Amy Nguyen
Senior Operations Consultant (2IC - Commercial & Industrial) at Computershare Utility Services- Claim this Profile
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Bio
Credentials
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Bachelor of Business Degree
Swinburne University of Technology
Experience
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Computershare Utility Services
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Utilities
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1 - 100 Employee
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Senior Operations Consultant (2IC - Commercial & Industrial)
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Apr 2014 - Present
Dedicated 2IC with more than 9 years experience in the Utilities industry. Posses extensive knowledge & analytical skills in Customer Activation, Transfers, Billing, Payments, Meter Data Management, Correspondence, Service Orders processes, Network Reconciliation, Market Reconciliation (AEMO & Meter Charges). Provide Specialist support to Operations teams on behalf of the Computershare clients. Ability to work under pressure to meet SLAs and resolve complaints/ Ombudsman cases. Also demonstrated skills and experiences in below areas:- Manage team work allocation, provide reports, handle adhoc requests & liaise with internal and external stakeholders. - promote inclusive, respectful work environment where all individuals feel valued through team meetings and organise social R&R team activities.- Active in team discussions, meetings and other team forums, to impart knowledge and ideas.- Investigate system issues & log to Tech/Application Support. Propose system automation/ business processes for improvements.- Coach and train new/ tenured staff to develop a multi skilled team.- Perform Quality Audits on team’s work. - Prepare process documents to ensure team's compliance in adhering to business & Retail Energy market rules. Show less
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Billing Senior Operations Consultant (2IC - Mass market)
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Feb 2013 - Apr 2014
Dedicated 2IC for Meter Data & Billing team for gas and electricity client. This was when Serviceworks Management became a division of Computershare.Core responsibilities are similar to that of Transfers Senior Operations Consultant (as below) in terms of assisting/managing the team tasks to meet SLAs. Team tasks consist of handling and managing Payments, Meter Data and Billing exceptions (ie. Unbilled, Invoicing, MRI, AM Errors, Settlements, Refunds, Ombudsman/ EWOV cases).
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Transfers Senior Operations Consultant (2IC - Mass Market)
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Jan 2011 - Feb 2013
Extensive experience working in an energetic/fast paced team environment to resolve gas & electricity Transfers exceptions (1000+ daily), and customer enquiries. Provide Specialist support to Transfers team, management & client to meet SLAs in 2IC role. Also demonstrated skills & experience in below areas:- Monitor Transfers Pipeline; 'filling in the gaps' to action & prevent team backlogs (ie. B2B emails, Concurrent transfers, Retention, BOH activities, CDN etc). - Analyse & identify causes for spikes in particular exceptions in relation to DB or system issues; liase with relevant stakeholders to resolve these issues.- Train & coach new/tenured staff on Transfers tasks & daily processes. - Perform Quality Audits on the team’s work- Provide work allocation for the team & monitor/ analyse team performance to prevent backlog. - Investigate & monitor Ombudmans/ EWOV/escalated email enquiries for resolution. - Prepare weekly reporting of CR Overdue & Service Orders & analyse to collate other reports to run required daily automation processes (ie. Bulk Special Read Service Orders, Date bad Objection Automated Emails, CDN, Concurrent transfers, Service Orders call notes etc). - Prepare process documents to ensure team's compliance in adhering to business & Retail Energy market rules for Transfers & Service Orders tasks. Show less
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Customer Operations Consultant (Transfers)
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Nov 2009 - Jan 2011
Action daily Transfers activities (same as below at AGL) for gas & electricity client. Undertaken Transfers Senior Operations Consultant (2IC) duties as above from Jan 2011.
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AGL
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Australia
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Utilities
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700 & Above Employee
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Customer Transfers Consultant
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Jul 2007 - Nov 2009
Action & monitor AGL CRM tasks for gas & electricity services to create customers' accounts & completing transfers, service orders. Resolve exceptions for churn-ins (move-in or in-situ), churn outs & retentions. - Effectively & efficiently administer customer transfers, rectify exceptions relating to customer contracts, update information /databases. Also ensure that all customer information and document audit trails are accurate and up to date. - Undertake administrative functions related to customer transfers to ensure data records related to customer transfers are processed accurately within required timeframes, to allow effective billing and contract management. - Investigate and rectify errors occurring from automated processes and in customer records to activate a timely and effective customer transfer. - Liaise with internal and external stakeholders for clarification or resolution of churn related enquiries (eg. customers, distributors and third party aggregators). - Develop & maintain effective, supportive and reliable communication and professional working relationship with colleagues/ external customers and suppliers. - Provide timely and accurate data for analysis and review. - Deal promptly and effectively with escalated enquiries and exceptions from any internal or external referral source to ensure prompt response to meet KPI for effective transfers. - Process customer transfers for AGL ensuring compliance to procedures and accuracy of all data for gas and electricity. - Identify improvements to eradicate errors and exceptions and assist in testing new systems. - Deal promptly and effectively with customer and AGL enquiries to ensure accuracy of contract/transfers information with skill set (e.g. Service Improvement and billing requests etc). - Analyse & identify issues to provide improvements proposals. - Utilse problem solving techniques & participate in continuous improvement activities/ projects. Show less
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TPC Consolidated Limited
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Telecommunications
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1 - 100 Employee
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Channel Sales Controller
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Jan 2003 - May 2007
Manage sales office, reporting to State and Sales Managers/Chief Financial Controller, and liaising with Operations Manager, Human Resources Manager, Head Analyst and Net Programmer. Maintain the overall control over Channel sales invoice processing, stock management, and credit limit reviews of various customers. Also handle all electronic based customers to monitor and assist channel sales team to maintain/ develop the sales collection according to planned business strategies. Duties consist of: - Provide monthly sales & stocktaking reports. - Communicate & monitor Administration and Sales team performance to ensure the agreed business plans are implemented. - Develop the rules and policies on sales control with the business. - Manage both the physical and electronic stocks of the company. - Issue stock to Sales Account Managers & handle sales support enquiries. - Process cash and cheques sales collections. - Handle banking reconciliations, stationery orders, and other administrative duties. - Communicate with Collection agents. - Monitor and report the suspicious accounts. - Assist management on overall credit control by a series of Financial and statistical analysis reports. - Process electronic refund requests. - Provide training to Administrative and Sales team. - Liaise and attend meetings with other departments/ branches to perform required duties and aid business development. - Report software or equipment suitability. - Analyse issues and propose ideas on database development/ business improvements. Show less
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Interact Australia
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Australia
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Non-profit Organization Management
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100 - 200 Employee
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Job Match Consultant/ Administrator
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Feb 2002 - Jan 2003
Manage reception area & recruitment activities for Job Network office. Duties consist of: - Manage all inbound telephone calls via reception & promote company services where required. - Professionally greet clients & customers via reception & assist with job vacancy inquiries & registrations. - Complete data entry & other clerical duties (eg. word processing, spreadsheet, handling & reconciling petty cash, banking, mailing, order stationery, photocopying, faxing etc) as required by the site. - Perform tasks relating to Job Match candidates, including taking vacancies from & liaising with employers, taking details from & liaising with candidates, screening of candidates, searching for suitable candidates that meet selected job criteria, & referral of suitable candidates to employers & associated administrative tasks so that Job Match outcomes & targets are achieved. - Recruit appropriate job vacancies for company. - Develop positive relationships with potential employers. - Service job vacancies to ensure employer needs & expectations are fully achieved by taking job vacancy details from employers, entering details onto IES & liaising closely with Employment Consultants identifying suitable candidates to be referred to job vacancies. - Undertake tasks & projects as approved by the Operations Manager. Show less
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Fit Easy Fashion
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Footscray, VIC. Australia
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Store Manager
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Jan 2000 - Jan 2002
- Store Management - Sales/ Customer Service - Stock Control & Ordering - Cash/ Payments Handling, Reports and Reconciliation - Shop Marketing Displays and Merchandise Displays - Store Management - Sales/ Customer Service - Stock Control & Ordering - Cash/ Payments Handling, Reports and Reconciliation - Shop Marketing Displays and Merchandise Displays
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Kumon Australia & New Zealand
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Australia
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Education Administration Programs
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300 - 400 Employee
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Maths & English Tutor
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Jan 1995 - Jan 2002
- Maths & English Tutor for Kumon Education Centre - Record-keeping - Assess & mark students' work - Maths & English Tutor for Kumon Education Centre - Record-keeping - Assess & mark students' work
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Education
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1998 - 2001
Swinburne University of Technology
Bachelor’s Degree, Business Management & Human Resource Management
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