Josh Kellerman

Freelance Contractor @Independent

🔥 Startup Founder✔️ IT⚖️ Legal🐦 Design🧑‍🔬 Engineer🧨 ConsultingUX/UI DesignerSystem AnalystDevOpsProduct ManagerProject ManagerTech SupportWeb DeveloperData AnalystBI AnalystLegal SupportBusiness AnalystAssociateAdvisorProduct ConsultantComputer engineer

A highly skilled freelance contractor experienced Head of Operations & Business Change with strong operational management, strategic development, business change and leadership capabilities spanning over a decade, delivering operational excellence and changes that transform corporate landscapes. Possesses extensive experience in various fields, demonstrating a high level of adaptability and proficiency. His professional expertise includes project management, strategic planning, and team leadership. Known for delivering high-quality work on time and within budget, often exceeding client expectations. Josh’s strong communication skills and problem-solving abilities make him a valuable asset in any project. Global rollout (132 locations) of Microsoft Teams Telephony and Video Conferencing decommissioning all Cisco and local solutions. Succeeded in driving the smooth launch of the UK’s fastest growing MVNO with bespoke technology stack, new vendors and service models. Managed the seamless migration of c. 1.2 million customers from in-house platforms to a new service provider whilst maintaining an un-interrupted service. Spearheaded a number of continuous improvements including the outsourcing of testing function that realised a £1m cost saving per annum, introduction of real-time rating, and establishment of auto returns & exchange process. Introduced the Agile ways of working for self-service offerings, realised improvements to the customer experience and reduced the time to market from four months to just two weeks. Established a dedicated contact centre support function following a successful proof-of-concept trial, and the subsequent roll out yielded a 12 point increase on the customer satisfaction score. Spearheaded the dissemination of standard operating procedures across the MVNO business unit to clarify roles, increase uniformity and enhance the level of contribution from all staff.

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