Chandra Yada

Project: Regulatory Security Frameworks

Responsibilities

• Engaged with stakeholders through structured interviews and interactive workshops to gather comprehensive and detailed requirements.
• Utilized various elicitation techniques, including open-ended questions and scenario-based discussions, to ensure a thorough understanding of stakeholder needs.
• Mapped existing business processes to gain a clear understanding of current workflows and operational procedures.
• Collaborated with stakeholders to draft the Business Requirements Document (BRD), ensuring it accurately reflected all project requirements and expectations, and secured endorsement and approval.
• Conducted gap analysis to identify discrepancies between current processes and desired outcomes, and developed new process flows.
• Translated business requirements into functional specifications and use cases.

Projects: Forecasting Platform and Audit Compliance

Responsibilities

• Advocated for Agile principles such as collaboration, flexibility, and continuous improvement across all processes.
• Organized and led meetings and workshops with business users to gather and validate requirements.
• Collaborated with the Product Owner to prioritize and maintain the backlog, ensuring it contained relevant items.
• Supported the Scrum Master in grooming the backlog, developing user stories, and setting priorities.
• Ensured the backlog was well-groomed with clear user stories and acceptance criteria before sprint planning.
• Validated product changes to ensure they met requirements and business needs through detailed reviews.
• Oversaw the UAT process, ensuring changes were tested by users and met acceptance criteria.
• Produced clear, detailed documentation of requirements and business processes for reference and alignment.

Projects

• AEMO Compliance and regulatory initiatives
• Consumer Data Right (CDR) for Energy
• GAS Take or Pay Automation
• Flexible Purchase Product (FPP)
• Metering workflow and Metering request form (SLA and DMA) process automation
• Product and System enhancements
• Number of Continues Improvement initiatives

Responsibilities

• Analysed and defined business requirements into Epics and user stories with clear acceptance criteria.
• Collaborated with the Product Owner to prioritize, stock, and groom the backlog.
• Assisted the Scrum Master with backlog grooming, user story development, and prioritization.
• Worked with development and test teams to ensure the product backlog was well-groomed with user stories and clearly defined acceptance criteria before sprint planning.
• Facilitated and attended meetings such as daily stand-ups, sprint planning, and retrospectives.
• Maintained documentation and provided training and assistance to end users post-implementation.
• Provided training to stakeholders, coordinated UAT signoffs, and facilitated bi-lateral and industry testing with AEMO and other industry participants.
• Ensured regulatory standards and compliance within the retail market were achieved.
• Facilitated communication throughout the Product and Delivery teams in Melbourne, the Philippines, and New Zealand.

Project Biscuit

• A three-year program of works in the Business Energy space, replacing antiquated Billing, Pricing, CRM, and Market systems, combining them into one operational system.
• Business Integration and Brand Awareness Project

Responsibilities

• Coordinated workshops and gathered business requirements.
• Analyzed current business processes using process maps and storyboards.
• Elicited requirements from Business and Product Owners by writing user stories and agreeing on acceptance criteria.
• Worked closely with the Product Owner, SMEs, and Business to ensure the integrity of the end-to-end solution.
• Identified and communicated impacts, dependencies, and risks.
• Maintained functional specification documents for continuous process changes.
• Worked as part of a Scrum team in an Agile methodology with sprint cycles and daily stand-ups.
• Managed priorities and worked across different programs of work.
• Provided testing services to external customers as required.

Project - Billing portal set-up

Responsibilities

• Successfully supported the billing portal set-up, including configuration, testing, and ensuring daily reliability.
• Acted as the go-to SME for billing metering, tariffs, rates, and processes, supporting the company in managing the preferred IT vendor during set-up, testing, configuration, and implementation.
• Identified and resolved set-up and accuracy issues during the configuration and testing phases of the program.
• Tested and commissioned system fixes and improvements in collaboration with the business and our preferred IT vendor partner.
• Sourced and configured network tariffs, rates, metering, and regulated AEMO charges needed for billing system set-up and testing, reporting any issues identified to business stakeholders in a timely manner.

Responsibilities

• Identified and delivered solution targets for a wide portfolio of key customer accounts across multiple Billing and CRM platforms within the Commercial and Industrial Group.
• Provided business operations leadership for BPO IT vendors, assessing their performance against set KPIs, SLAs, and contractual arrangements.
• Successfully delivered change requests, including regulatory changes to Billing, Pricing, and Metering, by collaborating with preferred vendors and third-party suppliers to test and implement changes in a timely manner.
• Engaged with end users during the User Acceptance Testing (UAT) phase to ensure all necessary changes to the application met user requirements.
• Worked with third-party systems on testing releases and UAT.
• Wrote, verified, and executed test scripts as part of the monthly software releases.
• Coordinated change management for the implementation of monthly software releases.

Responsibilities

• Provided business and systems support for major customer energy contracts.
• Maintained pricing of electricity costs and tariffs within Energy Australia's billing systems, ensuring compliance with Australian regulatory standards.
• Resolved complex and challenging Billing and CRM system issues promptly and professionally, documenting lessons learned for the wider business group.
• Collaborated across revenue assurance, Sales, B2B, Market, Pricing, and Billing streams.
• Identified and recovered revenue leakage, resulting in increased annual revenue for the business.
• Drove commercial focus for high-value electricity and gas customers to maximize financial returns, ensure appropriate corporate governance, and manage commercial risk.
• Worked closely with third-party suppliers to resolve and restore complex billing issues in line with contractually agreed SLAs and KPIs.

Responsibilities

• Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
• Developed comprehensive reporting tools to analyze billing trends, identify potential issues, and recommend corrective actions.
• Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.
• Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.

• Improved customer satisfaction by promptly addressing and resolving support issues.
• Streamlined support processes for increased efficiency and faster issue resolution.
• Trained new support analysts, contributing to the overall growth and success of the team.
• Created user accounts and managed access control.