4 years 3 months (1 year 8 months) Expanding our installer network and nurturing the existing installers. Handling the day to day operations with Wholesalers managing stock and warranty. Day to day operations of the Sales Department.

(1 year 1 month)

(1 year 10 months) As a claims handling specialist, I proactively managed clients' insurance claims, ensuring timely resolutions and adherence to industry standards. I maintained compliance with regulations and company policies, while providing mentorship to junior staff. With excellent communication and negotiation skills, I fostered strong relationships with clients, insurers, and suppliers. Claims Handling: • Assist clients with insurance claims presentation • Demonstrate technical knowledge in key business categories • Negotiate claim settlements with claimants, insurers, and loss adjusters • Pursue early policy coverage and prompt claim resolution • Manage claims portfolio proactively and with high technical standards • Escalate issues timely to ensure client satisfaction • Actively support Claims team in meeting service standards • Encourage insurers and suppliers to maintain service standards • Recognize, prioritize, and address serious issues • Mentor and support less experienced staff Compliance: • Adhere to regulations, industry norms, and company policies • Ensure fair client treatment at all times • Provide weekly workflow updates to line manager

1 year 7 months (1 year 3 months) As an Office Manager at Transport Exchange Group, I provided comprehensive administrative support, coordinated office activities, managed records, and maintained social media presence. As an Account Manager, I advised customers on supply chain solutions, nurtured relationships, executed service delivery, and contributed to strategic direction and KPI development. Administrative Support: • Assist Senior Management team with administrative tasks • Handle incoming calls, customer inquiries, and prioritize tasks • Manage finance and accounts administration Office Coordination: • Ensure efficiency and compliance with company and industry policies • Coordinate agendas, travel arrangements, and appointments for Directors • Manage and prioritize correspondence (emails, letters, packages, etc.) Record Keeping & Supplies: • Update records and databases with project-related data • Monitor office supplies and place orders when needed • Prepare timely reports, presentations, and proposals for Directors Communication & Document Control: • Produce and document letters and other correspondence • Participate in external audits • Maintain business processes and procedures in line with industry standards Social Media Management: • Update social media with company news, projects, and business-related activities

Trusted Advisor: • Advise customers on supply chain matters • Drive value with creative platform usage and supply chain expertise Business Reviews: • Create and deliver polished customer business reviews Relationship Management: • Nurture relationships and drive growth within customer organizations • Execute TEG service delivery model Product Feedback & Coordination: • Provide detailed, actionable product feedback • Coordinate cross-functional efforts with Product, Pricing & Procurement, and Operations teams Strategic Direction & KPIs: • Deliver customer strategic direction and key KPIs • Develop industry expertise and focus on delivering the best outcomes

3 years 5 months Maintaining up to date knowledge of all regulatory and compliance changes evidencing the ability to apply this knowledge whilst identifying customer needs. Accurately updating customer account information, ensuring accuracy and integrity of data, and reducing the age of both outstanding balances and disputes. Liaising with external industry bodies and third parties to ensure customer issues are resolved satisfactorily. Asking the right questions, having open and honest unscripted conversations making it my priority to facilitate positive outcomes. Providing consistent, effective, and strong customer service behaviours and supporting the wider team to ensure that performance standards and business objectives are met.

One of eight key Multi Skilled people in the business (1100 Staff) trained in mobile, home phone & broadband, gas, electricity & cashback card. Provide support to team members Manage and improve the performance of team members Provide monthly performance reporting documents Develop and document processes (in line with industry regulation) Drive change, efficiencies, and process improvements Responsible for ensuring our portfolios with third parties and industry are up to date and accurate Liaise with customers and 3rd party agents in the resolution of escalated queries Assist in managing the relationship with our appointed Meter Operators, Data Collectors, and Other 3rd parties. Knowledge of the energy operations functions and how the team will assist with these. Dealing with complaints ensuring we followed industry regulations (Offgem,Offcom) and following the complaints procedures set by the business. Preparing weekly team briefings Achieved a 100% call which is used in all training inductions.

First to receive calls in identifying customer’s query. KPI’s were 70% first call resolution, with the other 30% expected to be escalated to the relevant team, calls-per-hour, and customer satisfaction. Taking ownership for sharing my learnings and experience to support others daily. Organising and assessing my priorities throughout the day – keeping my word to customers and colleagues.