Avnish Bhatia Email & Phone Number

Melbourne, Victoria, Australia

North Geelong, Victoria, Australia

• Minimising financial loss by validating and where required, disputing network charges received from the Network Service Providers, ensuring timely and accurate payment of Distribution Use of System (network bills) invoices• Minimising financial loss by reconciling validated DUOS charges against billed accounts to ensure network charges are reconciled and passed through to customers• Minimising financial loss by validating weekly National Electricity Market (NEM) settlements… Show more • Minimising financial loss by validating and where required, disputing network charges received from the Network Service Providers, ensuring timely and accurate payment of Distribution Use of System (network bills) invoices• Minimising financial loss by reconciling validated DUOS charges against billed accounts to ensure network charges are reconciled and passed through to customers• Minimising financial loss by validating weekly National Electricity Market (NEM) settlements invoices received from AEMO and where necessary resolving discrepancies prior to final revision• Ensuring business critical metering data is available for internal users and to follow up data issues in a timely manner where necessary to do so• Minimising potential financial loss by reconciling wholesale operations with customer operations, including analysis to ensure all wholesale liabilities are linked to active retail customers or managed appropriately• Challenging existing ways of working, recommending and implementing new processes in order to drive greater efficiencies within assigned area• Reconciling Network and Metering charges against Retail (Engage) invoices to ensure customers are billed accurately and any discrepancies followed up appropriately• Keeping track of GSL payments received from the Networks and ensuring they are loaded in the Retail Billing Platform (Engage) and approved within a prescribed time frame• Sending Trouble Order charges to the Service Orders team to ensure charges are correctly passed on to the respective customers and revenue is recovered• Analysing Network Price update every year and liaising with the Billing team to ensure accurate billing and providing support with the implementation of price changes• Performing Gas forecasting within 3 business days of data being published on AEMO Market Information Bulletin Board• Creating reports in PowerBI for the higher management Show less

Melbourne, Australia

• Timely and accurate billing of C&I, SME, and Residential customers to maintain a healthy cash flow• Monitoring and resolving exceptions to ensure customers are billed accurately and on time• Providing support to ensure the Transfer and B2B related activities are managed in a way to ensure the timely on boarding & billing of customers (new and final)• Investigating and resolving transfer & B2B related enquiries, and complaints received from internal and external… Show more • Timely and accurate billing of C&I, SME, and Residential customers to maintain a healthy cash flow• Monitoring and resolving exceptions to ensure customers are billed accurately and on time• Providing support to ensure the Transfer and B2B related activities are managed in a way to ensure the timely on boarding & billing of customers (new and final)• Investigating and resolving transfer & B2B related enquiries, and complaints received from internal and external stakeholders with the view to provide exceptional customer service. For example: Customers, Networks and Meter Providers• Providing data analysis to the team manager to support the team in achieving strategic and tactical decision making• Comparing the meter data quality to minimise discrepancies• Performing bill checks to ensure the quality and accuracy of invoices are always high• Minimising financial loss by validating monthly C&I invoices against the network invoices from distributors and where required passing on adjustments to customer accounts• Producing accurate and timely reports to analyse and minimise potential financial loss by measuring factors like number of customers billed and unbilled, reconciliation reports, customers churning out, the impact on revenue and other reports• Collate information to provide input into reports (weekly, monthly) to providing visibility to management on the status, issues and outcomes of transactions and customer requests - as required• Working with a “One Team” approach by working in all areas within the Retail Operations group like Transfers, B2B, Service Orders, Billing and Network Settlements Reconciliation• Problem solving by reviewing and diagnosing problems and performing the necessary actions to resolve them on a timely manner• Raising IT support tickets for issues affecting Billing and testing the solutions before billing any customers• Proficient use and adherence to MSATS and B2B Procedures Show less

Melbourne, Australia

• Worked closely with Agility (external stakeholder) to build a new billing system ‘Engage’• Involved in the RFT process for choosing the right vendor for system implementation• Gap analysis in the BAU Billing processes and providing improvement opportunities to the Business. Enhanced & designed process flow for Billing processes across all streams• Designed Mass Market electricity invoice for customers• Wrote test cases and performed those test cases across… Show more • Worked closely with Agility (external stakeholder) to build a new billing system ‘Engage’• Involved in the RFT process for choosing the right vendor for system implementation• Gap analysis in the BAU Billing processes and providing improvement opportunities to the Business. Enhanced & designed process flow for Billing processes across all streams• Designed Mass Market electricity invoice for customers• Wrote test cases and performed those test cases across Service Order, Transfers and Billing team• Performed number of test cycles – System test, UAT and Regression test before going live in Production• Created EDI/Consolidate Bill (Electronic Data Interchange) spreadsheet for multi-site customers• Updated all BAU work instructions and ran workshops for all Retail staffs to up-skill them with the new changes• Created Visio workflows of the Billing processes & liaised with the business Show less

Melbourne, Australia

• Managing back office functions for customer interaction: Customer transfer Customer account setup for billing purposes Bill run and maintenance Reconciliations Procedure refinements (Connection, Disconnection, Reconciliation)• Assisted Pacific Hydro in establishing the Retail Business in Commercial & Industrial, Mass Market and Small Business Teams• Analysing end to end business processes and writing policies and procedures within B2B, Transfers and… Show more • Managing back office functions for customer interaction: Customer transfer Customer account setup for billing purposes Bill run and maintenance Reconciliations Procedure refinements (Connection, Disconnection, Reconciliation)• Assisted Pacific Hydro in establishing the Retail Business in Commercial & Industrial, Mass Market and Small Business Teams• Analysing end to end business processes and writing policies and procedures within B2B, Transfers and Billing space• Creating Business Process flows on Visio and running workshops within Retail Operations Team• Created work instructions for each Business process – Service orders (Re-energisation, De-energisation, Special Reads), Move-in &Move-out processes• Provided training to the new staff and maintained a training schedule• High level of understanding of the Orion system which was the main interface for our SME & Residential customers. All service orders, transfers, reports and billing were managed through this system• Assisted the customer service team with renewing customer contracts and sending customer correspondence, applying concession details to customer account, attended Complaints handling workshops by Nina Harding• Worked with the Metering Parties in order to organise all COMMs meters for C&I customers – Select Solutions, Metering Dynamics, Acumen, etc.• Managing back office functions for customer interaction through outsourced billing provider- Customer transfers, Customer account set up for billing purposes, Procedure refinements for service orders & New Connections• Managing existing C&I and SME customer accounts and ensuring all their enquiries are answered within the appropriate time frames• Monitoring and maintaining the Energy Markets compliance systems and providing internal and external reporting Show less

• Processed new orders, additions, renewals, cancellation, change requests and invoices from clients and internal staff, in accordance with prescribed procedures so as to enable delivery of services• Performed end to end billing generation run process early in the month to ensure timely payment is received from clients• Reconciliation of client contracts to ensure database integrity and accurate delivery of services• Quality controlled all billing runs to ensure accuracy and… Show more • Processed new orders, additions, renewals, cancellation, change requests and invoices from clients and internal staff, in accordance with prescribed procedures so as to enable delivery of services• Performed end to end billing generation run process early in the month to ensure timely payment is received from clients• Reconciliation of client contracts to ensure database integrity and accurate delivery of services• Quality controlled all billing runs to ensure accuracy and correctness were carried out according to the invoice timeline• Analysed and worked on weekly reports from internal and external stakeholders• Provided advice/solutions and responded to client issues within designated time frames to ensure customer service is delivered to customers’ expectations• Promptly and effectively processed escalated enquiries and exceptions from internal or external referral sources to ensure timely response • Facilitated improvement activities by identifying and recommending improvements in practices and procedures, utilising problem solving techniques and participating in continuous improvement activities• Raised and investigated variations in invoices, investigated and resolved issue/dispute with Distributor in accordance with AGL risk minimisation strategy to ensure accurate payments• Allocated/assigned responsibilities, trained and supported peers to ensure team was cross trained and multi-skilled so as to ensure no single point of failure in the management of contracts• Worked towards achieving the individual & team accountabilities as per performance plans (e.g. mid month and end of month targets)• Worked on Meter Data exceptions to ensure customers can be billed early in the month• Provided advice on Data Migration Project (Legacy to SAP)• Identified system needs and provided strategies to establish and integrate system smoothly and efficiently• CRMs used: SAP, A-Elsis, MSATS, Usage Data Extractor, APS, NBV, IDOT, Bill Logs and BORIS Show less

Melbourne, Australia

• Worked successfully on:- HUB MASS MARKET MIGRATION (HM3) PROJECT to ensure migration of customers takes place smoothly from HUB to SAP- CONCESSION PROJECT to ensure customers who missed out on concession in their previous bills can get the appropriate discounts and error be rectified- ANCILLARY CHARGES PROJECT to ensure customers who were not charged for ancillary meters will be charged appropriately and an updated inventory will be added to their accounts- COMMUNITY AMBULANCE… Show more • Worked successfully on:- HUB MASS MARKET MIGRATION (HM3) PROJECT to ensure migration of customers takes place smoothly from HUB to SAP- CONCESSION PROJECT to ensure customers who missed out on concession in their previous bills can get the appropriate discounts and error be rectified- ANCILLARY CHARGES PROJECT to ensure customers who were not charged for ancillary meters will be charged appropriately and an updated inventory will be added to their accounts- COMMUNITY AMBULANCE COVER PROJECT (CAC) to ensure the eligible Queensland customers do not pay extra ambulance levy if they were permitted to have concessions• Produced exception reports on daily basis for Service Orders and worked on them to ensure all the exceptions were actioned• Issued immediate bills and final bills to existing customers and customers lost or moved out of the premises in order to keep the accounts up-to-date• Contacted electricity and gas distributors to get the missing meter reads in order to bill the customers; to assess if AGL is still the FRMP or FRO for a given site; to assess the status of a raised service order; and also in other cases such as meter investigation, meter data request, meter fix request or in order to obtain any other information• Liaised with different departments such as New Connections to work on the Service Orders raised by them; Customer Advocacy in case of EWOV or disputed customers; Payments to arrange transfer of funds from HUB to SAP accounts• Writing off disputed bills for the customers if they provide us with correct documentation (after manager’s approval)• Promptly and effectively processed escalated enquiries and exceptions from internal or external referral sources to ensure prompt response to meet KPI for effective billing• Collated, prepared and presented detailed analysis and reports and results for management and stakeholders• CRMs used: Hansen Technologies (HUB and HUBNET), MSATS and MIRN DATABASE Show less

Melbourne Area, Australia

Melbourne, Australia

• Handled queries from customers and distributors regarding connections and disconnections of electricity and gas• Processed Service Orders within time limit to energise/de-energise electricity and gas for new and existing customers• Authorised new connections and reconnection of disconnected customers for arrears• Contacted major electricity and gas distributors (AGL, Powercor, United, Tru, ETSA, etc.) for urgent re-energisation and any fault issues• Authorised and processed… Show more • Handled queries from customers and distributors regarding connections and disconnections of electricity and gas• Processed Service Orders within time limit to energise/de-energise electricity and gas for new and existing customers• Authorised new connections and reconnection of disconnected customers for arrears• Contacted major electricity and gas distributors (AGL, Powercor, United, Tru, ETSA, etc.) for urgent re-energisation and any fault issues• Authorised and processed change of address, change of ownership, billing status and upgrading plans• Contacted customers regarding any access issues to their property before requesting an electricity or gas meter read• Liaised with different departments regarding customers’ queries• Produced final bills with accurate information for lost and cancelled customers• Achieved daily and monthly KPIs• Working simultaneously on different CRMs – HUB (Hansen Technologies), HUBNET, VICTS and MITEL Show less

Gurgaon, India

• Handled inbound technical calls for Windows XP, 98 and Millennium (US based process)• Worked on CRM – Clarify and putting notes of steps performed (with the help of knowledge base articles) on the customer’s computer• Escalated calls to higher department if unable to solve the issue/s• Generated and managed sales orders and renewing contracts• Updated customer’s profiles• Trained new customer service representatives• Achieved KPI’s on regular basis.

Master Of Commerce, Accounting And Finance

Graduate Diploma, Business Management

I stood amongst the top three students studying the same course across all CQUniversity campuses in Australia.

Bachelor Of Commerce, Accounting And Finance

Gradutate Diploma, Information Technology

Bachelor Of Science, Information Technology

Schooling