Nicholas Coe Email & Phone Number

Bedford, England, United Kingdom

As a Business Intelligence & Reporting Analyst at Opus Energy, I’ve made significant contributions to our data-driven decision-making process. Here are some highlights:𝐄𝐧𝐞𝐫𝐠𝐲 𝐁𝐢𝐥𝐥 𝐑𝐞𝐥𝐢𝐞𝐟 𝐒𝐜𝐡𝐞𝐦𝐞: • Independently developed a sophisticated SQL script to handle energy price cap discount claims. • Aggregated data from 13 million invoices drawing insights from 30 database tables. • Effectively managed stakeholder expectations, resulting in positive feedback • Partnered with the compliance team on 7 successful audits of my work.𝐁𝐢𝐥𝐥𝐢𝐧𝐠 𝐒𝐲𝐬𝐭𝐞𝐦 𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐦𝐞𝐧𝐭: • Investigated 171 million invoice lines using SQL. • Uncovered a long-standing billing system flaw affecting a subset of customers from 2002 onwards. • Presented a financial impact assessment to guide business priorities. • Categorised into 11 groups to inform root cause analysis. • Developed SSRS reports (SQL Server Reporting Services) to support corrective actions.𝐑𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲: • Transformed 3 manual processes that relied on Excel templates into Stored Procedures. • Enabled automated, self-service reports through SQL Server Reporting Services (SSRS). • Reduced daily business-as-usual (BAU) tasks from 2 hours to just 15 minutes.𝐃𝐚𝐭𝐚 𝐕𝐢𝐬𝐮𝐚𝐥𝐢𝐬𝐚𝐭𝐢𝐨𝐧 • Developed a Power BI dashboard involving the creation of 4 distinct report. • Received positive feedback in particular regarding visual design and report functionality. • Designed intuitive visualisations, enabling stakeholders to easily understand team performance. • Utilised a combination of Power Query and DAX formulas to create dynamic and interactive reports.

Northamptonshire, England, United Kingdom

As a SMART Experience Advisor, my primary role was that of a technical expert and customer service agent. However, recognising the team’s urgent need for reporting expertise, I took it upon myself to learn the necessary skills in my own time. This initiative eventually paved the way for my transition to the role of a BI Analyst.𝐁𝐞𝐥𝐨𝐰 𝐚𝐫𝐞 𝐬𝐨𝐦𝐞 𝐞𝐱𝐚𝐦𝐩𝐥𝐞𝐬 𝐨𝐟 𝐦𝐲 𝐞𝐚𝐫𝐥𝐲 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐚𝐥 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧𝐬:𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐞𝐝 𝐃𝐚𝐭𝐚 𝐏𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬 𝐢𝐧 𝐒𝐐𝐋: • Identified 5 processes as candidates for partial automation. • Leveraged SQL queries to extract data from three databases and aggregated the information to facilitate decision-making, mirroring human judgment. • Produced 4 separate outputs that were worked as new streamlined processes. • Resulted in a remarkable 98% reduction in daily data preparation time. • These reports are still actively used by the team today. 𝐄𝐱𝐜𝐞𝐥 𝐓𝐨𝐨𝐥 𝐭𝐨 𝐚𝐬𝐬𝐢𝐬𝐭 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐞𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲: • Designed a customer Excel tool that utilised data extracted using an SQL script. • Highlighted customers at risk of falling to make payments or raise a complaint. • Grouped customers into various categories to reduce unnecessary contact and optimise time spent. • Resulted in a measurable 10% reduction in error resolution over a 3 month period.

Northampton, England, United Kingdom

As a Customer Care Specialist, I prioritised connecting with customers to address their concerns and rebuild trust. Leveraging strong communication skills, I actively engaged with customers to gain deep insights into their perspectives. This often involved challenging their expectations and navigating difficult conversations.𝐀 𝐛𝐫𝐢𝐞𝐟 𝐬𝐮𝐦𝐦𝐚𝐫𝐲 𝐨𝐟 𝐬𝐨𝐦𝐞 𝐨𝐟 𝐦𝐲 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 𝐚𝐫𝐞:• Collaborated with cross-functional teams to identify root causes of complaints and implement corrective actions.• Offered tailored resolutions to customers, resolving an average of 3 complaints per day relating to invoice discrepancies, contract disputes, change of tenancy errors and technical metering issues.• Drafted formal written communications outlining resolutions when mutual agreement couldn’t be reached, facilitating customer recourse through the Energy Ombudsman.

Northampton, England, United Kingdom

Northampton, England, United Kingdom

Northampton, England, United Kingdom