Kanwarjit Singh

Worked under Global Finance Services, initially in Incident Management and later under the Billing Accuracy Solution Support (BASS) team.

My role combined technical accuracy, analytical problem-solving, and collaboration with IT and Finance teams to deliver error-free billing outcomes and continuous process improvements. Played a key role in billing remediation, credit validation, stakeholder engagement, and reporting across 4 major long-term projects.

Key Responsibilities & Contributions

• Investigated and resolved billing discrepancies to prevent overcharging.
• Withheld and corrected bills where errors were identified, applying credits when required.
• Prepared and delivered financial and billing performance reports across all programs.
• Led 5–10 onshore staff and coordinated a 40-member offshore validation team.
• Developed training materials for new staff on credit policies.
• Conducted testing, process design, and implementation across all projects to enhance accuracy and performance.
• Performed billing operations, including credit suppression, withheld billing, credit applications, and product fixes to correct system misalignments.
• Very familiar with Telstra’s legacy systems (MICA, Flexcab, Kenan); performed manual and bulk data fixes using queries to correct data and ensure alignment.
• Developed a deep understanding of end-to-end product flow across systems (MICA, Flexcab, Kenan, Siebel), ensuring accurate mapping and billing consistency.
• Monitored and corrected late landing charges by coordinating with IT and applying credits post-migration.
• Supported incident management, analysed trends, and provided reports and presentations to management for continuous improvement.

Key projects over years with Telstra

PAYG Billing Remediation Program (2017 – 2019)

• Corrected 7 years of domestic billing issues across PAYG accounts.
• Supported solution design, led testing, process design and managed end to end manual validation process.
• Led and trained 40-member offshore team for manual validation; handled allocations and QA.
• Delivered weekly reports and applied validated customer credits.

International Roaming Overcharging Project (2019 – 2021)

• Corrected roaming overcharges across consumer, small business and enterprise accounts.
• Supported solution design, led testing, and managed end to end manual validation process.
• Led and trained 10 member onshore 40-member offshore team in Philippines for manual validation; handled allocations and QA.
• Personally performed quality checks post-manual validation, saving over $10 million by preventing unjustified credits.

CSDI Billing Remediation Program (2021 – 2024)

• Remediated 11M+ accounts impacted by internet bundle overcharges.
• Led validation, data collation, stakeholder reporting, and credit application.
• Maintained quality standards and budget alignment.

Consumer & Small Business Migration Program (2024 – 2025)

• Coordinated customer billing migration from Siebel to Salesforce.
• Prevented bill shock through credit suppression and pre-bill analysis.
• Reported weekly charge tracking and supported finance team.

Ongoing Contributions (2017 – 2025)

• Provided billing incident management support when available.
• Identified trends and created PowerPoint reports for stakeholders.
• Assisted manager in weekly executive reporting and data analysis.
• Reviewed and processed credit applications for accuracy and compliance.

• Processed daily sales transactions and verified supplier invoices to ensure accurate stock and financial records.
• Managed end-to-end customer and vendor billing, including issuing invoices, credit notes, and resolving pricing discrepancies.
• Reconciled daily cash, EFTPOS, and card transactions, maintaining clean financial records and supporting audit readiness.
• Supported promotional pricing, loyalty discounts, and billing adjustments for accurate billing and reporting.
• Assisted with end-of-day closing, stocktake preparation, and provided key billing documentation during financial reviews.