Peter Jeanes has over 20 years of experience in customer support, data analysis, billing, and continuous improvement roles. He is a dedicated problem solver who enjoys challenging the status quo and looking for new opportunities. Currently he works as a Billing Analyst at First Utility where he has successfully reduced aged unbilled accounts, prevented incorrect invoices from being sent, and reduced complaint resolution times.

1. Peter Jeanes
E-mail: petejeanes@gmail.com ~ Tel: 0121 608 2670 ~ Mobile: 07970 105 788
Dedicated and trusted individual with over 20 years experience customer support, data analysis
and Billing roles, underpinned with an eye on process improvements which enhance internal and
external customer experiences. I have a fundamental desire to exceed expectations and a willingness
to learn interchangeable skills.
I am proud of all that I have achieved, particularly promoting Lean principles and setting up
Continuous Improvement methodologies. I was also a trusted advisor in regard to data analysis for
major service-affecting issues, and for dealing with escalated query management,
Whilst engaged in a target-driven analytical role within the Billing Services department at First
Utility, I am not your average “Back-Office” type personality!. You want someone who can plan
ahead, is a problem solver, and always looks for one best way? Look no further! I’m not afraid to
think differently and challenge the status quo. I bring a fresh pair of eyes, dedication and a
background of Telecommunications and Energy to the table. I am comfortable working collaboratively
with customers, partners and stakeholders. I always have one eye open for an exciting new
challenge where I can be an effective advocate, and an asset to any team.
First Utility Billing Services May 2014 to current
Role Dates Department
Billing Analyst May 2014 to present Billing Services
Billing Analyst and Business Partner
 Business Partner working with internal stakeholders, prioritising aged unbilled accounts in order
to improve the customer journey and facilitate the production of correct invoices. First point of
contact for all areas of customer-facing teams within First Utility, in relation to queries about non-
billing customer accounts
 Process mapping of data fixes in line with business requirements, ensuring that all
documentation is maintained and updated accordingly, contributing to One Best Way working
practice.
 Up-skill training. Gap analysis of improvement areas within complaints-handling environment,
with a view to them being able to self-serve incoming queries rather than having to wait.
 Stakeholder Interaction. Developed and maintained a database of non-billing accounts and
progressed them to producing invoices through liaison with other Billing teams,.
 Project Liaison between Billing Services and customer-facing departments around the business,
engaging integral members of staff for their knowledge.
Successes
 Prevented 116,000 invoices from being incorrectly sent to customers by identifying an issue with
the front page and liaising with the Production Team.
 Designed and implemented bespoke help tool that is used company-wide and at last count had
over 19,000 uses in just 16 months.
 Reduced aged unbilled volumes to lowest total since 2013, ensuring that focus was on the
longest unbilled in order to improve customer satisfaction.
 Reduced incoming complaints from 70 per day to 30 per week by working with key stakeholders
on identifying root cause of the query, improving real-time information, and initiating feedback
loops on data being fed into the diagnostic tool that I designed.
 Reduced complaint resolution time by 10%, after consultation with customer-facing teams to
assess their pain-points.

2. Virgin Media (second tenure) Oct 2010 to April 2014
Role Dates Department
Senior Data & Billing Analyst
Oct 2011 to
April 2014
Virgin Mobile Billing &
Payments
Administrative Support / Team Liaison / Bill
Planner & Scheduling
Oct 2010 to
Sep 2011
Consumer / Business Billing
Assurance
Senior Data & Billing Analyst
 Data Analysis including diverse data capture for technical issues surrounding CRM billing
systems, and automated customer service interfaces such as IVR systems
 On a monthly basis, manage bill schedule for circa 1.6 million customer bills by negotiating
with stakeholders,, to ensure all considerations of customer focus were taken on board
 Ensure all billable services are audited and invoiced in a timely fashion for the customer base
each calendar month.
 Process mapping work streams to ensure transparency and adherence to compliance
regulations.
Administrative Support / Team Liaison / Bill Planner & Scheduling
 Team Liaison assisting with diary management, dealing with escalated queries, representing the
department in meetings, and leading daily “buzz” sessions
 Daily Workload Management, completing Short Interval Control board along with Capacity
Planner, detailing FTE requirements for the team and also work stream allocation.
 Continuous Improvement Advocate for the Mobile Operations team, responsible for ensuring
the “Lean” principle is promoted actively
 Managed circa 7 million customer bills, auditing, validating and releasing within departmental
SLA’s
Achievements
 Saved £200,000 revenue loss by analysing very high volume data sets surrounding a major
customer affecting incident and adopting a preventative solution.
 Promoted into a specialised Mobile Operations role in the Virgin Mobile team
 Improved Virgin Mobile Billing by bringing fresh impetus to an ageing process and formatting it
into a Leaner and more efficient system.
 Head-hunted by Billing Assurance Team Leader to bring my wealth of experience into the
team to begin a process of re-growth and development
 Successfully gained the position of Lean Champion for the department, responsible for ensuring
the Lean principle is promoted actively, and was also a Project Lead in various Lean Six Sigma
initiatives.
 Restructured Bill Planning Schedule to centralise structure and bring about a more efficient
and effective despatch schedule

3. Virgin Media (first tenure) August 1997 to March 2010
Role Dates Department
MI & Reporting Advisor & Bill Planner /
Scheduler
October 2009 to March
2010
Billing & Payments
Services
Bill Planner / Scheduler
August 2001 to September
2009
Billing Assurance
Customer Services
August 1997 to August
2001
Contact Centre
MI & Reporting Advisor & Bill Planner / Scheduler
 First point of contact for stakeholders
 Team organiser and management support / Incident Management
 Data manipulation and presentation
 Resolving escalated customer queries
 Customer liaison across a large number of internal departments, partners and stakeholders
 Pro-active future planning of customer bills in three business areas up to six months in advance
Achievements
 Saved Virgin Media over £1 Million by identifying a gap within the production and despatch of
copy bills to customers, creating a solution to produce new best-practice process.
 Restructured bill schedules to incorporate enhanced billing such as e-billing, gaining the
agreement of all stakeholders to ensure consistent “one best way” practice.
 Promoted to Team Leader Support
 Managed the transfer of workflow through the transition of one mail carrier (DHL) to another
(UKMail) ensuring that level of service was not interrupted
Wesleyan Assurance August 1989 to July 1997
Role Dates Department
Insurance claims auditor / Pensions
administrator
August 1989 to July
1997
Assurance
Processing
Responsibilities
Dealing with all types of insurance claims, assisting with medical history assessments, general
administration & production of insurance documents, and responsible for keying data onto internal
database ensuring accuracy and efficiency at all times
EDUCATION & TRAINING
 5 GCSE (English, Mathematics, German Language, History, Geography)
 Intermediate skills in Microsoft Office Applications
 Lean Sigma 1a