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John Manolitsas
Senior Business Analyst @EnergyAustralia
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WORK HISTORY
Senior Business Analyst @EnergyAustralia
Melbourne, AU
Project: Core Technology TransformationMapping retail operational processes (BPMN) and eliciting requirements for forthcoming RFP to replace core customer billing/management platform.
EDUCATION
RMIT University
Bachelor of Business
GE Capital
GE Six Sigma Black Belt
SKILLS
ABOUT JOHN MANOLITSAS
Lead/Senior Business Analyst skilled in managing people and projects in fast paced environments. Experienced in all major operational functions (Call/Contact Centre, CRM, Sales, Fulfillment, Billing, Payment, Credit & Collections, Customer Service, Operations & Management).Project experience includes: system development, transformation & implementation (including call centre telephony and workforce management technology); customer/database integration/APIs & transition to new processes; credit management; process improvement; operational cost reduction; new product/service development; regulatory changes and reporting.Industry experience: Asset Services; Energy (Electricity & Gas, Retail & Distributor); Banking & Finance; Logistics; Digital Media; Entertainment/Gambling; Health; Insurance; Automotive; Telecommunications and Retailing.Key strengths include: business requirements/user stories elicitation and documentation; working with solution architects, developers and testers; team leadership (100+ people); relationship building; stakeholder management; formal and informal communications. Experience with Microsoft Azure & Power Platform, Genesys, CCaaS, Aspect, Avaya, SAP, Oracle CC & B and Salesforce platforms. Also, Azure DevOps and Jira for user story management and development and HPQC/ALM for testing. Experienced in AGILE and Waterfall methodologies.SIGNIFICANT ACHIEVEMENTSTransition & Transformation: successful data migration of one million customers from legacy systems to SAP and subsequent process improvements.Call Centre Telephony Platform Implementation: installed cloud-based telephony platform and associated applications into off shore (BPO) contact centre (200+ agents).Developed & Launched Web Portal: connections portal for Energy Distributor used by electrical trades & buildersCreation of New Retail Business Unit: 250K customers and $75 M revenue.Credit Management: Managed 81 campaigns to 180K customers to reduce debt by $45 M.Process Improvement:(Billing & Credit). Delivered benefits of $9.6 M.Benefits Realisation: Managed optimisation of transition to new Device and Billing processes in SAP-ISU. Targeted 64 FTE ($2.8 M) benefits realised.
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