Michele Marshall
Head of Customer Operations @Water Plus
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WORK HISTORY
Head of Customer Operations @Water Plus
Stoke-on-Trent, GB
EDUCATION
Prifysgol Aberystwyth University
Bachelor of Science (BS), Agriculture and Food Marketing
SKILLS
ABOUT MICHELE MARSHALL
Industry lead on the successful transition of 10 complex work areas with a total weekly inflow of 43K to an off shore partner affecting 5m customersLed the performance improvement for 274 FTE during work transition throughout 2014 increasing productivity from 10K to 26K per week Business lead for billing and key operational led to a programme of work which supported the reduction of 589K late billed customers to below 100K in 5 monthsIntroduced a robust reporting model to track the performance of an off shore partner, highlighting areas of concern and producing remedial action plansManaged a series of complex high volume work areas over two IT systems to ensure accurate and timely billing in line with KPI’sIntroduced a robust process improvement and transformation procedure which has resulted in a reduction in unbilled customers of 27% Influential in decision making amongst peers, senior manager and stakeholders
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