Jude Parry
Crumlin,United Kingdom
Summary
Accomplished professional with expertise in customer experience and engagement, operational efficiency, and stakeholder relationship management. Demonstrates strong leadership skills in diverse environments, with a proven track record in coaching and talent development. Adept at data analysis and insight reporting to drive performance metrics evaluation and cost reduction. Skilled in office & change management, and influential communication to enhance customer service and outcome management. Proficient in Microsoft Office Suite and CRM systems, aiming to leverage these competencies for continued career growth.
Overview
14
14
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Office Manager
Openreach
Cardiff, UK
01.2022 - 07.2025
- Led high-performing team of seven managers, 210 staff ensuring smooth, timely telecommunication installations.
- Coached teams across multiple locations, driving team leader performance, improving engagement by 18% and inclusion 11%. Conducting performance reviews identifying areas of opportunity.
- Managed rollout of £2M new allocation of work system.
- Co-ordinated hiring, recruitment and training strategies to build successful teams across UK, including staff training to deliver positive customer service outcomes.
- Ability to deliver efficient and reliable administrative support, ensuring smooth day-to-day running office environment.
- Upskilled 100% workforce to enhance operational agility and workforce effectiveness.
- Developed insight dashboards to monitor customer care. Maintaining high levels of accuracy and responsiveness to customer queries whilst updating CRM systems.
Site Operations Manager
Openreach
Remote, UK
01.2019 - 01.2022
- Led flexible national workforce 7 team managers and 150 personnel, rapidly allocating resources to deliver business-critical projects on time.
- Seamlessly placed 97 staff to support £3.5M transformation program.
- Achieved three years of consecutive delivery, meeting service KPI's.
- Cultivated positive client relationships through excellent communication and service delivery.
- Developed zero-tolerance safety strategy, reducing incidents and ensuring compliance across teams, later adopted department-wide.
Site Call Centre Manager
BT
Cardiff, UK
01.2015 - 01.2019
- Resolving complex billing queries, resulted in positive feedback from customers.
- Delivering operational delivery, meeting service KPI's achieving 70% first-contact resolution rate (target;65%).
- Lead team 15 managers 200 personnel ensuring timely and quality resolution to inbound customer contacts.
- Delivered 84% engagement and inclusion metrics by fostering ownership and accountability.
- Created talent program for staff development.
Site Call Centre Manager
BT
Birmingham, UK
01.2012 - 01.2015
- Received “ Exceptional Award ” for coaching and inspiring communication.
- Introduced sales-through-service model to boost broadband revenue.
- Coached team managers achieving departmental high of 94% engagement.
Education
BSc Hon Degree - Social Science
Bath Spa University
09.1994 - 06.1997
A Level - Law, Psychology, Sociology
Crosskeys College
01.1992 - 01.1994
GCSE - 10 GCSE's
NEWBRIDGE COMPREHENSIVE
01.1986 - 01.1991
Skills
- Staff leadership & Operational Management
- Strong communication and interpersonal skills
- Management HR processes
- Excellent organizational & task prioritisation
- Data analysis & problem solving
- Recruitment and hiring
- Customer Relationship Management (CRM) system
- MS Office & Email management
Certification
- NVQ Level 5 Customer Service, 2009
- Lean Practitioner, 2025
- Institute of Customer Service, 2019
HOBBIES
- Walking with partner and two dogs in the Brecon Beacons
- Travelling to various countries including Italy, France, Crete, Spain, and Turkey
Timeline
Office Manager
Openreach
01.2022 - 07.2025
Site Operations Manager
Openreach
01.2019 - 01.2022
Site Call Centre Manager
BT
01.2015 - 01.2019
Site Call Centre Manager
BT
01.2012 - 01.2015
BSc Hon Degree - Social Science
Bath Spa University
09.1994 - 06.1997
A Level - Law, Psychology, Sociology
Crosskeys College
01.1992 - 01.1994
GCSE - 10 GCSE's
NEWBRIDGE COMPREHENSIVE
01.1986 - 01.1991
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