- Led a team of process analysts in identifying and evaluating existing business processes to identify areas of improvement.- Developed and implemented comprehensive process improvement strategies, resulting in increased operational efficiency and cost savings.- Collaborated with cross-functional teams to streamline interdepartmental workflows, improving communication and reducing redundancies.- Conducted in-depth process analysis, utilising tools such as Lean Six Sigma, to identify bottlenecks, inefficiencies, and opportunities for automation.- Successfully managed multiple process improvement projects simultaneously, ensuring on-time delivery within budget constraints.- Implemented process documentation and training programs to facilitate seamless knowledge transfer and foster a culture of continuous improvement.

- Conducted process mapping and gap analysis to identify process improvement opportunities across various departments.- Collaborated with stakeholders to gather requirements, define project scope, and create project plans for process improvement initiatives.- Utilised data analysis techniques to identify patterns, trends, and root causes of process inefficiencies.- Monitored and measured process performance using key performance indicators (KPIs) and implemented corrective actions when necessary.- Provided training and guidance to employees on new processes and tools, facilitating smooth transitions and adoption.

To provide support to the business analysing industry change requests from regulatory bodies.

- Led a high-performing team of professionals in the energy sector, overseeing their day-to-day operations, performance, and development.- Collaborated with senior management to define team goals, objectives, and performance metrics aligned with the company's strategic vision.- Developed and implemented strategies to optimise team efficiency, productivity, and customer satisfaction.- Provided guidance and coaching to team members, fostering their professional growth and maximising their potential.- Managed resource allocation and workload distribution, ensuring adequate staffing levels and efficient utilisation of resources.- Monitored and reported on key performance indicators (KPIs) to track team performance and identify areas for improvement.- Implemented process improvements and workflow enhancements to streamline operations, reduce costs, and increase profitability.- Fostered a positive team culture, promoting open communication, collaboration, and a strong commitment to safety and compliance.- Proactively identified training needs and facilitated training programs to enhance team members' skills and knowledge.

Successfully managed a multi-channel inbound contact centre. Achieved key performance indicators set in line with business growth plan.Successfully setup and managed an outsourced contact centre in South Africa, responsible for two managers and 18 agents. Responsible for setting key performance indicators. Continuous improvement of business processes. Developed a full training program and assessed its effectiveness against required outcomes.Responsible for full employee life cycle from onboarding through to training, coaching and development and end of career if the situation occurred.Scheduled hours to maximise efficiency ensuring right level of cover for incoming customer channels.Delivered the roll out of new customer service management systems along with all associated training.Key point of contact for OFGEM and CAB ensuring external industry commitments are met.Adhered to HR Policies ensuring all employees are dealt with equally and fairly.

Management of customer accounts. Development of tools to aid agents achieve their compliance responsibilities. Designed and development a growth tracker used by 100+ agents to track retention of current customer base and track new to brand customers in a live environment.

Contracted with Capita Customer Management to support them through initial setup with a new client, npower.Responsible for delivering agreed improvement initiatives within timescale, scope and budget working closely with Operational Management. Acted as an operational Subject Matter Expert point of referral for process improvement opportunities within several customer journeys for the client. Worked closely with Business Analysts to identify and define specific process improvement project goals and objectives.Proposed, measured and managed process improvement initiatives that added value through improved customer service and which fitted with the clients core strategic objectives.Proposed and implemented improvements using "as is" and "to be" models through the use of a model office. Completed and maintained own operational improvement plan and logs, keeping this up to date with any risk, assumptions, issues and dependencies for the agreed scope and delivery timescales using RAG status. Escalating any issues with Operational Management.Defined, created and managed project documentation including all project phases and create presentations for all levels of management showing project approach, milestones and business benefits / impacts of projects outputs.Analysed data to identify potential improvement opportunities, assess process capability, calculate potential cost savings and to monitor performance following implementation of new or improved processes for a control period.In addition supported the contact centre through it’s setup period supporting new contact centre agents through training to live agents and beyond.

Supported the setup of a new contact centre over a 15 week period. Responsible for end to end training supporting new inductions through to live agents. Worked with training department to deliver practical system training to new inductions. Coached trainers how to improve their delivery of training material. Coached new agents around delivering business targets and how to deliver these in their daily roles. Mentored new team managers around their role and how to manage their work load. Liaised with operations manager around training needs of their management team. Liaised with business change manager, reviewing current online presence and what could be changed to improve service to customers.Managed and lead customer facing teams towards their goal of achieving business targets. Achieved this through performance management through effective two-way communication, coaching and people development. Personal development plans used to log, track and monitor performance. Agents empowered to log and track and manage their own performance, bringing any concerns over performance to myself for coaching. This resulted in agent reaching their maximum pay grade and developing their carrier into other business areas. Responsible for all aspects of HR policy, supporting agents through any process which may apply to them.