Glen Clayden Email & Phone Number

Glasgow, Scotland, United Kingdom

• Leader of a Team responsible for managing and reducing the more complex and oldest of billing issues within the company platform
• Day to day team management, including performance and KPI management, forecasting and planning
• Use Agile Methodologies to drive improvement and increase efficiencies across work streams
• Provide daily reporting to monitor trends, output and resolution rates across our work streams
• Also responsible for 3 teams from our offshore partners, driving their performance, KPI’s and workload management

Cumbernauld, Scotland, United Kingdom

• Leader of a Team that played an integral part in a platform migration with over 3 million customer accounts.
• Responsible for ensuring accounts were in a stable and correct status to enable them to be moved to the new platform
• Working with stakeholders and the business to determine priorities,timescales and potential fixes, whilst adhering to risk management and cost mitigation.
• Day to day team management, including performance and KPI management, forecasting and planning
• Use Agile Methodologies to drive improvement and increase efficiencies across work streams
• Create and deliver weekly reporting to senior management and the wider business to highlight trends, successes and areas for review

Cumbernauld, Scotland, United Kingdom

• Providing cover for Team Manager absence, taking ownership of the teams performance and ensuring SLA’s are adhered to.
• Support the existing Team Manager with day to day tasks, taking additional responsibilities in department meetings and reporting creation and presentation.
• Manage the backlog of reported issues, using trend analysis to identify and report potential larger scale issues needing further investigation
• Ensuring the reports are transformed into worklists for team members to be worked, reporting backlog figures to senior management
• Identify faults within the Customer Service CS System used within the Call Centre
• Test all fixes within a test environment using IBM Mainframe to ensure bugs do not reach the CS Systems and cause other unforeseen issues and minimise risk

Cumbernauld, Scotland, United Kingdom

• Identify faults within the Customer Service CS System used within the Call Centre
• Test all fixes within a test environment using IBM Mainframe to ensure bugs do not reach the CS Systems and cause other unforeseen issues and minimise risk
• Work within Strict SLAs to return accounts to the live environment in a fully working order ASAP
• Utilise time management to prioritise workloads and apply multiple small scale fixes concurrently
• Manage the backlog of reported issues, using trend analysis to identify and report potential larger scale issues for further investigation
• Provide Ad Hoc training and support for colleagues/managers/departments

Cumbernauld, Scotland, United Kingdom

• Member of Partnership Services dealing with final energy accounts outstanding with companies to seek payment/resolution in a timely manner
• Responsible for a personal allocation of >5000 outstanding energy accounts
• Provide telephony cover for inbound collections on an Ad Hoc basis
• Subject Matter Expert utilised for assistance with complex queries/knowledge gaps with CS and processes to help others achieve actions/goals
• Responsible for working Ad Hoc reports such as BOS Org.
• Provide assistance with the group domestic email basket, aiming to respond and resolve queries within the agreed SLA

Cumbernauld, Scotland, United Kingdom

• Member of the Pilot General Enquiries department in Scotland
• Helped to set the benchmark levels for KPIs including CPH, Availability and Sales
• Assisted with the Training of New Hire staff coming to the department
• Successfully promoted to Quality and Compliance role in 2010
• Team Member dealing with Routed Enquiries sent by telephony advisors, as well as CEAR Reports
• Compile daily reports such as the 7031 and pre-billing reports