Martine Duckett
Provisioning, Compliance and Partner Manager @Talktalk
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WORK HISTORY
Provisioning, Compliance and Partner Manager @Talktalk
London, GB
Lead consumer manager for regulatory provisioning policy. Monthly presentation to board members on adherence to policy and any associated risks. Implemented monthly address audits and a robust treatment process, ensuring that the Emergency Services have accurate records should a customer dial Potential discrepancies reduced by 26k •Ensure that the organisation complies with internal and external Order Management related regulations, including Ofcom regulations. Order Management contact for external BSI Metering and Billing and Deloitte audits.•Account Management, including SLA management and control. Managed two major transition projects between Business Partners within very tight timescales, one Technology and one Business (TCS to CGI and Wipro to CCI). Protected business continuity and profitability by providing in-depth Order Management training for the new partners and by setting up knowledge sharing forums, including travelling to South Africa to support. Set up daily Service Level and quality reviews, achieving a smooth transition for customers and the business.•Key SME for order provisioning journeys including Voice, Broadband, Fibre, TV and Mobile. Identification and resolution of any Order Management related incidents and problems. •Implementation of system, process and policy improvements to enhance the customer experience. Leadership and direction of delivery teams, senior stakeholders and project managers through aligning them towards customer orientated and cost conscious goals and outcomes. •Complaint Containment, including Ofcom Complaints. Reduced pending Order Management customer complaints by 80% within 3 months by analysing and fixing root cause issues and through close management of the offshore Complaints Team.
EDUCATION
Goldsmiths, University of London
BA (Hons)
ABOUT MARTINE DUCKETT
Customer Experience and Operations Manager with excellent communication skills and a wealth of support function, regulatory and account management experience. Degree educated with over 20 years in the Telecoms Industry and a proven track record of adding value at a strategic and operational level. Consistently delivers to target and budget, while putting customer experience at the heart of every decision. Builds strong working relationships with colleagues at all levels, including leadership of virtual, onshore and offshore teams. Articulates issues in a clear and simple way, ensuring that everybody understands what needs to be delivered and why. Inquisitive and analytical.KEY AREAS OF EXPERTISEORDER MANAGEMENT SPECIALIST (PROVISIONING) – SME for customer joining, in-life and leaving journey’s, including Voice, Broadband, Fibre, TV and Mobile. New Product trial and launch management, embedding into BAU. INCIDENT, PROBLEM AND ROOT CAUSE MANAGEMENT - Identifies issues with customer experience and provisioning order journeys. Leads relevant Teams to prioritise and implement the system and process changes required to fix the issues. COMPLIANCE, GOVERNANCE AND AUDIT – Lead consumer manager for regulatory provisioning policy. Presenting to board on a monthly basis to ensure adherence to policy and management of any associated risks. Order Management contact for external Metering and Billing Audits (BSI, Deloitte).BUSINESS ANALYSIS, CHANGE MANAGEMENT, CONTINUOUS PROCESS IMPROVEMENT - Implements system, process and policy improvements to enhance the customer experience. Leadership and direction of delivery teams, senior stakeholders and project managers through aligning them towards customer-orientated and cost conscious goals and outcomes.CUSTOMER EXPERIENCE AND COMPLAINT MANAGEMENT – Ensures that the customer is at the heart of every decision made. Analyse the key drivers of customer dissatisfaction and lead cross-functional change to address ever-evolving customer needs and expectations. Complaints reduction. CONTACT CENTRE, PARTNER AND ACCOUNT MANAGEMENT –Delivers best in class approaches to improve customer satisfaction & loyalty by implementing effective business controls and partner management, productive and empowered teams, continuous process improvement and a focus on effortless experiencesDATA-DRIVEN CULTURE- Adept at getting value out of data and defining actionable KPI\'s to enable fact-based conversations and deliver clear visibility of performance
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