Harrison Frame
Dundee
Summary
Accomplished professional with expertise in customer experience and acceptance trials, test scenario design and execution, service readiness, and quality assurance. Demonstrated proficiency in root cause analysis, issue management, stakeholder management, process optimisation, and automation. Adept at knowledge management with strong skills in HP ALM, HPQC, and MS Office. Committed to leveraging extensive experience to drive operational excellence and continuous improvement.
Overview
15
15
years of professional experience
Work history
Bar supervisor
80 North Ltd
Dundee
2024.06 - Current
- Assisted management in organising events and theme nights to attract more patrons.
- Resolved conflicts with customers tactfully to minimise disruption for other guests.
- Supported bar equipment maintenance to prevent service interruptions during operational hours.
- Facilitated staff training to enhance service quality and professionalism.
- Maintained a safe environment by following health and safety regulations.
- Complied with licensing regulations to uphold the establishment's reputation.
- Oversaw cash flow management, ensuring adherence to correct transaction procedures.
Trials Manager
BT Enterprise
2016.10 - 2025.07
- Supported the execution of customer experience trials for business products and services.
- Assisted in identifying necessary assets and trial participants for defined scenarios.
- Monitored trial progress and analysed results to pinpoint customer experience issues.
- Collaborated with sales and operational teams to ensure seamless customer journeys.
- Communicated trial findings and recommendations to senior stakeholders.
- Maintained trial documentation tools for consistency across teams.
Test & Trials Script Writer
BT Enterprise
2015.10 - 2016.10
- Reviewed trial objectives and customer journeys to develop test and acceptance scripts.
- Formatted scripts for compatibility with automated upload macros and test software.
- Set up complex or off‑script scenarios within test environments.
- Facilitated automation of scripting activities, improving efficiency across trials.
- Utilised tools such as HP ALM / HPQC.
Diagnostics & Procedures Writer
BT Enterprise
2011.08 - 2015.10
- Followed style guidelines meticulously to maintain uniformity across all written material.
- Created and managed knowledge management articles within current and upcoming diagnostic systems (HTML & ASP).
- Assisted in business change initiatives by crafting and publishing operational procedures.
- Coordinated with operational and project teams to outline and execute next-generation systems.
- Contributed significantly to the successful rollout of commercial BT Sport (2013).
CRM / Wholesale Liaison
BT Enterprise
2011.04 - 2011.08
- Coordinated communication between BT Business and BT Wholesale to support and enhance operational processes.
- Evaluated fault volumes to assist in identifying root causes of high-volume issues.
- Facilitated senior-level root cause analysis for escalated cases.
- Managed and coordinated a modern apprenticeship scheme in Dundee.
Education
SVQ Level 3 - Management
BT
SVQ Level 2 - Customer Service
BT
SVQ Level 2 - Youth Work
Dundee City Council
Skills
- Customer experience and acceptance trials
- Test scenario design and execution
- Service readiness and quality assurance
- Root cause analysis and issue management
- Stakeholder management
- Process optimization and automation
- Knowledge management
- HP ALM and HPQC
- MS Office proficiency
Accomplishments
- Head-hunted on multiple occasions into specialist and senior roles within BT.
- Selected for BT Retail Potential Leaders Community (Talent Pool).
- Designed and implemented training and knowledge packages across multiple BT campaigns.
- Appointed site champion for Siebel OneView system at Sitel Dundee.
References
References available upon request.
Timeline
Bar supervisor
80 North Ltd
2024.06 - Current
Trials Manager
BT Enterprise
2016.10 - 2025.07
Test & Trials Script Writer
BT Enterprise
2015.10 - 2016.10
Diagnostics & Procedures Writer
BT Enterprise
2011.08 - 2015.10
CRM / Wholesale Liaison
BT Enterprise
2011.04 - 2011.08
SVQ Level 3 - Management
BT
SVQ Level 2 - Customer Service
BT
SVQ Level 2 - Youth Work
Dundee City Council