Nadine Walsh

Manage a team of 3 coordinators to proactively maximise revenue by Identifying, then remedying financial leakage within our department.

• Project Manage new workstreams from infancy, ensuring customer focus and compliancy are at the forefront.
• Develop then implement new organisational processes, which significantly increase upon existing revenue streams; one of which generates upwards of £938k to date.
• Draft accurate monthly management reports for executives to illustrate project timelines, progress and prospective projects.
• Achieved 153% of set annual KPI for non tariff credits and charges.
• Maintain high levels of accuracy with 99.78% success rate for all applied charges.
• Identify training needs and opportunities to provide support and Continued Professional Development (CPD) for staff.
• Built and nurture professional relationships with wide range of stakeholders and service providers to boost capabilities and diversify services.
• Monitor and resolve all objections in line with our 48 hour SLA, then Identify trends and patterns to guide changes to improve processes.

Lead a team of 8 coordinators to oversee the metering function in a growing new business; covered all aspects of metering, from liaising with stakeholders, engineers or customers to book site visits and resolve queries or complaints.

• Oversaw the emergency call line; customer calls were handled in a timely fashion with the appropriate action taken to ensure first time resolution, with a customer centric approach.
• Monitored and improved team performance to ensure operational targeted SLAs were met or surpassed with consistency.
• Produced monthly reports to update staff and executive team on challenges and successes.
• Cultivated continuous improvement environments, routinely identifying and addressing training needs to drive staff development.
• Reviewed and maintained department policies and procedures, ensuring all were adhered to in preparation for regulatory audits.
• Promoted an all-round customer focused approach, identifying customer service trends, creating proactive strategies to maintain best practices.