Jack Klar Email & Phone Number

Reading, GB

Reading, England, United Kingdom

Reading, England, United Kingdom

• Ownership of the publication cycles of tariff documents and service offerings for the non-household (NHH) and new appointments and variations (NAV) markets.
• Review and overhaul of incentive schemes related to the non-household market.
• Delivery of new services for the NHH and NAV markets, including the definition, costing and operational outline.
• Key contact for complex and legal queries regarding operational and NHH market data.

Reading, England, United Kingdom

• Management over 60 online stores for artists, brands, and record labels to generate £125k gross sales per month.
• Direct client management in all aspects relating to the store including onboarding of new clients, release campaigns, Black Friday, and any other sales or promotions.
• Distilling exports of over 20,000 data items of customer, order, and stock data into detailed site health, ordering trends and pre and post release reports.
• Produced monthly profitability reports covering the last three months, last six months, last year and all-time sales data across all stores.

Reading, England, United Kingdom

• Resolved complex market disputes between Thames Water and other trading parties in the NHH market, driving over £3m back of unpaid revenue back into the business.
• Used existing knowledge of regulatory and contractual obligations to create a simple summary outlining the root cause of a dispute and at least two solutions, ensuring responsible managers were informed and actions.
• Supported the raising of a formal dispute through the analysis and classification of over 2500 individual disputes, resulting in the other trading party releasing £2m of unpaid revenue to the company.
• Reported key and core issues to senior management while working with individual teams to integrate solutions, resulting in a 35% reduction in complaints.

Reading, United Kingdom

• Lead and coached team of ten, increasing the overall performance by 30% while we continued to meet legal, contractual and service level agreements.
• Resolved ongoing disputes and complaints driving £1.4m of unpaid revenue into the business.
• Designed a new process to identify missing properties in the NHH market, with a projected value of £150k.
• Lead data improvement projects on meter location co-ordinates and descriptions, improving meter read success rates by 25%.

Exeter, United Kingdom

• Lead, developed and delivered a new developer services process with an offshore partner, removing 50% of onshore market update activities while maintaining upper quartile performance in the impacted service.
• Training creation, refinement, and delivery for the team and other business units, involving reducing a three-week induction plan to a modular training program that could range from one to five days depending on.
• Represented the company at industry meetings relating to operational and technical improvements in the NHH market, reporting back to all levels on any developments or upcoming changes.
• Built and maintained relationships with senior management across operational, financial, regulatory and customer service teams within the company as well as the market regulator and other trading parties in the NHH.

Exeter, Devon, United Kingdom

• Ingested and applied over 60 regulatory code documents to define how the Wholesale Service Desk would operate 48 processes and meet their service level agreements introduced with the NHH market, with the company.
• Managed all systems testing, assurance and upgrades for the team involving both external and internal systems.
• Coached existing and trained all new staff into the team from January 2017 onwards including over 15 new temporary staff.
• Responsible for all escalated cases within the team, ensuring that any processes were adapted adequately while maintaining adherence to service level agreements.

Exeter, Devon, United Kingdom

• Ownership of the complaint lifecycle across all written forms of complaint and referrals from the Consumer Council for Water, responding to all within the set service level agreement.
• Translated the key complaint points into operational plans to engage senior managers with, highlighting specific areas of attention for each manager when multiple departments were involved.
• Management and completion of follow-on actions and follow up activities to enhance and reinforce a positive connection with the company.

Exeter, Devon, United Kingdom

• Received and responded to operational contacts from customers, involving emergency contacts for loss of supply, sewerage blockages and flooding, developer services queries and water quality issues.
• Consistently achieved average handling times within the required range of 250 to 350 seconds.
• Started on back office and case management activities in under three months.

Exeter, Devon, United Kingdom

As a Sales Advisor at Three UK I was responsible for both selling to new customers and ensuring that existing customers stayed. This role was mainly sales and target based, however it also included both fraud prevention and a requirement to understand the Data Protection Act.

Kelvin Grove, Queensland, Australia

During my time at Red Rooster I progressed from a Cashier to a Shift Supervisor, working as a multi-skilled agent and Crew Trainer between these roles. While my primary role was the service of customers, I was also responsible for the management of staff, stock, daily banking, training and health and safety.

Cmi Level 3 First Line Management, Operations Management And Supervision, Distinction

Diploma, Music Business

Studied a Diploma of Music Business

Qcs And Op, High School/Secondary Diplomas And Certificates