Jul 2016 – Feb 2019 · 2 yrs 7 mos

• An experienced and agile leader providing the glue for teams to work together across value streams impacting the whole Supply Chain estate. Certified lean professional services with 20 + years’ experience in the use and deployment of the Lean Six Sigma tool-kit, strategy planning, performance management and operational leadership. I recognise and mobilise change management techniques to engage with and empower. Setting the operational excellence roadmap strategy using a bespoke proven method to upskill the entire Supply Chain workforce to drive and exceed operational performance. I drive an improvement culture that enhances the customer experience and forms part of SC’s USP
• Goals achieved: Through creating a culture of bottom-up continuous improvement, with three main aims:
• 1) Help our operational units to understand what is critical to our customers and aligning that to our business strategy
• 2) Providing the lean six sigma skills across the estate to empower & engage everyone to make good changes.
• 3) Create a self-regenerating organisation that delivers to its financial and CSR commitments
• Results achieved – contact me for more information

Oct 2013 – Feb 2019 · 5 yrs 4 mos · Uk

• Embedding a consistent Continuous Improvement culture based on Lean/Sigma principles across all of BT by coaching managers and their teams
• A Better Customer Experience - Driving a better understanding of what the customer want through Voice of the Customer dialogue. To focus improvements in customer experience.
• Customer Satisfaction ↑ … Complaints ↓
• Transfering skills to the operational teams as an enabler to help meet the financial targets of our business.
• Profitability Enabler:…Cost ↓… Revenue ↑
• Ops Efficiency ↑… Do more with less/same
• I have worked within the following BT Line of Business Areas:
• BT Business Repair/ BT Global Services/ BT Consumer Provision/ Openreach/ BT Supply Chain

Nov 2009 – Aug 2010 · 9 mos

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Jun 2009 – Nov 2010 · 1 yr 5 mos

• Responsible for the delivery of broadband and telephony fault resolution to IT systems and networks to BT Business customers. Creating a collaborative working group to deliver end to end service continuity. Delivering service improvement actions through aligned local resources to support improved adherence to maximise business customer contact strategy, executed operational rigour through management of in house KPI’s,

Oct 2007 – May 2012 · 4 yrs 7 mos

• Leading Business Improvement & transformational workstreams for UK & International L2C Voice products UK for BT Innovate & Design to revolutionising the way we do business with our supllies and our customers to make it easier for them to do business with us.