Dawn

I am a highly motivated and organised operations professional with strong experience across Openreach, BT and customer-focused service environments. I have a continuous improvement mindset and take pride in understanding complex issues, coordinating activity, supporting colleagues and helping deliver reliable outcomes for customers and the business. My strengths include clear communication, attention to detail, proactive problem solving and the ability to manage competing priorities in deadline-driven environments.

I am confident working independently or as part of a team, and I consistently aim to deliver high-quality work that supports team KPIs, operational efficiency and positive customer experience. I bring a friendly, supportive and empathetic approach, using strong working relationships to collaborate effectively with field teams, communication providers, stakeholders and colleagues at all levels.

Ethernet Allocator - Openreach

(2024-01)

Manage complex order journeys for Ethernet and residential services, helping to ensure work is allocated, progressed and delivered against customer commitments.

• Work closely with field teams and communication providers to improve visibility of order progress and reduce avoidable delays.
• Support timely service delivery by identifying allocation issues early and helping protect the customer experience.
• Recognised for clear communication, proactive problem solving and maintaining high standards under pressure.
• Contributed to smoother order progression by improving communication between operational teams.
• Supported team engagement as an Openreach Care Rep by facilitating feedback, encouraging collaboration and supporting wellbeing conversations.

Mobile Planning Allocation Team - Openreach

(2020-01 - 2024-01)

Allocated work for field-based planners, scheduling activity in line with committed delivery dates.

• Drove operational efficiency while supporting customer deadlines and service commitments.
• Captured fallout and potential risks to help prevent order failure and improve the customer experience.
• Built robust operational plans to support successful delivery and reduce the risk of missed commitments.
• Reacted quickly to unforeseen issues by creating contingency arrangements where customer commitments could be impacted.
• Provided operational feedback and improvement insight to stakeholders.

Network Records - Openreach

(2015-10 - 2020-01)

Worked as a logical recorder, ensuring BT network records were accurately updated and maintained.

• Reviewed new work, wrote processes and set required actions to support timely, quality completion by team members.
• Supported process sign-off, training rollout and team performance improvement.
• Acted as Safety Lead, ensuring quarterly checks were completed and any issues were escalated through the correct channels.

Premium Business Helpdesk - BT

(2014-10 - 2015-10)

• Investigated and resolved customer complaints within tight timescales.
• Escalated issues appropriately to support speedy resolution and positive customer outcomes.
• Provided professional updates to customers and key stakeholders.
• Allocated work to team members based on relevant skills and timescale requirements.

Events Management Team - BT Fleet

(2013-10 - 2014-10)

• Ensured work was completed within agreed timeframes by coordinating activity and monitoring progress.
• Liaised with contractors to improve delivery timescales and maintain effective working relationships.
• Kept up to date with processes and procedures to support service quality and consistency.
• Handled complaints professionally and received recognition from colleagues and customers for managing challenging situations effectively.

Operational Advisor - Orange/EE

(2011-06 - 2013-10)

Took ownership of customer calls within the BT Wholesale and Everything Everywhere partnership.

• Delivered on customer promises by ensuring issues were progressed and resolved effectively.
• Focused on first-time resolution and clear customer communication.
• Took on team leader responsibilities and was recognised by management for initiative and coaching support.
• Successfully led and supported colleagues, helping improve confidence and team performance.
• Covered the manager role for several months, supporting a large team and handling people-related matters confidently and effectively.

Faults Advisor - BT Wholesale

(2010-04 - 2011-06)

• Diagnosed and resolved customer faults within acceptable timescales.
• Took personal ownership of customer issues from investigation through to resolution.
• Maintained accurate and up-to-date records to support effective case management.

Billing Advisor - 150

(2009-07 - 2010-04)

• Delivered excellent customer service within the billing and 150 team.
• Built rapport quickly with customers and provided clear analysis of billing-related issues.
• Explained complex issues in a straightforward way to support customer understanding.
• Worked effectively against challenging targets and deadlines while maintaining constructive and honest communication.

GCSEs - Maths, English, Geography and Science - Nicholas Chamberlain Comprehensive School