Initiative Lead

• Oct 2022 - Present

Technology Consultant

• Sep 2021 - Oct 2022

Senior Initiative Lead

• Sep 2020 - Sep 2021

Initiative Lead

• Oct 2018 - Sep 2020

Key accountabilities for this Role:• Optimising the customer connections & billing experience• Managing CAPEX and OPEX budgets, and delivery to budget• Maintenance and improvement of strong stakeholder interaction models with relevant groups• Focus on Digital Adoption and building on the Digital self-service options for customers through the Connections and Billing processes• Financial optimisation – maximising revenue, cash flow, working capital – minimising cost.• Business Solution Ownership – Key contact for early engagement in assessment of solution options, responsibility and accountability for approval of solution approach.• Review and approval of solution approach where initiatives are delivered outside of our stream (e.g. Digital)• Develop business cases, financial models and present improvements opportunities across the customer life cycle relating to Connections and Billing• Leverage data to drive insight led decision making• Act as ‘Initiative Lead’ for various initiatives related to Connections and Billing, work with scrums to deliver iterations of product enhancements, starting and building off MVP.• Drives the quality of user experience throughout the application of a consistent and exceptional customer journey• Develop and documents all policies and procedures for implementing and managing the business change• Identifies all required business changes necessary to leverage the new capability, to deliver better customer experiences and/or commercial outcomes.• Monitors and reports on post launch adoption, revenue and business benefits• Collaborates and communicates with Energy Markets cross-functional teams and technical delivery teams in the identification, development, implementation and integration of new products

Product Owner, Billing and Usage

• Oct 2017 - Oct 2018

Billing Operational Analyst

• Oct 2016 - Oct 2017

As the Billing Operational Analyst, I support the Billing function in a number of business improvement initiatives relating to Billing and Metering at AGL. This role involves working closely with key internal stakeholders to ensure effective identification and resolution of operational trends and issues and identification of improvement opportunities.Key Responsibilities Analysis of current operational data and metrics to identify business improvement opportunities and issues Co-ordinate and perform the analysis of root causes to identify opportunities to prevent systemic operational issues. Work with the Billing manager to present analysis to inform the improvement agenda. Effective solicitation and communication of requirements with stakeholders Identification of business benefits and development of business cases to support initiative prioritization Implementation of improvement initiatives to deliver measurable business outcomes Recognition and management of change impacts throughout the Customer Operations Engagement with senior stakeholders to identify, communicate and remediate operational issues Act as a key business approver for system / process changes driven by Business Architecture

Multisite Fulfilment Specialist

• Sep 2015 - Oct 2016

As a Multi-site Fulfilment Specialist I am responsible for sales enablement activities of all multi-site customers commencing with onboarding activities that support customer’s buying requirements and fulfill the BC Customer strategy.The key purpose of this role is to work with the multi-site sales team to support smooth onboarding for multi-site customers, working with the service delivery team to ensure best outcomes for the customer and analyse the processes to determine more effective ways to deliver fulfilment for multi-site customers and ensure customer retention across this market segmentKey Responsibilities: Work with the Multisiste Fulfiment Manager to create the Multisite Fulfilment strategy that guides the operational delivery requirements for multisite customers to meet the Customer Guarantee and to be recognised by our business customers as their Trusted Energy Partner by Knowing our customers energy needs Build relationships with the Multisite Sales Manager and their team and understand forecast sales and expectations for customers in the fulfilment process Build plans that meet the Multisite Fulfilment strategy intent and will deliver to the sales forecast to set expectations on fulfilment delivery End to end onboarding and customer activation process for all Multisite customers Monitor Contract to bill process and take corrective action where necessary to improve the AGL customer experience Continually seek ways to improve the effectiveness of customer contract onboarding process Analyse the operational aspects of the multisite fulfilment activites and identify, recommend and implement improvements to the process Anaylse multisite customer metrics to better understand changing needs for multisite customers and build the learnings into the marketing, sales enablement processes moving forward Pro-actively identify and implement additional value drivers for multisite customers that will deliver improved customer expierence

Process and Exception Specialist

• Jul 2012 - Sep 2015

As a specialist my key role is to support the achievement of Retail Operations key objectives through the effective delivery of offshore operations. Direct monitoring of a range of exception processing items conducted offshore ensuring compliance to key SLA’s including quality and timeliness. A focus on delivering improved business efficiency and resulting cost reductions through identification and escalation of process, user/vendor performance and system performance opportunities.Responsibilities: Daily monitoring of defined exception queues to ensure offshore processing is compliant against defined business process and any exceptions raised through are genuine and correctly classified; Daily monitoring of aging within defined exception queues to ensure work is being completed within defined SLA’s, engaging with BPO team leads where failure points are indentified, then escalating to onshore BPO delivery leads where repeat/systemic failure is occurring; Undertaking random compliance checks against items I am responsible for monitoring, leveraging the defined quality framework against each exception type; Analyse processing performance against defined exception queues to identify process improvements that have the potential to reduce either the frequency of exception generation, or the time take to action them, documenting and submitting these for review by the respective onshore BPO leads and Process Analysts; Initial evaluate requests for process change against process I am monitoring submitted by the offshore teams providing a balanced view of impacts, undertaking internal consultation as required in determining the most appropriate response; Provide input into the core quality metrics for items you are responsible for monitoring; Formally documenting new exception scenarios within defined exception processes you are responsible for monitoring then submitting these to the Process Analyst and L&D teams for approval.

Billing Specialist

• Mar 2012 - Jul 2012

As a specialist I was accountable for the critical role of guiding all the billing, transfer, new connection and other operations through the SAP solution for all Multisite, corporate & government sites. The purpose of this role was to effectively and efficiently support AGL’s MCG customer operations and work closely with the segment specialists for small business. The scope of the role covered all MCG customers and was accountable for supporting the set up of appropriate billing structure and also drives improvements for collective billing. I was also responsible to guide the end-to-end MCG customer experience. This was achieved through reporting of back-office transactions, and performance measures. I also acted as the escalation point for issues relating specific to Multi Site & Collective billing.Responsibilities Manage daily operational team activities ensuring work is performed in accordance with AGL policies and procedures achieving identified business and operational targets; Lead, motivate and coach colleagues maintaining a high level of colleague engagement, monitoring performance and ensuring the team has the necessary resources to achieve individual and team KPIs; Assist in the development and implementation of Operational Plans to improve efficiencies for the team in line with Retail Energy strategies; Lead, identify and initiate continuous improvements in processes and procedures meeting business requirements and driving operational improvements; Build and maintain relationships with key stakeholders, ensuring a high level of customer satisfaction within the business through accuracy of data and effective communication and interactions between teams.

Billing Officer

• Nov 2010 - Mar 2012

The key focuses of this position was to support the billing processes to ensure the provision of accurate and timely billing data was provided to AGL clients and was in accordance with AGL customer standards, procedures and regulatory requirements. This involved identifying, investigating and processing Collective billing & Multi Site billing transactions and anomalies and identifying process improvements to eradicate future billing issues. In addition I provided a high standard of customer service to internal and external customers through providing accurate and timely information on Collective billing issuesResponsibilities: Work towards achieving the individual & team accountabilities as per performance plans Identify, process and adjust collective billing exceptions/anomalies ensuring integrity of data for billing is maximized and AGL customer standards are met in accordance with accountabilities;  Assist in the investigation of billing enquiries and disputes, providing advice/solutions or responding to client issues within designated time frames and minimizing escalation; Demonstrate and enforce all Obligations in accordance with regulatory requirements. Reduce AGL MCG debt exposure to agreed targets.

Console Operator

• Jun 2010 - Mar 2011

Computer Technician

• Aug 2010 - Nov 2010

Data Entry Operator

• Aug 2009 - Jan 2010