RAMINDER KAUR SANDHU
Summary
An analytical and detail-oriented professional with a strong track record in coaching, performance management, and process optimisation. Skilled in identifying trends, mentoring colleagues, and driving performance improvements, I excel at enhancing customer service quality and operational efficiency. A strong communicator, I translate complex data into actionable insights for both technical and non-technical stakeholders. Committed to fostering high-performing teams and ensuring best-in-class service through continuous learning and industry best practices.
Overview
11
11
years of professional experience
Work history
Contract Volume Analyst
Npower Business Solutions
06.2024 - Current
- Ensuring the accurate production of forecasts in line with customer and E.ON's expectations by leveraging communication channels with customers and internal teams to understand historical and future volume positions.
- Updating customer forecasts promptly to meet both customer and company standards, utilising insights from internal sources and customer intelligence to ensure accuracy.
- Managing system-driven processes to ensure timely completion within agreed timescales and adherence to established process maps for ticket management.
- Overseeing customer positions to enable correct trading activities, optimising outcomes for both the customer and E.ON.
- Collaborating with internal stakeholders to communicate customer positions effectively, ensuring tasks are completed by specified deadlines.
Technical Billing Analyst
First Utility/Shell Energy
Coventry
01.2016 - 03.2024
- Updating and maintaining the billing schedule
- Extracting, manipulating and validating data
- Writing specific SQL scripts to deliver billing solutions
- Working with Bill Media to ensure quality checks are done before comms are sent out to the customers
- Providing support to the business through cross-departmental reporting and analysis
- Maintain day-to-day relationships with multiple stakeholders
- Problem-solving issues to continue flowing workstream
- Attention to detail while refining internal processes, implementing robust validation checks, and conducting regular audits to uphold the highest standards in billing accuracy
- Assists in the coordination of scheduling of billing activities with relevant stakeholders
- Collaborating with cross-functional teams to identify and resolve software defects
- Conducting comprehensive testing, including functional, regression and performance testing
- Quality Auditing and Reporting
- Lead levelling sessions
- Investigate root cause to provide feedback and create a chronology of the customer's service journey
- Manipulating and analysing large data sets
- Depth of knowledge of the Energy industry
- Creating framework and training packs
- Manage customer read disputes
- Staff training
- Complaint handling
- Resolution of technical data errors
- Collaborated with cross-functional teams to implement customer feedback-driven improvements
Quality Assurance Executive/ Reporting & Analysing
First Utility
Warwick
03.2015 - 01.2016
- Conducted quality auditing and reporting activities.
- Identified themes or trends at individual, team, or departmental levels and provided reports and analysis to implement and co-deliver the necessary coaching-led actions, whether in one-on-one sessions or group settings with Customer Service Representatives (CSRs).
- Investigated root causes to provide feedback and create a chronology of the customer's service journey.
- Manipulated and analyzed large datasets.
- Championed the quality framework within Customer Services and the wider business, ensuring my understanding and knowledge of the framework was at the highest level possible.
- Created frameworks, training packs, and process documents for new starters and auditing purposes.
Senior Energy Supply & Retention
First Utility
Warwick
07.2014 - 03.2015
- Managed and resolved complaints.
- Adapted to changes and met the evolving demands of the work environment, including any delays or unexpected demands.
- Managed and resolved disputed opening reads following a change of supply to ensure customers received accurate first bills.
- Resolved technical data errors.
- Collaborated with cross-functional teams to implement improvements driven by customer feedback.
- Demonstrated teamwork while also working independently and using initiative.
- Implemented quality management practices, seeking opportunities for improvement and actively promoting quality.
Education
GCSEs - 5 GCSE's received at C including Maths & English
Foxford School & Community Arts College
06.2005
Skills
- Communication
- Adaptability
- Analytical Thinking
- Problem-solving
- Decision-making
- Attention to Compliance and Ethics
- Time Management
Languages
English
Proficient
C2
Punjabi
Proficient
C2
Hindi
Upper intermediate
B2
Timeline
Contract Volume Analyst
Npower Business Solutions
06.2024 - Current
Technical Billing Analyst
First Utility/Shell Energy
01.2016 - 03.2024
Quality Assurance Executive/ Reporting & Analysing
First Utility
03.2015 - 01.2016
Senior Energy Supply & Retention
First Utility
07.2014 - 03.2015
GCSEs - 5 GCSE's received at C including Maths & English
Foxford School & Community Arts College
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