Emma Doyle
@emmadoyle
Dynamic senior operations leader with expertise in strategic service delivery.
What I'm looking for
I am a dynamic and results-driven senior operations leader with over a decade of progressive experience in the UK energy sector. My expertise lies in strategic service delivery, complaint resolution, and team leadership, where I have consistently delivered operational excellence aligned with KPIs and regulatory standards. I am trusted by clients and senior stakeholders for my integrity, innovation, and executional precision.
Throughout my career, I have successfully managed client relationships and led high-performing teams. At Sigma Connected, I spearheaded initiatives that improved client KPIs and streamlined processes across departments. My ability to develop KPI frameworks and quality assurance processes has been instrumental in driving performance and ensuring compliance with regulatory requirements.
My commitment to continuous improvement and data-driven reporting has allowed me to present actionable insights to C-suite stakeholders, enhancing decision-making and operational efficiency. I am passionate about coaching and developing teams to achieve their best, and I thrive in environments that challenge me to innovate and excel.
Experience
Work history, roles, and key accomplishments
Team Manager
Sigma Connected
Sep 2024 - May 2025 (8 months)
Led high-performing agent teams for EON Next's smart metering and billing operations. Developed KPI frameworks, quality assurance processes, and client-facing reporting tools, building all reporting infrastructure using Google Sheets and Excel.
Digi Team Manager
Sigma Connected
Oct 2021 - Dec 2022 (1 year 2 months)
Turned around underperforming team KPIs through targeted training, complaint management practices, and workflow redesign. Managed dual-channel workload (emails & SARs), ensuring compliance with regulatory deadlines and delivering department-wide complaint training.
Team Manager
Sigma Connected
Sep 2024 - Present (9 months)
Led high-performing agent teams across smart metering and billing operations for EON Next. Developed KPI frameworks, quality assurance processes, and client-facing reporting tools, building all reporting infrastructure using Google Sheets and Excel.
Service Delivery Manager
Sigma Connected
Jan 2023 - Aug 2024 (1 year 7 months)
Served as the primary client liaison, ensuring strategic alignment and championing complaint tracking innovation across departments. Led calibrations and process rollouts to drive consistency in service delivery, delivering weekly performance reviews to clients.
Service Delivery Manager
Sigma Connected
Jan 2023 - Present (2 years 5 months)
Acted as primary client liaison, ensuring strategic alignment with evolving operational priorities. Championed complaint tracking innovation, scaling a process across departments, leading to improved client KPIs. Delivered weekly performance reviews to clients, identifying blockers and driving resolution initiatives.
Complaints Team Leader
People's Energy
May 2021 - Sep 2021 (4 months)
Proposed and launched a new complaints team to address unresolved backlog and enhance customer experience. Delivered tailored training to new agents and managed third-party outsourcers, quality feedback, and onboarding processes.
Complaints Team Leader
People’s Energy
May 2021 - Present (4 years 1 month)
Proposed and launched a new complaints team to address an unresolved backlog and enhance customer experience. Delivered tailored training to new agents and managed third-party outsourcers, quality feedback, and onboarding. Led continuous improvement workshops and provided analytical complaint reporting to senior leadership.
Digi Team Manager
Sigma Connected
Oct 2021 - Present (3 years 8 months)
Turned around underperforming team KPIs through targeted training, complaint management practices, and workflow redesign. Managed dual-channel workload (emails & SARs), ensuring compliance with regulatory deadlines. Delivered department-wide complaint training and implemented continuous improvement routines.
Senior Complaints Analyst
People’s Energy
May 2019 - Present (6 years 1 month)
Owned the complaints function for the business, including CEO/ombudsman escalations and regulatory reporting. Conducted monthly root cause analysis, advised on policy changes, and trained staff on best practices. Presented data-driven insights to C-suite stakeholders and authored OFGEM monthly/quarterly reports.
Senior Complaints Analyst
People's Energy
May 2019 - May 2021 (2 years)
Owned the complaints function, including CEO/ombudsman escalations and regulatory reporting. Conducted monthly root cause analysis, advised on policy changes, and trained staff on best practices, presenting data-driven insights to C-suite stakeholders.
Customer Operations Specialist
British Gas
Jul 2016 - Mar 2019 (2 years 8 months)
Managed complex customer service and complaint cases during off-peak hours. Appointed Complaint Champion, trained new hires, and consistently met KPI targets while assisting vulnerable customers.
Card Services Associate
Allied Irish Bank
Jun 2014 - Mar 2016 (1 year 9 months)
Delivered customer service in a high-volume banking environment, handling disputes and complaints. Maintained KPIs and supported night shift resolution activities.
Card Services Associate
Allied Irish Bank
Jun 2014 - Present (11 years)
Delivered customer service in a high-volume banking environment, handling disputes and complaints. Maintained KPIs and supported night shift resolution activities.
Customer Operations Specialist
British Gas
Jul 2016 - Present (8 years 11 months)
Managed complex customer service and complaint cases across off-peak hours. Appointed Complaint Champion, trained new hires, and met KPI targets while assisting vulnerable customers.
Education
Degrees, certifications, and relevant coursework
Institute of Banking
Loans Financial Examination, Finance
Completed a comprehensive financial examination focused on the principles and practices of loan management. Gained in-depth knowledge of lending regulations and financial analysis.
Naas IT & Office Skills
FETAC Level 5, Information Technology and Office Administration
Achieved FETAC Level 5 certification, demonstrating proficiency in information technology and essential office administration skills. Developed practical competencies relevant to modern office environments.
Curragh Post Primary School
Leaving Certificate, Secondary Education
Successfully completed secondary education, earning the Leaving Certificate. This qualification covered a broad curriculum across various academic subjects.
Curragh Post Primary School
Junior Certificate, Secondary Education
Completed the junior cycle of secondary education, obtaining the Junior Certificate. This foundational qualification provided a comprehensive introduction to core academic disciplines.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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