As a 15 year employee of SSE I have undertaken several roles with the company. These positions have enabled me to develop not only specific customer service and continuous improvement experience, but also a valuable and transferable skill set in this changing industry.During my time in the Continuous Improvement Hub I owned a number of process changes from start to finish, analysing the initial data to demonstrate that a problem exists through to devising a solution and implementing it into the business. With NewCo, the change was on a much larger scale, but my input was no less, getting the opportunity to help shape how the enquiry to resolution process would look in the future and presented my work to internal and external stakeholders of all levelsMy first 11 years with the company were spent in the Call Centre. I have a great passion for helping others and took great pride in achieving world class Net Promoter Scores for myself and my team. Utilising excellent communication skills, I developed and maintained successful working relationships with my peers and my direct reports and was asked to deliver a number of training courses to Advisors and Managers.