Mcebisi Mahlangu
Continuous Improvement Lead
Nuthall Road, NOTTINGHAM
Summary
Digital Technology professional with over 5 years energy industry experience delivering optimal technical solutions. With a strong combination of operational and technical expertise I am skilled in implementing and improving innovative end to end digital solutions. It’s not all tech, I am a critical thinker capable of devising cost and resource effective solutions at different levels of scale and complexity.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
Continuous Improvement – Lead Analyst
Yü Energy
12.2022 - Current
- Working closely with Operational, Finance and Technology Leaders to recommend and deliver impactful improvements to all areas with a unified, collaborative approach. Managing delivery scope, implementation and presenting options/benefits to higher management
- Ensuring new solutions fit into established integration architecture or have clear roadmap into API architecture.
- Creating and Maintaining API policies in Mulesoft and Gentrack Cloud
- Fire-fighting - Demonstrating high level of initiative and creativity while tackling difficult and time sensitive problems. Facilitating all efforts through effective communication, coordinating fast resolution and future mitigations.
- Creating Reporting Dashboards in Power BI and Tableau to tell insightful stories that feed the continuous improvement loop/cycle.
- Raising support and Change Requests to enhance existing system functionality and APIs
- Data cleanse and migration of legacy accounts into new Salesforce/Mulesoft warehouse.
- EBRS and EBDS scheme governance
Product Owner
Yü Energy
Nottingham
08.2021 - Current
- Product Owner of online customer self-serve portal and award winning Digital Transformation (Salesforce) implementation project.
- Discovery and to-be workshops - gathering and refining requirements, focusing on overarching data and integration architecture.
- Managed implementation of technical requirements including validating+mapping API documentation and event payloads to product requirements.
- Owning Systems integration and testing. Managing authentication, configuration and API policies in Mulesoft and Gentrack Cloud. Integrated platforms include · ECOES, XOSERVE, Electralink, Experian, GCIS and Twilio
- Working closely with developers on integration issues, API responses, bugs and solution architecture. Managing technical issues with partners and 3rd parties, maintaining and updating RAID log to communicate and manage risks.
- Hands on management of UAT and Hypercare/Go-live support
- Using various Product management tools and advocating best practices in Jira, LucidSpark, Trello, Teams, Sharepoint
Operations Coordinator
Yü Energy
Nottingham
09.2018 - Current
- Led a team of 6 Back Office Support staff managing Billing, Read Disputes, Operational campaigns and COTs
- Realizing operational and commercial vision by implementing process improvements in various Back Office functions as well as Change of Tenancy, Sales and Finance
- Implemented company's first API applications: meter read submissions via website and HH data requests via robotic partner application.
- Maintaining good working relationships with a wide range of stakeholders in order to facilitate change most efficiently across the business
- Managed data migration of entire gas portfolio onto new system and Supplier Code.
- Supported the business through merger acquisitions and SOLR ~from data cleanse, communications and onboarding to read disputes and product lifecycle
- Product Owner for company's Customer Portal (online self serve) - managing all requirements and relationships with internal and 3rd party stakeholders. Delivering MVP and continuous improvement cycles
- Knowledge Management - proposed and led successful knowledge base product that centralized existing knowledge and SOPs and sparked improvements to processes as well as employee onboarding, training and engagement
- Performed statistical analysis to gather insights for operational team needs and inform future improvements
Call Centre Claims and Sales Agent/Customer Service Advisor
Domestic and General
Nottingham
07.2012 - 12.2017
- Professional and friendly point of contact for customers who are registering or have extended warranties/maintenance plans for their domestic appliances
- Multitasking and Navigating several programs, IT systems, databases, and trade portals
- Using databases and trade portals to find replacement appliances for customers; considering suitability, price, and delivery options
- Processing payments, invoicing, setting up Direct Debits
- Handling complaints and managing customer expectations throughout their journey
- Maintaining thorough knowledge of products, systems, and changes to help resolve queries faster
- Using interpersonal skills to maintain great customer service while dealing with complex issues
- Cross-selling to new & existing customers based on their needs
- Building trust and rapport with customers, suppliers, and repair agents
- Liaising with other departments internally as well as external suppliers/manufacturers to solve problems that arise, check stock, ETA etc
- Booking repairs, ordering parts, tracking repair reports
- Upselling, sticking to legal guidelines and client direction/contracts
- Working towards my own individual and team targets, constantly reviewing areas for improvement
Rink Assistant
National Ice Centre
Nottingham
12.2009 - 01.2012
- Rotated roles. Ushering at the buildings entrance, skate hire, being the initial point of contact
- Minding skaters during public sessions/lessons/hockey game and practice sessions
- Managing behavior of skaters, keeping safe skating standards
- Operating sound and light systems for the different sessions
- Booking and assisting with birthday parties, being the rink mascot
- Building’s risk assessment, health & safety and security checks, locking up
- Skate hire tidying, skate maintenance and sharpening
- Logging equipment issues/failure
Education
ILM Supervisor/Team Leader L3
Futures For Business
Nottingham 04.2021 - 12.2022
Foundation Degree - Music technology
BTEC National Diploma - Music Technology
Confetti Institute
A Levels - undefined
Bilborough College, Farnborough School Nottingham
Skills
Business Change and Product Management
Time Management and Prioritization to achieve objectives, adapting to changes in requirements and urgency
Microsoft Suite - Power BI, Sharepoint, Power Automate
Performs exceptionally well under pressure
Expertise in a wide range of Energy Supplier operations - billing, settlements, metering, disputes
Systems integration and API driven solutions
Timeline
Continuous Improvement – Lead Analyst
Yü Energy
12.2022 - Current
Product Owner
Yü Energy
08.2021 - Current
ILM Supervisor/Team Leader L3
Futures For Business
04.2021 - 12.2022
Operations Coordinator
Yü Energy
09.2018 - Current
Call Centre Claims and Sales Agent/Customer Service Advisor
Domestic and General
07.2012 - 12.2017
Rink Assistant
National Ice Centre
12.2009 - 01.2012
Foundation Degree - Music technology
BTEC National Diploma - Music Technology
Confetti Institute
A Levels - undefined
Bilborough College, Farnborough School Nottingham