Customer Account Manager

• Oct 2020 - Present

Quality Assurance Analyst

• Dec 2017 - Oct 2020

I have developed and delivered training on quality monitoring procedures, systems and industrial standards. I make sure all standards are consistently reviewed, updated and trained out so they evolve with the respective departments and legislation in multiple disciplines. I have improved the quality scoring in every department under my operational remit, helping Engie become the first UK Shared Service Centre to gain an Institute of Customer Services accreditation.I coach, mentor and motivate staff not only through coaching and training but also help create new exciting ways to drive towards customer excellence, staff engagement and development.Analysing performance by gathering relevant data and provide statistical reports on a daily, weekly and monthly basis to Team Leader, Operational Management and Senior Management levels.I have a detailed knowledge of GDPR legislation, OFGEM regulations and customer service values ensuring all work is structured to incorporate the highest industry standards. Thus, being an integral part of Engie’s Home Energy department become one of only two energy supply companies to achieve a five-star Trustpilot rating.Identifying opportunities for service development, through analysis of key metrics and an experienced understanding of the customer journey allows me to implement effectively focused initiatives and projects. I analyse complex, aged complaints, making sure correct working practices have been followed. Verifying information to make sure correct knowledge and behaviours are observed from the agents, regularly resolving complaints before they reach the ombudsmen.I am part of a dynamic recruitment team that successfully brings new staff into the business andalways ensure that successful relationships are built at every level, by being the conduit between operational teams, clients, third party organisations and accrediting bodies. Show less

Customer Service Team Lead

• Apr 2017 - Dec 2017

I managed a team of 8 advisors. Supporting and deputising for the operational manager regularly by being the only senior member of staff on the late shift between 5-8pm and Saturdays where I managed team of up to 12, making sure all operational work was kept in line and on target with the daily, weekly and monthly KPI’s.Drove motivation by setting clear objectives. Making sure all staff were pulling in the same direction with daily team huddles and feedback sessions, inline with the Engie’s values. Helping embed a culture of ownership and customer care excellence in the team.Provided performance management reviews with all staff in 1-2-1 feedback sessions. Helping staff not only recognise and eradicate weaknesses by setting SMART objectives on personal improvement plans, but also improve and build on strengths in personal development plans, helping to facilitate confidence building and their promotion potential.Performance reporting, taking data directly from the CRM and feeding back in reports and presentations to operational management regarding call times, follow up calls, after call work, staff breaks etc.I Supported my team and the rest of the operational operating staff by dealing with escalated queries and complaints.By being a proactive CRM system administrator, I made sure all staff were logged on and ready to take calls when their shifts began, changed log in passwords and strategically manged call KPI’s by moving extra agents into the hardest hit call queues etc. Making sure all staff had fully functioning equipment. Show less

Customer Service Agent

• Oct 2016 - Apr 2017

Developed a comprehensive knowledge of the energy business, helping me to further develop relationships with Home Energy customers on behalf of the company and make sure Engie customer’s needs have been met.I advised staff on complex queries about energy supply and dealt directly with irate customers that had serious and complex complaints.I have also participated in recruitment assessment centres, presenting directly to the new Home Energy Customer Service staff.

HB Overpayments Recovery Officer

• Sep 2006 - Oct 2016

My role was wide ranging and involved working with many departments and staff at all levels from Directors to Clerical levels. Working to extremely tight deadlines I identified cases of Housing and Council Tax Benefit overpayment and organised collection within legislative guidelines. Investigated uncashed benefit payments and if required, reported and escalated potentially fraudulent activity, produced documentation to the relevant court standards. Worked to deadlines with accuracy and efficiency as this information was used for Police Enquiries, MP Enquiries and Corporate Complaints. Kept excellent statistical records. Managed finance through allocation of cash payments, took electronic card payments and the administered cheque refunds. Show less

Administration Assistant

• Sep 2001 - Jul 2006

Administered annual leave/employment hours using Delphi HR system. Trained staff in IT systems, emergency point of contact for Enforcement Officers. Created and proof-read documents for public and professional use, stock ordering, invoicing, petty cash. Bank and Cash Reconciliations. Administered annual leave/employment hours using Delphi HR system. Trained staff in IT systems, emergency point of contact for Enforcement Officers. Created and proof-read documents for public and professional use, stock ordering, invoicing, petty cash. Bank and Cash Reconciliations.