MARTINE O'HARA
LIVERPOOL
Summary
Over 15 years of experience at Redcare, consistently delivering high-quality and accurate work. Recognized as the leading member of the SOP team, providing expert support across various departments. Significant contributions to daily operations and strategic transition initiatives. Proven ability to manage complex tasks with high accuracy under pressure, excelling in customer service and ensuring smooth order processing.
Overview
33
33
years of professional experience
3
3
years of post-secondary education
Work history
BT RECARE SALES ORDER PROCESSING
British Telecom
Liverpool
08.2009 - Current
- Streamlined sales order processing, ensuring timely fulfilment and accuracy.
- Monitored inventory levels to prevent stock shortages during order fulfilment.
- Established robust communication links with GXO warehouse to optimise dispatch operations.
- Addressed customer inquiries regarding order status and product availability.
- Maintained accurate records for efficient order management and reporting.
- Reduced errors in order processing by implementing systematic procedures.
- Trained new team members on best practices for order entry.
- Supported sales team in achieving targets through effective order handling.
Clerical officer PAYPHONES
British Telecom
04.2001 - 08.2009
Clerical officer CHARGECARDS
British Telecom
01.1993 - 04.2001
Education
Bachelor of Arts - LIBRARIANSHIP
LIVERPOOL POLYTECHNIC
Liverpool 09.1983 - 05.1986
Skills
- Provide expert support to Sales, Technical Helpdesk, and Network Control teams
- Support AddSecure to use the BTW portal and support them when they have live Openreach installation orders in progress
- Serve as a key point of contact for product and process-related queries
- Actively involved in planning and executing Redcare's closure (December 2025)
- Support the migration of NEXT GEN Redcare to AddSecure
- Participate in weekly/monthly Teams calls to monitor progress against glide targets for Redcare closure
- Contribute to cross-functional projects supporting Redcare's closure and service continuity until closure
- Collaborate with leadership, and AddSecure to refine migration processes
- Identify and implement improvements to enhance the efficiency of the closure process and procedures
- Have built strong relationships over 15 years in Redcare with team members, the sales team and technical support team and with external customers My communication skills are probably my greatest strength and I frequently receive positive feedback from colleagues and customers
Collaborative partnerships
Strategic planning
Effective communication
- Always prioritise customer needs and confidently advocate on their behalf when necessary
- I played a key role in representing customer interests following the Redcare closure announcement
- Value the collaborative culture within Redcare, which has been central to our success and is key to making sure our closure goes smoothly
- Collaborate with leadership, and AddSecure to refine migration processes
- Involved in planning and executing Redcare's closure -communicating with all stakeholders - internally and externally
- Support the migration of NEXT GEN Redcare to AddSecure working closely with BT Wholesale and AddSecure
- Continue to assist Alarm Receiving Centres, installers, and end users to manage the closure of REDCARE in a timely and safe way
- Respond effectively to increased demand for reporting, data cleansing, and ad hoc support
- Successfully balance evolving responsibilities with core BAU tasks
- Demonstrate flexibility and resilience in a changing operational environment
Stakeholder relations
Adaptive mindset
Affiliations
- Member of a local book club and a keen knitter
Timeline
BT RECARE SALES ORDER PROCESSING
British Telecom
08.2009 - Current
Clerical officer PAYPHONES
British Telecom
04.2001 - 08.2009
Clerical officer CHARGECARDS
British Telecom
01.1993 - 04.2001
Bachelor of Arts - LIBRARIANSHIP
LIVERPOOL POLYTECHNIC
09.1983 - 05.1986