Technical Project Lead – Network Data Remediation ProjectThe Network Data Remediation Project was established to correct the historic 5,150 exceptions where customers have been billed and there is a mismatch with the price category on the Registry or in rate facts/rate groups. I participated as the technical lead on this project to:• Establish a process that allows for customer notification and the underlying data in SAP to be corrected to align customers pricing with the network/registry. • We introduced a “customer lens” to this project, ensuring the remediation did not negatively impact customers and the customer experience was considered before any action was taken.• Analysing and remediating to correct rate fact mismatches, price plan mismatches and EIEP8s.• Installation/removal of metering devices, new connections and disconnections.• Proactively contacting other retailers or networks to gain missing data to update files and liasie with other companies to obtain information as required.• Organise and deliver pricing information to customers.

The Situation Response Team was at the heart of identifying and resolving customer problems during the SAP migration, stabilisation and transition periods. As Technical Team Lead I was:• Responsible for analysing issues as they arose and, with the team, developing solutions• Monitoring quality and effectiveness of these solutions and adjusting to continually improve our performance• Supporting the BAU teams with resolving complex IDM, Switching, and billing issues includingo Late Billso IDM Backlogo Network EIEP8 Backlog• Managing Metering/Switching/Network escalations and resulting workload, day to day management of the team to ensure service level agreements are met, and urgent escalations are promptly resolved• Developed and executed ongoing quality assurance and quality improvement initiatives not only for our own team, but for the BAU teams • Root cause analysis of late bills and other system issues requiring remediation• Developing treatment plans for system or process issues and managing the remediation of these, reporting on progress and identifying areas needing escalation to management• Co-ordinate development and implementation of work instructions and processes and monitor their effectiveness• Maintain shared repositories ensuring all team members are aware of and use knowledge management tools including ASK, Quick Reference Guides, Standard Operating Procedures.• Leading and developing the team providing technical advice and support, ensuring best practice service to internal teams and customers• Develop and nurture excellent working relationships with other teams within Contact

Key areas of accountability:• To provide support and expertise to the stores Team leader and team members to ensure store practices, sales targets, KPI’s and incentives were maintained/achieved.• Travel management – organised the coordination of flights, accommodation, ground transportation, visas and timetable management.• Provide first class customer service from enquiry to closing the sale & following up.• Complete all paperwork relating to a clients’ bookings including checking and collating documentation including client's passport types and validity, and to ensure correct information is given regarding visas and entry requirements.• Communications and Reporting - collate, prepare and distribute reports as required, ensuring all team members are kept up to date with targets, marketing material and incentives.• Collect payment from customers and ensure wholesalers and suppliers payments/records are kept up to date.

Key areas of accountability:• Respond to and facilitate contractor requests for Low Voltage Close Proximity Permits.• Responding to customer fault call responses and assisting with the restoration of supply after fault.• Processing requests for high loads and planned outages.• Maintain work management databases.• Coordinating and direction of field resources.• Assisting Network Coordinators to evaluate outages. Analyse systems situations and develop solutions to these situations.• Analyse fault information: identify possible causes and initiate appropriate action.• Respond to and facilitate internal business and customer requests for Low Voltage Close Proximity Permits. • To undertake the planning and coordination of outages, line upgrades and high load requests.• Maintain fault work and work management databases.• Work with Network planners, SCADA specialists and Network Controllers.• Respond to customer fault call responses and assisting with the restoration of supply after fault.