Peter Punchard

Strategic leader of a high-performing team, managing a customer base of 50,000 to 70,000. Bridged the gap between Team Leader and Operations Manager, driving operational success, performance improvement, and customer satisfaction.

Key Responsibilities:

• Led and mentored a team of 9 to 18 employees, providing coaching and performance feedback to enhance team capabilities.
• Managed a diverse customer portfolio, ensuring high-quality service delivery and optimizing customer retention.
• Oversaw scheduling, budgeting, and resource allocation to meet SLAs and operational goals.
• Designed and delivered training programs to enhance skill development, product knowledge, and customer service excellence.
• Collaborated cross-functionally with senior leadership and other departments to align operations with business goals and improve processes.

Supported the stabilization phase of the Origin-Accenture project post-migration to the new system by coaching and training new Accenture leaders (COLs) on leadership expectations and organizational culture. Guided COLs through performance and behavioural conversations to enhance leadership effectiveness and team performance.

Key Accomplishments:

• Contributed to the long-term success of the project by strengthening leadership foundations.
• Fostered stronger team dynamics between Origin and Accenture, ensuring seamless adaptation to the new system.
• Assisted in stabilising operations through high volumes enabling the business to meet strategic goals and improving customer experience

• Managed inbound and outbound calls, providing exceptional customer service while handling inquiries and resolving issues related to energy accounts
• Communicated with customers via email, addressing concerns and providing accurate, timely information on billing, account adjustments, and energy services
• Effectively de-escalated angry and aggressive customer interactions, ensuring a positive outcome while maintaining professionalism and compliance with company policies
• Managed sensitive customer information with a high level of confidentiality, adhering to privacy and security regulations
• Supported the training and upskilling of new team members, ensuring they were equipped with the knowledge and skills to excel in their roles as energy specialists
• Acted as the Second-in-Command (2IC) for the team, providing leadership support to the manager and stepping in during their absence to oversee team performance and operations
• Led initiatives to drive engagement and awareness around credit and collections conversations, fostering a proactive approach to managing customer accounts in various debit buckets
• Transitioned into managing three separate working groups focused on specific areas: Refunds, Industry Issues & Communication, and Collections

Managed customer complaints and complex issues from start to finish, ensuring timely and satisfactory resolution in line with company policies and customer expectations. Acted as the main point of contact for customers, providing clear communication and regular updates on case progress.

Key Responsibilities:

• Served as the primary point of contact for customers, guiding them through case resolution and managing expectations.
• Collaborated with internal departments, industry partners, and third-party vendors to gather information and resolve disputes.
• Ensured cases were handled efficiently and in accordance with SLAs, escalating issues to senior leadership as needed.
• Provided coaching and mentorship to junior case managers, enhancing their skills and case management capabilities.
• Maintained detailed case records to ensure transparency and facilitate knowledge sharing across teams.

Managed high-value debt recovery for both business and residential accounts through final in-house collections before referring accounts for external collections and potential litigation. Oversaw the end-to-end process of debt recovery, ensuring compliance with legal and regulatory standards while striving for optimal resolution of outstanding balances.

Key Responsibilities:

• Led final in-house collections and negotiated settlements to resolve high-value accounts.
• Collaborated with third-party contractors and external agencies for account escalation.
• Coordinated with legal teams on potential litigation cases

Led a team responsible for case managing a credit portfolio, liaising with other areas of the business to resolve issues, ensuring high service standards and adherence to company policies. Provided coaching and support, driving team performance and resolving complex customer concerns while additionally creating reporting for team.

Key Responsibilities:

• Managed a credit portfolio, collaborating with internal teams to address and resolve issues efficiently.
• Delivered coaching and support to team members, enhancing performance and development.
• Ensured compliance with company policies while maintaining high service standards for customer interactions.

Managed inquiries related to new energy connections, guiding customers through the process and ensuring seamless account setups. Communicated effectively with customers to set expectations and provide updates on connection timelines.

Key Responsibilities:

• Coordinated the new energy connection process, ensuring smooth account setups for customers.
• Communicated regularly with customers, providing clear updates on timelines and next steps.
• Ensured customer inquiries were addressed promptly, maintaining high service standards throughout the process.

Led a team responsible for providing centralized energy services, ensuring customer accounts were managed efficiently and effectively. Focused on team development and performance, driving high-quality service delivery, turning the department’s strategic NPS from negative year-to-date into positive.

Key Responsibilities:

• Managed a team delivering centralized energy services, ensuring efficient and effective account management.
• Focused on team development through coaching and performance management to enhance service delivery.
• Monitored service quality and ensured adherence to company standards and customer expectations.
• Drove improvements in customer satisfaction, contributing to a positive shift in departmental NPS

Led a team of Universal Agents through Origin’s service area, ensuring customer needs were met and operational goals were achieved. Provided ongoing coaching and support to drive team performance across all metrics, including customer satisfaction.

Key Responsibilities:

• Managed a team of Universal Agents, ensuring high-quality service delivery and achievement of operational goals.
• Provided continuous coaching and support to enhance team performance and skills.
• Monitored team performance across key metrics, including customer satisfaction, and implemented strategies for improvement.
• Ensured alignment with company standards while maintaining a focus on customer-centric service.

Answered customer call inquiries, managing customer accounts and collections while meeting business targets and goals. Supported a variety of service roles, including assisting with leadership development and mentoring, while contributing to day-to-day team operations. Focused on skill-building and performance improvement for junior staff.

Key Responsibilities:

• Managed customer inquiries and accounts, ensuring timely resolution and achievement of business targets.
• Assisted with leadership development and mentoring for junior team members, promoting skill-building and growth.
• Contributed to day-to-day team operations, supporting overall performance and customer satisfaction.
• Supported performance management by offering guidance and feedback to junior staff.

Answered customer call inquiries, managing customer accounts and collections while meeting business targets and goals. Supported a variety of service roles, including assisting with leadership development and mentoring, while contributing to day-to-day team operations. Focused on skill-building and performance improvement for junior staff.

Key Responsibilities:

• Managed customer inquiries and accounts, ensuring timely resolution and achievement of business targets.
• Assisted with leadership development and mentoring for junior team members, promoting skill-building and growth.
• Contributed to day-to-day team operations, supporting overall performance and customer satisfaction.
• Supported performance management by offering guidance and feedback to junior staff.

Answered customer call inquiries, managing customer accounts and collections while meeting business targets and goals. Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs. Demonstrated adaptability by quickly learning new systems, tools, and procedures to ensure optimal performance. Assisted clients with inquiries, resolving issues promptly and professionally, and handled challenging situations calmly and effectively under pressure. Supported a variety of service roles, including assisting with leadership development and mentoring, while contributing to day-to-day team operations. Focused on skill-building and performance improvement for junior staff.

Key Responsibilities:

• Managed customer inquiries and accounts, ensuring timely resolution and achievement of business targets.
• Assisted with leadership development and mentoring for junior team members, promoting skill-building and growth.
• Contributed to day-to-day team operations, supporting overall performance and customer satisfaction.
• Supported performance management by offering guidance and feedback to junior staff.
• Addressed customer concerns with effective solutions, maintaining high service standards.

Project Endeavour - Served as a Subject Matter Expert (SME) in Manila, providing coaching and training to offshore teams. Conducted performance reviews and offered ongoing support, addressing performance or behavioural concerns while maintaining operational standards.

Key Responsibilities:

• Provided coaching and training to offshore teams, ensuring alignment with operational standards.
• Conducted performance reviews and offered feedback to enhance team performance.
• Addressed performance and behavioural concerns, implementing strategies to maintain high operational standards.
• Delivered ongoing support to ensure continuous improvement and team development.

Managed customer complaints and complex issues from start to finish, ensuring timely and satisfactory resolution in line with company policies and customer expectations. Acted as the main point of contact for customers, providing clear communication and regular updates on case progress.

Key Responsibilities:

• Served as the primary point of contact for customers, guiding them through case resolution and managing expectations.
• Collaborated with internal departments, industry partners, and third-party vendors to gather information and resolve disputes.
• Ensured cases were handled efficiently and in accordance with SLAs, escalating issues to senior leadership as needed.
• Provided coaching and mentorship to junior case managers, enhancing their skills and case management capabilities.
• Maintained detailed case records to ensure transparency and facilitate knowledge sharing across teams.