Billy Waugh Email & Phone Number

Prepared and presented reports to senior management & board on service performance, challenges and achievements. Developed and managed department processes. Expanded customer base by maximizing contract profitability through effective negotiations and customer relationship management. Established performance metrics and monitored individual progress. Produced comprehensive data logs and marketing resources including PowerPoint packs and Excel for data tracking and delivered training sessions to enhance team and wider business capabilities. Developed and implemented strategic plans to enhance service delivery with a view to improving customer satisfaction metrics annually.

Provide effective troubleshooting solutions for customer's metering issues by working closely with suppliers, MOP's and internal teams at Zenergi. Maintained and reported on the MOP/DC framework portfolio to ensure its successful operation. Ensure proper contract appointments, compile quarterly reports for management on portfolio health and growth and address any MOP/DC queries either internally or from customers.

Southampton/Remote

Oversaw billing and validated the data for all business clients of Zenergi receiving energy from either Total Gas and Power and Smartest Energy. Handled other crucial business projects along with timely and precise invoicing. Supported the successful functioning of the team by aiding a remote team leader in daily operations. Enforced basic rules and regulations to maintain discipline and minimise misconduct.

Southampton/Remote

Managed and coached a development-focused team. Implemented effective training programs and facilitated seamless communication among complaints staff. Enhanced customer experience by addressing inquiries, managing escalated manager calls and reviewing official written correspondence for quality assurance in fast-paced workplace. Stepped in to oversee teams in absence of managers.Undertook role as a stepping stone to team management.Achieved expectations for both additional duties and regular responsibilities.Maintained a 99.7% compliance score during my final year at Utilita

Southampton/Remote

Managed and resolved complaints regarding engineering operations. Maintained positive company reputation while liaising between contractors and customers. Collaborated on the design of the complaints management system, while taking ownership of crafting most of its original processes.Shifted focus from senior complaints handler responsibilities to driving enhancements within one sector of the complaints team. Collected, examined and assessed data for clues on possible causes of problems and used results to suggest preventive or corrective actions. Acknowledged and responded to customers' concerns within set SLAs for compliance with company standards

Southampton/Remote

Transitioned to Utilita and effectively utilized skills gained at SSE. Managed complaints received from customers, The Energy Ombudsman, MPs, and other third-party arbitrators. Delivered timely resolutions by leveraging my expertise in managing dispute resolution activities between customers, vendors and internal teams. Reviewed company policies and procedures regularly, recommending changes to reduce future complaints. Managed and resolved customer complaints efficiently, aiming for quick resolution and customer satisfaction.

Basingstoke/Remote

Led a geographically dispersed team of approximately 250 members to encourage creativity in the company. Effectively collated new business solutions, leveraging PowerPoint to create compelling business cases and presentations demonstrating a range of innovative ideas that significantly improved time management and generated revenue. Managed smooth operations and communicated timely updates to coordinate administrative activities. Managed the coordination of virtual and in-person meetings, utilising technology to support global collaboration. I left SSE as I took voluntary redundancy.

Basingstoke, England, United Kingdom

Executed job responsibilities across multiple departments for a continuous duration of 8 years.Contributed to different departments like Prepay team, Warrants, Credit Management, and General complaints team. Handled both telephony-based and written correspondence duties.Successful development of new skills through an exciting learning process enabled me to excel as a complaints handler. Coordinated with legal and regulatory teams to ensure compliance in complaint resolutions, mitigating risk for the company.