ADITYA THAKUR
Exeter,UK
Summary
I am an experienced Appointment Pro with a strong track record in understanding and improving the end-to-end customer journey. As an Appointment Pro, I complete thorough health checks to determine if an appointment is necessary, ensuring resources are used effectively and customers receive the right support. I provide help, feedback, and guidance to colleagues, supporting them to deliver excellent service. I thrive in agile teams, driving process improvements and simplification wherever I can. With a can-do attitude, I take ownership of challenges and make confident, effective decisions in complex, customer-focused scenarios, supported by a strong knowledge of smart metering operations and systems such as Kraken.
Overview
2026
2026
years of professional experience
Work history
Shift Manager
Taco Bell UK
Exeter
- Managed day-to-day operations, ensuring efficient workflows and consistent customer service standards.
- Made real-time decisions to manage staffing, workload, and customer demand.
- Supported team performance through clear communication, problem-solving, and leadership.
Customer Support Representative
British Telecom
Exeter, UK
- Delivered high-quality customer support across phone and digital channels.
- Managed customer queries across multiple systems, resolving issues efficiently and accurately.
- Maintained accurate records and collaborated with internal teams to resolve complex customer issues.
- Adapted quickly to changing systems, processes, and performance targets.
Energy Specialist
EDF Energy UK
Exeter
- 2026.02
- Support operational processes across revenue and customer operations to enhance efficiency and service delivery.
- Work closely with the Optimization Team to streamline and schedule customer appointments, ensuring operational efficiency and alignment with business objectives.
- Act as an Appointment Specialist, coordinating schedules across teams to support smooth end-to-end customer journeys.
- Operate within the Specialised Debt area, analysing complex customer situations and supporting fair, compliant solutions that balance customer needs with commercial outcomes.
- Work as a Smart Metering Professional within my POD, supporting meter-related activities and customer queries.
- Use Kraken and internal systems to monitor customer accounts, ensure data accuracy, and support effective operational decision-making.
- Translate complex operational information into clear, actionable insights for stakeholders.
- Proactively identify process gaps and improvement opportunities to improve efficiency and customer outcomes.
- Work within an agile team, contributing to continuous improvement, collaboration, and knowledge sharing.
Education
MSc - Applied Data Science and Statistics
University of Exeter
Exeter, UKBachelor of Mechanical Engineering -
CSMSS Chh. Shahu College of Engineering
IndiaSkills
- Customer journey ownership and support
- Appointment scheduling and coordination
- Agile team collaboration
- Process improvement and simplification
- Customer communication and problem-solving
- Smart metering operations
- Revenue and customer operations awareness
- Operational systems knowledge (Kraken)
- Decision-making in complex customer scenarios
Timeline
Shift Manager
Taco Bell UK
Energy Specialist
EDF Energy UK
- 2026.02
Customer Support Representative
British Telecom
MSc - Applied Data Science and Statistics
University of Exeter
Bachelor of Mechanical Engineering -
CSMSS Chh. Shahu College of Engineering