•Ensured high quality and performance across Service Management processes, including incident, problem, change, release, service level, request/service catalogue, configuration, contract, and client comms.•Deputized for the Product Owner of Service Delivery Management, providing leadership and guidance in their absence.•Updated and maintained standard operating procedures and knowledge bases, facilitating quick root cause analysis through post mortem reviews and implementing preventive… Show more •Ensured high quality and performance across Service Management processes, including incident, problem, change, release, service level, request/service catalogue, configuration, contract, and client comms.•Deputized for the Product Owner of Service Delivery Management, providing leadership and guidance in their absence.•Updated and maintained standard operating procedures and knowledge bases, facilitating quick root cause analysis through post mortem reviews and implementing preventive actions for improved customer satisfaction.•Led service measurement initiatives and reported on key metrics, identifying process improvements and driving service automation to address gaps and increase efficiency.•Streamlined and optimized new and existing tasks, resulting in process efficiency improvements equivalent to three full-time employees (FTEs) and annual savings of $43,222.•Ensured operational readiness of product releases and projects, coordinating with cross-functional teams for seamless execution.•Maintained professional communication with clients and internal partners, delivering timely and effective service updates and addressing their concerns.•Developed analytical dashboards to provide insights into performance metrics and facilitate data-driven decision-making.•Monitored client surveys and proactively addressed any negative feedback, working closely with the team to resolve issues and improve client satisfaction. Developed action plans to address identified issues and implemented knowledge management initiatives and automation to improve overall satisfaction scores from 85% in 2022 to 93% in 2021.•Managed partner relationships and conducted regular follow-ups on operational work across cross-functional teams.•Designed new processes and procedures documents to streamline workflows and enhance operational efficiency.• Designed and transitioned workflow from Excel to SharePoint, resulting in reduced wait times, system lag and prevention of data overwrite. Show less

1) Joined the Centrica Team of British Gas was involved in replying to British and Scottish Gas and Electricity customer. 2) Resolved queries vis-a-vis to billing disputes, payments, repayment plans etc.3) Was the first member within the team to identify potential to have RFT responses. To that end resolved queries to the extent it received minimal comebacks.4) Identified and eliminated tasks within the process that previously required handoffs. For example address change in… Show more 1) Joined the Centrica Team of British Gas was involved in replying to British and Scottish Gas and Electricity customer. 2) Resolved queries vis-a-vis to billing disputes, payments, repayment plans etc.3) Was the first member within the team to identify potential to have RFT responses. To that end resolved queries to the extent it received minimal comebacks.4) Identified and eliminated tasks within the process that previously required handoffs. For example address change in record, generating amended bill etc.5) Was the first member in the Complaints Management Team (CMT) who was responsible for providing end to end resolutions.6) Designed and automated templates that enhanced customer experience which different from the robotic system generated templates Show less