❏ Product Owner of E.ON’s Omnichannel platform servicing circa 5000 advisors in 5 countries handling over 13 million interactions per year ❏ Driving continuous improvement to the Omnichannel platform, delivering better customer experience via better routing and increased automation resulting in increased NPS and reduction in OPEX ❏ Relationship owner with several third parties ensuring systems integrity and stability ❏ Delivery of new technology such as Natural language understanding to further enhance customer experience through better routing and increased self-serve

❏ End to end test plan, delivery and execution against an extremely complex tech stack ensuring all features are fit for purpose and meets the defined acceptance criteria ❏ Leadership and development of the test team, ensuring that all tests are completed within the allocated sprint and defects are correctly identified❏ Ownership of the defect and triage management processes, making sure defects are correctly raised, resolved and retested within prescribed SLA’s

❏ Test plan, delivery and execution of E.ON Omnichannel platform and integration with host CRM, confirming everything is working as designed and is fit for the end user❏ Lead the on the floor migration team for circa 5000 advisors in various locations in person and remotely resulting in a successful migration with minimal customer and advisor impact❏ Ownership of the defect management and triage management process, making sure defects are correctly raised, resolved and retested within the prescribed SLA❏ Leadership and development of the test team

❏ Owner of the Debt Management Change plan leading to an average of 10 percent reduction in the bad debt charge❏ Relationship owner with Credit Bureaus, understanding the services which they can offer to help with the bad debt charge targets❏ Delivery of Residential Data share and Credit checking resulting in prevention of bad debt and reducing the risk of exposure ❏ Lead the implementation of a fully integrated legal case management systems, resulting in an 500% increase in capacity to serve legal action ❏ Implementation of a missing data and trace solutions resulting in increased collections rates for 2 of the toughest debt segments

Responsible for the user acceptance test phase for a new collections system accounting for circa £100m debt- Production of a UAT run plan ensuring 100 percent test coverage is achieved against business requirements, business design, IT FRS's and business knowledge. - Creation of a UAT test strategy document- Defect management, raising of defects based on business severity outline in the UAT test strategy.- Chairing daily defect meetings- Managing 8 UAT testers- Producing UAT test completion report

As the Credit Team Manager of a Pre Green Deal trial project, I was responsible for the the following:• Profit and Loss reporting• Creation of a case management suite• Supporting sales teams• Design and implementation of the end to end Credit Management process• Management of 4 'Collectors'• Production of weekly debt and collections reporting

• Timely and accurate production and analysis of BAU and ad-hoc reporting • Excellent working knowledge of data mining tools including PL/SQL and Excel• On the job coaching with junior MI team members and sharing best practise• Driving and embedding data integrity• Development of existing reporting to provide clarity around issues and support changes in the business• Supporting Credit management change through the provision of data for analytics and decision making• Development of clear and insightful dashboards to support performance management• Developing and testing both new and ad hoc reports through to resolution to meet business requirements