Nathan Schofield Email & Phone Number

242 Exhibition Street Melbourne Victoria 3000

I am responsible for the overall vision, strategy, and direction of Billing Automation and Compliance Controls in Global Billing & Collections. This includes gathering and prioritizing product and customer requirements, and working closely with design, engineering, and billing & collection teams to bring the product to market. My goal is to ensure that the product is meeting the needs of its target customers and is competitive in the marketplace.

Melbourne, Victoria, Australia

Financial systems knowledgeExperience within Billing and Commercial ManagementExperience in defining and driving the implementation of a team strategyExperienced and confident working with executives of all levelsExperience implementing and driving change and business improvements in large organizationsEstablishment and delivery of programs through to completion with a strong commitment to meeting budget, timeframe and quality requirementsOperational experience in a business unit or product/service is essentialStrong analytics / programming experienceProven data extraction, cleansing and manipulation skillsSignificant experience with data manipulation, using CAATs (Computer Aided Audit Tools), SQL, ExcelProvide input, manage & deliver the RA program of work in order to achieve key targets for Coverage, Assurance & Revenue BenefitsProvide Subject Matter Expertise to assess the commercial and customer advocacy implications of the issues identifiedStakeholder Engagement - Liaise with the product management, account executives and sales teams to determine RA Pipeline opportunityStakeholder Management – Represent the RA team on various stakeholder forums & project initiativesRisk Management - Identify & manage relevant issues and risks to be escalated for resolution and quantificationIdentify new ways of achieving the strategic objectives and operational excellenceContribute towards continuous improvementLiaise with key BU/product/system leads in order to obtain a deep understanding of the product revenue streams and the supporting processes and systems architectureDefine Requirements, Design, Build, Test and Deploy analytics - to cover and assure Telstra’s RevenueIdentify revenue leakage based on analysis performedIdentify process gaps and key pain points in the processes leading to revenue leakages

Melbourne

• Perform analysis and recognise patterns in data to initiate incremental improvements and solutions to existing processes, products and systems in own area.• Provide quality advice based on technical billing knowledge• Escalate unanticipated variations in work• Recommend step improvements in own area and between areas, including awareness of pest practice• Design, implement and continuously improve processes, products and systems to optimise performance• Accurate and complete invoicing• Timely reporting• Improved bill accuracy• Decrease in volume of billing disputes and Telstra credits• Identifying opportunities of undercharging and revenue leakage• Perform root cause analysis on errors and tie to a service improvement plan• Identify pain points and establish programs of work to remediate root cause• Deliver consistent excellent customer billing experience• Drive a strong billing relationship and taking accountability for billing accuracy• Perform pre-bill validation processes to ensure invoice accuracy• Identify customer pain points and devise Programs of Work to remediate issues• Guide the contract implementation and transformation to the new Billing solution and contracted pricing• Resolution of billing related escalations, with the customer in conjunction with Commercial and Finance teams• Manage customer debt

Melbourne, Australia

• Driving the Billing Concierge program to deliver the agreed customer experience, strategic and operational objectives• Coordinating the team resources to support and deliver the program to all branded Retail stores across a 6 day rotating roster• Contribute to the resolution of customer escalations, up to and including taking over escalations where required• Review of billing data to understand root cause of complex billing queries (including the investigation to remediate the root cause), presenting the outcomes and feeding back to key stakeholders as applicable• Support key stakeholders in remediating ad-hoc simplex and complex enquiries where available, including the support of major businesses and the friends and family of the Executive team• Build strong relationships with stakeholders across the business, internally and externally. Including GOC, Billing Operations, Credit Management, Telstra Digital, TCW, Telstra Business, GCCC, TIPM, Telstra Operations, Front of House/Back of House teams and offshore partners• Regular reporting of the program and its findings to key stakeholders and the presentation of Billing Concierge reporting to the Senior Leadership Team

Melbourne, Australia

• Tech Bar is a one on one troubleshooting and support presence in all Telstra Branded Stores, and supported 600+ Tech Experts nationally in a diverse and energetic network• Developing and enriching the Tech Bar program across 300+ Telstra Branded Stores• Building and delivering pricing tariffs and services to enrich the Customer Experience in Telstra Stores• Managing the delivery and consistency of the program across all Telstra Branded Stores• Supporting the TCW Sales & Service team deliver a range of other projects• Establishing and maintaining effective working relationships with peer groups and key internal stakeholders and maintain agreed external stakeholders relationships relevant to the achievement of business objectives

• Coordinate and deliver learning and development training to Retail teams in regional hub locations• Facilitate/conduct a range of L&D programs designed for Retail• Assist in the development of training courses as a channel SME in line with identified needs• Assist with the coordination of the training delivery schedule• Maintain up-to-date records on L&D-related activities• Evaluate the effectiveness of L&D programs, reporting outcomes and making step improvements to programs as identified

Melbourne, Australia

• Coordinate and deliver learning and development training to Contact Centers across Australia• Facilitate/conduct a range of L&D programs designed for Contact Centers, including the rollout of Siebel• Assist in the development of training courses as a channel SME in line with identified needs• Assist with the coordination of the training delivery schedule• Maintain up-to-date records on L&D-related activities• Evaluate the effectiveness of L&D programs, reporting outcomes and making step improvements to programs as identified

Lismore / Melbourne

Roles included Sales, Billing, Activation Support, Technical Support in Single Billing, Residential & Commercial Move (PSTN), Foxtel from Telstra, Bigpond, Mobiles.

Education record

Full Stack Web Development, Computer Software Engineering