Nafiz Hoque Email & Phone Number

Maddingley, Vic, Au

Melbourne, Victoria, Australia

We help investors to source high growth,strong cash flow property analysing suburbs across Australia.Acceler investing is a buyer's agent for anyone looking to purchase Investment properties. We offer expert guidance and support throughout the buying process which includes Research, Find, Negotiate and Secure a property as well ensuring that our clients make informed decisions and get the best possible outcome.

Melbourne, Victoria, Australia

Client- Tabcorp Corporation Delivery Assurance Lead Defining and documenting project scope and resource requirements.Setting timelines for deliverables.Defining and managing priorities against the available capacity of team members.Facilitating and leading daily 'stand up' meetings.Negotiating with internal and external stakeholders.Client- Telstra Energy Business Function Implementation Lead -As a Lead, I was responsible for leading a consulting team at an Energy Retailer, consultation, and business analysis services for Telstra’s market-facing systems in gas and electricity implementation project. My focus area was to apply industry knowledge and solution expertise in the utilities sector and support the Business Analysis team. I was also responsible for managing the delivery of complex work by leading and directing multi-disciplinary project team ensuring the successful integration of activities is achieved.Client- Alinta EnergyDelivery Lead -Accountable for Data & Analytics team’s effectiveness; providing leadership, guidance and support to team members; managing all the collaboration tasks in the team and ensuring the team is productive; groom, classify (simple/medium/complex) and priorities the Backlog; determine the throughput for each weekly sprint.

Melbourne, Victoria, Australia

I was responsible for managing cost saving initiatives such as Server Decommissioning, Application Consolidation, Cloud Migration, Vendor Negotiation in IT Infrastructure area. My role involve end to end initiative analysis, scoping planning, executing with 3rd party vendors and ensure cost saving initiatives are delivered effectively.

Melbourne, Australia

Client- Central Highlands Water As a delivery lead, I was responsible for delivering INFOR Public sector system enhancement project with Central Highlands Water. This Project involved areas such as Customer Service, Works managements, Asset Management, Customer Billing, Concession, Credit, Collection and payments. My responsibility includes leading a team of consultants for requirements discovery, gap analysis, proactively identify business impact and improvement opportunities, defining current state processes, design and provide support for implementation. This role also involved working with offshore developers to develop a streamline solution for the business.

Melbourne, Australia

Client: MLC Life Insurance (Project Sanagi)I was responsible for managing process change for Insurance industry. Responsibilities includes leading process redesign change for Claims, Underwriting, Retention, Customer Service process for Leading insurance company. His primary focus was documenting AS IS and TO BE processes and educating business users responsible for managing and operating business processes. His other key responsibilities were monitoring, measuring and providing feedback on process performance, facilitating process workshops that involve eliciting process requirements and liaising with users and applying knowledge of business process modelling notations (BPMN) to documenting processes.

Melbourne, Australia

My key responsibility was to scope the system changes, elicit business requirements and Identifying operational improvement opportunities across end-to-end business process and implement the change. I was also responsible for Identifying gaps and presenting to management recommendations for change and achieve buy-in and sign off from all stakeholders. This also involved Identifying process, people and system improvements for functional scope and ensuring the improvement is implemented and sustained. I have managed system and acceptance testing, including producing test cases and/or working with testing tools to support the testing process. This role was focus on Orion & Engage Billing platform.

Melbourne, Australia

As a delivery lead, my core duty was assisting Revenue Manager to manage 3 direct reports and 30 in direct reports. My role was involved management of New Connection & Service Orders Operations activities (including back of house contract management of Service Orders, New Connection and the retailer service desk. I have also managed operational performance for third party Vendors. E: g- AEGIS front & back office, ZINFRA to ensure team is on track to meet the KPI. I was responsible to conduct regular meeting with third party leaders to ensure business objectives are on track for delivery and service level agreement are met. This role also required to Investigate options, drives implementation of initiatives related to continuous improvement, streamlining operations and capabilities.

Melbourne , Australia

As a Multisite Fulfilment Manager my responsibility was to manage the fulfilment activities of all multisite customers commencing with on boarding and throughout operations activities that support customer’s buying requirements and fulfil the Customers Guarantee and value proposition. In this role I have worked as a Business Lead for Multisite Project (Project Lifecycle- 2 year and total budget was approx. $ 2 M) where my main focus was sales enablement activities, drive improvements in Sales Operation process, improve sales team efficiency by providing customer insights as well as number of initiatives which helps to improve customer experience. Key Initiatives delivered: Various billing improvements, CRM changes, Load coming off contract Report, Contract monitoring tool, Automated on boarding tool, On boarding dashboard, Customer portfolio dashboard etc. -Ensure every customer is set up correctly, monitor site transfer status and ensure on-time and accurate first and subsequent billing;-Managing the delivery of the operations from Service Delivery through the agreed service level targets.-Assessing the Service Delivery performance against the objectives and work with the Managers and team in Service Delivery to ensure continuous delivery against targets.-Supporting the Customer Experience & Collections team in resolving complex multisite customer issues as they arise and take ownership of delivering the solution.-Analyse the operational aspects of the multisite fulfilment activities and identify, recommend and implement improvements to the process.-Analyse multisite customer metrics to better understand changing needs for multisite customers and build the learning into the marketing, sales and operational delivery processes.

Melbourne, Australia

In this role I managed the Multisite &Collective billing customers billing support team day to day operations and manage & lead 10 billing analysts. My key focus area was Identifying operational improvement opportunities across end-to-end business process and implement the change. As I was Process owner for this segment one of key responsibility was to deliver key process or system change initiative from business case conception through to completion the delivery life cycle. I was actively involved in Project implementation support activities including work practice development, UAT and end-user training deliveryAchievements Manage Billing & Operational support for ~65k sites worth $25 M monthly basis. ($300 M per Annum). Achieved and maintain lowest unbilled sites for consecutive 6 months. 0 Sites > 30 days and total unbilled sites ~ 350 to 500 sites  Introduced offshore model within the team to reduce operation cost as well as 5 FTE reductions onshore Various Customer visit to resolve customer billing disputes.

Melbourne, Australia

My Key focus area was to Implement numerous business optimization projects and reporting tools in SAP (ISU, CRM & BW) that improved efficiency, reduced expenses, labor costs, and maximized profit by automating outdated manual processes. As a Senior Business Consultant my core was scope the system changes, elicit business requirements and Identifying operational improvement opportunities across end-to-end business process and implement the change. I was also responsible for Identify and present to management recommendations for change and achieve buy-in and sign off from all stakeholders. This also involved Identifying process, people and system improvements for functional scope and ensuring the improvement is implemented and sustained. I have managed system and acceptance testing, including producing test cases and/or working with testing tools to support the testing processAchievements Automated contracting tool for Multisite customers- An automation tool to streamline the contracting process for Multisite & Collective customers while ensuring the customer experience is maintained/improved in line with business Strategy. Business benefits ~150k annually.  Collective/Consolidated billing improvement initiative –Key objectives of this initiative to improve SAP ISU & CRM capabilities for consolidated billing and removing the number of constraints associated with consolidated billing. Business benefits ~ Manual Labor Reduction for Service Delivery~$40,222 per annum, Reduced Bad Debt~ $254k per annum. Improved DSO ~ $1.2M per annum  Automation of Collective Bill Run Extract/ Summary Report Multisite Bill validation Project- Impacted sites 30k  Various Reporting in Multisite portfolio.

Melbourne, Australia

I was responsible to provide support to Multisite & Collective billing manager with day to day operational activities and Identifying operational improvement opportunities across end-to-end business process and implement the change. etc My focus was various billing Process re-engineering, process improvement, workflow design, and risk analysis. I also performed Business Analyst functions: planning, requirement gathering, stakeholder management and solution validation and testing for successful implementation. My other key responsibility was to ensure all BPO/Onshore team members have the required education and training to effectively participate on their assigned project. Achievements Implemented new solutions to identify multisite customers in the SAP Utilities platform.  Designed and implemented process to avoid disconnections for high profile multisite customers. Introduced offshore model to optimise OPEX. Introduced Quality measurement process for both onshore & offshore parties and provide necessary information in order to achieve monthly results from quality assessment team. Introduced automated tool to manage daily workflow.

Melbourne, Australia

• Provide the Billing operations team with specialized analytical services involve collating, analyzing, distributing invoices and resolving complex account and meter data exceptions, and reporting on the company’s billing data on a daily basis.• Managed a team of colleagues to take care of all BackOffice Tasks relating to Queensland Customers.• Undertook the clearing of backlog to ensure successful transition in new Billing system in November 2009.• Motivated colleagues to look beyond the looming end date.• Assisted Migration Project Team in Data Cleansing Activities.• Took part in Dress Rehearsals for Migration Project.• Ensured Successful Cutover in HM3 Project.• Participate and provide input to short and long term operations planning for the department, to include staffing and technical capability development.• Facilitated Training and up skilling of members of the Billing, service order & transfer team. • Implement strategies and managed resources to bring the Unbilled report to a level surpassing Management's expectations.• Conducted interview for the new employee.• Handled escalations in a timely manner.• Developed detailed knowledge of systems and processes of Hansen HUB.• Highlighted and implemented System Changes, which complemented improved business processes.• Conducted monthly performance review for the team members.

120 Spencer St, Melbourne, Victoria

• Handled Billing Enquiries from the Call Centre through the Billing Inbox• Developed New Billing Processes • Managed Final Bills• Assisted in enhancing existing Billing Processes• Managed Billing Exceptions• Managed Ombudsmen Cases• Trained and guided new Billing Staff as well as existing Queensland BackOffice Staff

• Co ordinate C & I meter installation and alterations between Metering Services staff and external customers including compilation and processing of finalised works orders to ensure accurate metering data capture. • Provide support to customers and staffs in relation to customer transfers.• Interact with Metering Service’s customers to promote customer satisfaction via telephone, fax and e-mail. • Liaise with customers and internal departments to enable works to be completed efficiently and effectively.• Support customer initiatives in customer transfers and market transactions to provide a high level of customer service.

Responsibilities as service order and new connection coordinator: Receiving calls, meet the query of customer; ensure the confidentiality of information, Co-ordinate new meter installation, builder pole, Addition and Alteration, Supply Abolishment, Raising all kind of service order to distributor, making outbound call to customer, electrician and distributor. Follow up Electrical work request (EWR). FORM A, Gas service order. Follow up the exception, handling critical issues for service order and new connection team.Responsibilities as Transfer coordinator: Raising change request to the market, Follow up transfer exception, Liaise with customers, internal departments and distributor to enable works to be completed efficiently and effectively.Back of House Floor support for New Connection and Service Order department.Provide specialist knowledge and advice in new connection and service order team and processes to ensure business unit targets are met or exceeded;Handling and investigating the critical issues for service order and new connection team.