Experience

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  Virgin media

  Sept 2012 - May 2018

  • Working closely with Business Improvement and Change Delivery, supporting initiatives to reduce calls and drive customers to online Help and Support as alternative, a digital first approach.• Facilitating workshops to map ‘as is’ and ‘to be’ processes, creating new and engaging content that would be seen by thousands of agents, and millions of customers.• Supported with several high profile process changes and implementations, that lead to exposure to regulatory bodies such as Ofcom, FCA and ICO, and incorporating their requirements into processes to promote compliance and engagement.• Collaboration with our Business Improvement team saw and an increase of over 450% increase for compliance with the newly implemented complaints handling process, whilst saving the business from a significant penalty.• Delivered an innovative new knowledge solution to support the launch of our Virgin WiFi app, with supporting process documentation to enable front line to confidently promote the product• More recently leading a project to rebuild the knowledge base for Mobile that would impact almost 14,000 agents. The expected result would be to reduce to AHT, build engagement and adoption and drive tool usage. • Continuously demonstrating excellent stakeholder management across projects varying in complexity, from front line to Director level. Show less • Responsible for improving Quality Performance metrics (VoC and NPS) across Mobile, Complaints and Retention areas.• Leading a pilot across several UK sites, that led to a change in ways of managing quality performance. This was an initiative created by the Senior Leadership team at the time that involved placing ownership of performance back with agents and managers. I stepped up to lead the pilot which included creating reporting packs, training peers and Operational Managers to create and interpret the data within them, and building tactical plans to improve their performance. • Created training material and delivered from front line to Director level using a variety of approaches including class room training , one to one coaching and remote sessions to support our offshore partners. Show less

  • Knowledge Delivery Specialist

    Jul 2014 - May 2018

  • Quality Analyst

    Sept 2012 - Jul 2014
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  Verastar

  Aug 2018 - Sept 2019

  As both a Project Manager and Business Analyst I work closely with product managers and operations management to understand strategies, determine the business needs and direct and manage projects from beginning to end.Research and analyse findings, recommending changes and improvements. Working with key stakeholders to demonstrate the benefits of the recommendations.Define project scope, goals and deliverables and proactively manage changes, setting clear expectations with stakeholders and delegating tasks and responsibilities to appropriate personnel.A strong focus on continuous improvement, utilising project reviews and feedback to re-engineer processes. Show less

  • Project Manager

    Dec 2018 - Sept 2019

  • Business Analyst

    Aug 2018 - Dec 2018
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  Bupa uk excellence in healthcare

  Sept 2019 - now

  • Business Improvement Manager

    Jan 2023 - now

  • People Operations Process Manager

    Sept 2019 - Jan 2023