Natasha Singh

• Lead a team of 4 analysts responsible for analyzing read data in the ODS and preparing it for billing purposes
• Analyze BQR’s and correct erroneous interval data to ensure clean billing data
• Provide guidance, support, and mentorship to team members to ensure a cohesive and productive work environment
• Act as a liaison between the analytics team and billing stakeholders to address inquiries and provide insights into data-related matters

• Map meter data configurations to MDM system to enable meter read data to flow to CIS
• Strong knowledge of various types of meters including Triacta, Siecotech, Accuenergy, Elster, Carma, Intellimeter, Quadlogic, Lynked BTU, GWF, and Next Century
• Troubleshoot meter issues which include high, low and zero consumption, RMA, negative reads, and coordinate with Operations and contractors directly to resolve issues
• Investigate meter issues remotely through Cisco Meraki VPN to interrogate meter settings, download meter reads and change call-out times for meters
• Liaise directly with MDM to implement read transfer process through web transfer for TOU billing
• Prepare annual rate increases for 1700+ properties and coordinate directly with billing provider to implement increases
• Researched LDC rate order changes semi-annually with OEB to ensure that internal admin and meter fees do not exceed those of LDC’s
• Analyze raw hourly meter data annually for over 200,000-meter points to determine which client used the least amount of electricity during Earth Hour

• Design and test new rate schedules in CIS system
• Led initiative to redesign the rate schedule for our heat properties in Northwest Territories in the CIS system and performed consumption analysis for this portfolio in order to resume billing
• Prepare monthly MBR documentation and KSI’s for senior management
• Performed data analysis on the one rate concept to streamline the daily processes in order to improve efficiency
• Designed, coordinated and implemented the Ontario Clean Energy Benefit discount into the ista billing system
• Currently maintain and invoice the Boardwalk portfolio independently
• Participated in data gathering process to discover and analyze current gaps in billing process
• Conducted data analysis of customers data base, including data identity examination from old and new billing systems during new billing system implementation
• Completed a consumption analysis of the Park portfolio for the Sales team to be used as a model to gain new business

Recovery, Support and Portfolio Management, CIBC, Toronto, Ontario

• Prepared and analyzed reports and relayed findings to respective lines of business

• Conducted analysis on the Customer Relations Unit to determine optimal representative attendance to minimize caller wait times and dropped inbound calls

• Generated specific queries from CIBC database using WebFocus to prepare business reports for management

• Responsible for President’s Choice Financial and Bizsmart portfolios

• Created metrics reports for call centre for ASA, TSF, and wrap times for the inbound and outbound staff

• Completed Consulting Skills for Professionals course in 2007

• Prime on supporting the Student Loans portfolio
• Investigated and handled escalated complex files from Customer Care and the Ombudsman’s Office
• Responsible for managing the VISA and non-VISA fraud portfolio and liaise with third-party agencies on the status of fraud investigations
• Selected by management to participate in the process re-engineering initiative within the Customer Relations Unit
• Annual Achiever Recipient for National Collections in Operational Efficiency

• Negotiated and processed payment arrangements for delinquent student loan accounts
• Referred accounts to third party collections when all other repayment options were exhausted
• Educated students on Interest Relief, Revision of Terms, interest-only payments, and debt-reduction while demonstrating strong customer service skills
• Consistently met and exceeded Performance Management Measurement expectations by ensuring that productivity targets and quality expectations were achieved