Rachael Cope
Measham,Leicestershire
Summary
Results-driven professional with a strong foundation in Data Analysis, Management, Service assurance, and Customer Service. Demonstrates exceptional organisational skills, effective document management, and the ability to build lasting relationships through excellent communication and public speaking. Adept at problem-solving, team collaboration, and mentoring, with a proven track record of leadership and empowering others to achieve results. Committed to delivering customer-focused solutions while maintaining dependability and accountability. Motivated by ambition and determination to drive success in dynamic environments.
Overview
12
12
years of professional experience
Work history
Service Assurance Manager
Openreach
Measham, Leicestershire
11.2023 - 06.2025
- Facilitated seamless operation and delivery of services to customers, emphasising data management, timelines, and analysis.
- Oversaw service performance, identified and resolved issues, and implemented enhancements to elevate overall service quality while minimising risk.
- Collaborate with cross-functional teams to formulate and execute service strategies aligning with business objectives and customer needs, engaging closely with central Patch Managers, Field Based Co-ordinators, and Patch Leads within Network Delivery Team.
- Executed data-driven strategy for service monitoring and planning, enhancing efficiency in meeting deadlines.
- Achieved 100% enhancement in 'first service date' results within one year.
- Devised tracker solution resulting in total savings of 1.6 million across region.
- Design PowerPoint slides to convey service progress, annual forecasts, and approaches for improving best practices.
- Convey key insights on management calls engaging hundreds of attendees.
- Secured acknowledgement for demonstrating exceptional commitment to service delivery.
- Leveraging Openreach Fibre Network expertise to enhance support across diverse areas.
- Finalised CLIMB Talent Programme 23/24, acquiring new leadership skills to enhance development and future career aspirations.
- Cultivated relationships with diverse colleagues and clients across business to ensure optimal service delivery outcomes.
- Recognising different business models and resultant impacts, adept at handling change efficiently.
Specialist Fibre Engineer
Openreach
Coalville, Leicestershire
10.2021 - 11.2023
- Managed delivery of Fibre Scale Build programme across central patch, ensuring targets met.
- Surveyed and prioritised tasks to optimise organisational efficiency.
- Liaised with third parties and contractors for civil works enablement.
- Conducted audits as M23 accredited professional, maintaining high work standards.
- Commissioned works, ensuring completion of HHT data and Auto Toggle for efficiency.
- Participated in delivery calls with management to communicate updates and changes.
- Implemented best practices for safe and efficient operations.
- Utilised skills in cabling and jointing as required during projects.
Fibre Engineer
Openreach
Coalville
12.2019 - 10.2021
- Improved system reliability with regular inspections of fibre infrastructure.
- Increased overall productivity by training junior engineers in advanced fiber techniques.
- Repaired damaged cables, improved network performance.
- Ensured uninterrupted service by maintaining and repairing optical splitters.
- Delivered high-speed internet connections through the installation of fibre cables.
- Performed troubleshooting tasks to rectify connection issues.
Complaints and Compliance Executive
Vehicle Replacement Group (VRG)
01.2018 - 12.2019
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Displayed energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Corporate Account Executive
SUEZ
08.2016 - 01.2018
- Led negotiations for beneficial client contracts.
- Conducted market research to identify potential leads.
- Facilitated resolution of client issues to maintain positive relationships.
- Established sales goals for improved revenue generation.
Area Sales Manager
Town & Country Fine Foods
07.2013 - 01.2016
- Handled dispute resolution; ensured customer satisfaction was maintained at all times.
- Oversaw regional sales operations to ensure alignment with corporate objectives.
- Trained team members for improved selling techniques and product knowledge.
- Analysed market trends, enabling informed decision-making about strategic direction.
Area Sales Manager
Brakes
Tamworth
01.2013 - 01.2016
- Conducted competitive analysis to identify and capitalise on business opportunities.
- Fostered strong client relationships for higher customer retention.
- Leveraged digital tools for efficient lead tracking and follow-up; enhanced conversion rates.
- Collaborated cross-functionally, enhancing internal communication and teamwork.
Education
NVQ Level 1 - Travel and Tourism
Tamworth College
Tamworth, Staffordshire 09/2007 - 09/2009
GCSEs - Mathematics, English lIterature and Language
St. Francis Of Assissi
Aldridge, Walsall 09/2002 - 09/2007
Skills
- Data Analysis
- Service Assurance
- Customer Service
- Document Management
- Organisation
- Excellent Communication
- Relationship Building
- Public Speaking
- Powerpoint
- Leadership
- Customer Focus
- Problem-Solving
- Team Collaboration
- Mentoring and Coaching
- Results driven
- Determined
- Ambitious
- Motivated
- Dependability
- Accountable
- Positive attitude
- Empowering
- Friendly
Affiliations
- Gym - Training to become a personal trainer
- Crocheting - Run a small business
- Socialising
- Reading
Timeline
Service Assurance Manager
Openreach
11.2023 - 06.2025
Specialist Fibre Engineer
Openreach
10.2021 - 11.2023
Fibre Engineer
Openreach
12.2019 - 10.2021
Complaints and Compliance Executive
Vehicle Replacement Group (VRG)
01.2018 - 12.2019
Corporate Account Executive
SUEZ
08.2016 - 01.2018
Area Sales Manager
Town & Country Fine Foods
07.2013 - 01.2016
Area Sales Manager
Brakes
01.2013 - 01.2016
NVQ Level 1 - Travel and Tourism
Tamworth College
09/2007 - 09/2009
GCSEs - Mathematics, English lIterature and Language
St. Francis Of Assissi
09/2002 - 09/2007
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