Experience

TalkTalk Wholesale Services

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Technical OnBoarding Manager

  • Jun 2022 - Present



TalkTalk Business

• United Kingdom
• Telecommunications
• 400 - 500 Employee

• Technical OnBoarding Manager

  • Jun 2022 - Jun 2022

  The Technical OnBoarding Manager is key to bringing our flagship fibre product to our partners; setting them up for success & future proofing their business. The Technical OnBoarding Team part of Service Architecture, who’s aim is to shape the service offering by providing SME level support across the business to ensure a consistently excellent experience for our partners from the point of On-Boarding through their in-life journey & their future consumption of new products, API’s & asset migrations. This Team are SMEs, not only to TalkTalk Business as a whole, but specifically to One Customer Desk, we own all non-stand/bespoke On-Boards for our Partners & provide critical technical input to strategic projects across the business – including the inception, design, launch & post-launch support for new flagship products, such as FTTP & G.Fast. Capitalising on experience from the delivery of successful internal process and operational change, the FTTP Technical OnBoarding Manager works to continually improve the Partner Experience (including CSAT), including the On-Boarding process with the TalkTalk Business Continuous Improvement/Change function, Pricing, Tariff Management, Billing, Interconnect team, Reseller Credit Control and key TalkTalk Technology stakeholders to reduce revenue realisation time, improve the Partner experience and provide TalkTalk Business with an attractive USP in the market.

• Senior Jeopardy Escalation Manager

  • May 2016 - Jun 2022

  • As part of the B2B Service Delivery team I played a key role in delivering the highest level of service to TalkTalk Wholesale Services Customers/Partners enhancing their overall delivery experience.• I worked alongside key stakeholders managing high level escalations that cross both Service Delivery, Assurance and LAB teams.• As a Senior Escalation manager I also provided ongoing support and coaching to the other Escalation Managers and LAB function in the development and implementation of new products and systems.• I provided dedicated SME support to major partners providing dedicated ongoing escalation and project management support for their critical or reputationally sensitive orders. This included ad-hoc or dedicated reporting, conference calls, and site visits if required, for internal and external stakeholders.• Worked as an Escalation Manager initially before being promoted to this role of Senior Escalation Manager in October 2017.

• Service Delivery Co-Ordinator

  • Apr 2009 - Nov 2014

  • Providing support to Data Solutions Revenues team by ensuring the on-time delivery of all Data Solution related orders and MPLS solutions. • Responsible for the Customer/Partner relationship management throughout the provisioning delivery cycle providing all relevant updates at key milestones and managing supplier issues and continuing to support new products in Managed Data.• Act as a dedicated point of contact Customers/Partners/Projects• Ensuring Salesforce interactions/tickets from Customer/Partners stayed within SLA's and Management of OBSL/supplier updates via responses to mailbox within SLA's to ensure all updates were recorded in Rainbow System and Communicated to Customer/Partners• Accountable for my own WIP performance with daily reviews ensuring all order updates and statutes were aligned across Remedy, Rainbow and supplier databases.

• Voice & Broadband Complex Corporate Provisioning and Technical WLR moves and Changes advisor.

  • Jun 2002 - Apr 2009

  During my 20 years with TalkTalk I have also had the roles of Voice & Broadband Complex Corporate Provisioning and Technical WLR moves and Changes advisor.