John Koorn Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

Melbourne, Australia

Responsibilities Identify, perform analysis and lead the to-be business process delivery for the Billing stream of the Sensis Digital Foundation project, which is a Salesforce.com and Zuora business transformation project. Conduct business process workshops to determine best solutions for a process lead project that drives input to business requirements. Perform cross functional analysis in order to ensure that to-be Billing business processes supported other business units. Deliver high level and detailed business process maps according to BPMN standards. Deliver to Training and publish Standard Operating Procedures, work instructions and WalkMe online walkthroughs. Identify and manage transition processes associated with data migration deliverables. Ensure design outcomes are based on Sensis’ customer centric principles. Propose and implement BAU process improvements, to enhance the effectiveness of business operations, productivity improvements and cost reduction. Ensure approved process documentation is managed and stored for end users in knowledge management system.Achievements• The feedback received from my stakeholders and senior management for my work on the Sensis Digital Foundation business transformation project has been astounding. In a recent performance review the Sensis Billing & Revenue Assurance Manager said: “John Koorn is a rock.John is integral to the step changes in improving our customer’s billing experiences for Sensis. Without John’s experience, drive and dedication our journey through SDF Billing would have been significantly harder.John is personable and kind, everyone respects and enjoys working with him. I actually think John is one of the nicest people I know! I am extremely grateful for his help and support and look forward to delivering more together. I consider John to be an extension of our Billing team and I am thrilled to have such a good, solid person supporting us."

Responsibilities• Business analysis of the impact of new initiatives on current processes• Identifying process improvements• Communications & stakeholder management with other business units• Participating in project and change management initiatives• Providing organisational support• Documenting system requirementsAchievements• Quickly established a reputation as a fast learning and dedicated and passionate process & change analyst.• Developed and established excellent working relationships with stakeholders in all areas of the business.• Successfully delivered many process improvements and communicated changes to affected business units.

Responsibilities• Facilitated and trained over 70 end users in Oracle e-Business Suite R12 Accounts Receivable module, including business process changes.Achievements• Achieved >85% satisfaction from course attendees for training delivery and presentation.

Responsibilities• Utilised Lean Six-Sigma methods and measurements to validate issues with existing business process and recommended and deployed improvements.• Executed Value Stream Mapping, analysis, recommendation and re-engineering of business processes. • Ensured associates who were affected by Lean Six Sigma business process improvement projects were adequately trained on changes to business process.• Developed and created Oracle Discoverer Plus KPI reports for management and associates• Facilitated all end user training for Oracle 11i e-Business Suite and Oracle Discoverer Plus.• Analysed Oracle system issues and resolved user errors. Escalated unresolved issues to Helpdesk or support teams in India or USA.Achievements• Successfully re-designed business process and systems using Lean Six Sigma methods and measurements resulting in significant process improvements which increased revenue and reduced cost.• Successfully led and executed the Lean Six Sigma implementation of Oracle 11i Projects, including development, systems testing, deployment and training for users on both system and business process. This resulted in significant process improvements and increased financial visibility of an Electronic Security installation project.• Awarded with a “Certificate of Appreciation” from the Vice President & Managing Director for Above and Beyond Performance of the Oracle 11i Projects implementation.• Awarded with a “Brand Ambassador Certificate” for the region of Victoria from the Vice President & Managing Director for my commitment and contribution to the Diebold brand.• Analysed, recommended and re-engineered business processes on a daily basis. Worked with associates and explained correct use of the business and system processes to prevent errors. Successfully wrote and published training material, as well as various documents designed to assist associates.

ResponsibilitiesAs part of the Service Team, this position was responsible for, but not limited to, all Service Administration functions including maintaining service records and the Oracle Field Service database, Service Contracts and customer service pricing agreements, service billing for service contracts and billed work, maintaining accurate Oracle service pillar data, ensuring financial and accounting controls are adhered to and regular reporting of billing progress status and forecasts.AchievementsDeveloped and implemented lean Six-Sigma Service Billing project resulting in reduction in Service Billing processing time from 2-3 months to 2 weeks.Successfully completed certified Six-Sigma Green Belt training.Successfully managed Service Administration team of eight staff and delivered numerous process improvements which resulted in increased revenue and reduced processing times. Trained and supported staff on Oracle 11i e-Business Suite modules relating to their roles and delegated and managed staff duties to ensure business objectives were met.

ResponsibilitiesManaged 3000 self-service terminal (SST) Service Contracts for a multitude of financial institutions, ensuring Service Level Agreements (SLAs) were met and customer satisfaction was maintained. Supplied regular performance reports and reviewed and submitted billed work charges for out of scope activities. Attended regular customer meetings and delivered numerous value-add initiatives to improve the availability of customer's SST networks.AchievementsSuccessfully worked with colleagues to renew a large financial institution's SST Service Contract for a further 3 years.Managed customer's self-service terminals to achieve Service Levels >95%.Managed billed work for out of scope activities to achieve and exceed business revenue forecasts.

Computer Maintenance

Certification, Lean Six Sigma Green Belt

Lean Six Sigma

Diploma Of Computer Maintenance, Computer Engineering