Senior Customer Operations Advisor at So Energy
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Leadership | Compliance Implementation | Performance Management | Data Analysis & Organisation |Stakeholder Management | Quality Assurance | Real Time Support | Energy Industry Processes
At So Energy Trading Ltd. in London, I currently lead two teams as a Senior Customer Care Advisor, focusing on increasing Contact per Hour rates by 40% and improving Quality Assurance by 15% through performance coaching and setting clear objectives. I analyze both internal and customer-facing platforms, using feedback to identify inefficiencies and suggest improvements for industry knowledge and meter installation processes. I transformed the team’s ticket organization by using Excel, reducing the complaint backlog by 65%, which enhanced performance tracking and allowed for better analysis of customer trends.
Additionally, I utilize Power BI and Python to visualize performance data, identify productivity bottlenecks, and optimize resource allocation, significantly reducing Average Speed of Answer.
Previously, as a Customer Care Advisor at So Energy Trading Ltd., I guided customers through complex pricing and regulatory changes, offering informed advice on payments and tariff rates. I specialized in complaint resolution, using transparent communication and technical problem-solving to resolve sensitive issues while adhering to compliance standards. I also coached my team to meet performance targets and deepen their industry knowledge, working closely with Trading and Compliance teams to address complex queries and ensure effective customer support.
Earlier, I worked as a Customer Service Advisor at Harrods Ltd., where I managed customer contacts while ensuring high-quality service across Quality Control, Online Retail, and Delivery Operations. I resolved delivery issues through coordination with third parties and tracked inventory to ensure timely product dispatch. I also liaised with international delivery carriers to navigate customs requirements, reducing delays and maintaining a high customer satisfaction rating.
Additionally, during my legal internship at AKC Legal Associates in Paris, I supported case analysis and document preparation across various legal domains, including family, immigration, and contract law. I helped manage client files, communicated case updates, and coordinated with legal bodies and financial institutions to ensure compliance and document accuracy.
Royal Holloway, University of London
LL.B. Bachelor of Laws (2022)
Important areas of study include European Union & International law; Contract & Company law; Property & Land law; Equity & Trusts; Intellectual Property law; Financial Crime law; English Legal System
