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Mark Atkinson

Mark Atkinson

Data Analyst

Octopus Energy

Technologies

My Portfolio Highlights

My New Project

Introduction to DataCamp Projects

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Introduction to Python

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Analytical virtuoso, transforming data noise into harmonious insights.

My Work

Take a look at my latest work.

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Introduction to SQL

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Introduction to Python

workspace

Try out AI

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

Octopus Energy | Mar 2023 - Present

Data Analyst

N/A

Bulb | Oct 2022 - Mar 2023

Policy and Compliance Data Lead

N/A

Bulb | Jul 2021 - Nov 2022

Operations Analyst

In this non-customer service role, I am involved in a mixture of operations, communications, product and policy projects at Bulb, helping to develop new and existing workstreams with a focus on helping Bulb's most financially vulnerable customers. I have been involved with APIs and have assisted in moving towards automation in a number of key areas. I have helped in moving to establish a more robust, long-term debt repayment arrangement process, investigating and introducing income maximisation, and I am currently working on implementing a debt-write off scheme for financially vulnerable customers with no means to repay their debt. I meet regularly and maintain relationships with third parties, send communications en masse to our customers, manage our internal financial assessments process and the Breathing Space scheme, and laisse with our operational and legal teams to ensure compliance in a number of key areas.
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Bulb | Apr 2021 - Jun 2021

Team Leader

Following the departure of two of our previous Leads in early 2021, I stepped into an interim Team Lead role for the Payment Support Team in March 2021. I was responsible for ensuring we provided a tailored, fast, supportive, and empathetic service to members in the early stages of debt escalation and collection, and helped the team to achieve weekly KPIs, motivated team members, and provided structured, radically candid feedback and quarterly reviews. I overhauled and improved the use of data in performance measurement for the team, and was able to spend a lot of time developing my use of Excel and Google Sheets. I also designed and implemented a robust and fair quality assurance process for the service work of the team, and managed this as an ongoing process. I looked after capacity planning and intraday analysis, owned training and onboarding for the team, and used my expert knowledge in this area to become a point of contact for support and all escalations.

Bulb | Oct 2020 - Mar 2021

Payment Support Specialist

After 12 months in my role as an Energy Specialist, looking after any and all customer service queries over the phone, email and online chat - I joined the Payment Support Team at Bulb. I was responsible for engaging with a large portion of customers in the early stages of debt collection, and my focus was to help vulnerable members make payments in a sustainable way. In this role, I took inbound and made outbound calls, sent emails, and helped to reduce Bulb's revenue at risk. Not only did this reduce our cost to service, and enable lower prices for all of our customers, but was an opportunity to help people especially during the pandemic to manage payments towards their energy usage and their debt.

Bulb | Oct 2019 - Sep 2020

Energy Specialist

In my role as an Energy Specialist, I was focused on helping customers with their accounts (on the phone, email and chat), answered questions about Bulb, and contacted other energy suppliers and was able to learn huge amounts about the energy industry and developing technologies (such as smart meters and electric vehicles). I was able to apply logic and used creativity and imagination to solve issues with many possible solutions. After 12 months developing these skills and taking on more responsibility within my team, I became a frequent stand-in Team Leader, and an Escalations Specialist - handling manager callbacks and complaints that required more specialist knowledge and expertise. All throughout, I was able to continuously improve my skill set, learning a lot about customer service and of the energy industry as a whole.

My Education

Take a look at my formal education

BA (Hons), Audio ProductionUniversity of Lincoln | 2019
Pearson: BTEC Level 3 Extended Diploma, Business (QCF)Lakes College - West Cumbria | 2016

About Me

Mark Atkinson

Working towards certification!

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