Ben Rogers has over 10 years of experience in customer service, operations, and process improvement roles. He has a proven track record of successfully leading projects to relocate teams offshore to onshore. He is skilled in process mapping, troubleshooting technical issues, negotiating with stakeholders, and providing training. His qualifications include GCSEs and AS Levels, and he has extensive training in systems used across the telecommunications industry.

1. Ben Rogers
5 Marsden Road, London, SE15 4EE
ben-rogers@hotmail.co.uk – 077889992965
Personal Statement
A logical, process driven analyst with the ability to “think outside the box.”
Having spent the last 6 years working across various departments of XLN, I have developed a
mature logical approach to my work utilising a clear understanding of business needs and
identifying opportunities within the process improvement space.
A driven and talented negotiator I have a strong comprehension of process mapping and
needs analysis coupled with a down to earth yet professional approach to both internal and
external stakeholders making my ability to support my business colleagues and 3rd parties
evident.
Qualifications & Training
Education
• G.C.S.E. 10 at A*-B
• AS level 3 Pass.
Bespoke Training
• Telebilling System Training
• Symbill System Training
• Netlynk Portal
• BT Wholesale Portal
• TAGS portal
• MOPS System
• Opal Portal
• Daisy Wholesale Communications Portal
• VOIP/ IPBX Configuration
• OpenReach Portal
Employment and Experience
Provisioning and Operational Support (March 2015 – Current)
• Supported the insourcing of Broadband & Provisioning support to XLN from HGS.
• Delivered ongoing training and coaching to agents on systems & processes.
• Supplier service reviews
• Regular communication with key stakeholders to ensure smooth transition
• Negotiating improvements with Directors and other stakeholders
• Focused on process improvement & business development.
o How we can further the use of API’s to automate processes
o The systems of suppliers and how this effects our own
o Reducing rejections and errors
o Utilizing my contacts network with suppliers to gain data for improvements
o Reporting improvements
o Negotiating improvements with Directors and other stakeholders
• Bridging a gap between IT and customer facing staff
• Providing knowledge and support to IT
Outsource trainer and operational support (July 2013)
• Relocating offshore broadband and provisioning teams onshore
• End to end process mapping
• Process improvement with head of IT, Developer and business analyst
• Producing user friendly training material for training department
• Regular meeting with stake holders both in house and out house
• Spent 4 weeks in Scotland based with the outsourcing company to provide training and
support

2. • Classroom training (trainer)
• On site and remote operational support
• Relocated to Scotland to provide hands on support
• Confluence guide and support creation across
o Broadband Technical
o Provisioning
o Broadband provisioning
XLN Business Services: Head office Vauxhall- Broadband Retention Agent (October 2011)
• Retaining customer based on their broadband performance
• Utilizing full range of Broadband technical skills
• Strong negotiations with extremely difficult customer
• Applying provisioning skills to assist with technical issues
• Communication with key suppliers as well as engineers
• Problem solving
• Fault analysis
• Router returns/testing/logging
• Customer router configuration
• Stock management
• Providing operational support to offshore broadband and provisioning teams
XLN Business Services: Head office Vauxhall- Retention Agent (May 2011)
• Retaining customers that no longer had faith in XLN
• Very strong negotiations
• Utilizing various retention techniques
• Thriving in a high pressured environment
• High KPI’s
XLN Business Services: Head office Vauxhall- Training and Induction (January 2011)
• Responsible for 8 employees
• Training in all areas of the business (credit control, faults, customer services, verification)
• Call coaching and mentoring
• Disciplinary meetings
• Manager handover meetings
XLN Business Services: Head office Vauxhall- Customer Service Supervisor (November 2010)
• Supporting the team
• Handling difficult escalations
• Running team incentives
• Ensuring al work was carried out to an exceptional level
• Call monitoring and coaching on an individual and tem basis
• Setting a professional example
• Addressing team time keeping and behavioral issues
• Hosting return to work meetings
• Department stats
XLN Business Services: Head office Vauxhall- Billing Specialist (July 2010)
• Telebilling, Symbill (billing portals)
o Data analysis
o Locating and resolving anomalies before billing cycles
o Amendments to specific charges in the billing systems
o Installations charges
o Engineering charges
• Only 4 members of staff had access to these systems
• Managing extreme queries from the billing funnel
XLN Business Services: Head office Vauxhall- Customer Service Advisor (May 2010)
• Answering customer queries regarding

3. o Move of premises
o Change of tenancy
o Billing
o Select network services
o Tariffs and packages
o Contracts
o Mobile
Aerial Camera Systems: Camera Technician (July 2007)
• Rigging construction
• Camera operation
• Security
• Operating at a large televised events
• Dealing with millisecond timings for TV production
AC Computers: IT Support (June 2006 Work experience)
I shadowed an IT Technician for two weeks to gain a further understanding of IT skills and technology
required within a global organization. Duties included:
• 24 hour Service desk support to 4 different buildings in 4 different countries
• Blackberry service desk
• Programming new blackberries to staff requirements
• PC maintenance
• Telephone and VOIP maintenance
Career Achievements
• Biggest achievement would be the successful completion of relocation of both broadband and
provisioning teams from offshore to onshore. I enjoyed the high priority of this project, the
number of key stakeholders involved and the key role that I was able to play to complete the
project successfully
• Mapping all unknown process and placing process improvements in place across 3
departments to revolutionize the way these departments are able to work.
• Training company trainers and stakeholders in order to allow the business to bring both of
these teams in house
IT skills
Microsoft Suite of Programs - Expert
Router configuration - Expert
VOIP Handset configuration - Moderate
WLR3 and NGN line diagnostics - Expert
Broadband diagnostics - Expert
Remote access ability – Expert
AOR’s and SKU’s - Basic
References
References are available on request.