Working within an award winning project management team achievements include:• Delivery of the Government sponsored Energy Bill Support Scheme for eligible customers not held in SERL billing systems. Data-driven analysis on this cohort, with focus on project delivery and stakeholder management, ensuring we delivered on time and to audit requirements• Tracked and managed all Intra Group Agreements between Shell Energy, Shell and Third Parties ensuring these were terminated before the sale of Shell Energy to Octopus Energy, liaising with the Exec team• Working within a multi-faceted project team to build and deliver a new data cleanse asset, assessing the deployment and feeding back technical requirements based on gap analysis• Produced process flows of the customer facing agent journey for our internal ‘Masquerade’ system, in addition to mapping the customer journey and user personas• Conducted impact assessments with internal teams around One Touch Switching, a telecoms initiative driven by OFCOM to make switching telecoms packages faster and easier for consumers in the UK, helping to prioritise and categorise risks for teams involved

Senior Billing Analyst

• Resolving complex customer dispute cases within SLA; analysing and fixing sensibility and calculation errors in order to collect unbilled revenue before live loss; track and produce graphs to be presented at stakeholder meetings regarding incoming and outgoing unbilled revenue associated with sensibility and calculation workstreams• Liaise with numerous internal departments to ensure relevant industry information is updated and resolution for customers is reached as quickly as possible • Sound knowledge of energy industry processes, terminology, systems and software is needed

• Resolution and case management of complex billing dispute issues for customers; inbound and outbound calls and emails; liaising with multiple internal departments to ensure fast resolution • Prior to maternity leave supported management in resolving executive and ombudsman complaints, training of new starters, taking escalated calls and performing quality checks on team members to ensure cases were worked to a high standard

• Sales Assistant in the busy Selfridges concession• Delivering world-class customer service, helping visual merchandise the store and selling beautiful homeware, clothing, bags and accessories to customers• Handling admin duties such as keeping KPI, BSI and commission sheets up to date, telephoning customers, other stores and head office as required and answering emails• Trained on the Futura Retail Management system.