Joel Jacob

Client Management and Relationship Building:

• Oversee a portfolio of 25 retailer clients across enterprise, mid-market, and small business sectors within the Australia Pacific region.
• Cultivate and maintain relationships with internal and external stakeholders to gain a comprehensive understanding of the business domain, gather requirements, challenge assumptions, and ensure alignment.
• Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.

Domain Expertise and Solution Design:

• Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
• Led cross-functional teams to deliver customized solutions that exceeded client expectations.
• Conduct in-depth analysis of problem domains, including processes, systems, and data, to develop domain expertise and guide solution design.
• Identified and capitalized on new solution opportunities, resulting in a 25% increase in solution adoption rates and a 20% reduction in project risk occurrences.
• Implemented 33% increase in enhancements and ongoing technical strategies, providing leading software and managed services to clients. Leading to 5% YOY growth in ARR.

Operational and Technical Review:

• Facilitate retailer business reviews, presenting technical content and resolving technical issues.
• Delivered operational reviews that led to a 30% improvement in workflow efficiency and a 15% enhancement in process effectiveness.

Retail Industry and Client Engagement:

• Engage with various retail industry verticals, including prominent Australian fashion, sports, beauty, kidswear, and homewares destinations.
• Collaborated with Australia's largest pharmacy franchise retailer, contributing to a 10% growth in their operational performance.

Technical Support and Escalation:

• Serve as a technical resource and escalation point for retailer inquiries.
• Resolved product or service issues with a 40% improvement in resolution time, addressing support problems from basic to complex levels for larger retailers and multiple products.
• Provided on-site assistance for complex issues or those requiring additional investment, achieving a 35% increase in client satisfaction and 80% rate of retention.

Executive Engagement and Guidance:

• Lead executive and managerial reviews with retailers, offering technical and best business practice guidance that resulted in a 25% increase in client retention and a 20% growth in retailer success metrics.

Internal Advocacy and Support Management:

• Act as an internal advocate for accounts, overseeing the tracking and review of ongoing support instances and requests.
• Enhanced the retailer experience through trend analysis and case reviews, achieving a 30% improvement in support resolution rates and reduction in case loads overall.

Product Development and Project Leadership:

• Maintained a log of issues for product development and led project initiatives that resulted in a 15% improvement post Go-Live. Providing greater confidence for clients in project development and Business As Usual operations.
• Ensured ongoing business compliance and operational success for retailers, driving a 20% increase in operational efficiency and promoting business transformation and workflow improvements.

Data Monitoring and Analysis:

• Monitor and analyze data exceptions, issues, and queries affecting the compliant processing and delivery of Type 5 AMI and Type 5 MRIM meters, including basic meter data, by comparing complex data sets from various sources.
• Engage in active reporting and data gathering, enhancing report handling efficiency by 20%.

Exception Resolution and Process Management:

• Resolve meter data exceptions and issues in accordance with approved processes and work instructions, achieving a 25% improvement in resolution time and meeting accuracy standards required by AMI and MDP SLP.
• Perform on-demand reads to support data delivery and address exceptions or inquiries, increasing data resolution speed by 15%.
• Process B2B inquiries and customer MDPP requests within mandatory market service levels, improving accuracy and timeliness by 30%.

Support and Reporting:

• Assist the Meter Data Team Lead and Senior Analyst in managing and reporting on meter data delivery, contributing to a 20% improvement in reporting accuracy and timeliness.
• Identify and address technical issues, system defects, and trends related to meter data processing and delivery, resulting in a 10% increase in process efficiency.

Operational Improvement:

• Utilize and analyze operational reporting dashboards to drive continuous improvement, leading to a 25% enhancement in operational efficiency.
• Collaborate with relevant metering business teams to identify and implement workarounds, supporting compliant metering performance and achieving a 20% reduction in performance issues.
• Create User Acceptance Testing (UAT) for complex systems and metering procedures, improving workflow management and interdisciplinary team collaboration by 15%.

Business Improvement and Data Integration:

• Provide business improvement strategies and automation processes, resulting in a 30% increase in operational efficiency.
• Lead improvement actions and decision-making alongside the Manager, achieving a 20% improvement in business process outcomes.
• Integrate multiple disparate data sources into cohesive datasets using ETL processes, enhancing overall analytical capabilities by 25%.
• Manage large-scale databases to ensure timely access to critical information for key stakeholders, increasing data accessibility by 20%.
• Improve business efficiency by identifying trends and patterns in complex datasets, contributing to a 15% increase in strategic decision-making effectiveness.

Reporting and Data Optimization:

• Deliver actionable insights through comprehensive reports and dashboards, supporting strategic initiatives and achieving a 20% increase in actionable insights.
• Implement robust control measures to enhance the reliability of analytical outputs, resulting in a 30% improvement in data accuracy.
• Develop custom algorithms to optimize data mining, increasing the effectiveness of analytical insights by 25%.
• Reduce data redundancy through effective data modeling, improving storage resource utilization by 20%.
• Collaborate with IT to implement data security measures, safeguarding sensitive information and enhancing data protection by 15%.

Customer Service and Call Management:

• Handle inbound calls efficiently, addressing customer inquiries, faults, and emergencies related to electricity and solar connections.
• Provide high-quality customer service, ensuring prompt and professional resolution of issues and inquiries.
• Manage new electricity and solar connections, overseeing the administration and processing of information and activities.

Escalation and Issue Resolution:

• Effectively manage escalated issues by coordinating solutions across relevant teams and ensuring timely resolution.
• Maintain exceptional service standards while managing high call volumes and addressing customer concerns with a focus on satisfaction.

Client Relationship and Training:

• Foster long-term relationships with clients through attentive service and follow-up communications, building trust and loyalty.
• Assist in the development of training materials for new hires, contributing to improved team performance and knowledge.

Data Analysis and Strategic Improvement:

• Conduct detailed analysis of customer data to identify trends, recommend targeted marketing strategies, and drive revenue growth.
• Enhance customer satisfaction by resolving inquiries promptly and professionally, and by implementing feedback to refine company policies.

Performance Monitoring and Process Improvement:

• Monitor performance metrics to identify areas for improvement, implementing targeted strategies to achieve desired results.
• Develop innovative solutions to complex problems, resulting in improved departmental efficiency and service delivery.
• Organize regular team meetings to review performance metrics, set goals, and promote continuous improvement.

Sales and CRM Utilization:

• Boost sales by offering tailored product recommendations based on client needs and preferences.
• Utilize CRM systems effectively to manage client information, facilitating faster response times and personalized support experiences.

Cross-Functional Collaboration and Teamwork:

• Collaborate with cross-functional teams to identify and implement process improvements, enhancing the overall customer experience.
• Cultivate a positive work environment that encourages teamwork and collaboration among peers.

Skills Development:

• Acquire skills in multitasking, file handling, call escalation management, and team collaboration, consistently going beyond the expected level of service for customers.

Professional Experience:

• As an employee of AusNet Services, a leading energy distributor in Victoria, I have developed a deep understanding of customer support, contributing to my growth in delivering exceptional service and managing complex customer interactions.

• Collection Officer for ATO & Linkt AUS
• Managed a portfolio of delinquent accounts, effectively prioritizing high-risk cases to minimize potential losses.
• Evaluated customer financial situations, offering tailored solutions that promoted successful repayments while minimizing risk exposure for the company.
• Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.
• Improved client payment rates by negotiating and establishing feasible repayment plans.
• Reviewed and analyzed credit reports to assess risk factors, aiding in the decision-making process for account management strategies.
• Used skip tracing and other techniques to locate debtors.
• Located and monitored overdue accounts by using automated systems.
• Collaborated with other departments to streamline the collections process, resulting in improved productivity.

• Assistance in deliveries technology department
• Troubleshooting
• Cross platform analysis.