Oliver James

Experience

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  South Wales Police

  Jul 2007 - Jul 2009

  Special Constable

  While studying for my bachelor’s degree I served as a Special Constable, developing sharp interpersonal skills in situations of challenge and conflict, working with full-time police officers in their dealings with the public. Some achievements of my time as a Special Constable included:* Calming various domestic disturbances involving families, house parties and other volatile but sensitive situations, quickly assessing the situation and delivering the appropriate solution. * Managing a public order situation at a football match where a combination of a severe injury to a player, a highly agitated crowd and a helicopter casualty evacuation required robust handling of people and quick thinking to deliver an operational solution. * Coping sensitively and professionally with the personal needs of victims of crime, regardless of racial, religious, age or cultural background. Show less

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  ManpowerGroup

  Aug 2009 - Nov 2011

  Faults Advisor

  Initially hired to provide advice to customers on service faults, my high level of performance led to an expansion of my role into change project delivery and personal support for managers, in particular taking over important escalation decisions during their absence. My achievements included:• Becoming the first ever Agent to meet the Manpower Board of Directors.• Leading workload management and staff allocation for a 15 person team providing customers with pro-active care against agreed timelines.• Delivering coaching to under-performing staff as part of the company’s “Training Talent Team”, Show less

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  IBM United Kingdom Ltd

  Sept 2010 - Apr 2011

  Project & Change Manager - IBM on behalf of Virgin Media Operations

  Virgin Media provides around six business lines to IBM through an outsourced arrangement. My role was to plan, cost and aid delivery of project proposals across all six of these lines. My achievements included:• Managing a large, diverse workload to successful conclusion on time, within budget, and to agreed quality standards.• Delivering a thorough understanding of all six business lines and providing advice on project delivery and change for each• Successfully delivering change and business transformation across all IBM Centres both in the UK and India.• Building positive, lasting and effective stakeholder partnerships with staff at all levels from senior Directors down. Show less

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  Virgin Media

  Nov 2011 - Sept 2012

  Fault Management Support Analyst

  This was a newly formed team working broadly with front line departments to swiftly tackle service outages, fixing them remotely and escalating more complex faults. My achievements included:• Successfully raising the skill level of Virgin Media colleagues by coaching front line staff to fix technical problems. • Reduced the time Virgin spent fixing complex and widespread service faults by developing more efficient internal communications.• Changing fault ticket management from a wholly reactive to proactive approach, redesigning staff allocation to meet the level of predicted demand and reaching the teams service level agreements for the first time.• Assuming leadership in the absence of our regular team manager Show less

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  Virgin Media

  Mar 2013 - Aug 2016

  Following outstanding feedback from my time as a 'Next generation team manager' I successfully passed the assessment to be promoted to a Team Manager. Achievements so far have included:*Managing a team of Circa 15 FTE to regular performance related bonuses, through Coaching, performance management and engagement*Performance improvement- Decrease in Average time of circa 118 seconds, Decrease in Wrap of Circa 30 seconds, First time resolution increase to circa 85% (+5%). Also maintained 0% absence for a long period*Operational responsibility for a team of Resolution Specialists- Designing and implementing a recruitment and continual assessment process to ensure outstanding customer service and support*Selected to work with our Outsource centres in India to lead a programme rollout team- Key responsibilities- Coordinating briefs, managing headcount, supervising rollout and escalation point for business affecting issues Show less Having returned from a six month travel sabbatical in Australia I was immediately rehired by Virgin Media for this role combining team leadership and customer service delivery responsibilities. My achievements have included:• Deputising for the Customer Assurance Team Manager during her absences, leading on all aspects of team management including performance management, training and development and customer escalations.• Exceeding monthly KPIs and establishing a position of team leadership through successful delivery.• Establishing an effective working partnership between the first and second line fault departments, leading weekly relationship calls and fostering a joint approach to tackling immediate and systemic issues.• Following a successful assessment and following outstanding performance/behaviours I became part of the companies ‘Next Generation Team Manager programme’, covering for Team Managers across the site. On my first assignment I led an underachieving team where 1 person was achieving bonus to 10 achieving bonus within a month• Selection for a trip to India to support our Outsource centres with a new system rollout: engaging and briefing thousands of agents, escalating system issues and building long lasting positive relationships Show less

  • Team Manager

    Sept 2014 - Aug 2016

  • Acting Team Manager

    Mar 2013 - Aug 2014
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  DJ Learning LTD

  Aug 2016 - now

  Business Manager

  Working for DJ Learning LTD, established for circa 10 years, with a range of private, public and global clients and has established a reputation for exceeding stakeholder expectations.I am currently responsible for day to day operations, supplier management and relationships, social media and business development. Achievements:* Increased capacity and introduced new processes to increase efficiencies resulting in increased turnover of circa £20k* Introduced and manage the company social media activities* Supplier management- Researching suppliers for web design, business cards, stationery and filming, ensuring we keep within budget whilst achieving optimum quality. I have supported design and development of 2 MOOC’s for University College of London on their pre- MBA course. This currently has over 30000 subscribers and is continually increasing* Co-authored 2 books for 2 different clients, entitled ‘Dynamic Business Environments’ and ‘The Entrepreneurial adventure; Embracing risk, change and uncertainty’ For more informaation on what we do and to check out our blogs and vlogs;Website; http://djlearning.co.ukTwitter; @DJ_Learning_LtdInstagram; @dj_learning_ltdFacebook; https://www.facebook.com/DJLearningLTD/ Show less

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  Business Expert Press

  Nov 2019 - now

  Main Author for The Entrepreneurial Adventure: Embracing Risk, Change, and Uncertainty

  • Book Author- The Entrepreneurial adventure- From small business, to SME and beyond

    Jan 2021 - now

  • Book Author- The Entrepreneurial Adventure: Embracing Risk, Change, and Uncertainty

    Nov 2019 - now