Business Analyst - CITY ELECTRICAL FACTORS (CEF) - UK
(2023-10)
- Conducted detailed business analysis to identify, analyze, and document business requirements, ensuring alignment with business objectives and stakeholder needs.
- Designed and developed process maps to visualize workflows and identify areas for process improvement, enhancing operational efficiency.
- Facilitated requirement solicitation sessions with stakeholders to gather comprehensive and precise requirements for various projects and initiatives.
- Managed and maintained project documentation, including requirement specifications, use cases, and user stories, ensuring clarity and traceability.
- Utilized JIRA and Confluence tools to track project progress, manage tasks, and collaborate with cross-functional teams, ensuring seamless communication and project delivery.
- Leading on IT Logistics workstream for Warehouse development.
Business Analyst - BRITISH TELECOM / EE - UK
(2022-04 - 2023-09)
- Responsible for defining and delivering business requirement for new products and services.
- Responsible for completing high level detailed process design and define the associated business requirements.
- I worked with various functions across my business such as the TSO, Operations, Product team, Proposition team and project managers to ensure the quality of product requirements and capability build are of high standard.
- Working with agile tool for technology delivery as well as stakeholder management on sprint iterations.
- Required to lead on small to medium sized projects and supporting larger projects
- Led on delivering a new gratuitous bailments product for BT and EE.
- Recognition from senior management on constituting and leading on diversity and inclusion projects for my department
- Implemented a new process for candidate selection which involved having a diverse interview panel.
- Leading on system repaint for BT.
Design and Delivery Professional - BRITISH TELECOM - UK
(2019-12 - 2022-04)
Joined BT Change team supporting and owning changes across sales campaign within consumer. Responsible for the design and delivery of key strategic deliveries across both BT and EE sales campaign.
- Delivered the following projects, George (BT 4G broadband for low copper speed customers), Geo targeting (EE retail Door to Door sales campaign for low FTTP indexing areas), Project Beige (max 4k TV migration). VHI and Movie 24 Channel removal. Lightico Payment Solution project for BT sales.
- Led on the 'Working from home' project to get 1400+ BT sales agents' home during the outbreak of the coronavirus. I created the return-to-work process document and working from home guide for all Sales contact centre.
- Worked to ensure key changes are deployed successfully, these include BritBox on BT, Regional Marketing for BT, Payment card industry DTMF integration for EE mobile Sales and BT Sales Team.
- Recognition from senior management on work done for the working from home project and Lightico payment solution for agents taking payment at home.
- Designed a new process for Door-to-Door agents to be able to achieve a sale and pass leads to the contact centre as well as escalate complaints.
- Led in managing the impact of channel removal (VH1 & Universal) on BT TV, making sure the comms is sent out to the estate and this land well with the advisors.
- Received several commendations on the work done on getting BT sales agents to go work from home. One of the commendations was from Matt Blakely "Thank you and well done on your brilliant work supporting the operation to get their people able to work from home. This was a huge and important piece of work and you have shown an excellent and positive attitude. Your hard-working approach means you delivered amazing results and always maintained an eye on the quality of your work"
Team Leader Sports Save - BRITISH TELECOM - UK
(2019-07 - 2019-11)
- Working as a number 2 to the centre Operations manager, covering for the operations manager when on leave
- Managing a team of sports save agents to ensure channel only customers are retained and won back to BT while achieving the Net Promoters Score target.
- Being the centre lead for performance management and delivering on team's sports save rate.
- Leading on centre engagement and creating the best place to work
- Coaching and supporting agents in delivering an exceptional performance daily.
- Delivered outstanding performance on sport save rate and achieved highest commission in the centre.
- Outstanding cross-sell performance on new line fibre and TV.
- Helped one team member advance to a secondment in the outbound partner campaign and the other on a succession plan as a TSA.
- Lead on volunteering for the site for 8 years and handed this over to the concierge rep for Newcastle.
- Exceptional recognition from team members for creating a culture of relentless drive for excellence.
Team Leader Sales and Retention (Pilot Apprentice Agents) - BRITISH TELECOM - UK
(2018-03 - 2019-06)
- Working with the recruitment manager to hire top sales and retention apprentice staff.
- Managing a team of apprentice to ensure customer satisfaction goals were consistently met via Net Promoters Score.
- Acting as a liaison with external partners to ensure NVQ course work are completed efficiently and in a timely manner.
- Translating the organization's strategic initiatives into goals and plans and communicating them to the teams.
- Mentoring, motivating and coaching my team to create value and achieve sales and keep targets.
- Excelled within the value retention skill-group, ensuring the 100% accurate and on-time completion of all customer detractor feedback.
- Imparted sense of ownership and quality in advisors to raise quality and customer satisfaction.
- Successfully improved the quality of customer service achieving top NPS score for my centre in Q3.
- Graduated 5 apprentice agents with 3 achieving a distinction before moving to a new role.
BT Sales & Retention Manager - BRITISH TELECOM - UK
(2013-04 - 2018-03)
- Building productive customer-focused teams enthusiastically committed to achieving outstanding customer service standards.
- Effectively identifying and addressing process improvement opportunities; maximize efficiencies while ensuring compliance with internal processes and controls.
- Analysed clients' accounts to ensure clients were on the most suitable plan based on their usage style.
- Retained existing customers while supporting agents to upsell BT product portfolio to these customers.
- Improved my team customer retention by 12% in 2014, by focusing on improving agent's knowledge of competitor market.
- Consistently praised by senior management for maintaining good performance, efficiency and professionalism.
- Top compliance performing team in Newcastle.
- Part of the team that achieved 8 successful year of revenue growth for BT consumer
- Expanded the relationships with existing customers by continuously proposing solutions that meet their known and unknown needs.
BT Fibre to the Home (FTTH) & (Ring fenced Team Camp 2) Sales Manager - BRITISH TELECOM - UK
(2010-03 - 2013-03)
- Took responsibility for transforming the service-oriented agents to a high calibre fibre sales team.
- Communicated a clear, strategic sales vision, effectively trained, and coached the agents into a strong sales team.
- As the only Sales FTTH team in the country, I regularly reviewed the sales targets and communicated improvements to bonus design team.
- Managed Ring Fenced (Camp 2) Sales Team tasked with achieving sales form mailer drops in different part of the country.
- Designed and implemented strategies to cross-sell and up-sell services to the existing customer base.
- Drove performance across the team; achieved high sales numbers which put the team on quintile 1 skill group March 2013.
- Investigated and resolved customer issues; achieved 0.3% complaint rate within a year.
- Acted as the key contact within all the relevant divisions; gained trust of all the stakeholders.
- Developed trust with a portfolio of major clients (New build development companies) to ensure they do not turn to our competitors.
BT Sales Manager (Gateshead, Sheffield and Nottingham BT Stores) - BRITISH TELECOM - UK
(2008-12 - 2010-02)
- Supervised a team of 13 advisors based at 3 stores while managing daily operations of each sales outlet.
- Coached individual team performance, utilising behavioural based coaching and role play techniques.
- Developed new ideas for increasing sales by executing grass-root events to assist in drumming up business.
- Surpassed required monthly sales goal and generated 105% in sales with consistent increased monthly totals.
- Recognised for the ability to quickly establish rapport with customers, up-sell products by providing extensive product information and creative alternatives for product usage.
- Top performer in special events sales/registration; high overall revenue contribution.
BT Sales Advisor - BRITISH TELECOM - UK
(2006-09 - 2008-11)
- Maintained through knowledge of product and service offerings to accurately answer all the questions and effectively recommend correct offerings.
- Explained features of new phones to customers and demonstrated functions.
- Achieved the target of one new phone/broadband sale per hour. Hit personal and company sales goals.
- Upon graduation from the University, I was offered a permanent contract based on my high performance.
- Built client relationships via proactive service and focused attention.
- Promoted from Sales Advisor to a Sales Manager.
