Debt Specialist
EDF Energy
مجموع سنوات الخبرة :32 years, 3 أشهر
Provided front line customer service and administrative solutions in a target driven environment resulting in average call handling times dropping from 15 minutes per call to 9 minutes per call.
Managed customer complaints from initial call to resolution in line with company policy and external third party legislative bodies within a set time frame, with 92.3% being resolved within 48 hours.
Used strong negotiating skills to influence customers to reduce outstanding debt and create a structured and consistent revenue flow of approximately £6000 per month.
Achieved a 25% reduction in customer complaints in a three month period by proactively seeking solutions that benefitted the company and customer.
Assisted with on-going training of new team members ensuring that the team of 12 are the top performers within the department in terms of calls per hour and revenue generated.
Designed electronic workshop booking and warranty administration systems that helped the service department meet, and exceed business targets for the first 6 months of 2012.
Negotiated with customers when faults had been identified to secure remedial work. This resulted in increased workshop productivity by an average of six hours per day.
Explained diagnostic faults to members of the general public to secure the required rectification work to increase the average spend per customer from £250 to £400 in 2012.
Worked closely with the parts manager to reduce on the shelf stock balance by 35% within four months by introducing new parts ordering processes and innovative ways of reducing of dead stock.
Increased profit margin on loan vehicles by 25% per vehicle, per day using techniques gained while working in the commercial vehicle rental industry.
Instrumental in securing and maintaining large business wins with two major South West based civil engineering companies worth in excess of £500, 000 per annum.
Responsible for a 20% reduction in vehicle compliance issues by overhauling inefficient and out-dated procedures and implementing new, clearly defined business practices.
Maintained an average of 85-90% vehicle utilisation on a fleet of 800 vehicles for 10 months, ensuring that all business key performance indicators and customer service level agreements were met.
Produced a new computerised vehicle delivery and collection system. This resulted in improved utilisation of personnel and vehicles, which in turn led to a 5 per cent saving on fuel costs.
Due to an injury sustained whilst serving in the Armed Forces, underwent surgery and a sustained period of physiotherapy and undertook transitional training to assist with working and living in civilian environment following Military Service.
Junior manager responsible for 8 personnel. This included administration, welfare, daily supervision and tasking of junior tradesman. This resulted in 2 team members being promoted within 18 months of joining the organisation.
Provided specialised radio communication solutions for a variety of end users, often in difficult circumstances to ensure that the logistic supply chain operated to designed capacity.
Inspected, serviced and maintained a variety of vehicle types ensuring full availability and combat effectiveness and that they were fully compliant for military and civilian policies and legislation.
Provided training, including course creation and presentation materials, to provide up to date and relevant training in line with operational requirements.
Senior Executive’s staff car driver both in barracks and in the field using an array of different vehicles ranging from executive cars to Landrover 4 x 4.
National Vocational Qualification (level 3)