Richard Harrison Email & Phone Number

East Midlands

Solihull, West Midlands, United Kingdom

• Working as a subject matter expert on wider business projects to provide analysis, identify and help deliver technical systems and process improvements• Queue owner for all SAP Billing defects, providing support and escalating any delays to SLAs to ensure targets are met • Reviewed and prepared npower’s revised process documentation, ensuring the process maps are an accurate reflection of both the technical and system process • Deliver billing changes aligned to the overall investment plan, including sign off of requirements, review of test scope and sign off and presenting information back to stakeholders • Analysis of ‘broken accounts’, ensuring customers are receiving bills in a timely manner, including analyse of bill blocks and data quality issues

Leicester, United Kingdom

• Provide SAP technical support for the Zero Billing Project Team including up-skilling, identifying system fixes, finding and implementing process improvements• Lead SAP technical support to both our offshore team and onshore team where necessary • Identify contract errors in current portfolio (sometimes using SQL), working out the risk & financial benefit before planning any fix. Also creating a control as a preventative measure as part of the resolution• Run allocated controls and use resource available to resolve any exceptions within allotted time scales• Engage other departments to improve work processes to mitigate risk and revenue leakage• Provide support to colleagues to help with on-going projects or clear control exceptions

• Managing a team of 20 Temps that are working multiple data cleansing activities • Using my network of contacts to promote the team to the wider business to identify work streams and add benefit• Part of a 4 person team that developed a new Renewals process to supersede the current Renewals system, which is a million pound plus revenue stream. This includes analysing data output files using Excel, writing process documentation, process maps and user acceptance• Reporting performance of the team to the wider audience• Responsible for communicating offshore team performance to senior managers. Writing work instructions for multiple processes, process maps, travel to India to train the team and provide continuous on-shore support for the team via Lync, email and video conferencing• Training new SAP processes to team members and then providing continual coaching to drive exceptional results • Perform general team manager activities, recruiting, HSE responsibilities, performance management, etc• Motivate the team by introducing individual and team incentives / games• Collating feedback from the team on root cause analysis identified whilst conducting fixes

Leicester, United Kingdom

Spinneyside Leicester

Spinneyside, Leicester

Spinneyside, Leicester

Northampton, United Kingdom

Hiring, training and preparing call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products.Ensuring agents understand and comply with all call centre objectives, performance standards and policies.Answering agent questions regarding best practices or difficult calls.Identifying operational issues and suggesting possible improvements.Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Preparing reports and analysing data to assist management as they determine call centre goals.Working with other supervisors and management team members to support agents and maximize customer satisfaction.Restructured ALD Automotive Call Stats system to increase productivity and efficiency of Call Centre; reduced call waiting times and abandoned calls by 60% from 2007 to 2008

Education record

City & Guilds 1-3 Automotive Mechanics Level 4 modules including diagnostics, diesel engines and communication skills

Nvq Level 4, Business Administration And Management, General, Pass

Education record