Summary
Overview
Work history
Education
Skills
Timeline
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Alun Rees

East Kilbride,UK

Summary

Highly skilled professional with expertise in communication, office tools, and operating databases. Proficient in data analysis, problem identification, and solution creation. Demonstrates strong decision-making and analytical skills to deliver cost-effective solutions. Adaptable and flexible with a proven ability to prioritise workload and adhere to deadlines. Known for attention to detail, teamwork ethic, and effective collaboration within teams.

Overview

9
9
years of professional experience

Work history

Regional Planning & Allocation Team Leader

Openreach
Glasgow
11.2023 - 02.2025
  • Build, manage and maintain trustworthy team member and stakeholder relationships (internal and external) up to Director level to deliver successful service and goals by influencing, advising and presenting findings and reports of operational performance and functions
  • Promote, protect and develop business and team objectives, identify and diagnose risk with effective and tactical solutions of progress and improvement
  • Lead and manage over 20+ Openreach Service Delivery team members in both Planning and Allocation ranging between a minimum of 3 years of service up to 46
  • Listening, inspiring and motivating for development of team members at grade levels of C3/D3/D2 to achieve short- or long-term goals
  • Set and drive business objectives and strategies to a great standard to achieve corporate goals
  • Plan and manage resources and schedules, advertising working incentives within budget boundaries
  • Liaise and collaborate with stakeholders and other work streams for business alignment and corroborate strategies and activities
  • Identify, challenge and mitigate any risk to strategies and performance, demonstrating leadership, accountability and making effective decisions
  • Communicate complex problems / solutions in an articulate manner, using data to support and influence senior management thinking
  • Maintain and keep up to date with any business/corporate changes to further adapt within the workstreams and stakeholders
  • Demonstrate a clear set of leadership behaviours, creating and allowing an energetic and thriving culture following core corporate values
  • Being responsible and accountable for operational delivery, successfully, with brilliant quality
  • Celebrate and recognise individual and team efforts through 1-1 conduction and team huddles
  • Maintain a clean and up to date record of all admin duties including counselling employees on performance, following HR policy, processes and procedures, escalate breaches and carry out regular health, wellbeing and safety checks
  • Create, train and deliver coaching and briefings of business updates and processes to both team members and stakeholders to achieve improvements

PIA Validation Jeopardy Team Member

Openreach
Glasgow, UK
11.2020 - 11.2024
  • Managed and maintained a growing workload of Network Adjustment orders from Communication Providers.
  • Ensured any surveys required were correctly completed within the given SLA.
  • Daily communication with stakeholders, maintaining updates on the work load including requesting updates for jobs that may be close to failing the SLA.
  • Made effective decisions using my own judgement on the solutions required to allow CP's to install their equipment and processing the cost required through NGWFMT systems.
  • Worked within the scope of Openreach and Ofcom's regulations and strict SLAs.
  • Experience in handling sensitive information/evidence
  • Call handling and communicating with CPs and Patch Leads/Engineers with any PIA questions and queries

Voice Services Team Member

British Telecom
Glasgow, UK
09.2015 - 11.2020


  • Experience in handling difficult calls from vulnerable and distressed customers
  • Strict adherence to individual KPI's' and quality and compliance targets
  • 999 Lead Centre Chargeship, Responsible for supervising the Glasgow site and leading all 999 centres in the UK
  • Supervisory position within centre, providing support to colleagues on live calls
  • Responsible for Interpreting reports and stats to support Real Time in managing service emergency authority performance
  • Required to negotiate and problem solve when working with emergency authorities to protect 999 service levels and to devise and execute contingency plans in pressured situations
  • Expected to proactively identify and react to call handling issues often caused by high demand, major incidents or call handling capability
  • Experienced in identifying and reacting to IRAMS faults to protect emergency authority lines
  • Responsible for providing thorough, accurate accounts of all action taken or any issues relating to 999 performance or emergency lines for governing bodies
  • Single point of contact for emergency authority queries and information requests.
  • Responsible for handling and resolving escalations and complaints – internal/external


Education

Skills


  • Good Communication skills
  • Office tools
  • Operating databases
  • Data analysis
  • Problem identification
  • Solution creation
  • Decision making
  • Analytical skills
  • Cost-effective solutions
  • Flexibility
  • Adaptation
  • Workload prioritization
  • Deadline adherence
  • Teamwork
  • Attention to detail
  • Teamwork ethic

Timeline

Regional Planning & Allocation Team Leader

Openreach
11.2023 - 02.2025

PIA Validation Jeopardy Team Member

Openreach
11.2020 - 11.2024

Voice Services Team Member

British Telecom
09.2015 - 11.2020

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Alun Rees