Marcus Gorman Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Ensure compliance with regulatory requirements for Contestable Metering installations within National Electricity Rules Maintain Service Level Agreements with Contestable Metering and Data Service Providers Management of the purchase price of services including recovery of performance penalties Recording and monitoring of contract obligations for Metering Providers and Meter Data Providers Develop and manage performance reporting systems Investigation and resolution of complex… Show more Ensure compliance with regulatory requirements for Contestable Metering installations within National Electricity Rules Maintain Service Level Agreements with Contestable Metering and Data Service Providers Management of the purchase price of services including recovery of performance penalties Recording and monitoring of contract obligations for Metering Providers and Meter Data Providers Develop and manage performance reporting systems Investigation and resolution of complex issues relating to Contestable Metering and Direct Metering Agreements including where Origin is the responsible person and retailer of last resort. Manage Level 1 defects and HSE incidents from Meter Providers, Distribution Networks and Field Service Providers. Complaint Resolution in conjunction with Origin Case Management and Ombudsman teams and various state Ombudsman schemes. OriginMC Metering Co-Ordinator Subject Matter Expert.Manage meter exemptions within communication and installation timeframes.Market & Industry and Meter Data Business Analyst relief Show less

Melbourne, Australia

Operational management for contestable and digital metering rollouts including deployment planning and guidance to metering service providers. Recruitment for, build and implement Case Management team into departmentDevelopment of procedures & training program. Develop new staff into Case Management roles to enable retailer initiated meter deployments and meter fault rectification programs. Ensure compliance with regulatory requirements for Contestable Metering installations… Show more Operational management for contestable and digital metering rollouts including deployment planning and guidance to metering service providers. Recruitment for, build and implement Case Management team into departmentDevelopment of procedures & training program. Develop new staff into Case Management roles to enable retailer initiated meter deployments and meter fault rectification programs. Ensure compliance with regulatory requirements for Contestable Metering installations within National Electricity RulesMetering Operations Subject Matter Expert Show less

Melbourne, Australia

Development, Training and Coaching a team of up to 18 agents supporting and delivering energy requirements, products and energy solutions to Origins Small to Medium Business clients across our trading regions.Relief of Operations Manager & Contact Centre Managers to maintain performance and results above expectations.Achievements- Team achieving a number of Team of the Month awards for performance and results.- 7 Team Leader of the Month awards.

Melbourne, Australia

Development, Training and Coaching front line customer service agents supporting a large number of Solar Electricity customers for a large Energy Retailer.Responsibilities include service performance, quality assurance, process adherence, coaching and development of staff for success and career development.

Melbourne, Australia

As part of the New Connections team supporting the Property Connections group within Origin, I managed teams of front-line and back of house staff who provided support and service functions for residential, small to medium businesses to commercial & industrial clients requiring Energy Connections, Alterations and Abolishments. Relationship Management within the Building Industry and all Gas and Electricity distribution networks.Relief of Operations Manager.Achievements- Subject… Show more As part of the New Connections team supporting the Property Connections group within Origin, I managed teams of front-line and back of house staff who provided support and service functions for residential, small to medium businesses to commercial & industrial clients requiring Energy Connections, Alterations and Abolishments. Relationship Management within the Building Industry and all Gas and Electricity distribution networks.Relief of Operations Manager.Achievements- Subject Matter Expert & Successful department implementation of new Customer Relationship Management system (SAP)- Successful roll-out/integration of N.S.W. electricity market segment within Property Connections.- Team achieving a number of Team of the Month awards- 3 Team Leader of the Month awards- 1 Team Leader of the Quarter award Show less

Melbourne, Australia

Manage customer billing enquiries, liaise with energy network providers, training and coaching of staff members & team leader relief.AchievementsDeveloped and Facilitated multiple internal training sessions.Led multiple Internal Knowledge and Process Improvement projects and associated rollout to contact centre.Planned and facilitated numerous new inductee training courses and additional on the job training.

Melbourne, Australia

Resolution of 2nd and 3rd level application and systems related errors. Software development, testing and support.Coding using various languages.

Melbourne, Australia

Technical Hardware and Systems Support to ANZ branches and business units across Australia and New Zealand during business hours and after hours.Training of new team members.Team Leader secondment.Remote After Hours support.Offsite and 2nd/3rd level support relief.Installation of hardware/software upgrades both onsite and remotely.

Sydney, New South Wales, Australia

Managing numerous branch ledger/suspense reports and customer enquiries. Checking Officer/Team Supervisor ensuring team tasks completed accurately.