Summary
Overview
Work history
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Janice Stewart

Wembley,UK

Summary

I am a detail-oriented professional with a strong foundation in Change Delivery and Process Improvement. . As an experienced Change Delivery Lead, I have been recognised for driving project success and team collaboration. I have delivered complex projects on time, enhancing productivity and stakeholder satisfaction. As a people-orientated Team Leader, I was successful in completing tasks within SLA, ensuring accurate billing and customer satisfaction. I have exceptional interpersonal skills and am proficient in MS Excel and MS Word. I am able to demonstrate excellent written and verbal communication, coupled with a proven track record in Customer Service and Team Leadership. I am adept at problem solving, risk assessment and benefit tracking, with an awareness of regulatory standards within the Telco, Energy and Financial Service Industries. I possess advanced product knowledge, specifically energy billing techniques, alongside expertise in Asana and knowledge platform, Verint. I am committed to leveraging skills for continuous professional growth while contributing to organisational success through innovative solutions. I believe in aligning workplace culture with the organisation mission and values and I'm looking for new role where hard work and dedication will be valued.

Overview

21
21
years of professional experience
6
6
years of post-secondary education

Work history

Operations Change and Delivery Lead

Utility Warehouse
Colindale, London
11.2022 - 03.2025
  • Liaised effectively with over 30 stakeholders across the business in order to build relations and deliver changes.
  • Implemented risk management plans, enhancing project predictability.
  • Created detailed project plans for successful execution of tasks.
  • Delivered changes to the business via email communication and announcements using Verint.
  • Updated knowledge platform, Verint with relevant content and tips used by Operations.
  • Updated Asana with completed and ongoing project statuses to ensure full team and management visibility.
  • Promoted a collaborative environment, boosting team productivity through team huddles and refresher training sessions.
  • Built strong working relationships with business partners to ensure changes and projects were delivered on time.
  • Collaborated with cross-functional teams for efficient problem-solving.
  • Implemented benefit tracking through data analysis to monitor success rates.
  • Aligned delivery processes with business objectives and OFGEM regulatory requirements in order to improve outcomes.
  • Managed several projects to improve processes and streamline ways of working.
  • Investigated issues affecting operations, prepared reports and helped correct problems using my extensive energy knowledge and experience.

Energy Billing Team Leader

Utility Warehouse
Colindale, London
06.2017 - 11.2022
  • Implemented working methods by coaching team members through new or difficult workflows to improved overall efficiency.
  • Prioritised tasks according to urgency, importance and individual skills optimising workload allocation among team members.
  • Conducted monthly performance reviews using quality checks to identify areas of improvement for each team member.
  • Led a team of 10 people to achieve weekly KPI targets and successfully completed assigned daily tasks.
  • Ensured adherence to company policy by all team members, maintaining professionalism at all times.
  • Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills within the energy industry.
  • Provided comprehensive energy billing training to reduce customer complaints.
  • Introduced innovative solutions which maximised output without compromising quality.
  • Provided leadership and direction for employees, supervising activities to drive productivity, efficiency and progression.

Senior Billing Analyst

Utility Warehouse
Colindale, UK
03.2017 - 06.2017
  • Prioritised and allocated daily tasks to team members to ensure targets were met.
  • Supported with online training provided to remote team members.
  • Amended and reviewed exceptions to ensure accurate monthly/quarterly customer billing.
  • Completed complex energy queries such as BP rebuilds, Rebilling of Accounts, Tariff and Profile changes using accuracy and efficiency.
  • Successfully delivered on completed tasks within tight monthly deadlines.
  • Improved efficiency and productivity within the team by assisting with training, side-by-side coaching and complaint handling.

Billing Administrator

Utility Warehouse
Colindale, UK
11.2014 - 03.2017
  • Ensured accurate billing of customer accounts.
  • Resolved interdepartmental energy customer queries to maintain excellent customer service.
  • Monitored Read Exceptions to ensure customer billing accuracy.
  • Liaised with various departments to settle metering queries/corrections and opening/closing meter reading disputes.
  • Called customers to resolve complex queries, energy billing disputes and complaints.
  • Conducted monthly reconciliations of accounts, ensuring accuracy of data.
  • Generated monthly 'Findings & Comments Reports' to monitor the team's output to ensure monthly deadlines were met.

Senior Correspondence Administrator

Utility Warehouse
Colindale, UK
08.2012 - 11.2014
  • Oversaw and coordinated the day-to-day running of the team.
  • Ran daily stats reports to ensure targets were met.
  • Compiled essential data into useful spreadsheets enhancing overall understanding of business performance.
  • Replied to customer escalated and complex queries by phone, email and letter.
  • Improved record keeping system with attention to detail and thoroughness.
  • Resolved basic technical and energy queries swiftly to avoid unnecessary delays in workflow.
  • Assisted senior administrators to effectively coordinate tasks and call backs.
  • Handled sensitive information discreetly, maintaining confidentiality at all times in line with company policy.

Correspondence Administrator

Utility Warehouse
Colindale, UK
07.2004 - 08.2012
  • Resolved customers' written requests, queries and complaints.
  • Promoted additional services to new and existing customers to enhance customer savings.
  • Liaised with other departments to resolve queries with speed and efficiency.
  • Contacted third party companies for assistance, information and advice to ensure a smooth customer experience.
  • Delivered excellent customer service by proactively listening to concerns and answering questions.

Education

GCSE (equivalent) - Mathematics, English, Science (Triple), Geography, Afrikaans, Economics

Heathfield High School
Cape Town
01.1994 - 12.1999

Skills

  • Data Entry & Administration
  • Customer Service & Interpersonal skills
  • MS Word & Excel
  • Excellent Written and Verbal Communication
  • Attention to Detail & Problem solving
  • Numeric and Literacy skills
  • Awareness of Regulatory Standards
  • Risk Assessment Techniques
  • Feedback Handling
  • Data Analysis
  • Team Leadership
  • Public speaking
  • Energy Product Knowledge
  • Process Improvement & Change Delivery
  • Excellent Knowledge of Asana and Verint
  • Data Entry & Administration

Accomplishments

I often received star of the month awards as well as recognition for regularly hitting targets and meeting deadlines.


Affiliations

  • I enjoy socialising, watching movies, listening to music, cooking, traveling and following to topical affairs

Timeline

Operations Change and Delivery Lead

Utility Warehouse
11.2022 - 03.2025

Energy Billing Team Leader

Utility Warehouse
06.2017 - 11.2022

Senior Billing Analyst

Utility Warehouse
03.2017 - 06.2017

Billing Administrator

Utility Warehouse
11.2014 - 03.2017

Senior Correspondence Administrator

Utility Warehouse
08.2012 - 11.2014

Correspondence Administrator

Utility Warehouse
07.2004 - 08.2012

GCSE (equivalent) - Mathematics, English, Science (Triple), Geography, Afrikaans, Economics

Heathfield High School
01.1994 - 12.1999

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Janice Stewart