Experience

Occutrace

• United Kingdom
• Utilities
• 1 - 100 Employee

• Founder

  • Jun 2016 - Present

  Glasgow, United Kingdom Founder of OccuTrace OccuTrace help water wholesalers & retailers who want to improve the accuracy of their customer data by combining innovative mapping technology with a UK network of field agents. OccuTrace are on a mission to improve the accuracy of customer data for companies within the water sector. With more data available than ever before and increasing complexity in the water market, data accuracy is key to improve both your organisation's revenue and operations as well… Show more Founder of OccuTrace OccuTrace help water wholesalers & retailers who want to improve the accuracy of their customer data by combining innovative mapping technology with a UK network of field agents. OccuTrace are on a mission to improve the accuracy of customer data for companies within the water sector. With more data available than ever before and increasing complexity in the water market, data accuracy is key to improve both your organisation's revenue and operations as well as your clients’ customer experience. OccuTrace provide accurate customer data to water suppliers so they know exactly who occupies a property and for what period. This data allows them to identify unaccounted for water and improve billing accuracy, resulting in increased revenue and reduced time wasted chasing erroneous debt. With experience gained within the world’s first competitive water market OccuTrace can help improve and maximise the potential of your customer data. Schedule a call with David by emailing info@occutrace.co.uk or call 07912 966 160 Show less



Scottish Water

• United Kingdom
• Utilities
• 700 & Above Employee

• Business Change Consultant

  • Jan 2016 - Oct 2017

  Glasgow, United Kingdom Customer Experience Measure (CEM) Improvement Project – Wholesale and Retail Operational Improvement project established to improve service for all customers that come into contact with Scottish Water. The project utilises Scottish Waters CEM score to identify, and deliver improvements to customer service within the wholesaler-retailer and domestic services environment; * Utilise qualitative and quantitative service indicators to drive improvement in customer experience *… Show more Customer Experience Measure (CEM) Improvement Project – Wholesale and Retail Operational Improvement project established to improve service for all customers that come into contact with Scottish Water. The project utilises Scottish Waters CEM score to identify, and deliver improvements to customer service within the wholesaler-retailer and domestic services environment; * Utilise qualitative and quantitative service indicators to drive improvement in customer experience * Full process redesign from identification through to validation and sustainability measures; * Lead teams of cross functional colleagues to ensure timely delivery of improvement initiatives * Identification & validation of benefit cases for improvement initiatives Show less



University of Strathclyde

• United Kingdom
• Higher Education
• 700 & Above Employee

• Business Change Analyst

  • Sep 2015 - Dec 2015

  Glasgow, United Kingdom



Business Stream

• United Kingdom
• Utilities
• 200 - 300 Employee

• Project Work Stream Lead

  • Feb 2013 - Sep 2015

  Edinburgh, United Kingdom Lead multiple streams of work as part of projects in areas such as; Data Alignment & Business Transformation Responsibilities; * Initiation to close down of various work streams * Benefits case development & management * Wholesaler management * 3rd party supplier management * Internal resource management * Work stream governance * Development of quality monitoring and controls * Communication planning * Metrics reporting

• DCA Controller

  • Oct 2010 - Feb 2013

  My main duties are to help maximise recoveries by challenging the performance of external agencies and where necessary agree plans for improvement. Undertaking regular MI reconciliation activity as well as on-site visits/audits to ensure that at all external suppliers comply with regulatory and in-house requirements and are taking every opportunity to maximise recoveries. Resolve Collections related queries/customer complaints referred by agencies. Overall management of 3rd part debt… Show more My main duties are to help maximise recoveries by challenging the performance of external agencies and where necessary agree plans for improvement. Undertaking regular MI reconciliation activity as well as on-site visits/audits to ensure that at all external suppliers comply with regulatory and in-house requirements and are taking every opportunity to maximise recoveries. Resolve Collections related queries/customer complaints referred by agencies. Overall management of 3rd part debt collection agencies and legal service providers.



Search

• United Kingdom
• Staffing and Recruiting
• 700 & Above Employee

• Trainee Consultant

  • Jun 2010 - Aug 2010



Capquest Group Ltd

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Deputy Team Leader

  • Mar 2005 - May 2010



Allied International Credit

• Collections Associate

  • Aug 2003 - Mar 2005