mandy's resume 07-04- 2016

MANPREET (Mandy) Kanwar Phone: (04) 3387 8168/ (03) 95117888970 Waverly Road, Wheelers Hill, Vic 3150 Email: [email protected] LinkedIn Profile: https://au.linkedin.com/in/manpreet-mandy-kanwar-nee-kaur-41569661

—BUSINESS ANALYST —Dedicated and results driven professional with over 7 years’ experience in areas of application enhancement, business process improvements, change management & process re-design. In my recent position as a Business Analyst, I was supporting Change Management Governance Process to help prioritise and drive change initiatives enterprisewideenterprise wide. AddiotionalAdditional responsibilities included ensuring the development of relevant governance, planning and architecture deliverables to enable projects /demands/changes are started and released in a secured environment.Prior to this, I successfullyI successfully supported and implemented a software development project (IT tool known as ServiceNow).I am now looking forward to a new and challenging oppurtunityopportunity which could make the best use of my existing skills and also further my career development.

KEY SKILLSProject Management: Strong project management skills with the ability to identify critical success factors for the project and deliver required outcomes. Skilled at analysing processes, developing project plans, coordinating resources, supervising project teams, controlling budgets and managing performance.Performance Management: Expertise in all outsourcing facets of specific business processes and functions intended to improve business performance and profitability in a growth focused organization. Risk Management: Possess strong capacity to lead an organisation to implement and sustain enterprise wide risk management, internal control and governance framework, as well as sound process improvement initiatives. Process Improvement: Co-ordinate a wide variety of team projects including formulation of quantitative and analytical solutions. Possess strong skills in providing analysis, evaluation, and development of viable solutions.Stakeholder Management: Skilled at building rapport and trust with all stakeholders across many different levels of business, both internally for the organisation, customers and accounts. Comfortable of meeting and engaging high level executives as well as understanding the practical importance of building rapport and relationships.Staff Training & Development: Knowledge of a range of industries, issues, and training processes relevant to the delivery of vocational and post compulsory education and training of staff. Possess excellent skills at coaching, mentoring and leading personnel within a technical team environmentCommunication Skills: Possess excellent written and oral communication skills with a pragmatic approach and business acumen and use this skill to communicate directly with clients in order to gather detailed functional business requirements. Creative Problem-Solver: Proven ability to troubleshoot and develop creative, innovative solutions to business challenges. Identify problems/needs and initiate logical, effective solutions. Consider whole problem and focus on real impact of decisions and actions.

CORE COMPETENCIES Project & Delivery

Methodologies Requirements Gathering Team Leadership/ Management

Process Analysis & Redesign Debt Recovery/ Collection Critical Decision Making Business Process Automation Credit Evaluation Problem Analysis & Resolution Continuous Improvement

Processes Technical Documentation writing

Change Management Change Governance

Time Management

CERTIFICATIONS ITIL V3 ITIL OSA

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https://au.linkedin.com/in/manpreet-mandy-kanwar-nee-kaur-41569661

mailto:[email protected]

MANPREET (Mandy) KANWAR Phone: 0433 878 168 • Email: [email protected]

TECHNOLOGY PROFICIENCY

Applications, Word Processors & Spreadsheets:

CRM ServiceNow MS Word

SAP-CRM Gentrack MS Excel

SAP-ISU CISPlus MS PowerPoint

Database Tools: MS AccessDiagramming Program: MS Visio ArchimateInternet Technologies HTML DHTMLEmail: MS Outlook

2007/2010

PROFESSIONAL EXPERIENCE

Business Analyst | ESTA (Emergency Services Telecommunication Services); Melbourne, Victoria| Mar 2014 – Mar 2016Company Overview: In Victoria, ESTA is the single point for managing calls from the public and the Emergency Service Organisations (ESOs) for emergency response. The service primarily involves call-taking through the Triple Zero telephone number and the dispatch of emergency services. ESTA also provides the service for storm and flood emergencies through the 132 500 telephone number.

Governance & Planning Process Analyst (Oct 15- Current)Key Responsibilities

― Maintaining ESTA’s demand/change portfolio planning and architectural descriptions in consultation with ESTA’s stakeholders whilst ensuring alignment Sector strategies

― Analysis and investigation of change/demand records to determine any existing patterns or trends― Production of regular Board reports― Effective contribution towards the preparation of the business strategy plans for the organization― Identifying areas for improvement in business processes and providing possible ICT(???) solutions compliant

with the ICT strategy

Project: IT Service Enhancement (May 14-Oct 15)Key Responsibilities― Ownership for scoping of requirements gathering for assigned projects.― Documentation of “As Is” and “To Be” processes. ― Work with various stakeholders across the business to deliver user stories, functional specifications to support

development processes.― Reviewing of deliverables from the development team. Also, working in conjunction with test team to make

sure that the final delivered solution is as per the original request.― Ensure that the business remains fully engaged throughout the project life cycle.― Ensuring relevant stakeholders at all levels of the business are aware of any product developments concerns

with regards to the product.― Attending regular user forums, webinars etc. to make sure that the product continues to deliver business

maximum benefits and also gather product enhancements that drive continuous improvement.― Support business users to make sure smooth transition from development activities into production by

providing product knowledge during training, UAT and go live activities.― Share expertise experience with less experienced team members.

Key Accomplishments:― Successfully managed the implementation of 7 modules which were IT GRC, Time cards, Knowledge Base,

Service Catalog, Service Request, IT Change & Demand in ServiceNow.― Key Contributor to the designing of Service Catalog .

Project: CAD Resilience (Mar 14- May 14)― Initially involved in a 6 weeks assignment to complete “As Is” documentation for ESTA’s key operations unit for

their manual processes.― During this process, I identified and presented process improvement opportunities at the Executive level

including CIO and COO.

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Key Accomplishments:― Majority of the recommended process improvement initiatives were well received by the related stakeholders

and management. Also, these initiatives were considered by operations for further action.― Managed to deliver all expected processes in timely manner and was recognised by the management.― I was recommended by various stakeholders for major upcoming project for IT Service Enhancement within

the organization.Process documented for following:― Manual operations during CAD (Computer Aided Dispatch - Primary application for ESTA operations) outages

which was identified as one of the high risk process.

Process Lead, Credit Collection & Payments | ORIGIN Energy; Melbourne, Victoria Jun 2013 – Oct 2013Key Responsibilities:― Manage an integrated high quality and proactive process improvement team delivering comprehensive/

innovative business solutions.― Develop, implement and review process improvement activities and identify issues and participate in

organisational change to improve business processes. ― Manage process improvement projects focused on delivering efficiencies and improved user service

experience.― Proactively engage with the Audit and Compliance Lead to ensure that any designed processes complies with

the relevant external models and covers all regulatory requirements.― Engage with the Retail Process Deployment Leads in other areas to understand the voice of customer.― Identify all process scope across credit collections & payments and documenting requirements.― Analyse the performance measures and identify improvement areas / gaps.Key Accomplishments:― Requirement gathering through workshops and process mapping of active dunning path which resulted in

successful implementation of dunning process.― Root cause analysis and effective solution for all the existing payment file failure issues to ensure timely

allocation of receipts.― Proposed changes in business workflow (BW) for processes like credit balances and disconnections to comply

with NECF, which were well received by change management. ― Lead the change in disconnection procedures by identifying process gaps to meet the targets as directed.

Process design for following:― Successful B-Point integration ― Various BPEM’s (Business Process Exception Management) for finance & correspondence related to finance. ― Reset & Clear Work items― Active Dunning― Credit Balance― Return to Sender (RTS)

Process and Exception Analyst | ORIGIN Energy; Melbourne, Victoria Sept 2011 – Jun 2013Key Responsibilities:

― Conducted regular monitoring of aging within defined exception queues to ensure work is being completed within defined SLA’s, engaged with BPO team leads where failure points are identified, then escalated to onshore BPO delivery leads where repeat/systemic failure was occurring.

― Assisted with the processing of exception queues (both off and onshore) including both individual items (BPEM, Work Item) as well as assisting with Aged Unbilled or Ombudsman queries.

― Monitored defined exception queues to ensure offshore processing is compliant against defined business process and any exceptions that arose through are genuine and correctly classified.

― Provided ideas to process, implement a new or updating existing process, like process maps and pricing updates.

― Provided timely process clarification to offshore colleagues and leads to allow for efficient and effective resolution of exception queues.

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Key Accomplishments:― Rewarded as employee of the month and quarter for innovative ideas and acted as BA/ Project Lead for

transition project, successfully completing ramp up and ramp down activities.― Significantly reduced business exception cases by proposing automations within the system.― Proposed suggestions to customise SAP business workflow which resulted in creating less work items and

smoother business process. ― Acted as a Subject Matter Expert during acquisition and successful integration of an external business.― Process re design of various credit collection & payments back office.

Process and Exception Specialist | AGL Energy Ltd, Melbourne, Victoria May 2008 – Sept 2011Key Responsibilities:― Monitored and maintained a range of process exception items from offshore operations ensuring the

compliance with key SLA's including quality and timeliness.― Contributed to the improvement of AGL system functionality to ensure robust processes are in place to

manage effective inflow and out flow of referred files and payments.― Developed and maintained effective, supportive and reliable communication, professional working

relationships with team members, departments and all 3rd party agencies.― Analysed 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 taken to action them.― Focused on delivering improved business efficiency and productivity with resulting cost reductions through

identification and escalation of process, user/vendor performance and system performance opportunities.― Provided feedback and reports to relevant internal and external stakeholders regarding process compliance.― Delivered improved cost effective processes through identification and process redesigning.― Formally documented new exception scenarios within defined exception processes.

Key Accomplishments:― Successfully completed UAT for SAP Release for C&I customers.― Received 3 Reward & Recognition nomination by CC&P Team Manager for achieving and exceeding the

desired results.― Process design, implemented and trained for customer’s missing payments, unallocated payments and

Refunds.

Credit Officer | Telstra, Melbourne, Victoria Mar 2008 – May 2008Key Responsibilities:― Performed regular follow up of outstanding debts, raised debtor invoices and processed credit notes.― Contacted overdue accounts in arrears, made payment schedule and follow up.― Responsible for raising debtor invoices and processing credit notes.― Negotiated payment arrangements, processed payments and recovered bad debts.― Managed day to day input of invoices received from creditors.― Resolved and followed through disputes concerning credit department and billing.

Key Accomplishments:― Awarded the best collector of the month in just the first month of joining.

Collections Officer | Dunn and Bradstreet, Melbourne, Victoria Jan 2008 – Mar 2008Key Responsibilities:― Collected outstanding payments and handled account related queries such as allocation of payments,

reconciliations and service disputes.― Researched and analysed accounts prior to initiating debtor contact, examined historical data, and evaluated

past collection efforts.― Monitored and minimised high end delinquent accounts and provided advice/ support.― Provided effective solutions to customers through effective communication in the form of letters.― Ensured all payments and credit clearances are made on time.― Carried out write off activities for eligible cases and conducted researches to locate absconded Debtors.

Key Accomplishments:― Constantly achieved all KPI’s over a period of time.

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ADDITIONAL EXPERIENCES

Period Company RoleJul 2005 – Oct 2007 Equinox (An I-Flex Company) Senior Collections Executive

EDUCATION AND TRAINING

Bachelors in Commerce; Delhi University, New Delhi, India Mar 2004

Professional References Available Upon Request

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mandy's resume 07-04- 2016

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