Experience

Mercury NZ

• New Zealand
• Utilities
• 700 & Above Employee

• Customer Care Manager

  • May 2018 - Present

  Accountable for the management of all customer escalations, Planned power interruption customer communications and reporting and development of pro-active customer communications

• Senior Manager Financial Journeys

  • 2017 - Present



Mighty River Power

• New Zealand
• Utilities
• 100 - 200 Employee

• Billing & Collections Manager

  • Aug 2014 - Present

  Billing for all Mercury brandsCredit ManagementCommercial operationsDebt collectionsRisk Management

• Customer Operations Manager

  • Sep 2013 - Jul 2014

  Premise and MeteringSmart meter deploymentsBilling for mercury EnergyCommercial OperationsSwitch and set-up Data management



Eskom Holdings SOC Ltd

• Utilities
• 700 & Above Employee

• Senior Consultant

  • Jan 2008 - Aug 2013

  Accountable for Optimise Customer Interaction Value Chain. This included Business process improvements, CRM system enhancements and customer service channels deleopment and deployment across 7 contact centres in 7 languages. Accountable for Optimise Customer Interaction Value Chain. This included Business process improvements, CRM system enhancements and customer service channels deleopment and deployment across 7 contact centres in 7 languages.



Umeme Ltd

• Uganda
• Utilities
• 700 & Above Employee

• Retail Manager

  • Oct 2005 - Dec 2006

  Managed the Retail Deprtment for a private electricity utility called Umeme Limited in Uganda. I manged the customer applications process, risk and Call Centre activities. Managed the Retail Deprtment for a private electricity utility called Umeme Limited in Uganda. I manged the customer applications process, risk and Call Centre activities.



Eskom Holdings SOC Ltd

• Utilities
• 700 & Above Employee

• Contact Center Manager

  • Oct 1998 - Sep 2005

  Managed one of 7 regional Contact Centres which had 45 seats delivering multiple services to 500,000 customers in 4 languages. Managed one of 7 regional Contact Centres which had 45 seats delivering multiple services to 500,000 customers in 4 languages.



Eskom Holdings SOC Ltd

• Utilities
• 700 & Above Employee

• Regional Pricing Manager

  • Jan 1989 - Sep 1989

  Managed Pricing policies and contacts for for all customers. Was involved in the design and implementation of time of use tariffs and residential pricing design.

• Area Delivery Controller

  • Oct 1985 - Aug 1989

  Managed the are retail activities which included customer applications, contracts, and front desk services to customers of the Margate district.

• Survey Technician

  • Jan 1975 - Sep 1985

  Power-line design, profiling, and topographical survey activites including sub-station set out and power line route designs