Claire Dubelbeis

Experience

• 

  Telewest

  Jan 2003 - Jan 2005

  Team Manager/Adviser
• 

  Ntl:Telewest

  Mar 2003 - Oct 2005

  Team Manager
• 

  TalkTalk

  Oct 2005 - May 2018

  Achievements• Delivered the core Customer Relationship Management (CRM) functionality to plan and with no major defects using Pega CPMC• Including : Cisco telephony integration, customer search, caller verification and customer details• Delivered a system which reduced agent effort by ensuring they have the relevant information at their fingertips, which provided an excellent customer experience• Continued to manage small changes outside of a main project by utilising any spare resource when available. Ensuring all impacted BSS and OSS teams were aware of the changes, they were fully tested and supported post delivery to live.• Lead delivery of a new complaints workflow tool to replace a legacy tool. Ensured all requirements were captured and remained within scope. Supported development to ensure I had an early view of the new Product and I was getting what was needed. Supported the operation (training, agent comms) with roll out of the new product. Ensure the product was fit for future plans to expand the solution further as per business demands. Ensured product was built to budget and deadlines.Responsibilities• Maintaining and prioritising the Consumer Operations Product backlog according to value/benefit• Assisting in Customer Journey Mapping to define Themes, Epics and User Stories• Supporting refinement of stories so they are Ready for Sprint• Communicating the Product Vision for the team to live and breathe• Delivering Sprint Goals to enable the team to remain focused on key priorities• Engaging with key stakeholders throughout the journey with workshops and “show and tell” sessions to ensure the product is delivering to the needs of the customer• Guide the team through changes in direction sprint to sprint through strong leadership and clear communication• Representing the Scrum team in the Project Control Board• Performing Business Analysis tasks when needed to ensure smooth delivery and project timescales are kept on track. Show less Started work as Product Owner of the CRM before seconded, so many achievements span both timeframes.Achievements• Asked to perform the Product Owner role for the new CRMResponsibilities• Represent the voice of the agent by listening to and reviewing feedback directly from Contact Centre Agents• Investigate potential process improvements and present back to the business my recommendations• Gather feedback through Telepresence with agents, forums, call listening, visiting sites and data analysis Show less Achievements• Reviewed and mapped complaint processes, liaising with subject matter experts within to ensure accuracy. Played a key role in driving down OFCOM complaint volumes by 40% and improving the overall customer experience• Led workshops across the team to define a process mapping best practice guide, gained sign off then rolled out across UK and Manila AnalystsResponsibilities• Responding to process queries and content questions from the operation• Keeping up-to-date with the latest process changes and communications from the business to ensure ability to be a knowledge expert in the business• Creating & updating Visio maps and knowledge articles as required by the operation• Drafting change communications to be briefed out to the operation, maintaining quality and accuracy to ensure effective communication• Coaching and feeding back to Manila & UK Analysts to assist with ensuring consistent quality being produced across the team Show less Managed a team of up to 15 Customer Service and Technical Support Complaint Managers, carrying out day to day performance management and team support tasks.Achievements• Reduced costs to the business by reviewing current process for sending out routers for customer’s escalating into the CEO’s office and ensuring that new process was adhered to by reporting and monitoring costs after roll out. Reduced costs from £6000 to £4000 per month and continuing to review for further improvements Show less

  • Product Owner

    Apr 2016 - May 2018

  • Continuous Improvement Manager

    May 2015 - Apr 2016

  • Process Knowledge Analyst

    Jun 2012 - Apr 2015

  • Team Manager - Chief Executive's Office

    May 2011 - May 2012

  • Process Improvement Analyst

    Jun 2010 - May 2011

  • Team Manager

    Oct 2005 - Jul 2010
• 

  SS&C Blue Prism

  Jun 2018 - now

  Supporting developers in building new features through agile methodology

  • Senior Product Owner

    Apr 2024 - now

  • Product Owner

    Jun 2018 - Apr 2024