Daniel Fenson
Lincolnshire
Summary
Accomplished professional with expertise in customer service and service improvement, demonstrating strong analytical skills and proficiency in data analysis. Proven leadership and team management abilities, complemented by Microsoft Office proficiency and regulatory compliance knowledge. Adept at job scheduling, complaint handling, web chat, CRM software use, mentoring and coaching, and order processing. Committed to driving operational excellence and enhancing customer satisfaction through strategic initiatives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
In-Home Caretaker
Home Based
2024.06 - 2026.03
- Provided in-home care for elderly family member
- Dispensed medication, assisted with activities of daily living, scheduled appointments and provoded transporation
Warrant and Revenue Account Manager
Face2face Contact
Stratford-upon-Avon
2023.02 - 2024.05
- Facilitated guidance and support for warrant officers executing energy warrants
- Updated industry practices and introduced procedures to enhance operational efficiency
- Conducted property analysis to identify issues and propose solutions for warrants
- Reported field issues to senior management prioritising officer safety
- Oversaw debt repayments using in-house systems
Complaints Specialist
Ecotricity
Stroud
2022.08 - 2023.01
- Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
- Monitored email to promptly collect and respond to complaints.
- Negotiated solutions with customers that balanced their needs with the company's policies, achieving mutually beneficial outcomes.
- Temporary contract
Senior Advisor (Jeopardy)
Npower
Worcester
2018.11 - 2022.07
- Monitoring Meter Operatives and ensuring they complete work accurately
- Supporting the team to meet and, wherever possible, exceed customer expectations
- Confidently re-scheduling jobs with customers in a timely manner
- Communicating regularly with customers via a range of platforms including SAP, WAM and CLICK
- Managing customer complaints and providing solutions
- Liaising with Field Team Managers regarding issues and feedback relating to Meter Operatives
- Regularly exceeded individual and departmental targets
- Recognised for demonstrating excellent communication skills
- Trusted as the first point of contact for all Meter Operatives
- Handled complex problems and issues by understanding root causes and implementing solutions.
- Adhered to industry regulations and legislation, staying updated on potential changes.
- Evaluated team performance regularly, providing constructive feedback and coaching for continuous improvement.
Administrator (Business and Social Housing)
Npower
Worcester
2015.10 - 2017.11
- Managing a new team and ensuring multiple projects are administered successfully
- Confidently planning a variety of diaries on a regular basis including engineer diaries
- Processing invoices and paying wages
- Recognised for building and supporting a new team and for being a confident leader
Service Advisor (Green Deal & Obligations Home Team)
Npower
Worcester
2013.11 - 2015.09
- Confidently training new starters and existing members of the team regarding new processes
- Assisting with the selling of boilers and associated ordering service
- Leading the team in the absence of the manager and ensuring that tasks are completed to a high standard
- Reporting regularly on team performance
- Achieved the accolade ‘Npower Customer Service Advisor of the year' in 2014
Education
Bachelor of Arts - English Language and Film Studies
University of Wales
01.2003
Skills
- Customer Service
- Service improvement
- Analytical skills
- Data Analysis
- Leadership
- Team management
- Microsoft Office proficiency
- Regulatory compliance
- Job scheduling
- Complaint handling
Certification
City & guilds level 2 diploma in customer service (QCF)
Custom Section
Full clean driving licence
References
Available on Request
Timeline
In-Home Caretaker
Home Based
2024.06 - 2026.03
Warrant and Revenue Account Manager
Face2face Contact
2023.02 - 2024.05
Complaints Specialist
Ecotricity
2022.08 - 2023.01
Senior Advisor (Jeopardy)
Npower
2018.11 - 2022.07
Administrator (Business and Social Housing)
Npower
2015.10 - 2017.11
Service Advisor (Green Deal & Obligations Home Team)
Npower
2013.11 - 2015.09
Bachelor of Arts - English Language and Film Studies
University of Wales