Sami Hoque

• Support the management of emergency and high-impact water supply incidents, working closely with Control Officers and out-of-hours operational teams.
• Escalate supply irregularities and customer-impacting issues in line with operational procedures.
• Maintain accurate incident records, logging key data including customer impact, vulnerability (PSR), and escalation actions.
• Communicate effectively with customers, operational staff, and internal teams during live incidents to manage expectations and reduce service impact.

• Provided administrative support during high-pressure periods, aiding overall productivity.
• Maintained accurate operational and compliance records across multiple digital systems.
• Supported day-to-day business operations, ensuring adherence to procedures and deadlines.

• Implemented workflow improvements that reduced backlogs and increased operational efficiency by 50%.
• Supported timely fulfilment of orders, contributing to increased profitability and service reliability.
• Performed precise measurements using advanced tools which improved accuracy of glasses produced.

• Assessed complex customer queries relating to utility services and billing.
• Collaborated with technical and operational teams to resolve service-related issues.
• Built rapport with customer's through empathetic handling of concerns.