Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Terry Clarke

Liverepool,Merseyside

Summary

Performance-driven Manager equipped to lead daily operations with focus on productivity and deadline adherence. Oversees team performance and implements actionable improvements to achieve objectives. Decisive leader with top-notch communication skills. Reliable Manager with telecoms industry experience. Offers excellent communication and good judgment to effectively meet team needs. Proactive planner and problem solver. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.

Overview

38
38
years of professional experience
5
5
years of post-secondary education

Work History

Exchange lead manager for UK North

BT Openreach
North west and NorthEast
05.2023 - 11.2023
  • Oversee the integration of all exchange engineers into the field teams and rebuild the work areas to allow auto allocation of work by November 2023
  • ·Responsible for daily planning of exchange work for UK North, Cumbria, Lancs, Merseyside, Manchester, York, Newcastle and Lincoln.
  • Ensuring that I had the right amount of people in each area to clear the work daily at best cost to the business.
  • Reviewing shrinkage, moves between patches, asking for support from other parts of the business and as a last resort overtime.
  • Upskilling job controllers, planners, senior managers and patch managers to cover my role before leaving the business
  • Recognized for my achievements in this role by my manager and the director at or all managers event in Leeds

Exchange patch manager

Lancashire and Merseyside
, North West
04.2017 - 04.2023
  • Safety: including training, safety checks, and accident investigation.
  • Performance: responsible for delivering Productivity and efficiency below budget and within targets set
  • Regular performance reviews, coaching plans, to drive improvements in the areas required against KPIs.
  • Service results: daily resource planning, across the North West, to ensure that I had the correct amount of people in the right areas each day to deliver my work stack efficiently and effectively
  • Responsible for compliance, discipline, attendance including absence management.
  • Customer complaints: ensuring that all issues are dealt with quickly and right the first time, providing feedback to the customer and engineers. Ensuring that the customer is 100% satisfied with the outcome.
  • People, engagement, responsible for delivering 6 monthly engagement results, reward and recognition and wellbeing of the group.

Customer service Coach

BT Openreach
Liverpool, Merseyside
04.1999 - 03.2001
  • Part of a team of 30 engineers, I was responsible for working with my team and manager to identify performance gaps and work with individuals to close the gap, improving the overall team results .
  • A point of contact for technical issues and support for the group and wider teams. able to analyze problems and identify solutions, able to make independent decisions when required
  • Fully trained in all aspects of the engineering role,
  • Upskilling of engineers to take on new skills, built close working relationships across numerous departments, creating coaching plans and reports to promote continuous improvement.
  • ·Qualified assessor, quality of personal workmanship auditor.

Engineer

Telecom/BT
Liverpool, Merseyside
01.1986 - 03.1999
  • Skilled in all aspects of copper and digital products working mainly in Liverpool city centre
  • Selected to work on numerous high-profile events, Euro 96 at Anfield, BBC projects when filming in Liverpool, standby at Goodison park (EFC) and Anfield (LFC) on match days Paul McCartney concert live from the Cavern (At the time the circuits provided where for the highest viewed live stream), Creamfields, Numerous large business events and concerts held in various locations across Liverpool.
  • Assisted colleagues across the UK in times of need, Scotland, Sheffield, Oxford
  • Received recognition for my work on numerous occasions across the whole of the time that I was an engineer.

Education

GCSEs -

Gatacre Comprehensive school
Liverpool
09.1974 - 07.1979

Skills

  • Performance management
  • Operations coordination
  • Consumer engagement
  • Business development and planning
  • Employee management
  • Staff development
  • Forward control point manager (for disaster recovery/ major outages)

Hobbies

Outside of work, I am a shotgun license holder and I enjoy clay pigeon shooting, I spend a lot of my spare time working on DIY projects at home.  

Timeline

Exchange lead manager for UK North

BT Openreach
05.2023 - 11.2023

Exchange patch manager

Lancashire and Merseyside
04.2017 - 04.2023

Customer service Coach

BT Openreach
04.1999 - 03.2001

Engineer

Telecom/BT
01.1986 - 03.1999

GCSEs -

Gatacre Comprehensive school
09.1974 - 07.1979

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Terry Clarke