Chevonne Scholte

Experience

• 

  Npower

  Apr 2007 - Jul 2021

  Main role includes creation of critical Key Performance metrics for external submission, Ensuring robust governance in place, Improvements to processes to reduce costs to serveResponsible for producing and providing insight on Key Performance Indicators used to identify improvement projects to give tangible benefits to the business. Calculating benefits, Risks, Customer impacts and Opportunity to produce compelling business case to support with prioritisation. Utilising various Project Methodologies to manage initiatives End to End including completing readiness activity, stakeholder engagement and tracking benefits.Responsible for:• Daily/Weekly KPI Performance• Forecasting • Benefit Realisation • Continuous Improvement Opportunities• Stakeholder Management across multi Departments• Managing Change Show less Accountable for completing a full operational readiness impact assessment to ensure robust readiness plans are in place in preparation for changes being delivered. Engaging with stakeholders across all impacted areas and tailoring post readiness plans to their needs. Utilised the project life cycle to ensure all requirements captured and support with ensuring the project’s success.• Worked closely with the Operational Business owners and Technical Delivery Consultants to ensure maintained accurate stakeholder matrix• Ensured process documentation was reviewed regularly to drive continuous improvement• Used experience and knowledge of lean/six sigma tools to analyze a wide range of problems and formulate solutions to business objectives• Good understanding of the energy industry and operational business areas • Adapted Leadership skills to drive improvements within the operational areas and to get management buy-in Show less Responsible and accountable for the performance of 4 Team Managers, each with 12-14 FTE. Successfully monitored and delivered on target performance against service level targets to ensure high standards of customer service. Supported with escalated complaints, various workstreams, to ensure we strived for first time resolution. Implementation of new ways of working to complete journey end to end to increase output and customer satisfaction.• Supporting my Team Managers to drive performance across the wider team by providing coaching and guidance• Managed poor performance in line with internal policies with the support of HR department• Facilitated daily huddles to celebrate success and share best practices to drive performance with both Team Managers and advisors• Managed absence through capability process and provided support for employees to come back to work with robust return to work plans Show less

  • Home and Business Senior Performance Outcome Lead

    Nov 2018 - Jul 2021

  • Operational Readiness Co-Ordinator

    May 2016 - Nov 2018

  • Front Line Manager

    May 2015 - May 2016

  • Performance Manager

    May 2014 - May 2016

  • Senior Customer Service Advisor

    Sept 2013 - May 2014

  • Quality Analyst

    Feb 2012 - Sept 2013

  • Customer Service Team Manager

    Jul 2008 - Feb 2012

  • Customer Service Administrator

    Apr 2007 - Jul 2008
• 

  EDF (UK)

  Jul 2021 - now

  • Service and Query Management Product Lead

    Sept 2023 - now

  • Operational Strategy and Data Lead

    Jun 2022 - Sept 2023

  • Senior Analyst

    Jul 2021 - Jun 2022