Elizabeth

B 2 B COMPLAINTS CO - OR D I N A T O R & C U S T O M E R S U P P O R T

Nov 2017 - Apr 2021 • 3 yrs 5 mos

 Managed a wide variety of complaints spanning the entire business’ operation with focus on diagnosis, through investigation, and swift resolution.  Demonstrated initiative by mastering all processes involved in metering independently. Having the ability to understand and retain knowledge of the energy industry (i.e. data flows)  Engaged with customers through various methods to gather information and provide timely updates.  Negotiated and agreed account settlements.  Played a pivotal role in the escalation process.  Resolved complaints that contributed significantly to revenue growth.  Utilized various metering systems (AFMS, XOSERVE & Ecoes)  Engaged with all internal departments, Third Party Intermediaries as well as industry bodies (DA, DC & MOP)

I & C CREDIT CONTROL

May 2020 - Apr 2021 • 11 mos

 Owned and managed a portfolio of high‑value, high‑risk I&C energy accounts, including blue‑chip clients such as Virgin Active, JPMorgan, BAE Systems, Veolia, Procter & Gamble, and Babcock.  Acted as the primary contact for senior stakeholders, including regular engagement with C‑suite executives and executive boards.  Ownership of the Retail and hospitality sector over the covid period.  Negotiated complex commercial settlements and payment structures, including reconciling two years of disputed transactional history to secure a 75% upfront payment.  Exceeded financial targets consistently, achieving £13.9m against a £9m target and £15.5m against a £10.4m target.

SME SENIOR DEBT RECOVERY CO - ORDINATOR

Oct 2019 - Apr 2021 • 1 yr 6 mos

 Engagement with customers to encourage payment or a payment plan proposal.  Restructured and streamlined non-payment disconnection letters.  Designed and implemented process improvements, including a progress tracker and streamlined communications.  Led monthly executive-level reviews on the business’s top 10 highest-value SME debtors, providing clear updates on status and recovery actions  Due to expertise, responsible for reviewing complaints on non-payment high value accounts. A complaint resulted in a halt on the collections process.  Liaised with external agents, booking all required parties for agreed warrant.  Recovered £155k (34%) of 475k debt within the first 3 months as part of a team of 8.