Pooja Usankar

• Manage a team of 5 including onshore and offshore operations
• Assist CEO and CFO with various analysis (Churns, Forecasting, Budgeting)
• Manage direct CBA requests on reporting and analysis
• Ensure timely generation of management reports
• Assist with (Monthly & Anniversary billing) for all the brands under More & Tangerine with approx. customer base of 250k customers
• Govern the Rating system
• Assist the Head of Collections with data analysis and debt sale data
• Handle Operations related to Billing and Assurance
• Ensure bank/payment account reconciliations are correct before closing off the month-end
• Coordinate with stakeholders to implement and manage ongoing initiatives to ensure continual improvement
• Govern the wholesale billing system migration for partner wholesalers
• Work with key stakeholders to develop documentation, systems, and processes to streamline day-to-day operations
• Assist with billing related projects and an SME for the 3rd party billing system

Achievements

• Received the Outstanding Achievement Award in 2023
• Established reconciliation and audits in place to avoid any revenue leakage
• Implementation of Anniversary billing to maximize revenue
• Introduce instant billing to help maximize cash flow
• Designed and implemented the Yello discounting module for CBA Yello Offers within the third-party billing system.
• Simplified our customer invoices for a better customer experience, reducing our billing-related calls by 30%

• Analysed data in a complex environment to establish and manage a governance framework for billing operations
• Drove continuous improvement of data flow and billing to customer
• Mentored an offshore billing and service assurance team of 8 members
• Managed, reviewed, and processed bill run for ~15k customers per month
• Presented bill-run reporting and analysis and ad-hoc reporting based on the management requirements
• Supported the billing team for high-level billing enquiries and processed claims for billing errors within Vocus wholesale team
• Assisted with rate variations, service audit discrepancies and escalated it to the relevant department to get it fixed
• Monitored the team’s performance and implemented measures that improved the overall efficiency of the team
• Improved decision making within the billing through supporting the provision of data, analysis, and forecasting
• Reported on meaningful metrics, including KPIs to measure and track billing, data accuracy and the effectiveness of the billing information data flow, collation, and delivery to the customer
• Performed risk assessments and reported on controls and services, developing remediation where required
• Supported infrastructure migration from Smart to Vocus Group
• Streamlined the migration of customer’s data from one billing system to another
• Successful plan consolidation from 2000 plans to around 15 plans and billing from plan billing to file trigger billing
• Reconciled the rates of major wholesalers, earning $500k for the company
• Supported overseas operations set up – initially moved the customer service and collections teams and subsequently the billing and provisioning team
• Streamlined the billrun process and implemented the billrun UI
• Streamlined support processes for increased efficiency and faster issue resolution.
• Improved customer satisfaction by promptly addressing and resolving support issues.
• Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.

• Governed a team of 25 members onshore and offshore, leading billing and quality assurance process
• Handled the team processes including recruitment, task allocation, scheduling, and SOPs development
• Analysed revenue transactions and performed monthly forecasting
• Determining business needs and established competitive prices to gain market share and achieve revenue goals
• Managed systems enhancements/developments in billing systems – gathered requirements, provided inputs to the development team, and drove testing of the improvements
• Spearheaded operational migration plans for processes to India in 2013
• Reporting/Analytics: Created reporting and analytics including ad hoc reports on payment allocation and customer churn analysis; supported pricing decisions
• Implemented Quality Assurance plans and procedures across all sub-processes

• Managed a team of 5 people in Melbourne and 7 offshore providing ongoing training and support to team members
• Assisted with reconciling payments, reviewing monthly charges, resolving discrepancies, and reviewing monthly reports
• Experienced in using Salesforce reports tool to generate ad-hoc reports
• Reconciled wholesale invoices against the retail charges billed and raised claims against the wholesale invoice
• Conducted bill-run for 30 brands under Smart Business Telecom
• Ensured accuracy of the bills and delivery to the customers, fixing billing errors identified by the team during invoice runs

• Processed daily customer payments and monthly direct debit run, reconciled customer payments and ensured correct allocation of funds
• Identified billing errors in the invoices, investigated and resolved billing errors on the invoices
• Reconciled billing accounts with accounts receivable ledger to confirm that all payments are correctly posted and accounted