Afieeda Idris
Barham,WA
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
17
17
years of professional experience
Work History
Team Leader - Meter Reading Management
Water Corporation
06.2018 - Current
- Manage, lead and develop a large team to ensure the Metropolitan Meter Reading Program completed in accordance to business targets and objectives, whilst still maintaining a strong focus on health and workplace safety
- Developed effective tactical plans strategising goals, objectives and desired outcomes in alignment with business requirements
- Develop team members' skills through targeted coaching sessions, resulting in improved individual performance and an empowered workforce
- Collaborate with external agency providers, key stakeholders and other department leaders to establish shared goals and ensure alignment across teams
- Manage, analyse and produce financial evaluation reports to ensure all operational costs relating to the meter reading operating model are minimised, continuously investigating cost drivers and implementing business improvements
- Evaluated staff performance and provided coaching to address inefficiencies
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Streamlined workflows and coordinated resources effectively for increased efficiency, reducing turnaround times and achieving desired results
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion
Acting Supervisor - Meter Reading Management
Water Corporation
03.2018 - 05.2018
- Supervise and lead to ensure the Metropolitan Meter Reading Program is read to schedule in order to reach targets and goals.
- Ensure safe and correct working practices are adhered to by operational staff in the field and internal staff in the branch
- Ensure all OSH incidents are investigated and recorded into Sentinel efficiently
- Perform fortnightly payroll run and liaise with Contract agency to guarantee pays are processed in a timely manner
- Ensure all section targets and KPI’s are achieved by ensuring adequate resources are available and discussing business improvements and efficiencies whilst being in accordance of budget
- Supervise, train and mentor staff and ensure workloads accurate and of high quality
- Participate, liaise and contribute in discussion around new system implementations and business processes
Coordinator – Meter Reading Management
Water Corporation
04.2016 - 02.2018
- Manage, motivate and lead up to 60 contract meter readers, ensuring all business processes and OSH requirements and guidelines are followed and adhered to
- Oversee the Metro reading schedule and organise training and recruitment via Contract Agency to ensure sufficient resources are available in order to complete the reading schedule within the two monthly timeframe
- Collate data regarding individual reader performance and liaise accordingly, consequently leading to difficult and courageous conversations
- Organise and deliver training processes for new contract meter readers, ensuring training methods are current, effective and accurate
- Ensure all working practices and procedures are in line with Contractual agreements via Agency
- Perform fortnightly payroll run and liaise with Contract agency to guarantee pays are processed in a timely manner
- Ensure all OSH incidents are investigated and recorded into Sentinel efficiently
Customer Service Representative
Water Corporation
10.2015 - 04.2016
- Provide a high level of customer service and offer professional advice to internal and external customers regarding technical faults and emergency enquiries
- Demonstrate excellent time management skills to ensure all jobs are accurately created and incoming calls are answered in a timely manner in order to ensure Key Performance Indicators and daily targets are met
- Individually determine, prioritise and allocate work orders to operational staff to investigate and resolve customer enquiries and emergency faults
- Ensure safe and correct working practices are adhered to by operational staff in the field and internal staff in the operational centre
Metering Services Officer – Meter Reading Management Scheduler & PDA Support
Water Corporation
07.2013 - 10.2015
- Key contact person for all regional enquiries regarding Meter Reading including schedules, PDA support, training and general enquiries
- PDA technical Support to all meter readers across the state and regional office staff
- Provide assistance, resolve PDA issues, and repair returned/damaged devices
- Coordinate with Grange helpdesk and CSC on behalf of section in regards to FMRS, OMRS, Grange, SAP, PI and AMI
- Liaise with Perth Region Alliance and regional Operational staff in regards to outstanding or incorrect feedback of SAP work orders
- Create and maintain meter reading schedules for Country regions and organise Monthly reads for regional and Metro high consumer accounts
- Create contingencies for potential scheduling issues and late billing of customers
Metering Services Officer – Meter Reading Management
Water Corporation
11.2012 - 01.2013
- Create and maintain regional meter reading schedules through the use of Microsoft Excel, ensuring all data meets with business legislatives and requirements
- Monitor, allocate and schedule meter reading rounds for regional staff and ensure all meters are read in agreement with reading schedules in order to provide timely and accurate billing
- Report on weekly reading performance and interact with regions if reading is falling behind schedule
- Monitor Grange pending work queue’s for outstanding Special Meter Reads and overdue work orders cancelled from SAP
- Provide advice and assistance to metro and regional staff in regards to metering queries and technical PDA support
- Call and send Country Meter Reading groups in Grange to ensure all rounds are read and completed in a timely order
- Update database register for all PDA movement
Quality Assurance Officer – QA Customer Centre
Water Corporation
02.2010 - 11.2012
- Liaise with regional meter readers and external customers daily in order to confirm consumption queries
- Feedback and investigate on SAP work orders by interacting with regional, internal and external staff
- Undertake Quality Assurance of state wide meter readings through the use of the Office Meter Reading System to ensure accurate billing for customers
- Issue High Consumption and Leak Letters on a daily basis to provide awareness to customers in regards to any drastic changes in water use patterns
External Metering Contractors
Water Corporation
02.2008 - 02.2010
- Schedule work for all meter readers in the Metro/Mandurah area, ensuring workloads completed on time
- Daily interaction with all car and walk readers
- Liaise daily with customers in regards to access of property, incorrect reads and high/low consumption concerns through email, voicemail and phone calls
- Maintain the customer self-read service as obtained from customers via email or phone
- Quality Assurance - verifying data daily, assessing need for auditing
Skills
- People management
- Teamwork and collaboration
- Problem-solving
- Coaching and mentoring
- Work planning and Prioritisation
- Effective communication
- Attention to detail
- Process improvement
- Team motivation
- Budget management
Timeline
Team Leader - Meter Reading Management
Water Corporation
06.2018 - Current
Acting Supervisor - Meter Reading Management
Water Corporation
03.2018 - 05.2018
Coordinator – Meter Reading Management
Water Corporation
04.2016 - 02.2018
Customer Service Representative
Water Corporation
10.2015 - 04.2016
Metering Services Officer – Meter Reading Management Scheduler & PDA Support
Water Corporation
07.2013 - 10.2015
Metering Services Officer – Meter Reading Management
Water Corporation
11.2012 - 01.2013
Quality Assurance Officer – QA Customer Centre
Water Corporation
02.2010 - 11.2012
External Metering Contractors
Water Corporation
02.2008 - 02.2010
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