Amanda Lewis

As a Data Analyst, I developed and maintained scalable dbt models to support efficient data pipelines, optimised SQL queries in Databricks for large datasets, and conducted advanced analysis in Python to deliver actionable insights. I also created interactive Streamlit applications, Tableau dashboards, and Django-based backend databases, making data accessible across the business and strengthening Octopus Energy’s analytical capabilities.

• Built a Customer Propensity to Contact model, uncovering drivers of customer enquiries and enabling proactive interventions.
• Analysed internal Customer Happiness Index (CHI), providing leadership with actionable insights into satisfaction drivers.
• Conducted a comprehensive Incentive Retrospective, evaluating profitability, cost-effectiveness, and the impact of incentives on call centre behaviour and productivity.

Joining Kraken Technologies at the launch of its flagship overseas program, I served as a Digital Operations Specialist responsible for testing, refining, and supporting the platform’s expansion into new markets. This involved providing efficient, customer-focused support while also identifying what processes worked best for both clients and the business. By combining frontline service delivery with operational insight, I contributed to refining Kraken’s approach to international expansion.

• Delivered friendly, efficient, and solutions-oriented service to customers, handling complex and challenging situations with ease.
• Increased customer satisfaction through proactive issue resolution and consistent service quality.
• Exceeded performance goals by effectively prioritising tasks and maintaining a strong work ethic.
• Ensured compliance with industry regulations by enforcing strict protocols and best practices.
• Streamlined operational procedures, improving efficiency and informing the development of scalable processes for overseas clients.

In this role, I supported commercial strategy through data-driven reporting, analysis, and product testing. I produced regular forecasts and ad-hoc reports using Python, SQL, Power BI, and Excel, ensuring stakeholders had clear insights to guide decisions. I also contributed to the design and implementation of new products and initiatives, while strengthening processes through close collaboration with internal teams and external partners.

• Produced weekly and monthly forecasts as well as bespoke reporting to support operational and strategic decision-making.
• Analysed, tested, and implemented new products and initiatives, ensuring alignment with business objectives.
• Defined project scopes and documented requirements, providing clarity for cross-functional teams.
• Collaborated with market and pricing teams, gaining exposure to commercial strategy and decision-making processes.
• Built strong working relationships with Nectar product support teams and stakeholders, streamlining workflows and improving efficiency.

Promoted to take on a newly created role within Powershop UK, I provided specialised customer support as part of a new program designed to deliver higher-value service. This position required resolving complex queries across multiple channels while also helping to shape and refine processes to ensure the initiative's success. Acting as a trusted escalation point, I balanced hands-on problem-solving with proactive process improvement and cross-department collaboration.

• Resolved complex customer queries across a variety of channels with efficiency and professionalism.
• Acted as a point of escalation, supporting colleagues in handling challenging cases.
• Identified service trends, championing continuous improvement initiatives.
• Maintained strong working relationships with other departments, driving process improvements and knowledge sharing.
• Demonstrated adaptability, self-motivation, and workload management in a newly established role.

In this frontline role, I delivered high-quality support to a diverse customer base, building the foundations for my progression within Powershop UK. I was quickly recognised for my resilience, adaptability, and ability to manage challenging situations, which led to being identified as an escalation point for colleagues.

• Recognised for astrong work ethic and positive attitude, contributing to a supportive team environment.
• Acted as an escalation point for complex queries, drawing on experience with Australian and New Zealand markets.
• Addressed customer complaints effectively, mitigating dissatisfaction and improving customer outcomes.

In this role, I was responsible for managing credit solutions across Powershop’s Australian and New Zealand markets, balancing customer support with financial performance. I built effective relationships with customers to resolve payment challenges, improved recovery processes, and introduced fairer procedures for those experiencing hardship. My contributions not only reduced overdue balances and bad debt but also strengthened customer trust and satisfaction.

• Built strong customer relationships, improving both satisfaction and repayment outcomes.
• Reduced overdue balances and minimised bad debt by identifying communication breakdowns and coordinating with service, sales, and billing teams.
• Implemented new processes for disconnections and hardship cases, ensuring compliance while supporting vulnerable customers.