Lennard Sweeris-Sigrist

A short term advisory position providing technical advice during the early stages of a billing and collections solution review and acting Customer Service Director to oversee day to day collection, meter-to-cash and customer services. AADC provides water and electrical utility services across ~260,000 Customer meters and is preparing to embark on a large digital and organizational transformation.

• Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals.
• Monitored technology infrastructure against core standards to provide technical assessment and advisory services.

Coordination and focal point to identify key deliverables for Customer Experience (CX) Strategy

• Improved current billing and collections practices immediately improving collection cycles
• Develop and deploy billing and collections business intelligence reports to help change culture from reactive to proactive
• Developed and deployed water leakage and revenue assurance reports from generation through to supply
• Coordination and ownership of the AMI project and achieving stability and desired velocity in a project that suffered during the previous 12 months.

Tabreed owns and operates 86 plants in its portfolio across the GCC, including 73 plants in the United Arab Emirates, three in the Kingdom of Saudi Arabia, and five in Oman, one in the Kingdom of Bahrain, and others in the region

• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
• Developed initial sales roadmaps and market strategies to promote successful product launches.
• Establishment and ongoing management of the utilities business ‘Tasleem’ that operates in the United Arab Emirates, Bahrain, and Oman
• Tasleem processes +USD500M in meter-to-cash invoicing and collections per annum
• The retail business functions include customer services, metering, asset maintenance, billing, collections, and compliance reporting
• Growth and expansion of remit to include Tasleem and the Commercial and Industrial (C&I) customer portfolio as well
• Introduction of meter-to-cash billing and collections capabilities to a traditional generation and distribution utility
• Licensing, and reporting directly with the regulators across the various jurisdictions
• Business integrations lead for 3 acquisitions worth +USD550M – designing, leading and execution of the retail utility business operational integration
• Business Development for all third party clients and Key Account management
• Complementing traditional customer service channels with a 100% digital suite
• Oversight of the CAPEX and OPEX P&L
• Ownership of the +5-year business plans, and year on year successful delivery
• Asset management, maintenance and O&M Services
• Awarded all 3 Customer Satisfaction ISO certifications 10001:2018, 10002:2018, 10003:2018
• Expansion to Bahrain and Oman and the introduction of multi-currency, multi-lingual customer, and billing solutions
• Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets.
• Introduced new methods, practices, and systems to reduce turnaround time.

• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Focused teams on developing innovative and cutting-edge approaches with effective resource allocation and strategic planning..
• Spearheaded innovative approaches to resource allocation and strategic planning.
• Oversaw business-wide changes to modernize procedures and organization.

A leading Utility services provider & consultancy services in Australia, New Zealand and the Middle East
Clients included tier-1 utilities in Australia; Endeavor Energy (formally Integral Energy), Origin Energy, Click Energy & BHP, operating in QLD, NSW, VIC, WA
The total residential customer numbers peaked at 750,000 nationally
To establish outsourced utility services and the underlying technologies across multi-jurisdictional electricity and water markets offering meter-to-cash, settlements, contact centres & retail utility services on behalf of multiple brands.
All the services required full-disaster recovery capabilities which were activated due to natural disasters on 3 occasions during my tenure.
I developed long-range IT plan to support projected growth and requirements for added capacity.
Analyzed financial investment in IT systems, potential return on investment and impact on productivity.

• Researched new technologies and chose best options for company priorities and cost-effectiveness.
• Configured and implemented IT initiatives to produce measurable business value.
• Devised and wrote corporate technology procedures, modifying security policies for each worker level.
• Worked closely with vendors (IBM, TELSTRA, DATACOM, CISCO, ORACLE, SAP, SHINE, AGILITY, PEACE) and technology partners on integrations, infrastructure and enterprise solutions.
• Supervised multi-functional teams of technology professionals, coders and support experts.
• Tracked departmental expenditures, project schedules and team performance and progress.

• Worked effectively in fast-paced environments provisioning secure communications services for the national ATM Banking networks
• Managed many complex implementation projects, at different stages of the plan and concurrently.
• Proven ability to develop and implement creative solutions to complex problems.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Collaborated with manufacturing and supply chain management.
• Researched and recommended network and data communications hardware and software.

• Helped to implement the helpdesk and provisioning team, recruited, trained and managed
• Operating the helpdesk for provisioning and technical support for the fastest growing telecommunications company
• Subscribers grew to +1mil in 12 months
• Monitored service quality to support customer needs and promote loyalty.
• Developed and implemented procedures for preventive maintenance, backup and data recovery.
• Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
• Documented work procedures and replicated the helpdesk solution in other markets

• Orchestrated integration and communication of software upgrades.
• Mentored employees and offered constructive feedback for performance improvement.
• Tested software remotely and onsite for server sets to maintain operational readiness.
• Developed modification program to determine compatibility with various software.
• Offered consultations
• 80% onsite client visits 20% remote support
• Configured and tested Windows Server operating systems with roles features.
• Contributed to development, administration and testing of disaster recovery plans.
• Implemented internet and intranet applications on multiple platforms.
• Attended meetings to deliver status reports to key stakeholders.
• Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.