Logan Doody Email & Phone Number

Melbourne, Victoria, Australia

- Administrating the CER's accreditation for installers and designers under the Small-scale Renewable Energy Scheme (SRES).- Liaise with accredited installers to ensure non compliant installations are rectified. Collate proof of rectification from installers and work with the technical team to ensure rectifications are completed to a satisfactory standard according to Australian Standards.- Escalate actions for repeated non compliance, including issuing Show Cause letters and suspending/cancelling accreditation of installers who repeatedly install non compliant system or refuse to rectify issues.- Process case referrals from consumers, Clean Energy Regulator, Solar Victoria and other external parties.- Administer the New Energy Tech Consumer Code (NETCC). Receive complaints from consumers regarding Solar and Battery retailers. Investigate complaints and request information from both parties before analyzing information and determining if breaches of the NETCC code have occurred.- Assist project manager improvements programme for our Salesforce. Liaise with managers of compliance and operations team to confirm what improvement tickets are top priority, then work with business analysts and IT team to implement tickets in a timely manner.

Auckland, New Zealand

- Assisting development teams with prioritization of improvements.- Assisting stakeholders with documenting user story requirements and create current state and future state process documentation for use by the development teams.- Assisting testing team with User Acceptance Testing and ensuring the upcoming release is business ready by informing the wider stakeholder (e.g the Customer Experience team) is aware of the upcoming changes.- Managing relationships with external third party partners such as Electricity distributors and Metering Equipment providers. Being a strong and confident escalation point for the business to go to if needing assistance.- Updating process documentation and creating new process documentation when required.- Assisting our compliance team to complete annual New Zealand Electricity Authority audits to ensure we remain certified as an NZ Electricity retailer.- Ensuring monthly reconciliations files are provided to external parties and are accurate (e.g in NZ ensuring EIEP and Reconciliation Manager files are provided by required time frames).- Processing daily reports to ensure our records are up to date.- Raising system issue tickets with our technical teams to investigate any potential bugs with our in house systems (e.g CRM, reporting databases).

Auckland, New Zealand

- On boarding and training of 10 temp Customer Experience agents, bringing them up to speed accurately and quickly to enable supporting the existing Customer Experience team with increased traffic due to a marketing campaign.- Day to day management of my assigned temp CX agents, ensuring they were well supported and had everything they needed to succeed. - Monitoring interactions by CX agents, assessing their conversations with customers using a standardized test and reporting any trends or risks back to the head of Customer Experience in monthly catch ups.- Updating process documentation and creating new process documentation when required.- Liaising with temp agency to provide updates on how their contractors were performing, and escalating any potential issues to relevant person.

Auckland, New Zealand

- Ensuring customers had the best possible experience while with Electric Kiwi as their power supplier.- Subject Matter Expert for the Faults & Outages segment. This meant I was the go to escalation point for any customer faults or outages, and ensure that reconnections and fault jobs were followed up ASAP to ensure customers were not left without power for long.- Responding to customers through any of our mediums of communication (Live Chat, Email, Phone Call).- Updating process documentation and creating new process documentation when required.- Assisting our Social Media team with covering our Social Media channel (Facebook, Google Reviews) to ensure any posts or complaints are responded to in a timely manner and are responded to in the correct tone.- Training new CX staff that come into the Faults & Outages team.

Australia

- Assisting development teams with prioritization of improvements.- Assisting stakeholders with documenting user story requirements and create current state and future state process documentation for use by the development teams.- Assisting testing team with User Acceptance Testing and ensuring the upcoming release is business ready by informing the wider stakeholder (e.g the Customer Experience team) is aware of the upcoming changes.- Managing relationships with external third party partners such as Electricity distributors and Metering Equipment providers. Being a strong and confident escalation point for the business to go to if needing assistance.- Updating process documentation and creating new process documentation when required.- Assisting our compliance team to complete annual New Zealand Electricity Authority audits to ensure we remain certified as an NZ Electricity retailer.- Ensuring monthly reconciliations files are provided to external parties and are accurate (e.g in NZ ensuring EIEP and Reconciliation Manager files are provided by required time frames).- Processing daily reports to ensure our records are up to date.- Raising system issue tickets with our technical teams to investigate any potential bugs with our in house systems (e.g CRM, reporting databases).

Australia

- Assisting development teams with prioritization of improvements.- Assisting stakeholders with documenting user story requirements and create current state and future state process documentation for use by the development teams.- Assisting testing team with User Acceptance Testing and ensuring the upcoming release is business ready by informing the wider stakeholder (e.g the Customer Experience team) is aware of the upcoming changes.- Managing relationships with external third party partners such as Electricity distributors and Metering Equipment providers. Being a strong and confident escalation point for the business to go to if needing assistance.- Updating process documentation and creating new process documentation when required.- Assisting our compliance team to complete annual New Zealand Electricity Authority audits to ensure we remain certified as an NZ Electricity retailer.- Ensuring monthly reconciliations files are provided to external parties and are accurate (e.g in NZ ensuring EIEP and Reconciliation Manager files are provided by required time frames).- Processing daily reports to ensure our records are up to date.- Raising system issue tickets with our technical teams to investigate any potential bugs with our in house systems (e.g CRM, reporting databases).

- Taking inbound calls from key Health and Science accounts (e.g local district health boards, universities) to order more specialized gas (e.g medical oxygen).- Creating orders for specialized gas mixtures using system software. Liaising with our production teams to provide accurate estimates for production times and following up on order delays.- Liaising with our delivery teams to follow up on late and missed orders and provide specific solutions to the customer to enure they receive their order ASAP.- Providing recommendations to customers around gas equipment (e.g regulators) and ensuring they are provided accurate and appropriate recommendations to purchase depending on what type of gas they have ordered.

Auckland, New Zealand

- Taking inbound calls, emails and Live Chats from potential customers querying stock levels, pricing, - Providing accurate and timely updates to customers wanting to follow up on existing online and in store orders, contacting suppliers if needed to escalate.- Processing online orders, checking against security measures to avoid fraudulent purchases being sent out.- On boarding new staff, and creating and updating process documentation.- Being a first contact resolution point for customers trying to call our local stores, to decrease the amount of time our in store salespeople have to be on the phone.

Bachelor Of Science - Bs, Ecology

Ncea