Danielle Deeprose

I have over 16 years’ experience of administration and I take to roles very easily which makes me an extremely adaptable person. I’m an enthusiastic and hardworking individual who always strives to do my best at any task that is given to me. My previous positions have been based within the customer service sector, which is where my skill set excels. People refer to me as an outgoing and target driven person. Who is good at communicating with customers, whether it be face to face or over the phone. I enjoy working as a team, but I can also work well as an individual. Always willing to learn new things and easily adaptable to new working environments. 

My current role within Npower bases me in the contact centre where I have grown as a person and excelled the skills I had when first joining the team. I joined in 2018 and since then progressed my knowledge of the energy industry and play a vital role within the team.  In this time, I have built long standing relationships with colleagues in my team, and within other departments which help me carry out my daily duties and provide my customers the best level of service possible. 

Daily I manage customer queries, whether its over the phone or via an email. It can be as simple as a copy invoice, or as complex as an issue with their contract. No query is the same – every contact with our customers is different. I have learnt how to prioritise my workload as per what is expected by the management level, working to timelines and deadlines each week. 

Our role is important to the business as we are the main point of contact for customers querying things on their accounts, which is why we have quality and performance leaders on the team to ensure we are doing what’s required, I pride myself on always doing a good job. If I have ever received any negative/constructive criticism in the past, I take it on board and work on how I can improve this, so it doesn’t happen again. 

I am known for ensuring accuracy and following through on tasks, as evidenced in my 6 consecutive years in this role. This quality is vital in any job as it helps avoid mistakes and produce quality results regardless of the line of work. Our industry is ever changing which means we need to keep on top of the knowledge within the industry and obtain any necessary training through My Genius portal if anything new comes out into the energy sector. 

Now I am looking for a new challenge, possibly even a new career where I can expand my skills and experience that I have gained from the previous customer service roles I have held in the past.

Customer Contact Executive, Npower                                                         April 2018 – Present

• Experienced call centre advisor with an excellent telephone manner, handling high volume inbound customer calls/emails and help with their inquiries.
• Perform general administrative duties.
• Case manage and resolve a range of daily incoming general customer queries, focusing on first call resolution along with managing complex queries.
• Ability to remain calm when dealing with emotional, difficult, or distressed customers.
• Continuously managing a high-volume workload within a deadline-driven environment, resolving numerous queries daily/weekly and consistently meeting performance benchmarks in all areas (speed, accuracy, volume)
• Handle escalated complex queries related to various customer complaints, following them through to a satisfactory conclusion.
• Collaborate with other departments such as Sales, Billing, Metering, and many other departments to ensure a smooth customer journey.
• Develop and maintain working relationships with various energy consultants, ensuring all queries are resolved to an excellent standard of customer service.
• Competent in using various systems Junifer, SAP, manval, Microsoft outlook, excel, PowerPoint.  

Provide in-house training and support to team members, supporting management when required.

Education

Pensnett School of Technology                                                                                2002 – 2007

• ICT, Pass
• Art, B
• Science, C
• English, B
• Math’s, C
• RE, C
• Geography, C
• Food Tech, B