Summary
Overview
Work history
Skills
Additional Qualifications
Timeline
Volunteer

Sheri Low

Perth

Summary

I am a Passionate and Organised Team Leader who builds positive rapport, inspires trust and guides teams to achieve organisational goals. A strong facilitator, trainer and mentor while aligning workplace culture with organisation mission and values. I have had great success in supporting people with their career and personal development.


I thrive in challenging situations, adapt well in changing environments and I am always keen to learn new skills and or try a different way of doing things.


Overview

16
16
years of professional experience

Work history

Team Leader

OVO
Perth
11.2021 - Current
  • Planning and forecasting to ensure we meet regulatory requirements and external partner Service Level Agreements
  • One on One Coaching, to find out each individual's aspirations and support them in achieving their career goals
  • Pioneering - Reviewing and streamlining processes and utilising automated programs to achieve a full end to end process for our members to ensure a smooth transfer experience
  • Working with an agile approach, using agile methodology to create a collaborative space which empowers my team to make changes and measure their success - recently supporting and testing for a project to implement logic to interface which resulted in a saving of 3 FTE.
  • Engaging with senior management and internal and external stakeholders
  • Working in a commercial environment with Account Managers and external partners, attending weekly operations meetings to ensure the success of a great working relationship
  • Trust - I believe the foundations of a great relationship and a successful team is built on trust, I work hard to maintain and build relationships across the business
  • Facilitating and Delivering training , making sure everyone is kept up to date with the correct information, resources and best practices
  • Engagement - Creating a psychologically safe space for my team , while also incorporating fun games and challenges to boost morale and nurture colleagues' relationships with each other
  • Innovation - Always encouraging innovation, keeping my team actively involved to look at better ways of doing things
  • Communication - Having clear, open and honest communication, leaving the door open for Questions, remaining observant and leading by example
  • Data Analysis - Collate and present data, looking at potential Data Cleansing opportunities
  • Performance Management - Working with individuals to support them with reaching their Key Performance Indicators
  • Celebrating successes , providing praise and recognition Challenging behaviours and having difficult conversations if required
  • Feedback - Delivering feedback to individuals and also always asking for constructive feedback for myself so I can continually work to improve my own performance.

Acting up Team Leader

SSE / OVO
Perth
11.2020 - 11.2021
  • All management duties as described in my previous role
  • Worked with automation developers and implemented a process , as per Ofgem Guaranteed Standards Regulation , which had a saving of 10 FTE in cost avoidance
  • Worked as a key stakeholder on another project automating electric and gas flows received by the company with minimal fall out, resulting in a cost saving of 4FTE for the business.

Deputy Team Manager

SSE / OVO
Perth
06.2014 - 11.2020
  • Planning and Forecasting to ensure we meet obligations
  • Implementation of clearance plans, to track progress and to ensure i meet the targets provided
  • Resource allocation to ensure we are prioritising work items to maximise our efficiency and using excellent organisational skills to manage large workloads
  • Development of Coaching plans to get the best out of my team
  • Side by side and remote coaching sessions
  • Training work items to advisors as the more knowledge based within the team, the better the journey for the customer and it keeps the role exciting and challenging for advisors
  • Presenting and engaging staff in learning sessions and challenges - this keeps the fun within the team and gives everyone the opportunity to share their own thoughts and or experiences on a wide range of subjects.

Complaints Advisor

SSE
Perth
11.2013 - 06.2014
  • Using interpersonal skills to Provide outstanding service to our customers
  • Ensuring a one point resolution for customers
  • Managing day filed accounts and ensuring all deadlines are met
  • Investigating accounts to identify any concerns and using these concerns to provide learning sessions or communication briefs
  • Allowing me to empathise with our customers and go the extra mile.

Trainer

SSE
Perth
09.2013 - 11.2013
  • I completed full Corporate SSE training with a school leaver who could not meet the opening date for BAU training
  • Preparing training material
  • Implementation of engaging learning sessions.

Quality and Assurance Advisor

SSE
Perth
05.2013 - 09.2013
  • Listening to advisors calls and providing constructive feedback
  • Identifying any patterns , resolving them efficiently to minimise business disruption
  • Ensuring all calls were compliant
  • Adhering to Supply License Conditions.

Team Coach

SSE
10.2010 - 05.2013
  • Side by side coaching and training
  • Supporting advisors by Floor walking
  • Implementation of clearance plans
  • Creating telephony rotas
  • Managing efficiencies
  • Auto quality for telephony.

Customer Service Advisor

SSE
Perth
10.2007 - 10.2010
  • Providing excellent customer service to our members
  • Processing Applications
  • Meeting and exceeding Quality and Efficiency targets
  • Providing a one touch resolution for customers
  • Resolving customer complaints
  • Engaging in safety sessions.

Skills

  • Clear communicator
  • Active Listening
  • Management skills
  • Problem Solving with analytical thinking and a methodical approach
  • Empathetic and Patient
  • Flexible
  • Growth Mindset
  • Adaptable
  • Data Analysis
  • Performance Management
  • Strategic Thinking

Additional Qualifications

  • Yellow Belt Lean Academy , equating to a saving of £10,407, for the business
  • Level 7 SVQ in Management
  • ICP Agile

Timeline

Team Leader

OVO
11.2021 - Current

Acting up Team Leader

SSE / OVO
11.2020 - 11.2021

Deputy Team Manager

SSE / OVO
06.2014 - 11.2020

Complaints Advisor

SSE
11.2013 - 06.2014

Trainer

SSE
09.2013 - 11.2013

Quality and Assurance Advisor

SSE
05.2013 - 09.2013

Team Coach

SSE
10.2010 - 05.2013

Customer Service Advisor

SSE
10.2007 - 10.2010

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Sheri Low