Olivia Mitchell Email & Phone Number

Oxford, United Kingdom

Northampton, United Kingdom

Oxford, United Kingdom

• Multiple Project Management using Waterfall and Agile methodology• Monitor project milestones and deliverables in accordance with DCC• Negotiating in B2B Sales, with the ability to influence key I&C Customers making Smart Metering an attractive proposition• Manage a team of 10 Smart Meter Delivery agents• Increased the NPS score by 8 points• Subject Matter Expert for the Pre-Install Customer Journey for DCC Implementation• Created a new Customer Journey strategy, which increased interest by 47% and installs by 36% within 2 months• Over achieved install targets on a regular basis• Ensures compliance with statutory and company policies and procedures, including adherence to Operating Model, Governance Model and Quality Assurance

Oxford, United Kingdom

Oxford, United Kingdom

Working alongside British Gas Business clients and third party meter installers to ensure a high quality end to end service in Smart Meter role outs, exchanges and improvements.Continued work on migration to a new billing system, including identification and analysis of smart data and the constant deployment of new strategies surrounding corporate smart initiatives Attending meetings with third party meter operators to deliver statistics, working instructions and the implementation of business changes and enhancements towards the way of working.Managing a team of Smart Meter Delivery agents ensuring that service excellence is adhered to whilst managing any escalations, complaints and general requests from the team.Team work allocation and workflow managementPromoting to business customers all of the benefits that smart metering can offer in line with the Energy Regulations set by OFGEM.Regularly preparing for and attending high level meetings with key stakeholders and senior managementValidation of all incoming data for smart metering projects and for the wider team to ensure all of the data is correct before it is sent to third party meter installers, this ensures that the process is carried out effectively and the customer portfolio is efficiently worked.Ensures compliance with statutory and company policies and procedures, including adherence to Operating Model, Governance Model and Quality Assurance

Oxford, United Kingdom

Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries to deliver customer value at first point of contactBeing part of working groups that navigated the business migration to a new billing systemInvestigate and resolve routine customer complaints to ensure delivery of an efficient and effective service to the customer. Escalate any queries or complaints to the relevant person/ teamProvide accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer serviceEnsure action is taken to increase customer retention, loyalty and to build the highest reputation with the customerPromote and cross-sell a wide variety of products and services to increase customer loyalty and complement existing product holdingsDeliver customer outcomes that meet business valuesIdentify any operational and regulatory risks, escalating as appropriateOperate customer related information systems to the required standard to maintain accurate and secure recordsUnderstand and adhere to the company and department standards, policies and proceduresUnderstand customer requirements and liaise with relevant internal areas to ensure their needs are clearly defined and customer account plans are in place for implementationLiaise with operational teams as needed to ensure all considerations for contract generation and renewals are taken into account when preparing contracts and enabling the approval of the new contracts

Oxford, United Kingdom

Learning in several customer facing roles throughout the business including; Account Management, Sales, Finance and Debt CollectionCompleted a Customer Service NVQ in which I achieved a DistinctionDeliver customer outcomes that meet business valuesOperate customer related information systems to the required standard to maintain accurate and secure recordsLiaise with operational teams as needed to ensure all considerations for contract generation and renewals are taken into account when preparing contracts and enabling the approval of the new contracts are taken into account when preparing contracts and enabling the approval of the new contracts

Oxford, United Kingdom

Meeting and greeting students and visitors to the College. Hospitality duties included preparation of events, waitressing and bartending