Michelle Cooper Email & Phone Number

Experienced in the management of Risks and Incidents including the accurate identification, recording and maintenance of Risks ensuring controls are in place and risks mitigated where possible. Identification and reporting of all incidents in a timely manner, liaising with internal stakeholders to ensure corrective actions completed, linking into the Risk Register to ensure controls are in place to prevent repeated issues or further incidents of a similar nature.Responsible for Safety, Health and Environment which involves maintaining and interrogating the compliance tool, ensuring all incidents, near missed and hazards are recorded and investigated as appropriate. Carrying out regular site inspections to identify and eliminate hazards. Organising and coordinating First Aider and Fire Warden training. Communicating SHE related information provided by the Divisional SHE Lead to all site employees while liaising with the wider SHE Team and setting a personal example at all times.Contribute to the development of ‘change’ environment and encourage the ‘change’ ideology in others including inputs into impact assessments and creation of change requests for both internal and client-initiated changes.Providing Training and support during the roll out of projects ensuring that new policies and procedures are fully embedded end to end from roll out through to the control stage.Strong communication and facilitation skills allowing successful workshops and consultation sessions with internal and external key stake holders to identify requirements to ensure that the product or service is fit for purpose.Strong knowledge of Information security and GDPR; able to support operations identify potential breaches, understand next steps, identify any gaps in process or improvement opportunities whilst adhering to regulations and processes in place.

Peterlee, England, United Kingdom

Administration and co-ordination of both Internal and Client facing meetings including the production of PowerPoint presentations; a meticulous ability to identify and capture key points in meetings, maintenance and management of action registers keeping those accountable to deliver timescales set understanding when to escalate.Ensuring delivery of contractual obligations through gap analysis activity working with internal and client senior stakeholders to close any contractual gaps ensuring we remain compliant. Creation of materials such as Standard Operating Procedures(SOP’s) for staff to utilise keeping in mind ease of use and presented in an understandable format in order to create a learning tool for new and existing employees.

Houghton Le Spring, England, United Kingdom

• Providing a 5 star service to customers contacting npower with a multitude of queries on their accounts reaffirming that npower is the supplier of choice • Ensuring the best way forward for customers to remain on supply for both their gas and electric supplies, whilst also ensuring company policy and standards are adhered to• Resolving queries ensuring a first call resolution• Logging complaints correctly on company systems • Actively promoting npower services and products to customers

Peterlee, England, United Kingdom

• Providing a 5 star service to customers contacting npower with a multitude of queries on their accounts reaffirming that npower is the supplier of choice • Ensuring the best way forward for customers to remain on supply for both their gas and electric supplies, whilst also ensuring company policy and standards are adhered to