My experience includes the following:Sectors I have vast experience in: Energy - gas, electricity and Heat NetworksCommunications - mobile, landlines, broadband and T.VExternal• High level research into complaint trends for external companies• High level insight to external companies to reduce complaint volumes and improve customer service• Site visits, conference calls, Microsoft Teams and Skype meetings to present and contribute to the improvement of the energy industryInternal• Delivering training and providing support and guidance to internal staff including:o Investigative Skillso Decision Making and Decision Explanationso Report Writing o Telecommunications Skillso Smart Remedieso Data Accuracy• Investigative skills:o Analysing complex informationo Decision Makingo Decision Explanationo Report Writingo Telecommunicationo Mediation• Dealing with complex cases • Preparing and Presenting to all staff• Over 10 years people managemento Performance Managemento Meeting KPI’s and SLA’s in a fast paced environmento Coachingo Project ManagementCompleted Courses• Professional Award in Ombudsman Complaint Handling & Dispute Resolution• Professional Certificate in Ombudsman Complaint Handling & Dispute Resolution• ILM Level 3 First Line Management• Internal QMS Auditor (IRCA)• Consumer Law• Project Management• Mediation• Presentation Skills• Conflict Call Handing