Adam Hyman

Delivering high level performance updates to Senior Managers, Operations Managers and Team Leaders Creating and delivering cutting edge initiatives, coaching and tools to front line guides to encourage growth of FTTP acquisition and converged cross sell Analyzing complex sales data and simplifying it to find opportunities within Customer Care

Value Add Manager - EE Limited - Plymouth

(2021-10 - 2022-12)

• Delivering high level performance updates to Senior Managers, Operations Managers and Team Leaders
• Creating and delivering cutting edge initiatives, coaching and tools to front line guides to encourage growth of FTTP acquisition and converged cross sell
• Analyzing complex sales data and simplifying it to find opportunities within Customer Care
• Support in adapting and implementing bonus models to suit the L.O.B and achieve against business targets
• Delivering daily huddles to motivate Team Leaders
• Influencing the front line to deliver Winning the Household, Securing the Line and Household 100 business targets
• Adapting methods to fit within the 2 Brands and 3 areas I manage (Billing, Tech and Connections in EE and BT)
• Training and Delivery for new starters and rolls outs of new systems
• Utilizing excel to create reports for all levels of the business
• Working collaboratively with multiple sites and wider Value Add Team to share best practice

Value Add Manager - EE Limited - Plymouth

(2023-09)

• Delivering high level performance updates to Senior Managers, Operations Managers and Team Leaders
• Creating and delivering cutting edge initiatives, coaching and tools to front line guides to encourage growth of FTTP acquisition and converged cross sell
• Analyzing complex sales data and simplifying it to find opportunities within Customer Care
• Support in adapting and implementing bonus models to suit the L.O.B and achieve against business targets
• Delivering daily huddles to motivate Team Leaders
• Influencing the front line to deliver Winning the Household, Securing the Line and Household 100 business targets
• Adapting methods to fit within the 2 Brands and 3 areas I manage (Billing, Tech and Connections in EE and BT)
• Training and Delivery for new starters and rolls outs of new systems
• Utilizing excel to create reports for all levels of the business
• Working collaboratively with multiple sites and wider Value Add Team to share best practice

Team Leader - EE Limited - Plymouth

(2023-01 - 2023-09)

• Managing teams of up to 16 people with a variety of responsibilities; managing business KPIs, managing sickness & absence, training, and development of others
• Tactical planning and data analysis; Ofcom Complaints
• Stakeholder management in all roles; building and maintaining relationships, delivering, and influencing change
• Build and maintain a high performing team which consistently delivers a 'Wow' customer experience in terms of care, knowledge, and contact resolution
• Spends time engaging directly with customers to ensure resolution of escalation calls and appropriately resolve customer complaints
• Tailoring personal leadership to each individual
• Responsible for recruiting and inducting new starters and identify and lead top talent in my team
• Responsible for my team's performance which include, establishing goals, performance expectations, objectives and performance indicators to either meet or exceed targets
• Responsible for sickness meeting, Disciplinary from informal to dismissals working with HR to ascertain the risk
• Continually and consistently implement our policies and process on Regulatory compliance including, DSE's, wellbeing's, health and safety and support we offer
• Delivering and drive action plans to support individuals perform at their best
• Driving EE behaviors and leading by example so my team embrace these

Performance expert - EE Limited - Plymouth

(2021-10)

My key roles and responsibilities include.

• Delivering high level performance updates to Senior Managers, Operations Managers and Team Leaders
• Creating and delivering cutting edge initiatives, coaching and tools to front line advisors to encourage growth of FTTP acquisition
• Analyzing complex sales data and simplifying it to find opportunities within Customer Care
• Delivering daily huddles to motivate Team Leaders
• Influencing the front line to deliver Winning the Household, Securing the Line and household 100 business targets
• Adapting methods to fit within the 3 areas I manage (Billing, Tech, Early Life)
• Training and Delivery for new starters and rolls outs of new systems
• Working with multiple sites and wider Value Add Team to share best practice

Lead Advisor - EE Limited - Plymouth

(2020-02 - 2021-09)

As a Lead advisor I had the responsibility of supporting my Team Leader in the day-to-day operation of our team and setting an example in best practice and delivery. I have interviewed and recruited a new team, assisted in the design and delivery of a full 4-week training program and took them out on to the floor where they are now performing at high levels in all KPI's. I have also had opportunities to trial and roll out new systems that frontline advisors will use every day, delivered training in new products to my team, been a part of focus groups that have helped shape and implement how we use systems and supported new starter teams by floor walking and guiding them to use their full potential.

I was also a crucial part of the roll out of Home Broadband Self-Fulfil, taking it from a trial to supporting adoption across site.

• Attending performance huddles
• Delivering daily briefings
• Tracking and managing underperformance
• Producing outlier reports
• Covering Team Leaders in their absence
• Supporting and signposting individuals to reduce long term sickness and attrition
• Call listening and monitoring
• Taking escalations and managing complaints on my team

Community Youth Support Worker - The Leaving Care Company (Keys Group) - Various Locations

(2017-08 - 2019-02)

My role within the company is to support young people transitioning from care into independent living providing support with life skills including opening bank accounts, cooking, cleaning and tenancy support. This role is based all around the south-west and involves 24 hour living in support for several high risk and vulnerable clients.

Project Development Leader/Youth Worker - Plymouth Youth Enquiry Service (The Zone) - Plymouth

(2016-01 - 2016-06)

As a continuation on from my placements within Plymouth City Council, I had identified a need for intervention with a group of young people in Southway around risk-taking behavior involving arson and trespassing. I created a project proposal for a 20-week program which involved group activities in nature which helped the youth build transferable skills. I called this project the R.A.A.T (Reducing Arson And Trespassing) Project, this was funded by Plymouth City Council, Fire Service, Devon and Cornwall Police, local Labour Councilors and local ward MP (Johnny Mercer).

Staff and I from The Zone facilitated the project with a group of 10 young people in a beautiful Dartmoor setting, the young people learnt how to track animals, create fires and use them for appropriate reasons such as cooking and surviving in the wild. When this project came to an end refunding was not found so I decided to depart from The Zone.

Community Youth Worker - Plymouth City Council - Plymouth

(2014-01 - 2016-01)

Within this role, I worked at Southway Youth Centre as a generic youth worker. As a Youth Worker, we provided sessions for the young people of the surrounding area. We had open access sessions for young people aged 13 - 18.

Within these sessions, the young people had a chance to hang out in a safe environment and access impartial advice from myself and colleagues on many issues including pregnancy, mental health and safe sex. We also had targeted sessions in which I predominantly worked with the young women's project which gave young women a forum to explore issues they faced in day-to-day life. The forum allowed the young women to challenge themselves and "beat the boys" by doing physical activities such as Kayaking, Cycling and survival weekend.

They also challenged social stereotypes with thought-provoking art and photography.

Participation Worker - Plymouth City Council - Plymouth

(2014-01 - 2016-01)

The Participation Team specialized in social change for youth work, in my year of placement with the team I helped lead two projects. The first project was The Youth Parliament, which was a forum for the young people to explore their political interests and had a chance to run for the local MYP leadership which gave them a chance to be part of a nationwide youth parliament. The second project was The Young Inspectors which was a team of young people tasked to inspect local services for young people through some secret shopping exercises and consultations with service managers.

The Young

Inspectors concentrated mostly on Plymouth City Council's children's social service team, which made seismic changes to the service.

Youth Offending Team - ETE worker - Plymouth City Council - Plymouth

(2014-01 - 2016-01)

My role within the youth offending team was an ETE worker, my duties were to support young offenders into education, training, or employment. This involved not only finding appropriate provisions but also supporting the young person in their residential setting and providing family support as and when needed.

Sexual Exploitation Team Worker - Plymouth City Council - Plymouth

(2014-01 - 2016-01)

The REACH (Reducing Exploitation & Absence from Care & Home) team was a partnership project with Barnardo's and the police, we supported young people after they returned home after a missing episode. As youth workers we used our skills to piece together behaviors that young people had in these missing episodes through informal chat and activities, we learnt more about the young people and where they were going. This helped to map out potential CSE gangs and networks.

NVQ Level 2 - Youth Work - Plymouth Training and Consultancy (2014-01 - 2016-01)

Level 3 Diploma - Youth Work - Plymouth Training and Consultancy (2014-01 - 2016-01)

BTEC Level 2 - Live Events Productions - City College Plymouth (2011-09 - 2013-07)

BTEC Level 3 Diploma - Live Events Productions - City College Plymouth (2011-09 - 2013-07)

Princes Trust Group and Personal Development Program - City College Plymouth (2011-01 - 2011-05)

14-19 Diploma - BTEC 1 - Catering - City College Plymouth (2008-09 - 2010-06)

14-19 Diploma - BTEC 1 - Hospitality - City College Plymouth (2008-09 - 2010-06)

GCSE - Religious Studies (Short Course) - Ridgeway School (2005-09 - 2010-06)

GCSE - Religious Studies (Full Course) - Ridgeway School (2005-09 - 2010-06)

GCSE - English Language - Ridgeway School (2005-09 - 2010-06)

GCSE - Mathematics - Ridgeway School (2005-09 - 2010-06)

GCSE - Statistics - Ridgeway School (2005-09 - 2010-06)

GCSE - Geography - Ridgeway School (2005-09 - 2010-06)

GCSE - Catering - Ridgeway School (2005-09 - 2010-06)