Tushar Darji

Experience

• 

  Telstra

  Jun 2007 - now

  The role requires strong adaptability to react effectively to fluctuating level of pressure, peaks and demand which requires me to work with various Telstra Partners onshore and offshore and all at the same time to manage day to day operations Bill Production activities and be responsible for accuracy and timely delivery of customer bills generated through various system and lodged for delivery by various partners. It requires a strong customer oriented mindset skill and experience in managing high volume activity and lead various team of Telstra Partners to deliver result in challenging environment. Effectively saved $ 1M in cost by successfully implementing switch to Australian owned ecofriendly Paper and Envelope by Partnering with vendor and internal stakeholders. Successfully completing BigPond Customer Care and Billing system decommissioning by using an innovative approach of human agents, robotic automation, and small army of experts who delivered original estimate of $14m, for approximately $4m Digital Lead to identify opportunity and execute them to deliver team’s digital target by Actively identifying new initiatives to support Telstra’s Digital strategy and delivered over $3.8M in savings through digital conversions. Developed Forecasting capability for Bill Production which helped greatly with contract negotiation with Print Vendor, saving Telstra over $ 10M through better negotiation. Developed insight on bill production Cost analysis and forecasting capabilities to help business take informed decision including driving digital growth, managing spend and delivering cost saving initiative across the business. Show less • Effectively Transitioned Telstra Clear billing Operation jobs including bill run execution and error management and customized billing solution work from New Zealand to Sydney. • Effectively monitored and improved the execution and also identified needs to intervene and improve execution for better result and time efficiency. • Proactively promoted and created improved process to help achieve productivity by cutting processing time by 24hrs. Thus, helping the company to achieve productivity, shorter waiting time for bill delivery, and great customer experience results. Show less • Billing Operations oversees all billing activities for PSTN, Mobile & BigPond Broadband and Dial-up customers from Rating & charging to Printing & delivery of bills,• Manage end to end bill production & distribution activities for current & legacy systems (Kenan, Flexcab, Mica and BPI).• Manage high-medium impact incidents affecting billing activities and drive resolutions with minimum delays and customer impact• Drive the process for BIP & IFFI error to get the customer account cleared form the error within SLA and also implement solution to avoid this error in future. • Implemented Bill cycle checklist to track the compliance and completion of Transformation and legacy billing. Show less • Responsible for ensuring that billing related information, such as campaign data and customer billing details are accurately maintained across the various BigPond Billing Platforms.• Provide support on major incidents and create accurate and consistent data to assist the BigPond Billing Manager in both the decision and resolution process. • Provide subject matter expertise for testing purposes as well as developing manual solutions to ensure the best possible customer billing experience.• Work closely with various groups within Telstra and use strong analytical and problem solving skills to assist in resolving key issues and or problems.• Work with developers and process analysts to identify billing requirements for new processes & projects. Show less

  • Senior Business Specialist

    Dec 2013 - now

  • Billing Controller (Telstra Clear, New Zealand)

    Jul 2010 - Dec 2013

  • Business Analyst – BigPond Billing Operation

    Jun 2008 - Jul 2010

  • Business Support

    Jun 2007 - Jun 2008