Context
I worked at E.ON Next in London from September 2023 to July 2025, on a contract as a Home Solution Specialist. From August 2024 I also took on assistant project management duties, and this was one of the projects I ran.
The problem
Delinquent accounts are customers who have fallen behind on their bills. Each one puts revenue at risk and adds recovery work, and the reporting on them was being put together by hand.
What I did
- Built the account analysis myself in Excel, to find which accounts were falling behind.
- Built executive dashboards in Looker, Looker Studio and Tableau, so managers could see the position without asking for the numbers to be pulled again.
- Automated the KPI reporting workflows that had been done by hand.
- Ran the work alongside a demand management project, and contributed to the project board packs.
Results
Delinquent accounts fell 10% over six months. Data retrieval time dropped 30%, and manual tracking activity fell 40%.
