David Smith
Liverpool
Summary
Accomplished professional with a strong background in strategic leadership and team development. Demonstrates expertise in stakeholder relationship management, KPI and performance management, and customer-focused service delivery. Adept at communication, process improvement, project delivery, and cross-functional collaboration. Committed to driving organisational success through effective leadership and innovative solutions.
Overview
39
39
years of professional experience
Work history
Customer Service Project Professional
Openreach
01.2022 - 06.2025
- Responsible for delivering improvement programs by managing stakeholder relationships, coaching offshore partners and optimising processes for effective change
- Built and maintained strong relationships with key internal and external stakeholders, driving ongoing collaboration and improvement initiatives
- Successfully coached offshore partners to deliver critical improvement programs, achieving measurable service delivery enhancements
- Delivered seamless change management by ensuring processes and procedures were continuously updated and aligned with organisational priorities
- Improved operational efficiency by sharing best practices and fostering a culture of knowledge exchange across teams and stakeholders
- Demonstrated excellent communication skills, influencing and managing relationships with stakeholders at all levels of the business
- Championed collaborative approaches to problem-solving, delivering sustainable improvements in customer satisfaction and business outcomes
- Streamlined processes to effectively land change initiatives, minimising disruptions and ensuring timely implementation of new procedures
- Exceeded performance targets by driving innovation and aligning improvement programs with both customer and business priorities
Executive Level Complaints Team
Openreach
01.2014 - 01.2022
- Directed high-level case management, stakeholder engagement and communications with partners, delivering results aligned with organisational targets and priorities
- Successfully managed high-profile complaints, including those involving MP’s, VIPs and cross-business stakeholders, ensuring timely and effective resolutions
- Fostered strong relationships with external communications providers such as Sky, TalkTalk, PlusNet and BT Retail to streamline issue resolution
- Delivered measurable improvements in service performance by leveraging comprehensive expertise in CSS, Siebel, Flow and SI systems
- Consistently met or exceeded KPIs and targets, demonstrating a commitment to operational excellence and customer satisfaction
- Engaged with stakeholders at all organisational levels, both internally and externally, to drive collaborative outcomes and resolve challenges
- Utilised exceptional communication skills to ensure alignment of priorities and expectations between business units and external partners
Telecommunications Engineer
Openreach
01.2011 - 01.2014
Soldier
British Army
08.1986 - 12.2010
Education
‘O’ Level - Mathematics, English
A1 NVQ Assessor - Telecommunications
A16 accredited - Safety on managed Installs
Level 3 NVQ - Telecommunications
BTEC Advanced Award - Managing Passive Optical Networks & Air Blown Fibre Systems
BTEC Advanced Award - Access Networks Systems
First Aid - trained
Skills
- Strategic Leadership
- Team Leadership
- Team Development
- Stakeholder Relationship Management
- KPI and Performance Management
- Customer-focused Service Delivery
- Communication skills
- Process Improvement
- Project Delivery
- Cross-Functional Collaboration
Timeline
Customer Service Project Professional
Openreach
01.2022 - 06.2025
Executive Level Complaints Team
Openreach
01.2014 - 01.2022
Telecommunications Engineer
Openreach
01.2011 - 01.2014
Soldier
British Army
08.1986 - 12.2010
A1 NVQ Assessor - Telecommunications
A16 accredited - Safety on managed Installs
Level 3 NVQ - Telecommunications
BTEC Advanced Award - Managing Passive Optical Networks & Air Blown Fibre Systems
BTEC Advanced Award - Access Networks Systems
First Aid - trained
‘O’ Level - Mathematics, English
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