CHRISTOPHER MURPHY
Bristol
Summary
I am highly experienced, with a proven track record of ensuring quality and performance across multiple teams. Working within a target driven environment and can confidently communicate with colleagues and trainees within the sector to achieve success.
Overview
24
24
years of professional experience
Work history
Quality And Performance Analyst
OVO Energy
2024.09 - 2026.02
- Checking our Quality Analyst audit checks to see if there are any variances in their marking
- Identifying trends and reporting in a timely manner
- Running calibration sessions with our Offshore Quality Analysts, identifying areas for improvement
- Providing 1-2-1 coaching support with our Offshore Quality Analysts, ensuring they have the tools and knowledge they need to mark customer interactions correctly
- Travelled to Chennai in India to run accreditations, upskilling in excess of 120 Quality Analysts on the compliance framework and getting them signed off in order to score our agents on customer contacts and warrant checks.
- Completing all adhoc tasks in a timely manner, supporting other areas within Quality & Performance
Back Office Operations
OVO Energy
2021.11 - 2024.09
- Processing open cases on accounts for example Billing, Payments and Erroneous Transfers.
- Helping in the Team Support chat with any queries people have to help resolve issues efficiently for customers, while coaching around the issue to help upskill the advisor so they are able to resolve the issue themselves if the query comes up again
- Holding morning meetings to discuss useful topics and to deliver group training for any company or industry changes.
- Peer to peer coaching on team as well as across the department, which involved call listening to help new agents hit team targets and discuss any other areas they are wanting to improve on.
Market Operations Advisor
Bristol Energy Ltd
2020.01 - 2021.11
- Analysis of read trends to ensure settlement performance and customer experience expectations are met
- Handling both inbound and outbound calls with external supply chains
- Processing both internal and external email communications, dealing with updates, consumer complaints and other supply chain issues
- Navigating through inhouse systems and national data bases to find necessary information to help resolve queries
- Registering new supplies
Customer Service Advisor
Ovo Energy Ltd
2019.05 - 2020.01
- Taking inbound calls dealing with customer complaints
- Discussing statements and taking meter reads to bill customers up to date
- Amending direct debits to suit the customer's needs
- Soft selling energy contracts and processing customer sign ups
- Booking smart meter appointments and dealing with smart meter queries
Change of Supply Analyst
Opus Energy Ltd
2012.07 - 2019.05
- Analysis of read trends to ensure settlement performance and customer experience expectations are met
- Responsible for the accuracy and processing of disputed read dataflows (inbound and outbound) within industry standard timescales
- Handling both inbound and outbound calls with external supply chains
- Processing both internal and external email communications, dealing with updates, consumer complaints and other supply chain issues
- Managing work flows in line with company values and targets
- Experienced knowledge in MAP08 and Schedule 11 regulations and compliance
- Contributes to team initiatives through organising incentives to increase productivity and support a high level of morale
- Working the monthly Elexon Report to ensure energy settlement is correct
- Working as part of a team in a target driven environment focusing on quality and productivity Conducts Quality Assurance checks and delivers feedback
Career Break to Travel South East Asia
Thailand, Cambodia, Vietnam, Loas
2011.10 - 2012.07
Customer Service Advisor
DX Secure
2007.01 - 2011.10
Customer Service Advisor
National Grid Transco
2004.01 - 2007.01
Commis Chef
Yeoman Of England
2002.01 - 2004.01
Skills
Good communicater
Problem solving
Time management
Attention to detail
Adaptability
Building relationships
Accomplishments
- Focus on detail, efficiency and teamwork enabling me to balance the needs of a successful team in an ever-changing environment.
- I have trained in excess of 120 quality analysts to the level that the business requires to perform quality checks to ensure they are compliant to regulations.
- Cross border training involving travel to and from Chennai in India.
- I value being able to motivate teams and coach individuals whilst managing my own time to ensure all work is completed to the highest standards.
- Being able to adapt to different in house systems to complete day to day tasks
References
References available upon request.
Timeline
Quality And Performance Analyst
OVO Energy
2024.09 - 2026.02
Back Office Operations
OVO Energy
2021.11 - 2024.09
Market Operations Advisor
Bristol Energy Ltd
2020.01 - 2021.11
Customer Service Advisor
Ovo Energy Ltd
2019.05 - 2020.01
Change of Supply Analyst
Opus Energy Ltd
2012.07 - 2019.05
Career Break to Travel South East Asia
Thailand, Cambodia, Vietnam, Loas
2011.10 - 2012.07
Customer Service Advisor
DX Secure
2007.01 - 2011.10
Customer Service Advisor
National Grid Transco
2004.01 - 2007.01
Commis Chef
Yeoman Of England
2002.01 - 2004.01