Hardie Ryan Email & Phone Number

Gold Coast, QLD, AU

Gold Coast, Queensland, Australia

Gold Coast, Australia

• Managed and Coordinated the City of Gold Coast’s Receivables Management section, including the Cash Control, Financial Control, and Debtor Management teams.
• Oversaw the debt recovery cycle including advanced and legal recoveries, identification of hardship and facilitation of hardship arrangements, high-level customer service for escalated and protracted debt recovery.
• Acted as the City’s contract representative for the Transactional Banking and Payments Services contract. Ensured the City’s ongoing adherence to the ACCC’s standards for surcharging of credit card payments.
• Acted as key stakeholder and Change Lead for Receivables Management and the wider Revenue Services branch in the LGP project. Tracked and facilitated business readiness for migration to the new platform. Carried out.
• Acted as key stakeholder for the Revenue Services branch in the Utility Service Provision Transformation Program. Attended and contributed to design workshops, provided insight and conducted research in relation to the.

Gold Coast, Australia

• Managed and Coordinated the City of Gold Coast’s Rating and Billing Section, including the Property & Customer, Valuation, Rating, Water Billing and Meter Reading Functions and Sundry Debtor invoicing in accordance.
• Championed and delivered a high level of customer service across a varied work group, and for a wide range of customers both internal and external. Negotiated and delivered resolution of escalated customer complaints.
• Maintained a high degree of accuracy and timeliness of rate and water bills and sundry debtor invoices, and ensured strict adherence to all relevant legislation and Council resolutions at all times. Maintained an.
• Compiled and produced Council’s annual Revenue Statement and Resolution of Rates and Charges.
• Effectively managed competing priorities including multiple projects and business-as-usual tasks, while still ensuring a customer service focus and managing well-being and morale of the team.
• Managed contract with the City’s external printing agency, and delivered improvements including the implementation of electronic billing for rates and water notices. Acted as Revenue Services lead for the ”Save Time.

Gold Coast, Australia

• Provided general project support and administrative capability to the Revenue Services branch.
• Coordinated office relocation of the Revenue Services branch.
• Acted as Revenue Services stakeholder on Tariff Review Steering Committee and provided advice and interpretation of data related to tariff reform.
• Attended tender demonstrations for the Local Government Platform project and contributed to information gathering activities.
• Provided reporting and testing capabilities to the Revenue Services branch.

Gold Coast, Australia

• Provided supervision and advice to the Water Billing group.
• Established the Meter Reading team, and implemented and maintained procedures for office and field based meter reading activities.
• Managed and monitored the performance of the external meter reading contractor, including reconciliation of invoices.
• Managed the flow of correspondence within the Water Billing group, including Councillor and Ombudsman requests, and provided a high level of customer service within agreed time frames.
• Developed and maintained effective working relationships with partner work groups and other internal stakeholders.
• Developed systems of reporting to ensure continued accuracy in Meter Reading and Billing data within Council’s billing system.

Gold Coast, Queensland

• Undertook a range of business analysis activities to support the systems and process operations within the billing unit of Allconnex Water.This included data analysis and investigation, process mapping, report.
• Developed and managed the process for validating meter reading data and meter information.
• Reviewed and maintained a working relationship with the meter management and customer invoicing teams.
• Liaised with the meter reading contractor regarding skipped and incorrect meter reads.
• Provided information to assist in completion of Customer Service’s key reporting documents. This included reporting to internal and external parties to meet legislative and regulatory requirements.

Gold Coast, Queensland

• Responsible for scheduled and ad-hoc reporting to various internal stakeholders including finance and customer service, as well as externalagencies such as the Energy and Water Ombudsman.
• Maintained an advanced knowledge of the Grange database structure and data, and advised others of correct usage and interpretation of data.
• Advanced spreadsheet manipulation and creation of Excel applications for use by the customer service teams.
• Complex report creation and data analysis using PL/SQL and MS Access.
• Created and ran reports using SAP Web Intelligence.
• Data cleanse and data integrity maintenance.

Gold Coast, Queensland

• Extraction of water meter data from Gold Coast Water’s core billing system (Grange) for the purposes of water meter reading.
• Updated water meter data in the billing system, in both bulk upload format, as well as entry of individual records.
• Rectification of meter reading exceptions in the system, to ensure billing could proceed as scheduled.
• Data integrity maintenance, including running of scheduled and ad-hoc reports to identify data errors and inconsistencies to be rectified, aswell as investigation of specific cases to update the system with the correct.
• Process improvement, including report creation, database and report updates, process automation, and documentation.
• Used internal service provision system (Hansen) to raise service requests and follow their progress.

Hemel Hempstead, United Kingdom

• Led a small team of staff carrying out complicated and varied data manipulation tasks.
• Developed, maintained, and documented core processes and methodologies.
• Developed applications, created custom ad-hoc and recurring reports and reporting tools using PL/SQL, MS Access, MS Excel, Quest TOAD, and SAP Crystal Reports.
• Provided sales support and provision of sales data in electronic and printed template form.

Melbourne, Australia

• Ensuring projects were managed to meet objectives, on time and on budget.
• Technical support and systems administration.
• Training of personnel on internal systems, including dBase II, MS Access, MS Excel, and Adobe Photoshop.
• Development and implementation of databases.

Bachelor Of Arts, Philosophy

Minors: Psychology, Sociology

Diploma, Business

Diploma, Leadership And Management