Sonum Razaq | Business Improvement Specialist | BT

 

Fresh out of university, I started my career in the Telecommunications Contact Centre as a billing advisor, supporting customers in queries regarding their broadband and telephone products. From there, I transitioned to a technical advisor role, investigating broadband and telephone line faults after being trained on fault codes, broadband fault trouble shooting and the fibre broadband network. I supported my colleagues with the role out of new systems to improve the employee and customer experience. Traveling to other sites (Cardiff and Truro) to continue that support for our contact centre staff. I then began supporting new employees to the tech role, coaching and developing them in 8 week cycles from day one out of training, this involved running knowledge sessions and 1-2-1 coaching. I then cover managed the fault automation team, a new trial team set up to test whether text message could be a new contact channel for customers to report faults on their line. I developed the applications used with the developer teams to add necessary functionality to improve the customer experience such as emojis and picture message functionality to share pictures of home set up and damaged network when needed. This helped to increase our net promotor scores and prove that the function was a success.

After honing my skills in process improvement, I saw an opportunity to join the Graduate Scheme, in the engineering business unit. I began my 3 rotations with a role in the Engineering Optimisation team where I was accountable for project managing new products and systems across our engineering population whether that was new tech or tools, I helped to support the impacted audiences until the new ways of working were embedded.
For my second rotation, I joined the Customer Experience team, leading projects to reduce waste from our engineering processes, as part of this I worked on a multi-million pound project that was aiming to improve efficiency amongst our engineering population by improving the customer journey and reducing engineering revisits & dwell within our workstack, fixing faults first time and also ensuring the right engineer was attending a fault with the correct skills, this involved improving our work distribution application.

I then moved on to my final rotation in the Change & Transformation team, here I worked on the largest programme our company had seen to transform our cost base and simplify our processes. I realised my passion for Change management and the psychology behind it. I worked on several projects that delivered £6 million benefit by multi-skilling our engineers to work across several broadband products. This involved working with ops to redraw our patch boundaries and ensuring our engineer base was sufficient for the customer demand in that area. I also supported the closure of legacy systems and supporting technical teams in creating new systems that were fit for purpose by supporting on user acceptance testing. I then moved to my current role as Agile Change & Adoption Manager leading on driving us to a more Agile company in the new digital era.

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