recently, became a member of the Vulcan Restoration Trust and enjoying travelling and exploring new places, both within the UK and abroad