Emma Davey

ChargedEV — October 2024 - Present

Lead the planning and coordination of installer capacity, ensuring maximum utilisation and efficiency across all regions.

• Manage installer diaries using multiple CRM and scheduling systems, ensuring accurate and up-to-date records across all platforms.
• Monitor installer capacity and utilisation feed back to stakeholders in weekly capacity meetings and advise a plan for improving the figures ahead of the following meeting.
• Work across various internal systems to maintain data integrity and operational visibility.
• Liaise with third-party subcontractors, manufacturers, and wholesalers to coordinate installations and resolve operational challenges.
• Oversee stock ordering and allocation to ensure all installations proceed without delays.
• Forecast stock requirements in line with demand and business growth.
• Raise and approve purchase orders (POs), ensuring cost control and timely procurement.
• Ensure engineers are equipped with the correct stock prior to installation.
• Coordinate fleet scheduling, ensuring vans are booked for MOTs, servicing, and repairs with minimal downtime.
• Identify recruitment needs based on capacity gaps and future demand.
• Lead a team of Resource Planners, conducting weekly 1-2-1s and driving performance improvement.
• Monitor KPIs and implement strategies to improve productivity and service delivery.
• Apply Six Sigma methodologies to identify inefficiencies and drive continuous improvement initiatives.
• Work closely with Regional Field Managers to align planning with field operations.
• Collaborate with senior leadership, including Operations Director and Managing Director.
• Act as the key link between office-based planning and field-based teams.

• Facilitated communication between field teams and office operations to enhance issue resolution.
• Supported management of pre-installation and same-day operational challenges to ensure appointments proceeded as scheduled.
• Assisted in investigating field-reported issues to identify practical solutions under time constraints.
• Updated customers directly regarding changes in scope, timelines, or additional costs to manage expectations.
• Coordinated responses to address staff shortages and reallocating resources to prevent appointment cancellations.
• Maintained focus on customer satisfaction while ensuring operational efficiency.

• Assisted with remote desktop surveys to evaluate installation feasibility for high-priority contractors.
• Reviewed submitted customer images and videos to assess eligibility for EV charger installations.
• Created accurate quotations based on technical assessments.
• Facilitated progression of suitable jobs to scheduling, improving efficiency and minimising failed installs.
• Streamlined survey and quoting processes to enhance turnaround times.
• Participated in weekly meetings with relevant stakeholders for each contract.
• Successfully delivered on tasks within tight deadlines.

• Assessed installation jobs and confirmed requirements were met before scheduling.
• Supported communication between assessment and scheduling teams to aid workflow.
• Handled post-installation issues within support and warranty to ensure customer satisfaction.
• Facilitated resolution of issues through effective communication with customers.
• Created processes aimed at improving aftercare and reducing repeat issues.

Assisted customers with inquiries throughout EV installation process.

• Provided guidance to build customer confidence in available services.
• Supported conversion of inquiries into confirmed installations.
• Developed understanding of customer needs and expectations.

• Cleaned classrooms and main areas after school times
• Assisted with regular deep cleans
• Performed routine checks on cleaning supplies inventory to avoid running out of key items.
• Upheld privacy regulations whilst carrying out duties in sensitive areas
• Secured premises at end of shift, ensuring safety of all areas.
• Worked quickly to complete cleaning within allotted timeframes.

• Managed dispatch system for efficient allocation of rides.
• Managed cash handling procedures at end-of-day reconciliation process.
• Assisted customers with booking queries to provide excellent service.
• Maintained accurate records of bookings, cancellations and other transactions.
• Kept up-to-date logs of driver shifts and availability, managed scheduling appropriately.
• Liaised with drivers to keep them updated on potential traffic issues or delays.
• Answered calls efficiently and professionally, gathering accurate booking information to ensure appropriate taxi dispatch.
• Monitored fleet status, alerted maintenance team to any necessary repairs or servicing needs.
• Handled fare disputes, negotiated fair outcomes for all parties involved.
• Reviewed customer feedback regularly, made necessary improvements in service delivery.
• Used GPS systems to track vehicle locations, ensured quick response times during peak hours.
• Coordinated transport logistics to ensure smooth operations.