Ashnit Kumar Email & Phone Number

Suva, Fj

Suva, Central, Fiji

• Team Leadership: Lead and manage the customer billing team, ensuring optimal performance and efficiency among team members.• Policy Development: Spearhead the creation and implementation of comprehensive billing policies and procedures, encompassing billing schedules, payment arrangements, and protocols for handling overdue payments.• Data Analysis: Conduct in-depth analysis of billing data to pinpoint trends and potential issues that could impact the accuracy and punctuality of customer billing.• Cross-functional Collaboration: Collaborate closely with various departments, such as customer service and technical support, to swiftly address billing disputes and attend to customer concerns.• Regulatory Compliance: Ensure strict adherence to relevant regulations and laws governing customer billing, encompassing privacy regulations and consumer protection laws.• Stakeholder Engagement: Foster and maintain robust relationships with key stakeholders, including customers, vendors, and regulatory bodies.• Reporting: Deliver regular reports and updates to senior management concerning the performance of the customer billing team and the identification of any challenges or issues that may arise.• Process Enhancement: Identify opportunities for process enhancement and work collaboratively with the team to implement effective solutions, streamlining operations and improving customer billing processes.

Suva, Central, Fiji

• Spearheaded digital transformation: Led the implementation of the WAF eServices Portal, enabling customers to apply for services online and through the WAF App, increasing accessibility and convenience by 70%.• Modernized billing: Collaborated with Gentrack NZ to upgrade the WAF Billing System, resulting in a cloud-based solution for improved customer service, cost reduction, and data utilization (reduction in errors by 85%).• Enhanced payment options: Led the re-engagement of Post Fiji and partnered with SOLE Fintech, expanding bill payment channels and simplifying the process for customers (increased coverage by 15%).• Strengthened customer focus: Spearheaded the review of the WAF Customer Charter 2023-2025, collaborating with cross-functional teams to refine customer service standards and improve satisfaction to 90%.• Effective leadership: Managed diverse teams across departments (Debt Management, ICT, Legal, Corporate Communications) ensuring seamless collaboration and successful project completion.• Executive engagement: Secured leadership support by effectively communicating project benefits and garnering resources for optimal execution.• On-time, on-budget: Demonstrated strong project management skills by delivering projects within timeframes and budget constraints.• CX expertise: Applied knowledge of CX principles and best practices to guide project initiatives and achieve positive customer outcomes.

Central, Fiji

Suva

The Database Administrator works closely with General Manager Customer Services, Team Leaders and other Supervisors/superiors for the continuous improvement and administration of the Gentrack billing system. The DBA must have excellent interpersonal, communication, teamwork and negotiation skills, problem-solving and good analytical skills, a willingness to keep up to date with developments in new technology, commitment to continuing professional development and be willing to commit efforts into providing the best possible systematic solution to the customer service and to WAF as a whole.Role was responsible for:• Maintaining system standards. • Run scheduled reports and create reports as needed by management.• Researching for system administration tasks. • Responding verbally or in writing to inquiries, complaints or problems providing information requiring comprehensive knowledge of the system.• Performing daily system monitoring, daily backup operations and changing user accounts as per request. • Troubleshoot, analyze, detect, identify and correct technical problems and deficiencies• Maintaining data monitoring systems and Identifying opportunities for system improvement.• Being the mediator between the company and vendor.• Verify all system requests for application amendment. • Undertake a leading role to implementing new features and manage other changes as needed in close collaboration with stakeholders and IT team. • Attend to any to all audit queries internal and external.• To create scripts to facilitate new type of reporting procedures.• Suggest / Find Operational solutions• Performing electronic bill delivery checks and maintenances• Perform analysis as and when required.• On-call troubleshooting for SQL Server service outages• Analysis Services, Integration Services, or Reporting Services• Resolving/ clearing lodged queries. • Considering both back-end organization of data and front-end accessibility for end-users.

• Manage the customer billing team and ensure that all team members are performing their duties efficiently and effectively.• Oversee the development and implementation of policies and procedures related to customer billing, including billing schedules, payment plans, and late payment fees.• Monitor and analyze billing data to identify trends and issues that may impact the accuracy and timeliness of customer billing.• Work closely with other departments, such as customer service and technical support, to resolve billing disputes and address customer concerns.• Ensure compliance with relevant regulations and laws related to customer billing, including privacy laws and consumer protection laws.• Develop and maintain strong relationships with key stakeholders, including customers, vendors, and regulatory agencies.• Provide regular reports and updates to senior management on the performance of the customer billing team and any issues or challenges that arise.• Identify opportunities for process improvement and work with the team to implement effective solutions.

Suva, Central, Fiji

This role is responsible for gathering, processing, analyzing, and interpreting business data that assists the General Manager Customer Service with increasing service level, revenue, customer satisfaction, customer awareness and problem solving This role reports to the General Manager Customer Service.• Effective collaboration with internal and external customers ensured to thoroughly understand information needs and functional requirements• Appropriate responses to effectively address emerging trends recommended for implementation• Technical solutions to address business challenges developed• Thorough understanding of WAF customer and business needs ensured• Well-informed technical solutions to enhance efficiency within the Customer Service function delivered o Technical solutions effectively supported by robust business information gathering and analysis including through: o Activity and data modelingo Modern business method/model/case recommendationso Identifying best practiceso Creation and/or assessment of performance measurementso Cost-benefit analysis for proposed systemso Document analysiso Site visitso Business process descriptionso Cases & Scenarioso Business Analysiso Tasks and workflow analysis• Process maps developed and documented and business continuity objectives supported• Effective working relationship established with WAF business units• All internal and external reporting requirements in regards to the outcomes of this role are fully understood and correctly executed • Robust and relevant periodic reports prepared and submitted as and when requested.• Ad-hoc information/reporting requests by superiors addressed in a timely manner• Cooperation within the team and greater function/department encouraged• Cooperation across functions/departments ensured• Support of the environment by aligning deliverables to organizational values and strategic directions ensured

Suva, Fiji

• Compiled and analyzed data and reported on recruiting metrics.• Maintained accurate and current employment records for all positions and team members.• Identified effective recruiting strategies to deliver qualified candidates for hiring consideration.• Met with new hires to conduct orientation and on-boarding sessions.• Filled vacancies with top candidates by developing targeted recruitment strategies, vetting applicants and onboarding new employees.• Managed the onboarding of new employees, including processing paperwork, conducting orientations and providing information such as compensation, benefits and the opportunities for promotion.• Evaluated human resources trends and prepared thorough reports to help senior managers make strategic operational decisions.• Oversaw smooth employee terminations by coordinating paperwork and conducting the exit interviews.• Coordinated swift responses to employee relations issues like harassment allegations and interpersonal conflicts.• Managed recruitment by posting positions, sourcing, interviewing and extending offers.• Used good organizational skills to manage workload.• Assisted team members and managers with tasks to maintain productivity and meet project milestones.

Suva, Fiji

• Planned, administered and controlled budgets for contracts, supplies and equipment.• Expressed ideas clearly in written and verbal correspondence and shared information with personnel and external stakeholders.• Prepared and reviewed operational reports and schedules to establish accuracy and efficiency.• Conducted classes to educate staff members on corporate procedures.• Adapted to business' administrative needs to facilitate productive workflow.• Generated routine and one-off presentations, agendas and reports.• Addressed inquiries within area of expertise, escalating when necessary.• Scheduled, confirmed and rearranged internal meetings.• Troubleshot problems with office equipment and software to help staff stay productive and on-task.• Input information onto digital database for robust data quality.• Helped to improve IT literacy by training colleagues on computer equipment and software.• Contributed to weekly meetings for project work.• Searched multiple sources to locate desired information.• Organized conferences and special events by setting up catering and preparing supporting materials.• Handled day-to-day needs and special projects with good multitasking and research skills.

Suva, Fiji

• Followed escalation procedures to facilitate resolution for complex support issues.• Determined charges for services requested, collected payments and arranged for billing.• Interviewed customers to assess needs and enter call information into account management system.• Followed established procedures and reported malfunctions to keep call center equipment operational.• Verified customer information prior to addressing account issues to support system security.• Received incoming calls, accessed customer account information and provided accurate and updated answers to all inquiries.• Researched customer issues to determine potential solutions and provided high-caliber customer service.• Maintained and created customer complaint logs to identify chronic customer issues.• Addressed and resolved customer complaints and account issues or escalated to management.• Assisted with training and support for new call center team members.• Managed time by prioritizing workload and juggling multiple tasks simultaneously.• Updated customer accounts with current personal and purchasing information.• Followed scripts to maintain good call control.• Made informed decisions under stressful circumstances.• Remained calm, composed and polite to deescalate aggressive customer behavior.• Served as friendly first point of contact for customer inquiries.• Kept updated on available products, services and promotions.

Suva Fiji

IT Support, New Improvements, Network Troubleshooting

Diploma In Accounting Studies, Accounting Technology/Technician And Bookkeeping

Bachelor Of Information System, Information Technology

Certificate In Foundation Studies, Art/Art Studies, General

Fiji School Leaving Certificate, Art/Art Studies, General

Activities and Societies: Senior Chess Club

Completion Of Primary School

Education record

Activities and Societies: Singing, Religious dance Club, Regional athletics team

Education record