Bouchra Elogda Email & Phone Number

Horley, Gb

Horley Surrey

Execute and implement business strategy to deliver support in company’s business plan and timely delivery of AMR projects. Manage sub-contractors and liaise with suppliers to deliver project within budget. Collaborate with executive team members to examine project delivery and achieve targeted goals. Enhance customer experience and provide support in business development by reducing customer complaint, improving customer satisfaction and productivity rate, and developing performance improvement strategies. Build and maintain relationships with customers and stakeholders to ensure customer retention. Key Contributions: Improved project delivery tools to ensure maximum contribution of employees in meeting set targets by changing recruitment process. Merged two project delivery teams to meet company’s targeted goals and prioritise customer’s needs. Enhanced project delivery time scale by developing and maintaining relations with sub-contractors and stakeholders. Increased company’s revenue and delivered project in less than given budget by leading cross-functional teams. Improved recruitment and training process to enhance job satisfaction, drive retention and support colleagues career progress.

Surrey, England

Managed the teams of project co-ordinators and administrators to deliver high-quality customer service. Exceeded and met KPIs and other targets timely for efficient project delivery. Promoted positive and productive work ethics and motivated teams to deliver exceptional customer service for client retention. Identified and resolved customer issues, developed complaint procedures, and provided relevant suggestions on customer service improvement. Key Contributions: Delivered accurate installation of AMR meters for large customers including local authorities across the UK by managing AMR meters team. Supervised multi-utility projects to motivate team, execute various training programs, and maximise customer retention. Achieved all company’s goals by arranging performance review meeting and managing team development and progression through PDRs, and 121s.

Surrey, England

Provide consistently helpful, efficient and courteous Customer support on SavenergyOnline helpdesk, telephone and email as required. Effectively track installations and maintenance cases and provide proactive progress updates to customers. Review sales documentation and Purchase Order details prior to commencement of service to understand the scope of the project. Proactively liaise with installers, suppliers, meter operators etc. to aid migration to AMR. Commission SIMs and hardware as required in a timely manner. Effectively run standard reports to confirm setup and investigate queries and faults as required. Maintain accurate and up to date query records in centralised query database. Seek ways to improve processes and the service we give to our customers. Manage and maintain comprehensive service files, both paper and electronic in centralised folders Support and liaise with Stark Finance to ensure correct charges are passed onto customers. Resolve any customer issues with other departments within Stark as necessary in a helpful and timely manner. Demonstrate ownership of tasks, activities and projects and use initiative. Proactively always liaise with and quickly build rapport with customers and suppliers Proactive use of telephone and follow up with emails to maintain clear audit trail . Ensure performance statistics are met, accurately maintained and recorded. Undertake methodical administration as required. Participate in regular training/ learning activities to maintain and develop skills and knowledge.

Surrey, England

Support/manage the client relationship, including representing Stark Bureau at client meetings, running conference calls and professionally presenting data Identify and investigate errors and anomalies in client’s energy and cost data Develop new policies and procedures and ensure continuous improvement and innovation with existing processes Create and analyse Energy & Cost Verification reports and escalate discrepancies to the supplier and/or client Liaise with suppliers and clients to manage queries and disputes through to a satisfactory resolution Support/manage the on-boarding of new clients into the Bureau Services Recognise and escalate any potential financials risks to the Bureau Manager and the client Respond professionally and accurately to complex customer queries Set up and maintain property and tariff information in the client databases Creatively use Microsoft Excel to present all types of data Compare and analyse data within Excel Spreadsheets Input utility data as required Demonstrate ownership of tasks, activities and projects and use initiative Provide consistently helpful, efficient and courteous support to colleagues Ensure performance statistics are met and accurately recorded

West Sussex, United Kingdom, United Kingdom

Managing customer invoicing queries, dealing with refunds and ensuring all systems are updated.

Education record

Management And Leadership, 6

International Diploma In Customer Serives, Customer Service Support/Call Center/Teleservice Operation

Diplome D'Etudes Universitaire General, Law