o Designing management reports (MIS) with key performance measures
o Planning internal communications and change management
o Award winning pitch development – samples available
o Feature writing for BT Investor Magazine and industry publications
o Branding – posters, newsletters, email templates

o Chairing Voice of the Customer weekly forum between operational and contact centre management
o Managing IIS knowledge management tool
o Developing Documentum information system to replace IIS
o Authoring documents on products, procedures and systems that are relevant and accessible to a contact centre audience
o Relieving Technical Specialists and resolving complex queries

o Providing investors and advisers with technical information regarding BT’s financial products
o Answering complex written queries regarding tax and legislation issues
o Outbound calling to assist customers in completing their transactions

o Development of business unit communication plan
o Content management of business unit intranet sites
o Sourcing newsletter content authoring and production
o Organisation of business unit seminars and promotional events
o Organisation of IT training out-sourcing and administration
o Management of communications for an enterprise-wide system upgrade – Windows 95 to Windows XP

o Mac-operating
o Web and CD-ROM development
o Work-flow coordination