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Mark Herlihy is an experienced professional in customer service operations and management with a strong background across various roles in the energy sector. Currently serving as the Head of Customer Contact at Yu Energy since July 2023, Mark oversees Customer Success, Change of Tenancy, Customer Complaints, and management of multiple outsource partners with a team of approximately 120 full-time employees. Prior to this role, Mark worked at Opus Energy for six years, where responsibilities included managing inbound contact operations and leading transformative cultural initiatives that enhanced customer satisfaction, reflected in significant improvements in Trustpilot scores. Mark’s career also includes key positions at JJC Resources Limited, Ruthbridge Limited, and dlc Hillesden Securities Limited, where expertise in collections and operational management contributed to substantial performance improvements. Mark holds education credentials from the University of Northampton and City and Guilds.