Susan Sailer

Detail-oriented Human Resource Assistant in HR administration and Customer Service Professional with experience and UK-based energy customer support (Utilita Energy). Skilled in handling customer enquiries, resolving issues efficiently, and maintaining accurate records. Strong communication, problem-solving, and organisational skills with the ability to work in fast-paced environments.

Remote Customer Service Advisor at Utilita Energy (2025-10 – Present)

• Handled inbound customer calls for UK energy customers, resolving queries related to smart meters, billing, top-ups, and account management.

• Provided step-by-step troubleshooting for smart meter issues, including IHD connectivity and meter reading failures.

• Assisted customers with prepayment services such as emergency credit, friendly credit, and top-up processes.

• Managed billing enquiries, explained tariffs, and resolved high bill complaints with clarity and empathy.

• Supported customers during power outages and emergencies, ensuring correct guidance and escalation where necessary.

• Maintained compliance with UK data protection (DPA) and security procedures when handling customer information.

• Delivered excellent customer service by applying empathy, active listening, and effective questioning techniques.

• Used internal systems to update accounts, log cases, and track customer interactions accurately.

• Escalated complex complaints in line with company procedures while ensuring customer satisfaction.

• Maintained high call quality standards, including First Call Resolution (FCR) and Average Handling Time (AHT).

• Assisted in posting job advertisements, screening resumes, scheduling interviews, and communicating with candidates.

• Maintained and updated employee files and HR databases while ensuring all records are accurate and confidential.

• Supported onboarding and offboarding processes, including documentation and orientation.

• Drafted HR letters, scheduled meetings, and prepared memos and reports in compliance with labour laws.

• Addressed employee queries and coordinated training sessions and development activities.

• Assisted in handling employee relations and resolving workplace conflicts professionally.

• Supported payroll processing by tracking attendance and monitoring expenses.

• Organised staff engagement activities such as wellness days, team-building events, and feedback surveys.

• Provided administrative support during disciplinary and grievance processes.

Advanced Higher Diploma in Human Resource Development – Institute of Commercial Management, United Kingdom (2021 – 2023)

Diploma in Human Resource Development – Institute of Commercial Management, United Kingdom (2018 – 2020)

Kenya Certificate of Secondary Education – Muisuni Girls Secondary School, Nairobi (2013 – 2016)