The Customer Service Team at Gazprom Energy acts as the first point of contact for all of our Customers and Brokers, and therefore it is my responsibility to ensure that all members of the team are engaged and passionate to deliver the highest standards of service at all times. The main responsibilities of the team include answering all types of customer contacts within agreed SLAs ensuring first contact resolution, managing the customer on-boarding process from Contract Acceptance through to the first invoice and beyond, as well as maintaining regular contact with customers to maintain excellent customer satisfaction for the duration of the customer journey.

Key Responsibilities: • Team Management – Leading a team of six Customer Service Advisors to reach their full potential and meet all targets set, through regular 121 meetings, KPI Feedback and Performance Management. Training all new members of the team along with on-going personal development for existing members of the team. Creating incentive programmes and R&R to ensure individuals were rewarded for high performance and motivating the team to reach stretch targets. • Process Development and Improvement / Strategic Management – With the customer constantly in mind, I successfully delivered several process improvements whilst in this role. These not only reduced operational cost, but improved our Customer Satisfaction. After I had analysed Customer Feedback/VOC Results, I created business plans for the creation of new services for Senior Management. These were approved and I was able to manage the implemented changes, which proved to be successful. • Reporting – Responsible for producing a number of high-quality reports for key stakeholders, including senior management on a daily, weekly, monthly and ad-hoc basis. Key Achievements in this role:• Winner of Gazprom Energy R&R Award• Placed on Gazprom Energy’s High Potential/High Performance Programme• Represented Gazprom Energy several times at various Customer Experience/Customer Service Conferences• Implemented new team structure to improve team efficiency and service to the customer

• Team Management – Leading a team of around 15 staff, I was responsible for the successful day to day running of each shift. This involved training and manager kitchen, bar, waiting and cleaning staff to ensure that they were competent in all areas of the business and that the highest levels of customer service were delivered at all times. • Business Management – Responsible all back office activities such as P&L, team rota and wage processing, stock control and dealing with external suppliers.• Customer Service – Responsible for the Customer Feedback/Voice of the Customer Programme for the area.