Experience

Energy & Water Ombudsman NSW (EWON)

• Australia
• Alternative Dispute Resolution
• 1 - 100 Employee

• Project Manager, Business Improvements

  • Jun 2020 - Present

  Key accountabilities of this role include:1. Act as a key point of contact for driving identified projects forward, managing stakeholders engagement and ensuring that the projects stays within budgets, are completed on time with desired outcome. 2. Manage the " life cycle” for identified projects. This includes: a. Ensuring that necessary governance steps are undertaken - e.g. Finalisation of Project Charters (including scopes, impacts, costs, benefits and risks) and where necessary, business cases b. Project Planning & Scheduling c. Stakeholder engagement and leadership d. Reporting and project reviews e. Project wrap up and debrief3. Support the delivery of identified business improvement initiatives across EWON 4. Specifically, act as the key conduit between ITD and other business across EWON for communicating opportunities for improvement and resolving design and technical issues regarding the Complaints and Members Management Systems5. Maintain a EWON Projects Register to inform discussions about priorities, resourcing and project risks6. Contribute to the development and implementation of project governance at EWON7. Support the work of EWON by strengthening the integrity, consistency, security and comparability of data captured and reported in systems and processes

• Business Improvement Analyst

  • Jul 2019 - Jun 2020

  Key Accountabilities of this rules include:1. Act as a subject matter expert in organisational resource for business and process improvement initiatives and technical functionalities upgrade projects across EWON 2. Identify opportunities for projects analysis, scoping and implementation to deliver continuous improvements in efficiency, effectiveness and performance 3. Lead change management and impact analysis as a result of projects and business improvement4. Manage & administer change requests and system maintenance of Microsoft CRM Dynamics 365, the Complaint Management System and Member Management System5. Document processes and data flow between systems to build process and business rules knowledge6. Work with L&D specialist to deliver necessary inhouse training on Systems and Cyber Security Awareness.

• CRM Projects Consultant

  • Jul 2018 - Jul 2019

  Key accountabilities of the role include:1. Lead CRM System Upgrade project in requirements gathering, scope and impact analysis2. Consult with CRM development vendor on design and development 3. Maintain project documentation including Prioritised Requirement List, mapping wish lists and changes to standard process listing4. Provide project status updates on overall key deliverables to GMI and Steering Committee5. Highlight project risks and raise escalations when needed6. Contribute to Change Management Initiatives including training planning and delivery to staff7. Guide CRM testing program.

• Senior Investigations Officer

  • Jul 2017 - Jul 2018

  Key accountabilities of the role include:1. Effective management of the day to day operations of the team2. Maintain a high level of performance to deliver effective and efficient complaints management and customer service3. Provide quality training and coaching to the team to align operational requirements and competencies4. Act as first point of escalation point, manage issues/complaints with customers and providers5. Escalate and work with Information and Data Team to resolve any system issues impacting team operation6. Acts as delegate for the Manager when required7. Check correspondence drafted by team members & provide timely guidance and advice to progress complaint8. Support action plans and performance improvement plans where there is underperformance within the team9. Cross skill and upskill team members to deliver high quality case handling, and to manage more complex cases10. Participate in recruitment and training process where required 11. Completion of the Emerging Leaders Stepping Up Program.

• Investigations Officer

  • May 2013 - Jul 2017

  - Assessment, investigation and review of customer cases to ensure objective of fair, reasonable and independent complaint handling and customer empathy- Strong analytical problem solving and multitasking of numerous case management- Establishment of cases and initial contact resolution of customer complaints against energy and water providers in NSW.- Database case records and maintain accurate, appropriate and timely case documentation using Microsoft Dynamics CRM- Effective management of written case escalations to high level referral to energy retailers and distributers- Triage assessment of cases- Maintain up-to-date energy industries specialist knowledge



Fuji Xerox

• Software Developer / Junior Business Consultant

  • Mar 2011 - Apr 2013

  Specialised as a software developer consultant within a development team dedicated in implementing a global custom core-built Document Management System software. My role and responsibilities involved to define, design, document and provide proficient business consultancy in the areas of document and knowledge management software, solutions, database administration and customer software support. I have also been working along with sales management senior executives to develop, manage and maintain customer relationship management systems. This has set me with valuable development and consultancy skills including: - Full implantation of Systems development life-cycle phases. - Multiple custom API/Brokers using Object-Oriented Programming in C# and ASP.NET. - MS SQL, Sharepoint and Dynamics databases (including relational databases/tables, queries and stored procedures). - Web applications/touch screen solutions (JavaScript, XML and HTML) - Software specifications and solution functionality documentation. - Business Consultancy in Document Management Systems - Customer and internal staff software support.



Tyco

• Ireland
• Security and Investigations
• 700 & Above Employee

• Monitoring Queue Controller

  • Aug 2008 - Feb 2011

  - Met all deadlines and made the necessary design configuration modifications as needed to meet customer requests. - Effectively managed resource allocation on day/week/monthly grade of service volumes reports to enable timely responses to all inbound and outbound activities. - Managed the escalation of unplanned events, i.e. receiver outages to ensure the timely attention to the resolution of the event. - Improve and create new or existing instructional procedures in customer-call processes to ensure front-line operators are aware of new or updated information.