Pooja Passi Email & Phone Number

Melbourne, Vic, Australia

- Using Power BI for data mining and analyses of related data and transaction activities to ensure KPI's and quality standards are being met. - Facilitate continuous improvement to services through improved data quality. - Analyse vendor performance against their KPI's (based on their contracts)- Ensuring consistent data is reported by both outsourced providers and shared service providers . - Identification of gaps, inconsistencies or non-compliance issues in data provided by service providers.

Melbourne, Australia

- Survey Implementation: Liaise with the CRM platform SMEs to understand business rules of touch points for data extractions. With the proficient use of ETL tools and data mining skills generate surveys for the specific cohort. - Vendor Management: Assessing cross business requests and prioritizing tasks to vendor sprints for optimal business results. - Continuous Improvement : Platform User Interface review project for maximum utilization and efficiency- Change Management: Analyzing change requests, requirement gathering and providing appropriate feedback based on NPS principles. Once accepted, collaborate with Vendor on implementing the change finishing up with Post Implementations UAT (User Acceptance Testing).- Stakeholder Engagement & Management: Keeping stakeholders up to date with project updates in a timely manner. Maintaining stakeholder relationships - Data Analysis and Reporting: Producing regular or ad-hoc reports to agreed timescales as required. Strong SQL skills to analyse customer feedback and produce meaningful insights.- Attended workshops for integration of NPS Surveys with Salesforce.Achievements - Lead the NPS IT Operations team for business priorities and change management. - Service Recovery Automation project lead from the Medallia API (2015) and worked closely with the Siebel technical team to design and implement the flow of call back requests generated from customer feedback. - Implemented surveys for Cloud AppMarketPlace which involved analysing data from cloud platform and applying business rules to trigger customer surveys. - Designed and implemented survey capability across the portfolios of Telstra Health subsidiaries and Telstra Wholesale (2013 - 2015)- Project led the Design and implementation of Manual (Unreportable) survey capability for Business areas which could not be automated under the defined Episodes. (2012 - 2013)

• Analysis of major billing systems and understanding business rules to find Revenue Leakage/ opportunity. • Involved in the Siebel transformation project by providing testing and verification of customer usage and adjustments. • Lead on the NRC adjustments project of Revenue Assurance that involved collating adjustments for all the systems and sending it across to Kenan BOH team to be put through the invoice. • Involved in issue management for transformation defects. Mainly involved in understanding the issue, pulling out samples from CRM if not fixed and co-ordinating with Billing Operations to push the fix through depending on the priority of the issue.

• Ensure that all revenue earned by the client’s billing system is realised in a timely and cost effective way and revenue generating opportunities are maximised.• Analysis of major billing systems and understanding business rules to find Revenue Leakage.• Involved in the transformation project of major Telecommunications Company’s billing system by providing testing and verification of customer usage and adjustments.• Lead on the mobile’s component of billing transformation project. • Involved in the data mapping project of major Telecommunications Company’s transformation project by conducting detailed analysis of the legacy billing system and understanding complex business rules to map to the appropriate system. • Provide business rules to map the legacy data to the new system.

Updating and maintaining the payment system. Role involved making payments for the invoices being sent by major sight seeing companies, hotels and travel companies in New Zealand for the bookings made through our company. Liaising with product manager and suppliers over contract rate incongruity.Responsible for training and supervision of new staff joining the company in our department.Reconciling accounts every month end and sending payments through to the suppliers.Provided operational, statistical and progress information for inclusion in management reports.

Masters, Information Systems

Masters of Applied Science (Specializing in Databases)

Education record

2004 Graduate Diploma, Information Systems