Arpita Mazumdar

• Business owner for metering processes across all jurisdictions.
• Key decision maker for management and delivery of metering process changes.
• Manage and deliver volume forecast for metering coordinators.
• Support electricity and gas metering process delivery and execution
• Provide subject matter expertise and impact assessment to market/ industry and regulatory changes relating to operations.
• Represent team’s interests in cross-functional initiatives, ensuring coverage of connections related operational, technological, and regulatory compliance issues.
• Establish appropriate networks within business to provide insight into metering and market- facing issues or risks that may impact on successful delivery of operations.
• Proactively plan for operational impacts in relation to onboarding of new metering coordinators, implementing market initiatives and transitioning of work tasks to BOH.
• Assume ownership of market-related project requirements when called upon, such as testing and requirements definitions among other tasks.

• Responsible for Power of choice process and decision making for NSW sites
• First point coordinator for third- party metering company
• Managing digital meter rollouts including deployment planning, specialized operational support for fault replacements and family replacements within agreed service level agreement
• Creating processes for business ensuring are aligned to industry regulations for VIC and NSW sites to ensure a smooth customer journey for gas and electricity
• Processing solar, alteration, new connection, tariff change, meter investigation/test, Re-energization and De- energization requests
• Extracting & analysing data to create weekly & monthly reports for NSW metering rollout
• End to end management of service order objections
• Managing third party metering vendor for NSW sites including contract negotiations
• Support day to day operations and obligations for Metering Deployment
• Investigate opportunities for deployment improvements
• Provide training & on-going support to sales, customer service & other business areas.

• Trained Connections Team for Power of Choice • Served as 2IC and first point of contact for escalation calls • Responded to customers' and electricians' requests for tariff changes (upgrade, downgrade, solar & 3rd party metering) in all states

• Part of high-performance team to align with Company’s strategic direction and goals

• Focused on stakeholder management

• Processed connections, including CRM’s, exceptions, service orders within allocated timeframes, resolving rejected service orders daily with priority, ad-hoc tasks/reports, tariff change requests, BSI service order support, validating customer concessions on monthly basis, and handling new connections functions for small and large market NMIs

• Proactively passed on relevant service order support and new connection information to other team members

• Implemented process improvement and kept up to date with regulations

• Managed own time and priorities to meet demands, taking accountability for delivery of individual objectives

• Raising service order for New connections, Alteration, Abolishment, Re-energisation, De-energisation, special reads, switch retailers, new connections & solar accounts for small and large commercial & residential sites
• Working on pending move-in/move-out & occupier accounts
• Liaising with distributors and external and internal stakeholders to complete the job on time.

• Preparing daily, weekly and monthly team performance reports to present to national activations executive management and external stakeholders
• Proactively analyzing and streamlining business processes
• As a subject matter expert, ensuring all information provided to clients is consistent and accurate
• Providing effective and prompt customer service to all clients, existing and potential
• Receiving calls from external sales business partners and process the sale
• Responsible to ensure a smooth transition at the point of sale to LUMO Energy for potential clients
• Inputting data ensuring accurate records of the sale to include all details of discussion into the system database
• Conducting ad-hoc customer call-backs and other tasks as required
• Achievements:
• Selected as an SME for deployment of CRM in our team
• Consistently achieved quality assurance targets of over 85%
• Selected to be the internal quality coach for the team
• Created & enhanced various reporting tools to enable efficient reporting
• Constantly delivered the performance reports on time using time management skills hence enabling timely decision- making
• Secured an opportunity to assist Meter Data team on a regular basis.

• Manage a team which provides IT help desk & technical support via telephone to the end-users for all IT, hardware & network related issues
• Close coordination between end user & engineers to resolve all IT, hardware & network related issues
• Achievements:
• Successfully managed a team of 10 members
• Created training manuals targeted at resolving even the most difficult customer’s issue.

• Conducting comprehensive effectively communicated with team members to maintain clearly defined expectation
• Preparing daily work load for staff and coordinating the daily allocation of work
• Provide a high level of product knowledge and leadership support to the team and clients
• Achievements:
• Recommend changes to existing processes to increase accuracy & efficiency of the team
• Improved the call quality of the team up to 90% within a span of two months of joining the role.

• Demonstrated proficiency in answering all incoming calls & emails and re-routing them to relevant parties
• Front desk management, meeting and greeting visitors ensuring that they are signed in and inducted
• General administration duties, photocopying, filing along with dealing any enquiries at the reception
• Data entry onto internal systems & reporting any critical issues to the Director
• Manage the day to day running of the Melbourne Training Centre and maintain office efficiency
• Dealing with trainer, suppliers and customers, responding to queries, and delivering a high level of customer service

• Liaising with clients to ascertain their precise event requirements
• Developing, implementing and managing events
• Supervise & coordinate activities of the personnel, subcontractors & vendors
• Liaising with clients to ensure effective delivery of events at a high standard
• Managing relationships with various stakeholders to provide a seamless event
• Generating new business through corporate & industry visits
• Designing & monitoring of advertisement campaign for companies.

• Responsible for handling inbound calls and providing solutions to the clients
• Acting as the first point of contact for all broadband related queries
• Diagnosis, troubleshooting & resolving hardware, software for end users
• Working within a TCP/IP network environment, including DNS, Ethernet, USB & wireless
• Configuring Wi-Fi connection & Outlook for clients
• Appointing & scheduling field engineers as per client requirement
• Organising despatch of routing devices, if found faulty
• Documenting entire call details as per company requirement.