Jenson Raper

Experience

• 

  BT Group

  Aug 2017 - Oct 2022

  Channel Returns Agent

  Whist working within the Channel Returns Team my duties are as follows:• Manage the Find My iPhone process - this is a comms process to all customers who have returned their device with FMiP active which is at a cost to EE. Process steps include the daily upload of data (received from other areas of the business) to a purpose built access database, the creation of multiple weekly reports which are distributed to other areas of the business for customer comms, complete a weekly report showing volumes of work at each process step for accurate FTE allocation, correctly applying charges to customer accounts and assisting frontline team members with complex queries• Manage the SAVE process – this is where frontline team members discuss SAVE options with customers, to prevent a return, and submit an action for a credit/discount when accepted by the customer. Process steps include validating all requests submitted, applying the appropriate credits/discounts and maintain complex reporting to ensure all savings, costs and frontline team member commission is accurate• Resolve account management queries, which have been submitted by frontline team members, for returned devices after full investigation• Carry out data analysis to identify problems with the Returns processes and any impact from other areas of the business• Create high level process maps for existing and new processes listing requirements needed for improvements• Support and maintain multiple Access databases to record all details of calls and other actions. Data is used to provide critical return reporting which is used to identify problems and is provided back to the business to help reduce costs• Provide reporting to support all new projects• Handling Confidential Customer Information• Uploading critical Customer Data• Quality Checking information sent to Customers • Processing returns for all incoming requests from customers• Develop new training approach to support new agents joining the team Show less

• 

  EE

  Oct 2022 - now

  Business Analyst Professional

  As a Business Analyst Professional (BAP) at BT/EE, I bring seven years of robust experience in Channel Returns and business analysis. I specialise in driving change and delivering impactful solutions through strategic collaboration and comprehensive analysis.Key responsibilities include:- Facilitating the definition and elicitation of clear OKRs, and establishing a prioritized feature backlog and capability roadmap.- Identifying essential cross-functional skills and mobilising new squads, while managing stakeholder expectations and resource alignment.- Designing end-to-end customer journeys and capabilities to meet experience principles standards.- Structuring backlogs for customer testing (MVP) and fast market delivery (MMP).- Leading optimal discovery approaches, streamlining the path to design and delivery.- Specifying features and user stories timely to meet the definition of ready.- Escalating design or delivery issues promptly to relevant leads.- Building and maintaining strong relationships with key partners and stakeholders, including Marketing, Customer Care, and CDIO.- Utilizing Jira and Wiki for project documentation and progress tracking.Proficient in agile tools, I ensure transparent progress and effective project management. I monitor team contributions, providing timely feedback and identifying development opportunities. My commitment to outstanding customer service drives my involvement in cross-BD initiatives aimed at enhancing customer experiences.My journey reflects a continuous commitment to excellence, leveraging my problem-solving abilities, stakeholder management skills, and dedication to delivering successful business outcomes. I am passionate about utilizing my expertise to contribute to organizational growth and success. Show less