Experience

Octopus Energy · London

Investigated suspicious activity and potential revenue loss using account, behavioural, consumption and industry data. Analysed patterns across large datasets and multiple data sources to identify anomalies, assess risk and determine which activity required further investigation. Quantified potential financial exposure, documented evidence and supported decisions on appropriate next steps. Cases required balancing loss prevention with evidence quality, proportionality, customer circumstances and regulated decision-making.

• Fraud investigations
• Risk assessment
• Anomaly detection
• Financial risk
• Data analysis
• Evidence handling
• Regulated decision-making

Octopus Energy · London

Managed complex accounts involving billing, refunds, payment arrangements and data discrepancies. Manually reviewed credit-balance refunds that had failed automated checks, assessed the wider account position and recalculated direct debits where necessary before funds were released. Reconciled conflicting information across internal systems and external data, investigated complex exceptions and resolved cases involving multiple teams, suppliers and external organisations. Also supported account operations, incentives and data-verification checks for corporate and white-label partnerships.

• Refund review
• Financial risk
• Data reconciliation
• Exception handling
• Complex case management
• Process improvement
• Regulated operations

Utility Switchboard · London

Advised customers on energy and broadband products, tailoring recommendations to individual needs and consistently meeting or exceeding sales targets.

• Sales
• Customer service