Esther Kasozi

Confident individual with over 10 years office experience mainly in customer services, back office and administration. I have worked with various companies and thrive mainly in team orientated environments with my main focus being achieving goals and targets set for me and my team. I have worked under management and have also managed teams which makes me a great candidate for this position as this shows flexibility in both roles.

Throughout my work life I have experience in using many different types of CRM systems in-house and external. Within all my roles I have had heavy use of Microsoft 365 where its Teams, Excel, word, PowerPoint etc. all were used in n my supervisor roles when managing my team, Excel and PowerPoint was used daily as most of my previous work was very data driven. I am an extremely hard-working person and follow strict guidelines at work i.e never late, always on time being thoroughly prepared for meetings deadlines and/or anything that may come up.

Although my preference is to to work in a team I can also work very efficiently on my own, I believe this helps to avoid some distractions. I am thoroughly invested in the company I work for and feel accomplished when seeing a difference due to my input. I learn new processes at a relatively quick pace and take the time to truly understand my role and what is expected of me.

I have very strong interpersonal skills and not afraid of a challenge, I enjoy learning new things and embrace changes as the come. My belief is that a changing person is a growing person as this helps with aligning an individual’s future to the company they work for. Overall, I'm looking for a role that will challenge me, allow me to grow and progress and to work as part of a team with likeminded individuals who work well to accomplish team business goals together.

Professional experience

Operations Supervisor Utility Warehouse Energy Company, Colindale | April 2020 – June 2o25

Promotion to Supervisor for Settlements Operations sub teams

• Supervised multiple sub teams (Gas and Electricity Disputed reads settlement team of 12)
• Handled recruitment/ team performance reviews and team management.
• Monitored and reviewed staff performances.
• Responsible for reviewing operational costs and identifying areas where reductions could be made.
• Responsible for carrying out disciplinary actions
• Responsible for day to day running of team plus providing weekly team results and/updates

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Team Leader - Utility Warehouse Energy, Colindale | Jan 2019 – March 2o20 Promotion to TL to operations team Erroneous Transfers & Energy Admin

• Managed team of 8 
• Responsible for high level manager queries from external companies and internal
• Problem solving issues with customer details correcting errors during Energy Switches by customers.
• Expert in knowledge i.e. rules and regulations set by Ofgem ensuring team are following correct processes 
• Assisted with training of new staff provided coaching for improvement

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2. Senior Erroneous Transfers Admin - Utility Warehouse Energy, Colindale | Jan 2015 – Dec 2018

• Subject matter expert in this area
• Responsible for managing all erroneous customer Energy transfers 
• Liaise with external and internal teams to correct issues
• Responsible for updating process guides regularly
• Update and use of internal and external systems i.e. ECOES, Xoserve, Secure, Internal CRM 
• Day to day ad hoc admin duties

1. Operations Assistant – CFO Lending, London | Feb 2013 – Sept 2014

• Assisted operations team with marketing and meeting business needs
• Responsible for creating charts & graphs to reflect business growth via Excel spreadsheets
•  Use of in-house systems CFO plus other Txt Tank &Txt Marketer for business marketing purposes
• Responsible for research and implementation of ideas to increase customer engagement to create business growth
• Liaised with clients and system providers for system improvements or issues
•  Arranged daily meetings for marketing team for planning and growth

Customer Accounts Manager - CFO Lending, London | Feb 2012 – Jan 2o13

• Fast pace Pay Day Finance Loans Company
• Responsible for incoming queries/incoming calls
• Managed customer accounts and daily payments
• Responsible for training new employees
• Dealt with Customer high level complaints
• Required to Meet daily targets as well as monthly team targets
• Worked part of debt/collections team collecting overdue payments

 Billing Contact Administrator & Call center agent– Anglian Water, Cambridge | May 2010 – Oct 2o11

• Responsible for Data entry & Day to day admin
• Dealt with customer’s bills and paperwork
• Meet timely deadlines based on incoming work overflow
• Dealt with up to 100 incoming calls daily
• Responsible for Customer accounts and providing high level customer services booking engineer visits/meter updates or fixes
• Problem solving, used in house system SAP & TALLYMAN
• Debt recovery trained

Sales Processing Administrator - SureTerm Direct Insurance Cambridge | 2008 – April 2o10 

• Responsible for processing sales teamwork
• Ensuring customer insurance documents sent promptly
• Met timely deadlines
• Dealt with ongoing general customer queries overflow contacts via calls and emails
• Used in house system (Electra)
• Supported sales team with day-to-day requirements and assisted managers
• Day to day general admin duties

Receptionist – Vindis Audi Car Dealership Cambridge | Dec 2007 – March 2o08

• Daily meet and greet customers
• Dealt with Incoming customer enquiries
• Using switchboard to operate phone system
• Daily use of Outlook Express, EGM to support manager
• General admin /reception duties e.g. handling mail, booking appointments, filing, data entry etc.
• Required excellent communication skills on an interpersonal and professional level

Education

GCSE’s 2004

English - C English Lit - B

Math’s - C Science - C

History - C Art - C

Design Tech - PASS A LEVEL’s 2006

English Literature - Pass

History - Pass

Art Design - Pass