Fiona Fleming Email & Phone Number

Interim Senior Leader / Director with a wealth of experience of stepping into Customer Service environments, transformation programmes and turnaround situations, delivering tangible results quickly. Significant focus on mentoring, supporting and developing incumbent teams to take improvements forward.

London Area, United Kingdom

Part-time consultancy support to :-• create a plan for the turnaround of the Energy Retail Customer Services Operation • review the Solar and Battery Installation business to ensure it was fit for purpose and scaling for growth, creating and supporting the implementation of an improvement plan across a number of workstreams.

Dorking, England, United Kingdom

Consultancy support to turnaround the leadership and 3-year delivery plan for SES Business Water post Covid and a change in leadership. Implemented a new operating model and a plan that the leadership team were bought into, delivering significant change in customer and financial performance, and how the teams worked together and with Shareholders, Regulators, and 3rd parties.

Home Based

Birmingham, England, United Kingdom

Set up and ran the programme to replace the CRM / billing systems, market messaging managed services, customer self-serve portal, on-line quote and sign-up tool, and the DCC Adaptor for Smart Meter communications. Operational readiness of ~140 people and new operating model; re-build of systems architecture; controlled migration of complex data for ~125k customers.. Successfully delivering to agreed scope and timescale, within budget and compliant.

Bournemouth, England, United Kingdom

Accountable for :- delivery of all customer facing services; end to end back office processing from on-boarding, metering and settlements, billing, to customer losses; complaint handing; customer experience; and creation of a smart model officeRefocused the Customer Operations team, delivering significant turnaround of customer and financial performance, clearing down large customer, billing and metering backlogs, getting all operational KPIs within target, improving contact handling performance, and increasing TrustPilot ratings

Milton Keynes, England, United Kingdom

Led the operational performance turnaround of customer onboarding, billing, debt collection, and metering and settlements

Chippenham, Wiltshire, United Kingdom

Chippenham, Wiltshire

Leading the Customer Services team at Good Energy across the inbound Contact Centre; Billing, Debt Collections and Back Office Processing; Metering Operations and Industry interfaces; Complaint Handing and Customer Experience; and support functions. This covers "business as usual" work activities, together with significant growth and transformation initiatives.

Amersham / Flexible Working Locations

A self-employed Management Consultant, specialising in Operations turnaround and improvement initiatives. Having held senior leadership positions in Customer Operations (Utilities and Retail), I'm now using this experience to deliver significant changes and embed them in the culture of the operations environments that I'm working within.Experience is wide-ranging including:-• Developing and implementing innovative Customer contact strategies• Significant service improvement programmes whilst simultaneously reducing cost to serve• Leading Customer facing teams through the implementation of new CRM and Billing systems, bridging the gap between IT and Change Transformation teams, and Customer Service teams • Operational transformation, prioritising and driving essential changes to improve Customer deliverables and operational efficiencies• Designed and launched a Centre of Excellence to deliver a totally new service for Customers from initial Customer engagement through to enduring service delivery to these Customers• Led B2C Billing Operations transformation to create service organisations shaped around their Customers to deliver operational excellence, with clear and measurable accountabilities

Leeds, United Kingdom

Programme Lead for a number of improvement initiatives in npower's domestic customers business with significant customer and £multi-million commercial impacts:- 1. Apr 2014 to Dec 2014 - set up and ran the Revenue Leakage Programme to reduce the gap between the value of energy purchased and energy billed to customers. Co-ordinated a number of work streams to determine root causes of gaps, operationally work accounts causing gaps, identify and deliver systems changes, determine enduring MI requirements, and agree an enduring Target Operating Model to optimise revenue delivery. Met stretching 2014 financial targets.2. Sep 2013 to Mar 2014 - re-shaped, resourced and co-ordinated a Billing Taskforce in a complex organisational situation to reduce the number of late billed customers at npower following a systems migration of 5.2m customers from legacy systems to SAP CRM and SAP Billing. Work streams covered root cause analysis, operational recovery, customer communications, IT fixes, and data cleanses. The taskforce delivered its targets, significantly reducing the number of customers in a late billed situation and the billing of £multi-million in value. 3. May 2013 to September 2013 - created an implementation plan to resolve significant customer data mismatches between the CRM and Billing systems. Set up technical resources to run bulk data cleanse routines to fix mismatches and agreed a best practice structure with defined roles and responsibilities to build quality into the end to end process to minimise future mismatches.

Various

Leading the implementation of SAP Metering, Billing and Invoicing into npower’s Residential Customer Service back office operations, including operational transformation, prioritising and driving essential changes to improve Customers outputs and efficiencies, and ultimately optimisation of Customer experience and cost to serve reduction

Various

Designed and launched a Centre of Excellence to deliver a totally new service for Customers from initial Customer engagement through to Smart meter exchange and on-going service to these Customers• Delivered new End to End Customer journeys and processes, a first for e.on, achieving Customer Net Promoter Score of +60 for the Customers serviced by the centre, an improvement of 60 NPS points on the core businesses• Grew the Centre by 300% in the first 4 months of operation, with new people selection and development strategies focused on competencies• Delivered significantly higher than targeted Customer conversion rates

Various

• Led the Residential Billing to create a service organisation shaped around its Customers to deliver operational excellence, with clear and measurable accountabilities • Delivered billing performance improvements (timeliness and accuracy) resulting in 300k Customers’ Billing backlogs being cleared, releasing £30m cash flow and implementing control processes and governance to ensure the improved performance would be maintained. Implemented a billing performance dashboard to track Customer Billing performance and to highlight areas for targeted action• Created a recognised performance management and enhanced colleague engagement culture in Residential Billing at e.on, resulting in colleague engagement scores improving by 40 points (colleague NPS)

London, United Kingdom

Provided expert input and business sector expertise to Firstsource for their development of their capability to provide outsourced solutions to the Retail sector

London, United Kingdom

Planned and implemented 3 major process improvement workstreams targeted to deliver improved service to customers, increased first time resolution, and significantly reduced costs, resulting in a Customer NPS increase of 17 percentage points in 8 weeks

Newcastle Upon Tyne, United Kingdom

• Led the operational transformation in a complex customer solutions team with significant customer backlogs, process inefficiencies and poor quality. In 3 months delivered a 42% reduction in backlogs directly impacting Customers, whilst improving quality and reducing cost per customer handled through process improvements and operational performance leadership• Drove a cross business complaint reduction programme in a matrix structure, delivering +50% reduction in aged customer complaints in the 1st 3 months

Belfast, United Kingdom

Delivered operational and customer process stabilisation of Billing for Energia, Viridian’s B2B brand, through the development and implementation of a governance framework, resulting in an 86% reduction in the value of bill errors in 3 months, sustained beyond this period.

London, United Kingdom

Providing operations expertise to Firstsource for their BPO bids on key benefit drivers and deliverables for outsourcing UK energy operations

Mba, Business Administration

Residential Executive MBA whilst working full time and taking on a new role (promotion).

Postgrad Diploma, Personnel Management

Bachelor Of Arts - Ba, Accountancy, 2:1

Gces And A Levels