Josh

Telephony Migration Consultant

London Stock Exchange • ZZP

Mar 2020 - Dec 2022 • 2 yrs 9 mos

• Independent consultant leading the replacement of Cisco and localised bespoke telephony with Microsoft Teams Telephony and Video Conferencing across 130+ locations globally. • Collaborated with stakeholders and customers to gather requirements and translate them into functional specifications. • Developed and implemented a migration strategy for all telecommunications worldwide ensuring no downtime for individual and customer facing lines and IVRs. • Led the migration of Microsoft Teams Telephony and Video Conferencing from one Microsoft Tenant to another after company acquisition. • Worked with local teams and regulators to ensure full compliance with local standards and regulations. • Developed and conducted training sessions for end-users to maximize the adoption of the Teams platform. • Organized drop-in clinics for end users to address any specific questions or concerns they had. • Established Hypercare teams and functions for each migration event to provide support to users in case they encountered any issues.

Senior Strategy & Business Change Manager

DIXONS CARPHONE PLC

Mar 2015 - Jul 2017 • 2 yrs 4 mos

• Senior leader within the Mobile Virtual Network Operator (MVNO), held full accountability for the design and implementation of an end-to-end change strategy that enabled the business to meet all needs. • Headed-up a number of commercial and customer related change programmes with particular focus on understanding the customer experience, and evaluated future growth areas in Telecoms. • Played a pivotal role in the evolution and launch of new MVNO offerings, and offered valuable commercial and business support to drive forward the latest innovations. Key Achievements: • Succeeded in driving the smooth launch of the UK’s fastest growing MVNO including bespoke technology stack, new suppliers and the future-proofing of the service across customer lifecycle. • Championed the a ‘Best in Class’ Self-Service My Account and mobile app that enabled customers to perform certain contact centre requests, thus reducing the cost to serve. • Spearheaded a number of continuous improvements including the outsourcing of testing function that realised a £1m cost saving per annum, introduction of real-time rating, and establishment of auto returns & exchange process. • Introduced the Agile workstream and used this for self-service offerings, realised improvements to the customer experience and reduced the time to market from four months to just two weeks. • Embedded industry standard platforms such as JIRA and Confluence to build a portfolio management platform that drove business behaviours across accountability, CI and business prioritisation.

Senior Networks & Customer Operations Manager

Carphone Warehouse • Fulltime

Apr 2011 - Apr 2015 • 4 yrs

• Primarily responsible for the development/delivery of the entire operational strategy for the MVNO business unit, which would yield a world-class experience for customers and reduce cost to serve. • Directed on and offshored teams including team managers, procurement, supply chain, business analysts, MI Lead and a Project Manager. Accountable for defining and delivery of the operational roadmap. • Ensured correct level of support available to the business and oversaw contact centre teams. Led the development and maintenance of supplier relationships, including accountability for incidents. • Sought to optimise overheads and cost to serve. Challenged policy decisions, negotiated contracts and drove a series of business changes that resulted in operational and cost efficiencies. Key Achievements: • Managed the seamless migration of c. 1.2 million Talkmobile customers from in-house platforms to a new service provider, whilst maintaining an un-interrupted service. • Established a dedicated contact centre support function following a successful proof-of-concept trial, and the subsequent roll out yielded a 12 point increase on the customer satisfaction score. • Spearheaded the dissemination of standard operating procedures across the MVNO business unit to clarify roles, increase uniformity and enhance the level of contribution from all staff. • Maintained highest position in industry Net Promoter Score across postpay and prepay services, and delivered a contact centre migration programme with no impact to NPS. • Designed and launched tariff config GUI that reduced GTM from 30 days to overnight. • Overhauled the welcome journey for new customers and first time contact dropped by 50%, and introduced a near time rating which resulted in a reduction in customer exceeding their spending.