Neha Sharma

Nobody phones their energy supplier because they are having a good day. Turning those calls around is something I have become very good at in three years at a busy contact centre, and I would like to bring that experience to Clyde Energy’s billing team.

At Northlink Broadband I handle 60–70 inbound calls and live chats a day on billing, faults and complaints. My recent performance:

• customer satisfaction of 94%, against a team average of 86%
• first-contact resolution of 82%, the highest in my team of 15 for four consecutive quarters
• retained 38% of customers who called to cancel, by finding plans that genuinely suited them

I am comfortable using Salesforce Service Cloud and Genesys, and I keep accurate notes so customers never have to explain their problem twice. I have also mentored new starters during their first month on the phones, which I really enjoy. When I notice the same complaint coming up again and again, I flag it to my team leader with examples – one of those reports led to a clearer bill layout that cut related calls by a fifth.

I understand that many of your customers are worried about rising bills, and I would treat each call with patience and care. I am happy to work shifts, including weekends. Thank you for considering my application.