Clare Williams

Joined Ethernet Planning in a new role created to oversee Quality measurement throughout Direct Labour and Partner resource. Introducing a Quality programme initially included writing process driven Quality Checks and implementing their use across the unit using the ORQA tool. I have evolved the duty and extended to ownership of Process Governance, Ethernet Planning Policy and all associated reporting, tracking Quality Scores and impact of improvement made, both DL and Partners. I am the Risk Lead for Ethernet Planning.

A newly established Service Assurance role, initially for the Allocation management team. Using my reporting expertise to provide a new weekly Storyboard to the Head of Desk, outlining performance in Key Scorecard Metrics, later extending to cover the Planning metrics. Pivotal was the collation and distribution of feedback, in order to drive operational grip and enable call-outs on areas of risk to the Head of Desk. I regularly represented the West on calls for various initiatives and built good relationships with our West Optimisation team.

Covering Lead to Cash tails, in a small team chasing difficult, lengthy failing tasks with Wayleave or Partner involvement. On introduction of the Ethernet work stream I helped investigate Datalabs queries needed to provide Senior Management with a local daily view, prior to accurate reporting becoming routinely available.

Built experience of all Service Measures and KPI's and their drivers. A period of intense change meant a shift of focus from auto RCA to granular actionable insight and I regularly received recognition for timely, quality insight across many products.

As part of a small analysis team within Workflow & Allocation, I engaged both Field and Control management teams to improve Service Delivery, producing detailed action plans.

Secondment to the Broadband fault team, with primary responsibility being the diagnoses and reporting of faults and their resolution, Participation in a small analysis team, identifying issues and trends of service failure, and the writing of new Broadband procedures.

Initially an online customer service advisor, taking customer calls and one-shot testing to determine the nature of telephony faults. I spent 4 years seconded to a HR team, generating weekly exception reports, the allocation of overtime and a weekly off-line rota for the site.