Steven Kellock has over 20 years of experience in change management, project management, and customer experience roles in the telecommunications industry. He has a proven track record of successfully delivering complex projects involving technology integration, process improvements, and change management. Kellock is currently seeking a permanent role that utilizes his experience in bundling telecom and energy services to drive innovation and expand business offerings.

1. Steven Kellock
1 Garnqueen Crescent, Glenboig, ML5 2SY
Home: 01236 879002, Mobile: 07464 838609
Email: steven.kellock@btinternet.com
LinkedIn profile: Steven Kellock | LinkedIn
I’ve built up a wealth of knowledge in Change / Project Management, dealing with; Broadband,
CATV, Telco, & Mobile products, Repair / Logistic / Insurance Solutions. I am accomplished in
dealing with a number of diverse stakeholder groups (domestic and international), over many
different types of projects, & have built up extensive project delivery & Stakeholder management
skills. My key focus is on the internal & external customer, & making sure that new technology is
delivered in a way that works for them: without that consideration change will be delayed, projects
will go over budget, & benefits (revenue) will not fully be realised.
Recently I have moved into contracting, but am more than open to considering a permenant role.
The bundled service aspect of telecoms and energy companies has expanded greatly over the last
few years, & faces a real challenge to remain innovative & deliver new products & strategies
seamlessly into the organisation. I feel that the experience & skills that I have built up would make
me a real asset in any company that wants to expand & lead the field in this area.
But don’t take my word for it: please take a look at the recommendations & endorsements on my
linked in account.

2. CAREER HISTORY
2016 – PROJECT MANAGER (SSE)
Recently started as a contract Project Manager with SSE, delivering Marketing projects in the;
Energy, Telco, and Services portfolios. My current contract is due to end due to a reduction in the
workload, but I feel I have an aptitude for working in the Energy sector and all the challenges that it
brings.
2013 – 2016 PROJECT MANAGER (REGENERSIS / CTDI)
Regenersis is a strategic outsourcing partner to many of the World’s leading consumer technology
companies.
They provide a comprehensiverange of innovative and integrated customersupport solutions for high
profile clients’ helping them protect their core products integrity, and reputation of their brands.
Over the last 3 years I have implemented complex projects across multiple sites in Europe and SA.
These have involved; Depot repair, Logistic Solutions, IT integration, Site re-structure, Insurance
solutions among others.
ACE Insurance
 I successfully implemented a high profile project involving large volumes of devices for repair,
advance exchange, and whole unit replacement. This has seen thousands of units per month
processed in a cost effective timely manner, resulting in the client benefitting from large cost
savings over their previous partner.
SmartCheck
 Introduced a generic diagnostic tool in Warsaw and Madrid sites, enhancing front end
diagnostics, and providing a robust quality control measure(also improving operator efficiency
and handling time) in order to reduce return bounce from Customers, saving the company
costs due to penalties on returns. This required; management across sites and remote
management of the development and testing team in India.
Copernicus Integration
 As our flagship IT system I was instrumental in working with central IT to deliver this to a great
number of company sites,ensuring that we have a joined up system that adds value to existing
and new business, along with creating a generic approach to depot repair and reporting
functionality.
(Example): Copernicus Implementation (removal of legacy systems) Madrid – Cost saving of
€ 66,000 annualised

3. 1998 - 2013 VIRGIN MEDIA / NTL / TELEWEST / C&W
A key player in the telecommunication industry, know for bundled services (cable TV, Telephony,
Broadband, & Mobile), their customer base is currently over 4 million.
2007 - 2013 BUSINESS READINESS MANAGER (VIRGIN MEDIA)
Worked with Operational areas to ensure that projects were successfully launched into the
business. Impacted change into the operational environment, then managed the associated
elements; training, internal (& external) communications, process GAP analysis, reporting, user
acceptance testing, resource requirements, launch readiness, warranty & adoption (post launch).
I’ve picked out a few recent projects & summarised what I brought to them.
 Implemented an overhaul of customers bills (a base of over 4 million), greatly reducing
complexity, & allowing the addition of key marketing, fault, & service messages. This change
was instrumental in removing calls, reducing average handle time, & creating millions in
additional revenue through additional targeted product promotion: it also increased the customer
‘net promoter score (NPS)’, which is the key metric around the level of service the customer
feels they are getting.
 Introduced an electronic receipt to the entire customer base to reinforce changes made to an
account & alleviate billing enquiries into the contact centres. It also introduced targeted
marketing based on the customer’s product bundle. This project increased customer NPS,
reduced repeat calls into Call Centres, & also generated revenue, through introducing a
targeted marketing channel.
 Implemented an extensive project into the business to improve the whole process of
recruitment. This included cutting out the red tape around the raising & signing off on new
vacancies, gap analysis & updating recruitment processes, along with the streamlining of getting
new employees the correct levels of access to systems & services to allow them to allow them
to start as soon as possible. These improvements shaved weeks off the initial approval of new
roles, & also from the time taken to get employees ready to start work.
 Managed the operational impact on a ‘Web Optimisation’ programme which allowed customers
to; pay bills, upgrade packages, report faults, make enquiries etc online. This saved the
company millions of £s & also generated revenue through the additional on line channel.

4.  Managed the migration of legacy billing codes & packages onto a new standard platform. This
reduced the complexity for agents dealing with package enquiries & increased customer NPS.
2004 - 2007 OPERATIONAL IMPLEMENTATION MANAGER (NTL / TELEWEST)
Performed a similar job to ‘Business Readiness Manager’ working within the merged companies
that took over from Cable & Wireless
 Operational implementation of Broadband upgrades for complete customer base (focusing
on migration & equipment upgrades, & exception management), ensuring that the company
remained competitive in an industry environment focussed on faster BB speeds.
 Management of national headend resegmentation (across all regions), ensuring that
technical upgrades were in place to manage increased loads of broadband traffic.
 Implementation of a number of product & pricing changes into frontline areas, managing
changes to legacy customers which had been inherited from numerous franchise systems.
Through diligent management I ensured that these were all correctly impacted, trained out,
& communicated to external (& internal customers). This was instrumental in the strides that
Virgin made in increasing the customer base, reducing operation costs, & increasing the
RGU (revenue generating unit) spend per customer.
1998 - 2004 CHANGE MANAGER / ADVISOR (CABLE AND WIRELESS)
2001 - 2004 CHANGE MANAGER
Again managed change into the operational areas of the business, but on a more regional basis,
covering; Scotland, Northern England, Wales, & Northern Ireland.
 Numerous projects including: pricing & package changes, code / process / product migration
from legacy franchises, departmental service improvement projects, & regional
implementation of new products & tiers of service. Much of this phase of work was around
introducing change to a still diverse business model, with numerous billing systems, & staff

5. processes. My input helped streamline the transition a single set of working practices, which
made the company attractive to eventual takeover by Virgin Media.
1998 - 2001 CUSTOMER SERVICE ADVISOR
Dealing with all aspects of customer enquiries within an expanding telecoms company.
1993 - 1994 MAGAZINE EDITOR
Setting up, editing, & managing contributions for a local youth group magazine.
1993 - 1998 ADMINISTRATIVE OFFICER (CIVIL SERVICE)
Case officer managing claims through to completion.
KEY SKILLS
 Project Delivery (Prince 2) Telecommunications
 Service delivery Stakeholder management
 Communications Skills Internal communications
 Customer Experience Business Processes
 Microsoft Office (all apps) User Acceptance testing
(Full skill set with endorsements available via my ‘LinkedIn’ profile).
WORK RELATED QUALIFICATIONS / TRAINING
Ongoing professional training with regular industry specific and management courses including:
 Lean management – Yellow belt accredited Member of BCS
 Delivering projects effectively (Prince 2) How to manage stakeholders effectively
 Essential communication Internal communications master class
 LEAN awareness Managing a LEAN operation
 Leadership (personal impact) Risk awareness & control
 Advertising & marketing compliance Various data protection courses.
 Operational excellence

6. EDUCATION
1993 Communication Studies HND
1987 Media Studies SCOTVEC
General education to school leaving standard
ADDITIONAL INFORMATION
ADDITIONAL INFORMATION (a bit more about me!)
Currently back in training for a half marathon or two next year.
Enjoy playing badminton (badly!)
Recently provided support & logistics for the 1st
inaugural ‘Scottish cities cycle challenge’ for Cancer
Research. It certainly was a challenge, covering all 7 Scottish cities within 4 days, over almost 350
miles of B class roads!
Travelled extensively (home and abroad) as part of my last 2 jobs, & more than willing to do so for
any future employment.