Samantha Booton Email & Phone Number

Leicester, England, United Kingdom

Leicester, United Kingdom

Nottingham

Key responsibilities:Maintained and audited the allocation of licenses for the Nice Call Recording solution to ensure all sales calls were recorded so E.ON were compliant from an Ofgem perspective. Worked quickly to ensure any faults were raised with all relevant parties to resolve and kept all impacted parties informed of any issues.Maintained an auditable trail of Live Engage users and chats (live chat system) as part of E.ON's licensing agreement. Updated Nice WFM… Show more Key responsibilities:Maintained and audited the allocation of licenses for the Nice Call Recording solution to ensure all sales calls were recorded so E.ON were compliant from an Ofgem perspective. Worked quickly to ensure any faults were raised with all relevant parties to resolve and kept all impacted parties informed of any issues.Maintained an auditable trail of Live Engage users and chats (live chat system) as part of E.ON's licensing agreement. Updated Nice WFM and Genesys to ensure that the two systems were aligned in terms of staffing changes. Processed user changes within Genesys (e.g. set up new users, updated team changes) so that real time reporting is correct and the planning function were able to carry out their roles efficiently and accurately.Constantly shared best practices, reviewed ways of working and kept all processes documented. Show less

Various Uk Sites

Key responsibilites:Maintained Aspect ACD's and all the related components across E.ON's 6 main contact centres, nationwide (handling approximately 12 million customer calls annually). Consulted with Operational Planning and the wider business to design, build, test and implement new call routing ensuring an efficient customer journey.Carried out regular routine checks on all related Aspect ACD and reporting components to ensure any faults were dealt with promptly. Highlighted… Show more Key responsibilites:Maintained Aspect ACD's and all the related components across E.ON's 6 main contact centres, nationwide (handling approximately 12 million customer calls annually). Consulted with Operational Planning and the wider business to design, build, test and implement new call routing ensuring an efficient customer journey.Carried out regular routine checks on all related Aspect ACD and reporting components to ensure any faults were dealt with promptly. Highlighted potential problems to 3rd party support in order to prevent issues from developing into major incidents, where I could not have resolved them myself.Distributed customers inbound calls across E.ON's estate to ensure the telephone lines were used at their most efficient (and to alleviate pressure where we experienced high demand or reduced phonelines through faults).Part of a 24/7 stand by rota, being the Aspect point of contact outside of business hours to mitigate any issues that may have negatively impacted our customers the following day. Co-ordinated planned ACD outages that allowed 3rd parties to carry out essential remedial work to the ACD's and supported this work out of business core hours. Ensuring all work was completed successfully by fully testing the systems after any work. Supported with business incidents where there was a risk to the telephony infrastructure (which included adding ad hoc informational messages onto phone lines/redirecting calls to other E.ON contact centres to avoid customers hearing an engaged tone in the event of running on reduced phone lines).Supported Project Managers where a Telephony presence was required to provide expertise around what implications any projects could have had on a telephony routing point of view..Was first point of contact for all Aspect Telephony queries that were preventing E.ON's 4000 call taking advisors from servicing customers. Show less

Leicester

Key responsibilities:Managed a portfolio of major UK residential property developers, being their single point of contact for metering and billing requirements. This included registration of intent for E.ON to supply meters, arranging metering appointments, creating accounts for new developers and subsequent new homeowners, ensuring all meter details were correct prior to the first homeowner moving in so that all future bills were correct.Owned a portfolio of developer accounts… Show more Key responsibilities:Managed a portfolio of major UK residential property developers, being their single point of contact for metering and billing requirements. This included registration of intent for E.ON to supply meters, arranging metering appointments, creating accounts for new developers and subsequent new homeowners, ensuring all meter details were correct prior to the first homeowner moving in so that all future bills were correct.Owned a portfolio of developer accounts responsible for the customer journey from the point the developers registered their intent to have E.ON install their meters to the properties being sold to the first resident, ensuring the process ran smoothly and compliantly.Achievements:Worked on a project July 2009 to July 2010 where a team of 15 New Connections Support Agents were put together with a target of reducing the amount of aged debt owed to us by developers, housing associations and residents. This involved contacting all parties with outstanding balances for payment, investigating and resolving any issues that were preventing E.ON receiving payment and managing any subsequent complaints through to their resolution. Show less

Leicester, United Kingdom

Key responsibilities:Serviced customer inbound calls and emails, resolved billing enquiries and actively promoted the company services and products.Recognised and resolved customer complaints.Mentored new recruits.

Leicester

Key responsibilities:Produced high quality printed documents utilising several pieces of digital printers and print finishing machinery. Processing orders, liaised with Graphic Designers, Printers and suppliers as required to be certain work orders were correctly quoted and that the stock readily available to meet the agreed delivery date.Constant upkeep of equipment including reporting faults that required specialist diagnostics/repair and arranging engineers… Show more Key responsibilities:Produced high quality printed documents utilising several pieces of digital printers and print finishing machinery. Processing orders, liaised with Graphic Designers, Printers and suppliers as required to be certain work orders were correctly quoted and that the stock readily available to meet the agreed delivery date.Constant upkeep of equipment including reporting faults that required specialist diagnostics/repair and arranging engineers promptly.Ensuring we had a working level of stock , including ordering of goods for large scale printing jobs. Show less