1. Mohamed Gheewala
21 Staveley Road  07885 980410
Leicester, LE5 5JU  mohamedhg@hotmail.co.uk
Personal Profile
 A trained and qualified Six Sigma Kaizen and Green Belt process analyst having delivered process improvement
projects using lean methodologies within British Gas
 Experience of working in a continuous improvement environment for over 6 years
 Produced and delivered Kaizen Six Sigma, Nimbus Mapping Control and Microsoft Visio training to colleagues
 Worked on a major SAP billing implementation project as a process analyst responsible for defining and creating
processes that meet the customer and business requirements
 Experienced in working in both front and back office environments.Competent in using and presenting from Microsoft
Visio, PowerPoint and Excel
Key Achievements
 As a Quality Associate,raised the performance and qualitylevels throughoutthe metering process byproviding
relevant and timely feedback and coaching to Customer Service Representatives and ensuring thatthey have the right
tools and training to be able to meettheir performance and qualitytargets
 Completed a Kaizen project and successfullyreduced the average number ofdays to get a meter attachmentquery
resolved from 55 days to 27 days, thus helping to increase billing frequency,revenue and customer satisfaction
 Delivered a Six Sigma Green Belt project and successfullyreduced the average number of new meter industry
mismatches every month from 105 to 55, thus reducing FTE effort, increasing billing frequencyand making a cost
saving of £13k a month in the business
 Worked with process,business and technical experts to define,create and verify processes within the metering area of
the business as partofthe SAP billing implementation program. All processes created on MicrosoftVisio and Aris
Business Architectmapping system
 Supported the delivery of a QMS framework within BGB by creating Policies,Procedures and Processes for the
metering departmentand ensuring thatall were fit for purpose and signed offby Team Leaders and Process
Owners and stored on the Business ManagementSystem
 Produced and delivered Kaizen Six Sigma methodology,Nimbus Mapping Control and MicrosoftVisio training to
colleagues based in Leicester and Oxford
 Worked on various portfolio and assetmismatch projects to investigate accounts,understand reasons for anomalies,
correct the accounts and ensure thatcustomers are billed to date with the correct invoice
Career History
 April 2010 – Present British Gas Business
Process Analyst – Customer Journey Team
The role of the Process Analystis to improve the customer experience through insightdriven journeydesign,analysis
& problem solving by collaborating with the Journey teams and the rest of the business
Achievements:
 Led the investigation into the events leading up to an Energy Ombudsman Complaint. Arranged meetings with
stakeholders and analysed the process and the customer accountto establish the circumstances thatcontributed to
the complaint.All findings and recommended changes to the process were passed on to the process owner.
 Supported the Corporate Team with a high value account which had failed migration to SAP. Secured help from a
SAP expert whom I worked closelywith to resolve the account. Followed up by creating work instructions to ensure
further accounts identified could be resolved by agents.
 Supported the Sales Team with process design to overcome the defects encountered postSAP migration. Had all new
processes mapped and signed off to ensure thatthe Sales Hub Team could roll out the changes to the business on
time.
 Carried out Six Sigma analysis ofthe end to end installation process for Smartelectricity meters,all findings an d
recommendations for improving performance were presented back to the Smart Metering Team.
 Arranged a Team Away Day consisting oforganizing venue,travel and activities and ensuring all were within budget
and signed off by management.Event wentto plan and received positive feedback from senior managers

2. Key Responsibilities:
 Supportthe delivery of an appropriate QMS framework in accordance with a recognised standard (eg ISO 9001:2008
 Apply appropriate Quality initiatives and implementappropriate TQM models suitable for the business,ensuring that
appropriate measures and controls are implemented
 Map and documentappropriate processes (including end-to-end)
 Enable continual improvementin the performance ofsystems,processes and people
 Analyse performance data to highlightissues or blockers within the as is process and to recommend mitigating actions
to improve performance and reducing backlog
 Build internal relationships and ensure effective front-line stakeholder management
 June 2006 – April 2010 British Gas Business
Query Specialist – Corporate Alignment Team
The role of the Query Specialist is to ensure thatall corporate multi-site accounts have the correct status within the
British Gas billing system and also with the industryand that all meter technical details are correct and match across all
systems. Requires constantcommunication with external energy transporters,accountmanagers and customers.
Key Responsibilities:
 Responsible for updating and maintaining customer accounts and industrysystems with the correct meter technical
details
 Keeping in regular communication with industry3rd
parties to understand status ofsite registrations and withdrawals
 Obtaining currentassetand portfolio data to highlightmismatches and ensuring these are resolved on a timely basis
 Producing reports on Excel to update stakeholders on weeklyand monthly performance figures
 January 2003 – June 2006 Astron BPS
Quality Craft Associate – Quality Team (British Gas Residential)
The Quality Team are responsible for quality checking work and providing feedback to agents across the business to
ensure thatquality targets are met.
Key Responsibilities:
 Quality checking work that is processed byagents,ensuring thatwork is completed correctly and to predetermined
standards
 Giving regular and appropriate feedback to staff that have not metthe quality targets and creating individual action
plans to help them in the future.
 Completing weeklyreports to send out to team managers and senior managers highlighting the weeklyperformance of
the contract and ensuring thatall figures are accurate.
 March 1998 – January 2003 Astron BPS
Customer Service Representative – British Gas Residential
Key Responsibilities:
 Working on British Gas Residential accounts ensuring thatcustomers' change oftenancy and meter exchange details
are updated correctly
 Working on paymentmismatches where payments have been allocated to wrong accounts. Identifying these and
taking actions to rectify and re-bill if necessary
 Working on inbound and outbound calls as and when required

3.  May 1994 – April 1996 Moswin Tours Ltd
Trainee Travel Clerk
Key Responsibilities:
 Answering customer travel enquiries and requests
 Preparing travel documentations
 Filing and general office administration tasks
Qualifications and Training
 BTEC National Diploma In Travel and Tourism
 6 GCSEs (A-C) including Mathematics and English Language
 Six Sigma Green Belt Certified (Aorist Consulting)
Training Courses Completed
 Lean Six Sigma Methodology Training (delivered by OEE)
 Quality Coaching and Feedback (Astron)
 Six Sigma Green Belt (BGB)
 Six Sigma Kaizen (BGB)
 Microsoft Project (BGB)
 ARIS (BGB)
 Nimbus Control (BGB)
Systems
 ARIS
 Nimbus Control
 Microsoft Visio
 Microsoft Office
Interests and Hobbies
 Keeping Fit – I enjoy cycling in my free time and try to cycle to work at least2-3 times a week
 Outdoors – like going for walks with the family. Climbed Snowden in September 2016 via the Miners path, plan to do a
tougher path next time