Manager/Director of a free hold public house, serving food and real ales, known for our live entertainment and quality food

Responsible for creating and managing business change/improvement within defined areas of Energy Services (being a change agent). Commissioning, analysing and supporting the successful implementation of this business change. Works with defined areas of the business to generate ideas for business improvement to support the business in achieving its strategic goals. Working with the business to develop the change programme for Energy Services as well as working with Retail through OS&RCM to… Show more Responsible for creating and managing business change/improvement within defined areas of Energy Services (being a change agent). Commissioning, analysing and supporting the successful implementation of this business change. Works with defined areas of the business to generate ideas for business improvement to support the business in achieving its strategic goals. Working with the business to develop the change programme for Energy Services as well as working with Retail through OS&RCM to ensure delivery. Then prioritises these improvements, communicating progress of their business changes (delivery and business benefits) and managing communication between that part of the business and the change community. Show less

What: Change agent for Metering, managing the ongoing change process, delivering continuous improvement, providing analyst services on ProjectsWhere: npower Energy Services Metering Development TeamKey Achievements:•Analyst on system/field expansion project, requirements gathering, updating project documentation, process mapping, Co-ordination of User Acceptance Testing, delivered March 31st currently in warranty period•Many in flight projects – gaining crucial experience in… Show more What: Change agent for Metering, managing the ongoing change process, delivering continuous improvement, providing analyst services on ProjectsWhere: npower Energy Services Metering Development TeamKey Achievements:•Analyst on system/field expansion project, requirements gathering, updating project documentation, process mapping, Co-ordination of User Acceptance Testing, delivered March 31st currently in warranty period•Many in flight projects – gaining crucial experience in building benefits cases•Developed and manage team Sharepoint siteSkills learned/Improved: Business Requirements Specifications, Business Solution Frameworks, Process Mapping, Benefits case development, Change Management Show less

What: Change agent for Energy Services, managing the ongoing change process, delivering continuous improvement, providing analyst services on ProjectsWhen: April 2010 – January 2012 Where: npower Energy Services Long Term Planning & Development TeamKey Achievements:•Developed requirements, designed User Acceptance Testing, delivered UAT for a field comms device upgrade project in Hometeam Service & Repair•Worked on Warm Wales Trial project looking to combine all Energy… Show more What: Change agent for Energy Services, managing the ongoing change process, delivering continuous improvement, providing analyst services on ProjectsWhen: April 2010 – January 2012 Where: npower Energy Services Long Term Planning & Development TeamKey Achievements:•Developed requirements, designed User Acceptance Testing, delivered UAT for a field comms device upgrade project in Hometeam Service & Repair•Worked on Warm Wales Trial project looking to combine all Energy Services products in one across MeterPlus, SPI and HomeTeam on 48 properties, facilitated process design workshops and reported ongoing progress of installation, managed lessons learned•Developed an end to end bid management system on Windows Sharepoint Services v2.0, provided training and support, managed migration to WSS v3.0, still used as of April 2012 – received personal thank you letter from Head of Development•Developed and managed team Sharepoint site•Ongoing Change Process management•Change process review following re-org, delivered change management training and implemented new process•Facilitated IGT opportunity for MeterPlus to become MAM and Debt Collector for customers of the national grid network, back office and multiple field co-ordinationSkills learned/Improved: Project lifecycle, Prince 2 methodology, Project documentation, Requirements gathering, Process Mapping, Facilitation, User Acceptance Testing, Change Management, Windows Sharepoint Services 3.0 Show less

What: Develop a culture of Continuous Improvement through training, support and delivery of process improvements across Energy Services (Hometeam/MeterPlus/SPI).When: March 2009 – April 2010 Where: npower Energy Services Development TeamKey Achievements:•Facilitated end to end review of Hometeam gas installation process, implementing new processes around payment collection, process improvements resulting in 2 FTE released for other work – received personal thank you letter from… Show more What: Develop a culture of Continuous Improvement through training, support and delivery of process improvements across Energy Services (Hometeam/MeterPlus/SPI).When: March 2009 – April 2010 Where: npower Energy Services Development TeamKey Achievements:•Facilitated end to end review of Hometeam gas installation process, implementing new processes around payment collection, process improvements resulting in 2 FTE released for other work – received personal thank you letter from Head of Development•Designed and implemented an end to end process for HomeTeam complaint handling with continuous improvement principles built in•Developed the system solution for the complaints process on Windows Sharepoint Services V2.0•Facilitated improvement drive in HomeTeam parts process, implementing new process across internal and external supply teams through process definition and issue management•Managed a suite of Sharepoint sites across Hometeam training others in the ongoing managementSkills learned/Improved: Advanced Sharepoint skills, facilitation experience, representing the business externally, Time Management Show less

What: Develop a culture of Continuous Improvement through training, support and delivery of process improvements across MeterPlus.When: August 2007 – March 2009 Where: npower MeterPlus Development & ChangeKey Achievements:• Managed CI comms across MeterPlus, feedback reporting, training updates, ongoing process improvements and a monthly column in the Meterplus newsletter• Delivered 1 day process improvement training to around 200 front line managers• Delivered cash flow… Show more What: Develop a culture of Continuous Improvement through training, support and delivery of process improvements across MeterPlus.When: August 2007 – March 2009 Where: npower MeterPlus Development & ChangeKey Achievements:• Managed CI comms across MeterPlus, feedback reporting, training updates, ongoing process improvements and a monthly column in the Meterplus newsletter• Delivered 1 day process improvement training to around 200 front line managers• Delivered cash flow benefit of around £20K to isolator workstream by reducing aged debt from 29 days to 0 using one-pager/A3 approach• Facilitated one day review of Opening reads process in Meter Reading resulting in increase of 22% collected reads with a cash value of £200K over a 12 month period• Worked with meter reading field managers to develop a generic managers toolkit, including reporting, holiday tracking and knowledge sharing – still used as of April 2012• Facilitated a group of call centre advisors to design and implement a front line improvement process which could identify and evidence potential field and back office issues and flag for further investigationSkills learned/Improved: Advanced facilitation and presentation skills, team working, virtual team working, process mapping, problem solving, requirements gathering, continuous improvement, Mini tab, data analysis, basic Sharepoint skills Show less

What: Disaster recovery and site crisis planning for MeterPlus field and back office, working in a support team with multiple functions. In this role I also became intranet editor for MeterPlus.When: January 2006 – Aug 2007 Where: npower MeterPlus Business SupportKey Achievements:• Developed detailed impact analysis and recovery plans for all MeterPlus functions and sites• Designed, co-ordinated and facilitated scenario/simulation testing of all site crisis… Show more What: Disaster recovery and site crisis planning for MeterPlus field and back office, working in a support team with multiple functions. In this role I also became intranet editor for MeterPlus.When: January 2006 – Aug 2007 Where: npower MeterPlus Business SupportKey Achievements:• Developed detailed impact analysis and recovery plans for all MeterPlus functions and sites• Designed, co-ordinated and facilitated scenario/simulation testing of all site crisis plans• Identified a risk, analysed the issue, proposed a solution, got head of MeterPlus approval and implemented emergency lines for field staff contacting the office in an emergency• Assisted in actual crisis with power loss at a key site – defined critical processes on site and ensured continuous operationSkills learned/improved: Facilitation, document management, Microsoft office suite, basic process mapping, presenting, stakeholder management, basic comms planning, end to end business knowledge Show less

What: First point of contact for all metering queries in North East and Yorkshire area. When: February 2003 – January 2006Where: npower MeterPlus Business SupportKey Achievements:• Implemented new meter reading collection process• 1st dedicated call centre trainer• Learned new systems and wrote user guides for others• Worked in all roles, from taking calls, training, admin, emergency job managementSkills learned/improved:Data quality, Identifying repeating… Show more What: First point of contact for all metering queries in North East and Yorkshire area. When: February 2003 – January 2006Where: npower MeterPlus Business SupportKey Achievements:• Implemented new meter reading collection process• 1st dedicated call centre trainer• Learned new systems and wrote user guides for others• Worked in all roles, from taking calls, training, admin, emergency job managementSkills learned/improved:Data quality, Identifying repeating issues, front line business knowledge Show less