Experience

• 

  Insite Energy

  • United Kingdom
  • Utilities
  • 1 - 100 Employee

  • Planning and Resource Team Leader

    • Jun 2022 - Present

    Ensure contract SLA’s are met for all repair call outs using both in-house and external resourceAchieve 95%+ utilisation of in-house field engineering resourceLease with clients in relation to reactive and planned repairsCreate and issue job cards via Big Change App (Maintenance Management System) to field engineersCreate and issue purchase ordersWork with Client Account Managers to achieve 98%+ meter health across ESCo Manager contracts and 95%+ across Insite Meter & Billing contractsLiaise with finance team to ensure client invoicing for works complete is up to date, accurateCreate and issue periodical Client Reports covering contracted O&M activitiesProviding technical support to clients and internal teamsSupport resolution of client / customer complaints relating to Insite maintenance servicesAttend client review meetings to support maintenance service reviews where requiredEscalate SLA non-conformance and service delivery issues / risks to senior managementMaintain effective team resource plans and liaising with HR team on recruitment needsReview team performance, identify training needs and plan / deliver training sessionsLiaise with other internal managers providing guidance and support where requiredAd hoc support and input to a range of internal monthly business reportsIdentify marker project sales and upsell opportunities for input to Insite Sales teamSupport sales bids and tenders with input of maintenance procedures, documents, accreditations etcManaging maintenance projects.Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.Developed open and professional relationships with team members to facilitate effective issue resolution.Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.Trained and supervised teamIntegrated process improvements to optimise overall workflow and efficiency.

  • Senior Technical Planning and Resource administrator

    • Dec 2020 - Jun 2022

    Training StaffComplains managementMonitoring scheduleManaging high level maintenance projectsTaking part in client meetingsSupporting engineer on siteCoordinating maintenance worksTroubleshooting smart meter faultsMonitoring fix lines connection status

  • 2nd line Support Administrator

    • Oct 2019 - Dec 2020

    Requesting purchase ordersProviding technical support to clients and residentsProviding support to engineersBooking maintenance visitsTroubleshooting issues with smart metersMonitoring site fix connections

• 

  Thomas Cook Group plc

  • Peterborough, United Kingdom

  • Service Request Analyst/ IT Service Centre Agent

    • Apr 2016 - Oct 2019
    • Peterborough, United Kingdom

    IT Service Centre Operations Analyst - Work Placement (October 2017- June 2018)- Involved in all areas of IT Service Centre Operations including requirements gathering and configuration/development of Thomas Cook tool-sets- Designing and creating new Service Request and Work Order Forms- Working on Quality Check process for Service Requests, - Testing new changes within Remedy- Creating reports using Smart Reporting; - Helping to manage Service Request Consolidation Project and Azure Authentication Project- Creating/modifying/deleting MyIT Data Foundation- archive 99% tickets resolved within SLAService Request Analyst/ IT Service Centre Agent - Helping to coordinate Work Order Novation Project- testing new MyIT forms and Work Order templates, creating work progress documentation and Knowledge Articles for new work processes - Ensure that all submitted Service Requests are processed and prioritised, identifying what resources are required to fulfil them- Recognising Service Requests that require other teams to be involved- coordinating information flow between all parties working on those requests- Effectively manage relationships with internal and external stakeholders- Manage all Incidents and Service Requests from assignment to resolution, ensuring correct classifications are used and escalate major Incidents that have the ability to impact the operation of the business- Ensuring that vendors are provided with clear instructions and the customer is kept informedthroughout the full life cycle of the requests and incidents- Training employees on Service Requests/ created training plan and training checklist- Experience in supporting Windows, Microsoft 365, Active Directory, SCCM, VPN RSA Console, SAP PROD, VMware and various Network technologies

• 

  1st Choice Staff Recruitment Ltd

  • Peterborough, United Kingdom

  • Temporary Administrator

    • Feb 2016 - Apr 2016
    • Peterborough, United Kingdom

    Customer Service Administrator at Premier Global- Data Entry, Handling calls and general admin dutiesReceptionist/Showroom Host- Huntington Audi- Answering calls, emails, data entry, meeting and greeting visitors

• 

  FoodPack

  • St Helens

  • Warehouse Administrator

    • Feb 2015 - Feb 2016
    • St Helens

    - Creating and checking delivery and dispatch notes - Coordinating movement of product from production to warehouse to shipping - Arranging orders for dispatch- Working within both the office and warehouse- Accurate data entry and record keeping- Maintaining and updating stock records- Dealing with incoming phone calls and emails- Monitoring stock availability, ensuring all data is processed in a timely manner- Chasing late deliveries and collections, dealing with the drivers, updating traffic sheet

• 

  SOLARCROWN UK LIMITED

  • Rainford

  • Telesales Executive

    • Dec 2014 - Feb 2015
    • Rainford

    - Booking appointments at the customer’s home and provide a survey and quotation- Consult the customer, recommending solutions based on their requirements and up-selling

• 

  Amazon Instant Video

  • Peterborough

  • Warehouse Operative

    • Apr 2008 - Oct 2014
    • Peterborough

    - Checking, scanning and packing the orders - Off-line task like: stock count, moving stock, picking and scanning sold discs into the system, preparing sold discs to be send to the customers, scanning new discs into the system- Working with Problem Solving Team ( taking out of the run broken discs, resolving problems with sending a wrong/ broken/ faulty discs to a customer, building every day reports, working on company dispatch system)- Training new employees

• 

  DKM Labour Solutions

  • Peterborough, United Kingdom

  • Warehouse Operative

    • Aug 2007 - Mar 2008
    • Peterborough, United Kingdom

    Amazon Warehouse- Checking, scanning and packing the orders

• 

  Gminna Spółdzielnia Samopomoc Chłopska

  • Chojna

  • Receptionist/Secretary

    • Jan 2007 - Jul 2007
    • Chojna

    - Presenting a professional and friendly first impression of the firm to all visitors and clients- Accepting mail( filing, distributing to individual departments)- Creating and storing documentation - Servicing customers - Answering phones, booking meetings, arranging couriers, respond to inquiries

• 

  Chojna Branch of the District Labour Office in Gryfino

  • Chojna

  • Office Clerk

    • Oct 2005 - Oct 2006
    • Chojna

    - Creating, maintaining, and storing documentation- Accepting mail (filing, distributing to individual departments) - Accepting, segregating and classifying documents - Servicing customers