Martin Tones Email & Phone Number

Durham, Gb

· Retains knowledge and expertise within EDF of the processes associated with the Settlements activity.· Delivers a plan of Continuous Improvement to Settlements back office functions to support EDF’s ambitions.· Undertakes root cause analysis to identify and understand complex issues, and explain their meaning to others in a non-complicated way.· Works collaboratively with offshore partners and other internal resources to deliver effective interfaces with other people and… Show more · Retains knowledge and expertise within EDF of the processes associated with the Settlements activity.· Delivers a plan of Continuous Improvement to Settlements back office functions to support EDF’s ambitions.· Undertakes root cause analysis to identify and understand complex issues, and explain their meaning to others in a non-complicated way.· Works collaboratively with offshore partners and other internal resources to deliver effective interfaces with other people and processes.· Creates and maintains back office work instruction and quality assessment documents, ensuring they are fit for purpose and remain aligned to industry standards and regulations, to enable accurate execution of Loss processes.· Understands the requirements driven by Industry Change, such as Ofgem’s Smarter Markets Programme, and deliver changes to internal processes and activities to ensure compliance.· Able to clearly communicate, coach and provide feedback to others about complex processes, including the transition of new activities for completion by external resources, to ensure high quality output.· Participates in Activity Assurance reviews and undertake detailed process mapping in line with EDF’s set standards, to ensure compliance with Industry Standards and Regulation.· Undertakes analysis and validation of reporting to ensure accuracy of submissions to internal and external stakeholders, providing appropriate insight to the Settlements Activity Manager. Show less

• Working with third party field force service providers to help their data leads in improving the data provided by their engineers on metering appointment job results for both smart and legacy jobs with the aim of reducing the number of exceptions received.• I have also taken up and covered Analyst reporting to two third party field force companies in terms of daily handshake reports, missing or incorrect data and outstanding work. • Quality assurance provided to both onshore and… Show more • Working with third party field force service providers to help their data leads in improving the data provided by their engineers on metering appointment job results for both smart and legacy jobs with the aim of reducing the number of exceptions received.• I have also taken up and covered Analyst reporting to two third party field force companies in terms of daily handshake reports, missing or incorrect data and outstanding work. • Quality assurance provided to both onshore and offshore agents in terms of meter mix up queries. • Clarifications provided to the offshore meter mix up team to help them clear meter mix up cases. • Updating current work instructions for all metering processes including work items to adjust them into a modular approach in line with transition to robotic automation. Three of the processes I covered have now been written and are worked by robotic automation.• I have also completed analysis on complaints related to meter mix up cases to establish the root cause and to micro manage the cases to completion as soon as possible before the customer is signposted to the ombudsman. Show less

• As a business support analyst I work each day applying data fixes to accounts and providing user education where an agent can update an account themselves with an emphasis on improving the advisers knowledge and automating as many processes as possible. • Delivered efficiencies through streamlining of manual activities, process automation and other appropriate methods to optimise back office processes. Completed comprehensive analysis and presented costs verses benefits to provide the… Show more • As a business support analyst I work each day applying data fixes to accounts and providing user education where an agent can update an account themselves with an emphasis on improving the advisers knowledge and automating as many processes as possible. • Delivered efficiencies through streamlining of manual activities, process automation and other appropriate methods to optimise back office processes. Completed comprehensive analysis and presented costs verses benefits to provide the basis to secure buy-in to proposed changes from relevant stakeholders.• In this role I liaise with all areas of the business including: complaints, industry, SME, Prepayment and Back office optimisation team as well as external stakeholders of large multinational businesses. • Carrying out detailed analysis to identify the root cause of system issues; through these focus insights I’ve already managed to implement my own industry change request which was accepted by the business. Show less

• Completed analysis on multiple back office roles and Work item work streams as well as providing system extracts to provide updates to senior management to determine where improvements could be made• Attending teleconferences on a weekly basis to monitor and improve our partners back office production by liaising regularly and building up great relationship with the management team and other process experts. • Dealing with complex Meter-Mix up queries, whilst making outbound calls to… Show more • Completed analysis on multiple back office roles and Work item work streams as well as providing system extracts to provide updates to senior management to determine where improvements could be made• Attending teleconferences on a weekly basis to monitor and improve our partners back office production by liaising regularly and building up great relationship with the management team and other process experts. • Dealing with complex Meter-Mix up queries, whilst making outbound calls to gain information to resolve the issue• Training colleagues on Metering activities and back office work Items• Writing process documents for offshore as well as onshore as well as updating old documents with new regulatory information• Experience on calculating billing code after identifying accounts that had issues and required payment authorization. As well as being a point of contact carrying out billing work alongside metering activities • Carried out large scale training activities, as a subject matter expert in metering and a point of contact for the business. • I completed a full knowledge transfer with our offshore partners via WebEx and telephone conferencing to complete Back Office work items. We continued to track performance and complete calibration sessions to increase quality. Show less

• Working closely with all gas Meter Asset Management stakeholders to ensure all data is correct on both internal and external systems• Attending teleconferences with Team Managers as well as Business Architects to discuss new ways of working as well as identifying more streamlined ways of working from a lean point of view • Experience in project management, implementing new processes to ensure that all Meter Asset Manager and metering information is correct across our system, Xoserve… Show more • Working closely with all gas Meter Asset Management stakeholders to ensure all data is correct on both internal and external systems• Attending teleconferences with Team Managers as well as Business Architects to discuss new ways of working as well as identifying more streamlined ways of working from a lean point of view • Experience in project management, implementing new processes to ensure that all Meter Asset Manager and metering information is correct across our system, Xoserve and the Meter Asset Managers records• Point of contact for all departments of the business in terms of gas records, working closely with the gas appointments team to ensure best practice is followed• Training advisers in order to complete new work streams Show less

• Taking inbound customer service calls on customer queries. • Reaching and maintaining area targets of calls per hour and average handle time.• Floorwalker on Legacy systems• Assisting managers in quality checking work whilst providing constructive feedback to advisers.• Promoting products and services• Acting as a point of contact for the department • Carrying out various back office activities