1. Paul Dudley
9 Ahlux Court Leeds LS2 7QQ
07725762966 • paul.dudley@vodafone.com
Full Clean Driving License • Car Owner
Personal Statement
I am an experienced, result driven manager, a decisive and persuasive leader with excellent communication skills
and a proven ability to drive performance and deliver a great customer experience. I have a great attention to detail,
am trustworthy and persistent in seeing a task through to the very end, delivering outstanding results.
I am flexible and always thrive in a challenging fast paced environment. I have been recognised as innovative and
inspiring throughout my 12 years of management experience.
Current Employment
Jan 2015 - Present
Cloud and Hosting Incident Manager, Vodafone.
Key Responsibilities:
• Management and resolution of high severity incidents using logical ITIL based incident management
processes
• Manage high level communication throughout the incident lifecycle, liaising at director level with both
internal and external stakeholders
• Complete detailed root cause analysis of incident trends in order to identify service improvement
opportunities
• Analyse customer feedback data to identify opportunities to improve satisfaction metrics
• Plan, communicate and drive service improvement strategies across the business and 3rd
parties.
• Identify, manage and liaise with key stakeholders. Build and maintain relationships within business area
and across the organisation
• Work with 3rd
parties, feedback any issues that have detrimental impacts to customer experience and
work to drive collaborative improvements.
• Regularly review service perception with key stakeholders both internal and external. Use opportunity to
introduce new products or solutions to enhance customer experience
• Review and challenge existing business process to constantly drive improvements and efficiency
• Understand various bespoke customer hosting solutions and adapt incident management processes to
most effectively support and deliver efficient and long term solutions
• Build and maintain strong relationships with all relevant departments and contacts both internally and
external to Vodafone.
• Liaise with budget holders to manage/balance financial implication of incidents
• Liaise with all key stakeholders to manage related impact of process change or incident resolution
• Manage multiple incidents within contractual deadlines

3. Previous Employment
Jan 2011 – Dec 2014
Service Improvement/Operations Manager Fixed Services, Capita/Telefonica
Key Responsibilities:
• Operational Management of customer facing provisioning and fault management teams
• Conduct, attendance and performance management in line with agreed business processes
• Understand what great customer service is and ensure this is delivered across the area
• Work cohesively with Sales to win and develop business
• Deliver and improve operationally against objectives such as PCA, Sales to Cash and customer satisfaction
indicators
• Process management, reviewing current working practices to ensure they remain fit for purpose
• Capture customer demand, develop and maintain KPI’s to support
• Ensure that opportunities to position/sell products meaningful to the customer are maximized
• Q+A source for front line teams, 3rd
parties, sales and customers
• Increase CSI & decrease repeat calls, through creating and communicating effective service level
agreements.
• Manage Director, MP and national press level issues.
• Identify, manage and liaise with key stakeholders. Build and maintain relationships within business area and
across the organisation
• Communicate fixed strategy, new products and change across the customer base
• Supplier management of 3rd
party portal and network provider
• Work cohesively with business/strategic planning
• Performance improve individuals, teams, leaders and departments based on customer requirements
• Build and maintain strong relationships with all relevant departments and contacts.
• Identify route cause for breakdowns in order to effectively report and improve processes
• Liaise with budget holders to manage/balance financial implication of incidents
• Understand, translate and communicate new products and services, ensuring that all audiences are taken
into consideration
• Challenge and change working practices which do not support the right customer experience, ensuring
feedback loops are implemented and addressed in a timely manner.
Further previous employment in brief
2005 – 2011 Corporate Customer Services Team Manager o2uk
2004 – 2005 Business Customer Services Team Coach o2uk
2004 – 2005 Consumer Customer Service Advisor o2uk
Qualifications
7 GCSE’s & 2 A Levels: English Language, C, Political History, D
Higher National Diploma - Business and Marketing, Merit Profile
BA Business and Management top up degree
BA (hons) Criminology 2:2
ITIL Foundation qualification