Carl Jennings
Lincoln
Summary
Operational Readiness Specialist with strong experience delivering operational support for projects, new products, and new services within Vodafone UK. Proven at preparing customer fulfilment and support operations for launches, migrations, and service changes, ensuring processes, tooling, and teams are ready ahead of go-live. Experienced in working cross-functionally across Product, Network, IT, and Customer Operations to translate technical delivery into effective operational execution and a stable customer experience.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work history
Operation Support Specialist
Vodafone UK
2024.08 - Current
- Support operational readiness activities for projects, new products, and new services impacting customer fulfilment and support operations.
- Contribute to the onboarding of new service capabilities and changes, ensuring operational processes, access, tooling, and escalation paths are in place ahead of launch.
- Act as a key operational interface between technical delivery teams and customer operations, translating technical changes into clear operational requirements.
- Identify and raise operational risks, gaps, and dependencies that could impact fulfilment or customer experience during go-live or early life.
- Work cross-functionally with Product, Network, IT, Care, and third-party partners to support successful delivery and operational stability.
- Support early-life service and change activity, feeding back operational insight to improve future readiness and fulfilment processes.
- Build and share operational knowledge and guidance, supporting frontline teams and onboarding new starters.
- Maintain strong technical understanding across broadband services, Wi-Fi products, and associated systems, applying this knowledge to operational delivery rather than reactive fault handling.
2nd Line Support Engineer
Vodafone UK
2022.08 - 2024.08
- Achieved rapid resolution of customer faults through effective case management.
- Delivered support for FTTC and FTTP networks, increasing customer satisfaction.
- Trained new starters, fostering knowledge sharing and improving team performance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
2nd Line Support
Vodafone UK
2019.04 - 2022.08
- Joined Vodafone as a direct applicant into the 2nd Line Technical Team, managing a wide range of broadband faults with strong customer service and technical troubleshooting skills.
- Case‑managed issues from minor faults through to large‑scale area outages, ensuring timely resolution and clear communication with customers.
- Liaised effectively with third‑party providers including Openreach and CityFibre, coordinating fault progression within agreed timescales for both consumer and SME broadband services.
- Developed extensive knowledge of FTTC and FTTP networks, associated faults, diagnostic processes, and escalation pathways to relevant engineering teams.
- Selected to join a specialist project team responsible for delivering the Openreach FTTP service rollout.
Sales Supervisor
CeX, Call Collect LTD
2016.01 - 2019.04
- Joined CEX as a temporary Sales Assistant before being taken on full‑time due to strong performance and reliability.
- Developed excellent communication and customer service skills while supporting day‑to‑day store operations, merchandising, and stock management.
- Progressed to Sales Supervisor, leading the team and overseeing store performance to achieve weekly sales and buy‑in targets, including year‑on‑year like‑for‑like improvements.
- Managed staff on shift, delegated tasks effectively, and maintained high operational standards across the store.
- Completed a Manager Placement at a franchise store, leading and developing a brand‑new team from the ground up.
- Trained new starters in merchandising, store setup, and operational efficiency to ensure a smooth and productive launch.
- Declined a permanent Store Manager role to pursue a technical career path at Vodafone.
Golf Associate
Belton Woods
2014.12 - 2016.01
- Performed a wide range of duties across the golf facilities, including golf range pick‑up and assisting customers in a performance golf retail environment.
- Supported sales within the golf shop, providing product guidance and maintaining high merchandising standards.
- Guided VIP and high‑priority guests around the resort’s facilities and amenities, ensuring a premium customer experience.
- Responsible for end‑of‑day procedures, including securely locking up the golf range and managing the fleet of golf buggies.
- Managed refreshments at both the on‑course stall and mobile unit, handling customer interactions, sales, and stock replenishment.
- Oversaw cash handling duties, including taking payments and cashing up tills accurately at the end of each shift.
Education
Priory Academy & Grantham College
2008.01 - 2017.01
Skills
- Goal-Oriented approach
- Project lifecycle expertise
- Agile methodology
- People Management
- Process improvement strategies
- Resilience under pressure
- Time efficiency
- Operational risk understanding
References
- Chris, William, Public Services Tutor, 01476400200, Grantham College, Stonebridge Road, Grantham, NG31 9AP
- Rod, Tyler, Badminton Coach, 07725413551
- Ben, Skeet, Golf Operations Manager Belton Woods, 07510 850305, Belton Woods, North Grantham, Lincolnshire, NG32 2LN
Interests
Grantham Badminton Club Vice Chairman, Keen mountain biker and car enthusiast
Qualifications
- Product Design (B)
- Science (B)
- Physical Education (B)
- Mathematics (C)
- Additional Science (C)
- English Language (C)
- English Literature (D)
- Ethics (D)
- BTEC’s
- Information Communication Technology (Merit)
- Sciences (Merit)
- Level 3 Sport (Double Distinction/Merit) (June 2015)
- Public Services Level 3 (Triple Pass)
Timeline
Operation Support Specialist
Vodafone UK
2024.08 - Current
2nd Line Support Engineer
Vodafone UK
2022.08 - 2024.08
2nd Line Support
Vodafone UK
2019.04 - 2022.08
Sales Supervisor
CeX, Call Collect LTD
2016.01 - 2019.04
Golf Associate
Belton Woods
2014.12 - 2016.01
Priory Academy & Grantham College
2008.01 - 2017.01