Simon Mann Email & Phone Number

Leigh, Gb

Bolton, England, United Kingdom

Product owner support delivering SMETS2 Pay as You Go meter installs and the enrollment and adoption of the 140k existing SMETS1 meters to a SMETS2 state. Strong engagement with key project stakeholders through multiple media and reporting’s and creation and control of plan of work.User acceptance, testing systems and meter sets utilizing test run books, I.T. liaison, reporting success and failure of the new technologies and system changes to support the operational training through process mapping to support my creation of user reference tools to support continued learning and excellent customer interactions.Created and maintained operational dashboards/performance reporting for leadership teams across the business using M.I. mined from Oracle and Qlik.Strong Excel skills used to collate coherent data sets. Capturing individual advisors’ performance to produce periodic data packs and presentations for all management hierarchy levels. Using these to highlight training and behavioural issues and through my creation of forms and data capture follow up would also be tracked, analysed and reported, I was also responsible for tracking advisor progress annually to rank performance against bonus objectives.Pivotal in reduction of static outstanding task volume of 97k to 31k to aid migration of customers to new billing engine. Working with oversees outsource partner to take complex billing tasks and work them to completion, working with subject matter experts to process map and build step by step interactive guides. Created a user-friendly interface to bring together numerous resources and tools to one location. This approach was adopted across the whole of EON frontline functions as the definitive source for tools, intranet links, and forms and walkthroughs and interactive guides. Created videos to produce visual guides, training tools and presentations using limited resources available one of which went on to win the silver CXU customer services award in 2019.

Bolton, England, United Kingdom

Payments Advisor 1999 – 2001. Setting up and revising payment arrangements and helping customers manage debt. Responsible for customer refund returns and reprocessing.Helpline Advisor 2001 – 2002. Supporting colleagues with complex calls and issues and compliant management.Energy Efficiency Advisor 2002 – 2005. Managing customer personally end to end. Investigating large usage queries, arranging home visits to determine faults and ascertain measures to improve customer usage and spend. Prepayment Advisor 2005 – 2007. Providing customer support and supplying replacement payment devices. Utilising energy efficiency advice to help vulnerable customer manage their finances.