Darren EspositoTel: 07707218120 Email: darren.esposito@openreach.co.uk EIN: 701956958

Personal Profile

Highly motivated individual with strong customer focus skills. Works well individually and also as part of a team. Works well under management direction to achieve specific goals and also in using own initiative to create achievable solutions where problem management or end to end solutions are required. Track record of undertaking projects which have provided significant financial benefit to the company. Strong customer relationship skills both with internal/external customers. Broad knowledge of a wide variety of BT products and processes. A keen walker, walking to explore every place visited on foot to see every aspect of a town or city. Involved in many charitable projects within the city of Dundee, now relocated and looking to start helping out in a new town. A dyslexic who has overcome this disability through research and working with people to gain coping strategies; a hurdle never effecting performance or output in any way, but seen as an advantage for allowing innovative problem solving.

Recent Career HistoryCurrent: Volume Jeopardy Control Team member (Secondment)

Responsible for jeopardy managing the delivery of all products, giving real time support to the field teams. To deliver excellent customer service effectively, right first time and at the lowest cost supporting the Openreach Charge Control Challenges which was achieved by working closely with the various teams in patch ,with engineers, operation managers and senior operation mangers and also:

Managing tasks in Jeopardy to make sure work is complete within service level agreements. Using task force to actively monitor and assess the work stack in real-time to maximise the fields ability to

deliver contractual or customer service commitments and avoid Service Level Guarantee (SLG). Escalate difficulties that cannot be readily overcome or are likely to jeopardise the service delivery

commitments on for the day. Handling calls from the field in a timely and professional manner. Proactively calling engineers for duty of care,

late sign on and estimated come back time. Task force activity recording every thing processed with taskforce activity codes. Continually seeking improvement in the control process, which in turn makes savings in time and money.

September 2014 – February 2015: Right Time Right Task controller (Secondment).

Responsible for checking work stack, homeward bought and work stack giving real time support to the field teams. To deliver excellent customer service effectively, right first time and at the lowest cost supporting the Openreach Charge Control Challenges this is done by working closely with the various teams in patch working closely with engineers, operation managers and senior operation mangers. In this secondment I actively closed 1237 faults which meant no engineer attended also 194 faults where sent to correct group to deal saving Openreach £228,960.00 (1431 x £160 average cost of engineer attending). And in the following areas:

Checking work stack to see if fault has right skill and time to complete in Checking all homeward bought to see if can be done with minimum time allocated Call customers to keep up-to-date on faults Change skills on task force Look at multiple handled faults to see if there is a pattern and resolve with out further missed handling

August 2012 – Current: Service Delivery Team Member.

Worked as part of the North East Scotland team. When first out of training was dealing with customer faults and installations either in the residential or business setting. I then trained on on fttc (fiber to the cabinet) installing fiber optics in to the home or office, once installed demonstrating the product and speeds with the customer. I was also asked when the manager was on leave or in meeting to support the team by taking calls and dealing with on-the-day issues. I have supported a few of the mangers with designing Power Points and hands outs. In August 2014 I was selected to be an adjudicator for the customer cup challenge for which I received high recognition for. I was assigned the task of being a mentor for another colleague who was in the same skill set as me, this meant I supported him and was always at the end of the phone for help and encouragement. Due to the success of this I was asked to co-ordinate a project for advisors from call centres to come out in the field to see the work of service delivery work. This was highly successful and more dates where added this went from 10 days to being nearly 2 months to co-ordinate I also gained high recognition for this both from my manager and advisors who attended. My role also included the need to understand and adhere to :

Safety. To ensure the health and welfare of my self, the public and my team in accordance with BT’s Health & Safety policy.

Security. Authorised to access, use or disclose customer information when necessary to perform their operational duties. Worked within the limitations of data protection, gaining permission from the customer when necessary, thus ensuring the need to safeguard sensitive customer information, so that customers perceive

BT to be a trustworthy organisation. Managed NGA CP escalation work which moved into BAU within the Desk Based Service Management Team, this included volume scoping, training and project delivery.

Competition. The job holder will understand the regulatory, fair trading and competition rules and have an awareness of the BT Code of Practice and The Way We Work relating to their work sufficiently to be able to comply with them, relying on their own knowledge or on their ability to recognize when they will need specialist support.

BT’s Code of conduct People Manager Job Standard We have clear and consistent standards for all BT people. Environmental Policy. Have an awareness of Openreach environmental policy understanding the relevant

aspects of the policy in relation to work

November 2009 – August 2012: Home Mover Team Manager (long term cover).

Managing a team of online and offline advisors. Dealing with a dual role in both Home Movers on line and My Order offline with a project undertaken for uptake of employee broadband and TV services. Whilst in this role I asked to be given lead role in the delivery of the NVQ in customer service and latterly the NVQ 3 in Management. This was an opportunity for me to work with managers and advisors to assist them to work towards the goal of gaining their NVQ’s. I was very passionate about this and as a result, Dundee was the first site that all managers finished and achieved their NVQ. In addition:

To meet all targets both online and offline. Looking at the bottom 20% of the team daily and working with them to achieve targets.

Looking at ways to save time and money on every order with helpful training and collating hints and tips. Daily monitoring of calls to give constructive feedback, looking at four calls per week per advisor; two short

calls and two calls picked at random. When necessary I implemented a coaching plan and worked with the advisor to complete targets

within a two week time frame offering support and two way coaching or cross coaching. I had the pleasure of managing a number of teams with in my time often given an underperforming team with

the task of take them from bottom of league table to the top. It was a challenge I relished and worked with the team giving advisor lead roles, and owner ship for their performance.

Previous Jobs within BT

Field Sales for BT Phone Book August 2009 – November 2009o Selling prime spaces in the BT phone book to business in Scotland

Home Mover Online Advisor September 2005 – August 2009o Dealing with every aspect of moving customer telephone lines, up selling at every opportunity

Credit management online advisor January 2001 – September 2005o Dealing with customers billing issues, setting up of direct debits and dealing with BT placed restrictions

on lines

Previous Jobs before BT

Stockroom manager for Mango October 2000 – January 2001o Dealing with stock levels within a high street store. Managing three staff members. Responsible for two

million pounds worth of clothing. Headed hunted from French Connection Supervisor for French Connection July 2000– October 2000

o Responsible for the store in management teams absence. Was head hunted from Starbucks. Was offered new job in Mango.

Supervisor for Starbucks Coffee July 1998 – July 2000o Managing store when needed. Checking stock levels so that first class customer service is offered. Was

headed hunted whilst employed at USC. Shop floor assistant USC February 1996 – July 1998

o Dealing with customer, recommending new trends and selling USC store cards. Won top seller 20 weeks in a row a record never beaten

Education/Training 7 Standard Grade’s achieved at level’s between 1-3 (1992) 10 SCOTVEC modules (1993) GSVQ level2 in care passed and gained 13 honours of merit (1995) 1 year of BSc(Hons) health and behavioural science due to family commitments I deferred going back. I passed

both semesters and was looking to go back form my second year. (2001) NVQ in customer care level 2 (2010) NVQ level 3 in management (2011) 6 week intense training course to service delivery engineer (2012)