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Interim manager

Work Experience

An experienced customer-focused business manager with a proven track record of success within B2B, IT, telecoms & commercial market sectors.

Strong leadership, strategic planning & project management experience.

Results orientated & profit-focused,

Strong experience in Business and commercial relationship management.

Experience of client solutions, customer services, commercial and service contract management.

Excellent negotiation, people and organisational skills


CAREER and Achievements to date:

Interim Management Consultant Ptwo Networks July 02 to date

Ptwo Networks is first class Added Value IT Reseller, Ptwo work with small to medium sized companies to design, plan and implement IT strategy’s, infrastructure and support

Achievements

 Planned and project managed the IT change programme for a valued client. This consisted of the consolidation of five regional offices into one. The programme was delivered on time and within budget thereby resulting in an overall cost saving of 20% by the client in their overheads and the total cost of ownership of IT equipment and an enhanced customer relationship for Ptwo.

Director of Customer Operations Omne Communications May 2001 May 2002

Omne was a Broadband telecommunications company funded by a syndicate of venture capitalists. They Operated in Southern Scotland Lancaster and Carlisle. Omne delivered digital cable television, telephony and high speed internet services, to a customer base of residential and small to medium business customers.


Achievements

 Developed and project managed all aspects of customer operations, Customer Service, Provisioning, billing & support delivered a fully functional Customer care environment within six months. This resulted in Omne commencing business well within the business plan and the investor expectations. Enabling Omne to work within agreed operating costs and the overall financial plan.
 Led & managed a multi-functional team of fifty support staff, including sales order entry, customer provisioning, Credit management billing and payment processing. Maintained a focus on service delivery and customer excellence resulting improved internal relationships and excellent customer service. Thereby enhancing the reputation of Omne in the communities being severed.
 Developed business plans, strategies & operational plans for the IT section. project managed the build and fit out of three technical centres. This was a major advantage to Omne as all centres operated together and could stand alone. This provided stability and an inbuilt continuity plan.
 Developed and managed a budget in excess of £80m for provision of goods and services resulting in cost savings of 30% on the overall business plan for the same period.
 Developed and delivered management reporting on Commercial contracts SLA’s and critical success factors for internal use and with our third party suppliers. This greatly enhanced the relationships with our suppliers leading to a partnership relationship...


Director of Billing Operations ntl October 1996 to May 2001

ntl is a major player in the UK communications industry delivering television, internet and telephony services to over five Million customers. ntl is the result of the amalgamation of several regional franchised cable companies into one.

Achievements.

 Developed and project managed the end-to-end customer billing processes. Set up the billing directorate from concept through to over 800 multidiscipline support staff. Implemented processes and procedure’s to deliver world class customer service. This resulted in ntl billing 5 million customers a month with multiple payment methods. A major advantage was exceeding the direct debit target set by the board by 30% increasing the monthly cash flow significantly.
 Led the customer contact team for all debt collection activities. Reduced the bad debt figures by 17% month on month resulting in millions of pounds being returned to the P&L
 Managed and developed the commercial team for contract & service Management Delivered cost saving service agreements with all major suppliers resulting in savings of 22% of the overall operating budget...
 Controlled annual budgets of in excess of £70m+ per annum delivering consistent annual savings of over 20% through pro-active debt management and cost effective service delivery.

EARLY CAREER INCLUDES:

Director of Information Technology Colt Telecommunication Sep 1994 to Aug 1996:

Account Manager & Manager of Unix Services Mercury Communications
Jan 1991 to Sep 1994:

Account Development Manager – ICL UK Ltd

Group Computer Operations Manager – Christies Fine Art Auctioneers

Key Skills

 Excellent leader.
 Significant strategic and operational general management experience
 Excellent business management.
 Management of complex and specialist services in terms of the type of business, range of services and contracts.


PROFESSIONAL TRAINING & COURSES:
 Various in-house & external training programmes.
 Effective communication & presentation skills.
 Effective negotiation and service level Management
 Team leadership & motivation techniques.
 MS Windows, Word, Excel, Outlook & Explorer skills.

PERSONAL DETAILS:
 Elected Chair of the “Other Licensed Operators” group (OLO) in 1995.
 Hold a keen interest in Film and TV especially in the use of subtle comedy in what are considered serious genre.
 Age 46, British, Single.
 Enjoy excellent health & fitness.
 Excellent references available upon request.

Education

Educated to degree level

Skills

Project Management
Debt Management, billing
customer care
Payment processing
Change and risk management

Languages

English

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