vanessa roberts

SAP CRM and ISU implementation. Responsible for providing detailed business technical knowledge into design and configuration requirements for the B2B and B2M data gateway solution, allowing for migration of customer data from 50+ legacy and current billing engines to SAP. Facilitated cohesive relationships between business units and IT. Prepared business requirements gathering and analysis, detailed functional specification documents and obtained sign-off from a large number of stakeholders. Prepared detailed Visio system and process diagrams. Design and implement new regulatory compliant processes. Develop test scripts, perform user acceptance testing, and assist with data conversion, reconciliation and troubleshooting.

* Provided compliance guidance and support services, assisting Retail Operations business groups to understand legislative and regulatory requirements and achieve compliance on issues such as format of bills, service time frames etc. * Additionally tasked to assist in rectifying compliance issues relating to customer concessions. * Liaise with legal and corporate affairs on matters of risk management. * Maintained multiple compliance systems and generated reports as required. * Audit preparation and performance. * Develop and document new processes as required. * Prepare process diagrams (Visio.) * Reduced non-compliance within the business group by over 60%.

* New Connections representative - National B2B Project * Seconded to represent New Connections in developing new processes and system functionality to meet National B2B requirements. * Process analysis and design focused on streamlining end-to-end operations within the department. Develop user acceptance tests for new processes and system functionality. * Development and implementation of full suite of process documentation and training materials. * Delivery of process training to 35+ team members. * Change management.

Originally hired as a temporary CSR in AGL's high-volume call centre, promoted to a permanent role within New Connections, and becoming a subject matter expert for the team. Roles variously involved supervision and technical advice to up to 35 staff, process improvement and development, complaint management, regulatory compliance and liaising with other market participants ensureing resolution of day to day issues, high-volume inbound calls and request processing, document control, records management, and recruitment, training and monitoring of new staff members

Short-term contract role. Reconcile product and warranty purchases. Negotiate with multiple stakeholders to resolve exceptions. Additionally tasked to produce process documentation and deliver training.

Risk and Internal Audit administrator.

* BA * Network Operations 2017 * Current Network Management Lead * Power of Choice program 2015-17