Matt Cogram

Experience

• 

  TOTO ENERGY LTD.

  Aug 2017 - May 2019

  • Completed daily billing and refund tasks accurately.• Investigated and resolved unbilled accounts.• Adhered to regulatory requirements.• Supported customer service with billing and refund queries.• Identified process improvement opportunities. • Monitored and addressed complaints.• Liaised with external bodies and assisted vulnerable customers.• Managed the administrative operation of the complaints process.• Responded to complaint emails efficiently.• Created training materials and delivered coaching sessions on the complaints process. •Receiving and dealing with customer queries•Providing accurate information•Following up on ongoing customer cases and communicating progress with the customer. Creating and maintain customer logs.•Answering complaint emails and replying with efficiency and empathic.

  • Billing and Refund Analyst

    Mar 2019 - May 2019

  • Customer Relations Account Manager

    Mar 2018 - Mar 2019

  • Customer Care Agent

    Aug 2017 - Mar 2018
• 

  Green Network UK Plc

  Jun 2019 - Feb 2021

  • Monitoring settlement performance liaising directly with Elexon and our DC• Maintaining accurate account information within the CRM system and on industry level about electricity and gas consumptions• Resolving account issues to improve the settlements position on all settlements runs• Liaising with internal teams and external parties on the resolution of industry operations enquiries• Identification and management of trading disputes• Creating and reviewing internal processes ensuring to be compliant with industry requirements• Ensuring that all work areas are compliant with legal and regulatory constraints• Utilising systems such as; Junifer, AFMS Gas, Salesforce and SFE S1 system. Show less • Dealing with escalated queries and account amendments, using the integrated Billing platform’s ticketing system• Providing support to the billing team, being responsible of a range of daily activities and of the maintenance of Excel Tracker files• Liaising with different parts of the business to help and overcome billing problems.• Making recommendations when testing on Salesforce• Disputing meter readings with the previous and new supplier as well as getting these validated by DC with electric and UtiliGroup using AFMS Gas software• Adhering to and managing the new Ofgem Regulations regarding the Final Bills process• Training the new billing agents and deliver ongoing training sessions when needed• Training the customer care department how to complete billing processes and to solve complex billing issues• Utilising systems such as; Junifer, AFMS Gas, Salesforce and SFE S1 system Show less

  • Settlement Analyst

    Dec 2020 - Feb 2021

  • Billing Analyst

    Jun 2019 - Nov 2020
• 

  Ombudsman Services

  Mar 2021 - Jul 2021

  Investigation Officer - Energy

  • Researched, analysed, and delivered case outcomes.• Managed caseload and communicated progress.• Maintained knowledge of energy sector and regulations.• Supported team members and reported data breaches.• Provided coverage for absent colleagues.

• 

  Elexon

  Aug 2021 - now

  • Provide technical expertise in the design of the energy market, specifically focusing on the Balancing and Settlement Code (BSC).• Work collaboratively with both internal and external stakeholders to evaluate changes in the industry and future market structures.• Act as a Subject Matter Expert (SME) in BSC-related matters, offering specialised analysis and guidance.• Take the lead on specific market design projects and offer support to Market Design Managers.• Conduct analysis and develop solutions to address issues related to balancing and settlement, presenting options to stakeholders.• Support initiatives for industry change and provide explanations of BSC principles to software and service providers.• Contribute to Elexon’s responses to industry consultations and engage with stakeholders.• Demonstrate leadership, problem-solving abilities, and business expertise in the energy market.• Promote knowledge sharing and teamwork while proactively acquiring new tools and methodologies.• Collaborated with external partners or stakeholders as part of the MHHS, fostering productive relationships and leveraging resources to enhance project outcomes and sustainability.• Demonstrated adaptability and problem-solving skills in addressing challenges encountered during the MHHS, proactively identifying solutions and mitigating risks to ensure project success. Show less • Provide product advice, support, and guidance to the team.• Develop SME knowledge in the relevant product/code.• Research BSC and subsidiary documents to understand rules.• Provide SME advice, guidance, and training to the team.• Follow operational processes, procedures, and obligations.• Monitor data and risks, identify and address issues promptly.• Advise colleagues and managers on key operational issues.• Analyse and report findings on issues, parameters, and changes.• Coordinate data validation and maintenance.• Provide analysis, reporting, recommendations to committees, etc.• Manage product changes and support related projects.• Build and maintain positive relationships with internal and external stakeholders.• Resolve customer service queries.• Demonstrate customer orientation in operational delivery.• Provide advice and support to customers and stakeholders.• Keep customers informed about industry developments.• Deliver training to customers and stakeholders in three areas of expertise.• Develop, review, and document processes and procedures.• Drive continuous improvement initiatives.• Enhance knowledge management systems and content. Show less

  • Market Design Advisor

    Nov 2023 - now

  • Product Analyst

    Sept 2022 - Nov 2023

  • Analyst

    Aug 2021 - Sept 2022