Tom McKinley

I have worked within various fields within Openreach, beginning in the Network repair team which involved direct calls with engineers and 3rd parties reporting 3rd party damage and assigning teams to attend within a timescale to resolve. I have worked in PIA in the involvement of validation of workstreams coming into the business and the planning of network builds. My current role is working in Urgents, which is a small team within DAN that focuses on resolving urgent work around the UK. This involves working with partners to arrange traffic management to site to resolve any emergencies and also managing a team off shore assisting in the creation of jobs.

Some of my core roles have been:

• Implemented risk management strategies to mitigate potential issues.
• Enhanced team productivity with efficient delegation of tasks.
• Worked with a large base of IT work systems required to carry out various roles
• Coordinated staff training sessions to enhance skills and knowledge base.
• Improved workflow efficiency by developing process improvements.
• Liaised with external parties to ensure seamless project execution.
• Streamlined processes to improve and optimise office operations.
• Fostered collaboration among cross-functional teams for project success.
• Build and maintained strong relationships with partners and key stakeholders.

Within BT Flex I was able to move flexibly across multiple workstreams using various different skills which has benefited me to this day. I have worked in business and consumer based roles. These included sales, retention, and also technical support for consumers and for business. During my time in these roles I've been recognised for my performance and received advisor of the month/quarter.

Some of my core skills gained are:

• Demonstrated respect, friendliness and willingness to help wherever needed.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Worked flexible hours, covering nights, weekends and bank holidays.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Used Microsoft Word and other software tools to create documents and clear communications.
• Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.

My first job was working in the hospitality industry working in sales, catering and deliveries. Some of the responsibilities were upselling products, delivering training for new staff, organisation of products, creating spreadsheets for stocks and money handling, liaising with delivery company's and providing high quality customer service and maintaining high standards of cleaning.

Some of my core skills gained were:

• Demonstrated excellent problem-solving skills when dealing with complex customer issues.
• Improved efficiency at checkout by mastering POS system operations quickly.
• Offered helpful advice on product selection, leading to increased sales.
• Handled cash transactions accurately, maintaining financial integrity of the till.
• Organised stock shelves neatly to improve the overall appearance of the shop floor.
• Utilised product knowledge effectively whilst assisting customers with purchases decisions.
• Adapted quickly to changes in store layout or products range, minimising disruption to service delivery .