Racheal Brown
Virginia,QLD
Summary
Ambitious and motivated individual with excellent leadership skills and a customer-centric focus. Strong work ethic and ability to adapt to change comfortably. Eager to contribute to team success through hard work, attention to detail, and exceptional organizational skills. Motivated to learn, grow, and excel within a Service Analyst role.
Overview
18
18
years of professional experience
Work History
Market Readings Officer
Energy Queensland
Newstead, QLD
08.2018 - Current
- Create and maintain client details, metering, billing, installation/maintenance and National Electricity Market (NEM) data on TOHT and databases
- Resolve complex issues related to the meter data delivery process
- Track each National Meter Identifier (NMI) through the entire data delivery process from ready to publish to MDN to message acknowledgement
- Maintain relationships with external participants and clients
- Monitor adherence to and rectify issues in relation to the timeframes required under the AEMO SLA (Australian Energy Market Operator – Service Level Agreement) for meter data delivery
- Produce reports/spreadsheets for Metering Data Provider clients
- Audit all documents received from market participants for correctness
- Comply with ENERGEX Policy and legislation and legislative requirements in relation to record keeping.
Retailer Escalation Department Team Leader
ENERGEX LTD
Nundah, QLD
01.2016 - 01.2017
- Compile EOM reports for the Retail Escalation Team and highlight trends, issues and resolutions to Market Data Solutions Manager
- Manage escalated operational issues arising within The Market Transaction Centre and from the NEM participants
- Manage market participant operations which include QESI, NMI reclassifications, Tariff allocation, Solar Grandfathering Process, De-Energisation for Debt NMI creation, Ensure that the duties of the “Local Network Service Provider”, as defined in the National Electricity Rules, are carried out to minimise the legal and financial risks to Energex
- Lead, develop and coach a team of professional and operational staff in the Retail Escalation Team, process and system knowledge to meet current and future business needs
- Liaise with Energex/Ergon staff to resolve issues including the identification and delivery of corrective actions
- Respond to, investigate and resolve often highly complex enquiries relating to Energex/Ergon customers
- Be an active participant and positive agent in leading cultural change aligned to corporate staff engagement initiatives
- Facilitate process reviews with Retailer Escalation Team, workshops and improvement focus groups to identify improvement opportunities to Retail Escalation processes and systems and develop robust recommendations for approval
- Represent, participate and provide input and direction to projects that directly impact Retail Escalation Team to ensure an optimal outcome is reached
- Assist with research, analysis, testing and implementation of changes to processes and modifications to MTC market systems
- Provide leadership to staff including completing Power 2 Perform, development and training and performance management activities.
Acting Meter Data Operations Manager
ENERGEX LTD
Nundah, QLD
01.2015 - 01.2016
- Manage the daily operations of AEMO accredited MDP
- Monitor adherence to and rectify issues in relation to all performance aspects required under AEMO SLR
- Establish and deploy training strategies for Meter Data Provider staff
- Deploy performance monitoring for the MDP
- Responsible for the maintenance of up to date and accurate records of all metering details and data within the MDP databases
- Including the maintenance of ongoing data validation schemes, substitution processes and delivery regimes as specified by AEMO schedules
- Responsible for conversing with all MDP clients for timely and accurate delivery of all services as specified in Service Level Partnering Agreements
- MDP client’s requirements are captured, implemented and maintained through continual customer liaison and problem resolution
- Responsible for the ongoing delivery of services as per contractual arrangements between ENERGEX MDP and its clients
- Includes the preparation and updating of all relevant work instructions
- Assist with research, analysis, testing and implementation of changes to processes and modifications to MDP systems
- Respond to, investigate and resolve often highly complex enquiries relating to Contestable and Data Warehoused customers
- Assist the Meter Data Provider Manager to ensure the Meter Data Provider remains a fully AEMO accredited and operationally efficient business including analysis, reporting, recommending and initiating change within the department
- Provide leadership to staff including completing Power 2 Perform, development and training and performance management activities.
Meter Data Management Officer
ENERGEX LTD
Nundah, QLD
09.2011 - 01.2014
- Create and maintain client details, metering, billing, installation/maintenance and National Electricity Market (NEM) data on TOHT, IEE and MPIS databases
- Resolve complex issues related to the meter data delivery process
- Track each National Meter Identifier (NMI) through the entire data delivery process from ready to publish to MDN to message acknowledgement
- Maintain relationships with external participants and clients
- Monitor adherence to and rectify issues in relation to the timeframes required under the AEMO SLA (Australian Energy Market Operator – Service Level Agreement) for meter data delivery
- Process metering data for Franchise, Contestable and Data Warehoused accounts in an accurate and timely manner
- Accurately record and validate metering registration information from key source systems
- Produce reports/spreadsheets for Metering Data Provider clients
- Audit all documents received from market participants for correctness
- Comply with ENERGEX Policy and legislation and legislative requirements in relation to record keeping.
Systems Custodian Officer
ENERGEX LTD
Newstead, QLD
02.2011 - 09.2011
- Develop and maintain work instructions/processes
- Undertake administrative duties and special projects as directed by the Team Leader
- Provide support to the B2B Team Leader in the overall monitoring of B2B functions
- Provide advice to B2B administrators for B2B process and systems changes
- Coordinate and update systems and process documentation for B2B processes
- Support the investigation and resolution of systems exceptions
- Provide support to processes involving customer charges
- Monitor the B2B cancellations process
- Monitor reports for GSL claims and identify improvements opportunities
Schedule & Despatch Officer
ENERGEX LTD
Spring Hill And Newstead, QLD
11.2007 - 01.2009
- Modify service orders to ensure all detail is available to facilitate the activity
- Evaluate, prepare and collate service orders to meet ENERGEX customer service delivery standards
- Negotiate and set appointments as required with Customers and Electrical Contractors
- Initiate action or raise service orders to address safety and asset maintenance requests initiated in the field
- Where orders are in jeopardy of being completed late, escalate as appropriate
- Assist the team with the resolution of service order scheduling conflicts and cancellations, technical interpretation issues, and PEACE and Advantex processing issues
- Assist the coordinator with the investigation of service orders that have not be processed according to GSLs
- Continuously monitor despatched work to ensure on time completion and where necessary reprioritise works to ensure completion of high priority works (including shock incident, loss of supply, cancellations and cold water jobs)
- Initiate, action, or raise service orders to address safety and asset maintenance requests initiated in the field.
Customer Services Representative
ENERGEX LTD
Spring Hill, QLD
11.2006 - 01.2007
- Answer a range of basic and complex network customer’s enquires for electricity across various communications channels to deliver required service outcomes agreed Service standards and Customer Satisfaction surveys
- Educate customers on the Retailer/Distributor’s responsibilities
- Undertake outbound activities to enable the effective promotion of ENERGEX services regarding planned and unplanned outages, appointment confirmation etc as required by the business
- Participate in buddying for with team members in telephone techniques, Contact Centre processes and values, commensurate with skills and abilities
- Resolve escalated internal and external customer queries by producing an outcome that is satisfactory to both the customer and company with limited escalation to Customer Relations and Government Liaison
- Participate in the Emergency Event standby roster and roster to Emergency events as delegated.
Education
Bachelor of Health Science (BHSc) -
University of Auckland
Auckland And Online11-2005
Certificate of Health Studies -
Auckland University of Technology
11-2002
Skills
- Detail-Oriented
- Complex Problem Solving
- Verbal and Written Communication
- Time Management
- Relationship Building
- Business Needs Analysis
- Decision Making
- Complaint Resolution
- Conflict Resolution
- Cross-departmental Alignment
- Training and Onboarding
- Root Cause Analysis
References
Alecia Osborne
Market Metering Manager
Newstead
0417 443 672
Jane Hutson
Customer Project Support Lead
Newstead
0419 657 367
Timeline
Market Readings Officer
Energy Queensland
08.2018 - Current
Retailer Escalation Department Team Leader
ENERGEX LTD
01.2016 - 01.2017
Acting Meter Data Operations Manager
ENERGEX LTD
01.2015 - 01.2016
Meter Data Management Officer
ENERGEX LTD
09.2011 - 01.2014
Systems Custodian Officer
ENERGEX LTD
02.2011 - 09.2011
Schedule & Despatch Officer
ENERGEX LTD
11.2007 - 01.2009
Customer Services Representative
ENERGEX LTD
11.2006 - 01.2007
Bachelor of Health Science (BHSc) -
University of Auckland
Certificate of Health Studies -
Auckland University of Technology
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