Years of energy industry experience
Sarah Paylor
Stapleford,Nottingham
Summary
Accomplished leader with 12 years energy industry experience who has customer experience at the heart. Successful at managing multiple priorities with a positive attitude. Demonstrates strengths in networking and relationship-building to grow productive partnerships. Collaborative team player committed to achieving business targets.
Overview
12
12
Work history
Operations Issue Management (Intensive Care) Lead
E.on Next
Nottingham, Nottinghamshire
2023.03 - Current
- Compile and review user data on issues identifying patterns, scaling and prioritising issues for escalation.
- Manage multi-channel communication campaigns to support ops issue awareness and keep customers up to date where needed.
- Support the operation on how to respond to customers around issues we may be facing with our products and services.
- Speaking with with ops colleagues and stakeholders to maximise ops efficiency and first time fix potential.
- Use of data to understand root cause and creating solutions to address the root cause at ops and customer level
- Predicting and interpreting consumer and industry trends to improve product offerings.
- Lead and direct Energy Specialists to work together to meet short- and long-term team goals.
- Seeking new business connections to broaden issue resolution opportunities.
Gas Industry Team Lead
E.on Next
Nottingham, Nottinghamshire
2022.02 - 2023.03
- Monitored staff performance levels, implementing necessary changes to improve productivity and meet goals.
- Promoted company values and vision, ensuring full team adherence and investment.
- Mentored and coached junior staff to produce high-performing, quality team members.
- Developed and implemented strategic processes for improved productivity and profitability with the gas sector of the industry
- Created products to support the Learning and Development of the operation increasing efficiency
- Assessed feedback to maximise consumer satisfaction
- Maintained up-to-date data, records and receipts for audits and reconciliation.
Intensive Care Testing Lead (Migration)
E.on Next
Nottingham, Nottinghamshire
2021.01 - 2022.02
- Developed a system and product reviewing test success criteria for accuracy, clarity and completeness
- Planned and managed all project test stages, coordinating with external teams and contributing to project checkpoint meetings.
- Communicated clearly and concisely to referrals regarding potential system issues.
- Worked closely with technical team members while providing clear updates to non-technical stakeholders.
- Analysed incoming work to determine staff and test environment requirements.
- Investigated identified bugs, issues and problems
- Improved testing methods and strategies proactively to meet increasingly defined requirements.
- Replicated user issues to identify and eliminate root causes.
Energy Specialist
E.on Next
Nottingham, Nottinghamshire
2020.06 - 2021.01
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Assisted manager in implementing and updating procedures to sustain quality standards.
- Established positive relationships with customers by going extra mile to build rapport.
- Participated in staff meetings to discuss new developments.
- Liaised with team to develop strategies in improving customer service.
Customer Service Specialist
E.on Energy
Nottingham, Nottinghamshire
2011.02 - 2020.06
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Adhered strictly to policies and procedures for continued company compliance.
- Kept abreast with latest product developments to inform customers.
- Coached and trained team members to increase productivity and growth.
- Participated in staff meetings to discuss new developments.
Sales Staff
Domestic and General Finance Company Ltd
Nottingham, Nottinghamshire
2007.10 - 2011.01
Catering General Assistant
Nottingham Hospitality Ltd
Nottingham, Nottinghamshire
2003.01 - 2007.10
Education
GCSEs -
Bluecoat Beechdale Academy
Nottingham 1997.09 - 2002.07
Skills
- Brand building
- Data collection and analysis
- Employee management
- Product promotion
- Research and trend analysis
Timeline
Operations Issue Management (Intensive Care) Lead
E.on Next
2023.03 - Current
Gas Industry Team Lead
E.on Next
2022.02 - 2023.03
Intensive Care Testing Lead (Migration)
E.on Next
2021.01 - 2022.02
Energy Specialist
E.on Next
2020.06 - 2021.01
Customer Service Specialist
E.on Energy
2011.02 - 2020.06
Sales Staff
Domestic and General Finance Company Ltd
2007.10 - 2011.01
Catering General Assistant
Nottingham Hospitality Ltd
2003.01 - 2007.10
GCSEs -
Bluecoat Beechdale Academy
1997.09 - 2002.07