Caroline Keenan

• Deliver high-volume change activity and new telecoms, data, UCaaS, mobile, and IT solutions for corporate and Public Sector clients.
• Lead end-to-end delivery with strong governance, risk control, scope definition, planning, and milestone management.
• Produce and maintain core project documentation, including RAID logs, delivery trackers, and change records.
• Provide clear, proactive communication and expectation-setting to customers and stakeholders at all levels.
• Coordinate internal teams and third-party suppliers, managing priorities, escalations, dependencies, and costs.
• Protect live services through risk mitigation, rollback planning, and controlled implementation of changes.
• Oversee revenue forecasting, billing triggers, and commercial alignment, supported by accurate KPI and SLA reporting.
• Drive smooth project closure, including customer handover, supplier transition, lessons learned, and continuous improvement.

Achievements

HMRC Project

• Delivered seamless end-to-end implementation on one of Gamma’s largest deals, exceeding operational targets and maintaining uninterrupted service continuity.
• Recognised by the Partner and Senior BDM for exemplary communication during high-profile number transitions exceeding 40 million uplift per month.
• Generated £150k+ additional monthly margin through effective delivery execution and resource optimisation.

National Crime Agency Project

• Managed highly sensitive information with full discretion, ensuring robust risk mitigation, professional governance, and compliance with strict security protocols.
• Maintained clear, professional communication throughout delivery while handling confidential data and bespoke planning for secure address and number transitions.
• Implemented strong controls and documentation practices, receiving recognition for accuracy, professionalism, and governance discipline.
• Captured and documented lessons learned to strengthen future handling of sensitive data and enhance project governance frameworks.

• Planned, governed, and executed internal and Channel partner projects, owning end-to-end delivery of assigned work packages with full accountability for quality, financial control, and resource management.
• Acted as a self-starter, driving momentum, resolving challenges, and maintaining delivery discipline across multiple concurrent initiatives.
• Supported complex programmes through scoping, discovery, and shaping Statements of Work, applying structured project methodologies and leading planning, RAID management, stakeholder engagement, and senior-level reporting.
• Built strong relationships with internal teams, suppliers, and partners to ensure alignment, high-quality execution, and consistent delivery performance.
• Maintained commercial focus through cost control, partner invoicing, and benefit tracking, while championing continuous improvement, lessons learned, and enhancements to the project management framework.

Achievements

Jewson Project

• Led a two-year deployment of 20k+ numbers and 4,000 orders, ensuring smooth transition at every stage across a large multi-site project.
• Recognised by both partner and end-user for detailed planning, meticulous execution, and seamless rollout across all locations.
• Maintained comprehensive documentation and reporting throughout a high-volume, multi-year program, ensuring full transparency and governance compliance.
• Successfully managed long-term project financials and resource allocation, aligning delivery outcomes with commercial objectives.

Countrywide Project – Gamma QSG Award

• Awarded the Gamma QSG Award for delivering the 12-month program ahead of schedule, recognised for exceptional governance, proactive support, and consistently high customer service standards.
• Commended for outstanding customer engagement throughout the full delivery lifecycle, including a flawless handover and strong post-implementation support.

• Served as the primary contact for end users and channel partners, delivering accurate number porting and safeguarding service continuity across all telecom services.
• Managed customer enquiries with a focus on first-time resolution, regulatory compliance, and maintaining a consistently high standard of service.
• Coordinated effectively with internal teams and third-party providers to ensure smooth handovers and a seamless customer experience.
• Maintained precise records across CRM and IT systems, ensuring full process compliance and clear, professional communication.
• Demonstrated strong administrative capability, attention to detail, and a proactive, customer-focused approach within a fast-paced telecoms environment.
• Achievements
• Gumtree Project – Gamma Customer Ops Award
• Oversaw the transition of the one of Gamma’s largest partners, delivering 1,000+ orders and ensuring seamless porting and technical transitions.
• Awarded the Gamma Customer Ops Award for exceptional customer engagement, workload management, and delivery performance during a complex, high-volume transition.
• Recognised internally and externally for delivering strategic outcomes while maintaining strong customer relationships and high service standards.
• Managed complex UCaaS requirements and partner transitions with precision, ensuring all technical, operational, and commercial targets were achieved.