CV_Linda_Agnes_Gardiner_27.06.2015

Curriculum Vitae: Linda A Gardiner
Linda Agnes Gardiner
204 Stamford Street
BERSEKER QLD 4701
Mobile: 0490 089 241
Email: bradley.gardiner@gotalk.net.au
EDUCATION:
 1987 Higher School Certificate
College of External Studies and T.A.F.E. Blacktown NSW 2148
 Diploma in Frontline Management - APESMA
 Certificate of Attainment in Project Management – APESMA
 Certificate of Attainment in PRINCE 2
Foundation Project Management – Prince 2
 Certificate IV in Training & Assessment (TAA40104) – Choice Training
 Six Sigma Green Belts Certificate of Attendance – SAI
 Batchelor of Information Systems with Distinction – Central Queensland
University
 Salesforce.com Administration – Salesforce.com
 Agile Project Management – Scrum Master (to sit certification exam in the
near future)
PERSONAL ATTRIBUTES:
 Flexible, Agile and outcome focused
 Able to work independently while team orientated
 Innovative, creative and strategic problem solver
 Confident, inclusive professional communicator
 Ethical and values driven
 Good sense of humour
 Fitness and Health focused
SKILLS INVENTORY:
Page 1 of 171

 Business Needs Analysis including Concept Briefs, Business Requirement
Documents, Process and system mapping (Data Modelling, Customer
Experience Modelling, Workflow, Use Cases, ) design & analysis, Business
case development, Stakeholder management, risk assessment, Stakeholder
Engagement Strategies, Management Briefs, Functional/Technical
Requirements, Agile Cases.
 Process and system modelling & analysis – IBM Value Realisation Method,
WBM Holosofx WBI Mapping tool, Corporate Modeller (Casewise) & Visio
(Gap Analysis, Cost Benefit & resource analysis), Six sigma and Lean
process methodology.
 Extensive experience with Project/Change Management Systems &
Methodologies (Agile: SCRUM, PRINCE 2, PMBOK, Primavera, MS Project
2000, Marval, Infra)
 Project Management – roles as Project Manager, Implementation manager,
business analyst, change management, System and Process Trainer,
Report Specifications Function Lead, project process lead, SME, Service
Improvement Facilitator, Test Manager, PMO Administration and
Tester/Script Writer.
 Relationship Management – vender and user forum facilitation
 System solution facilitation and tendering including Use case analysis,
Requests for Tender, Tender review and selection for ERP, CRM & CIS.
 Release Management – DBA for CRM (Salesforce), communications, co-
ordination and communication for system and process upgrades/releases.
 Knowledge Management and Systems – Sharepoint, UPerform
 Understanding and experience of ICT Framework and ITIL processes
 Development, Communication & Implementation of New Procedures,
quality management processes (Business Improvement Project) and
systems including CRM, CIS, Middleware, ERP (Reporting), Organisational
Design Review and Business Transformation initiatives.
 Performance Management – designing and implementing strategically
aligned performance measures, Stacy Bar “Pump” methodology
 Basic Programming using SQL, HTML, CSS, PHP, VBA, Object Orientated
Programming
 Service Level agreement development & Management
 Strategic and Goal oriented Perspectives.
 Organisational Change/Communication Management
 Policy & Standards development, implementation and monitoring.
 Leadership, motivation and empowerment of a team.
 Coordinating, implementing and presenting training programs & employee
coaching/assessment/skills analysis.
 Advanced conflict resolution & Innovative customer focused service skills.
 Service Level Requirement/Agreement Development & Management
 Resource organisational skills.
 Computer literacy including Project, Word, Excel, Power point, Access.
ERGON ENERGY COURSES:
EE Internal Course:
 Leadership Development Program (Australian School of Business)
o MBTI
Page 2 of 172

o Leadership – Personal Values, Mindful Leadership
o Coaching for Motivation and Growth
o Learning Teams
o High Performing Teams
o Leadership and Organisational Change
 ZIP
 Power of the Customer
 Ellipse (ERP)
Microsoft Acess:
 Level 3– (Advanced)
Microsoft Visio:
 Level 2 – (Advanced)
Microsoft Excel:
 Level 3– (Advanced)
Stacey Barr:
 Business Performance Measurements (PUMP)
SAI Global
 6 Sigma Green Belt (Certificate of Attendance)
First Aid
 Perform CPR
Process Zone
 Process Document Awareness
 Corporate Modeller
ERGON Basics
 Fire Safety Awareness and Evacuation
 Environmental Awareness
 Cultural Awareness
COUNTRY ENERGY COURSES:
APESMA: Frontline Management Diploma (modules completed)
 Workplace Leadership in a World Competitive Environment
 Strategic Perspectives in Frontline Management
 Change Management
 Customers, Quality and Benchmarking
 Leading Best Practice Teams
Page 3 of 173

 Innovation and Entrepreneurship
 Frontline Management Competencies (In Progress)
 Managing People
 Motivating People
 Group and Teams
 Delegation and Empowerment
 Job Analysis
 Human Resource Development
 Managing Staff Performance
 Effective Meetings
APESMA: Project Management:
 Scoping & Documenting Projects
 Resource & Cost management
 Resolution of Common Project Barriers.
 Review & evaluation of Projects
 Communication, Implementation & Management of Projects
Project Consultants: Process Design & Analysis (BIP)
 Resource & Cost Analysis
 Delivering Project Finding (Documentation & Presentation)
 Workshop Management
 WBI Holosofx Process Modelling & Analysis Tool
Spherion: MS Project 2000
 Resource Scheduling & Management
 Time & Milestone Management
 Budget & Cost Management
PRINCE2 Consultant: PRINCE2 Project Management Process
 Project Team Structure
 Project Initiation, Management & Closure Process.
 Conflict/Issue Management within a Project.
 Managing Project Teams
Primavera (project tool)
Frontline Leadership Development Program
ITIL Incident Management & INFRA Application
Objective Document Management System
Cognos Reporting
ADVANCE ENERGY INTERNAL COURSES:
PEACE Customer Information Systems;
Call Centre Enquiries/ Emergency Services
Credit Control/Cashiering
Customer Accounts/Account billing
Quality Management
Meter Management
Century Accounting Systems
Corpalign
Page 4 of 174

Corporate Letter Writing
Aboriginal Awareness Workshop
Call Centre Customer Service
Time Management
Winning Presentations
Phoneware
Call Scan
Emergency Services
Network Systems
Media Skills
Train the Trainer
Occupational Stress Management
Office Safety
Other Non-documented Courses:
INTEGRAL ENERGY INTERNAL
ANZ BANKING GROUP INTERNAL
CAREER HISTORY:
April 2012 to Present
Senior Business Process Analyst –
Retail: Business Transformation, Ergon Energy
Reporting to the Manager Retail Business Transformation, this position is
responsible for the following:
 Facilitate development of strategically aligned and commercially
sustainable business processes
 Manage Retail initiatives and projects are required
Page 5 of 175

 Business analyst & testing support for assigned system change requests
including development of business cases, concept briefs &
Specifications, System gap analysis, findings reports, Business
Requirements Documents & Specifications, KPI’s and management
briefs
 Facilitate workshops, user group forums and corporate meetings for
projects and initiatives
 Manage systems changes ensuring regulatory compliance
 Change management including training, communications and
workshops/roadshows
 Business Process Improvement for ToBe and WhatIf processes including
facilitation Process Development workshops, findings reports &
recommendations.
 Research and analyse systems, data, best practice and regulatory
requirement related changes and related dependencies across the Ergon
Energy business including “voice of customer” feedback.
 Build and establish relationships with internal and external
stakeholders and service providers to understand methodologies in
relation to application management, data protocols, industry best
practice and future strategic direction.
 Develop business measurements and reporting to monitor performance
and SLA’s, identifying opportunities for improvement and compliance.
Achievements
 Stream Lead for Retail Business Transformation – Settlements Processes
 Project Manager for Implementation of CRM tool – Salesforce
 Establishment of User Community for Salesforce including Charter,
Change Process and Code of Conduct
 CRM Administrator – DBA
 Development of Integration for CRM
 Senior Business Analyst for NECF Implementation
 Senior Business Analyst for Life Support
 Project Manager and Senior Business Analyst for Solar (IES)
Centralisation and systems development
 Development of Web User Interfaces for Solar and External Contractors
January 2012 to April 2012
Major Customers Project Manager – Secondment
Major Projects: Major Customers, Ergon Energy
Reporting to the Manager Major Projects, this position is responsible for the
following:
 Facilitate development of Major Customer Asset Project’s processes,
policies and systems ensuring regulatory compliance and commercial
sustainability.
 Develop relationships between businesses and external contractors to
ensure seamless customer service
 Develop and train a Customer Engagement Model
Page 6 of 176

 Develop and deliver User training for policies, process, regulatory and
systems.
 Develop reporting and dashboards for management and users
 Manage relationships between system consultants, venders and internal
users including SLA’s and contracts.
Achievements
 Project Manager/Business Analyst for the the Development and
Implementation of CRM Solution to manage Major Customer Projects
including Milestones, NECF commitments and Contracts Management
May 2011 to January 2012
Senior Business Analyst –
Retail: Projects and Systems Support, Ergon Energy
Reporting to the Manager CS Systems Projects and Systems Support, this
position is responsible for the following:
 Analyst and develop commercially sustainable compliant solutions to
process and systems issues
 Manage and monitor systems changes ensuring regulatory compliance
 Research viability of systems related changes and related dependencies
across the Ergon Energy business.
 Facilitate Workshops, Meeting and Forum for process and KPI
development and projects
 Develop and monitor measure for performance management
 Develop and deliver training and training material
 Manage internal/external stakeholder expectations and relationships
 Support the Customer and Market BUR process
Achievements
 Business Analyst for Customer Touchpoints initiative
 Project Manager/Business Analyst for IES (Solar) Centralisation and
Stabilisation Projects
 Innovation Team Member
March 2009 to May 2011
Business Analyst –
Customer Service: Customer Service Systems Support, Ergon Energy
Reporting to the Manager CS Systems Support, this position is responsible for
the following:
 Facilitating Strategically aligned Process Improvement Initiatives
 Manage Customer Service initiatives and projects are required
 Business analyst & testing support for assigned system change requests
including development of business cases, concept briefs & BUR’s, System
gap analysis, findings reports, business requirements, functional
requirements and product solutions
recommendations.
Page 7 of 177

 Research viability of systems related changes and related dependencies
across the Ergon Energy business.
 Build and establish relationships with internal business stakeholders and
external service providers to understand methodologies in relation to
application management, data protocols, industry best practice and future
strategic direction.
 Ensure compliance with all relevant legislation, and Ergon Energy policies,
procedures and practises.
 Monitor FACOM delta reports for Meter changes
 Analyse & document Netbill functionality and network billing processes
 Manage system change process for Netbill and NBM.
 Support Customer Service Projects as required
 Provide advice to Customer Service on BUR requests, impact mitigation on
integrated systems and processes.
 Support the Customer and Market BUR process
Achievements
 Participate as a Business SME & Analyst on the AER Streetlight Regulatory
Reset project.
 Project manage Network Revenue Recovery project
 CS Pit Crew member – delivering the first initiative for the team
 Secondment to ODR as Report Specifications Function Lead
 Project manage the implementation of Tier 1 billing through the Netbill
Application
 Participate as a Business SME & CS Analyst on the PAF’s & TAFs review
for the Self Service project.
 Delivered findings & options for Un-metered Supply process
April 2008 to February 2009:
ESS Service Improvement Facilitator –
Employee & Shared Services: Business Support & Improvement, Ergon Energy
Reporting to the Manager Service Improvement, this position is responsible for
the following:
 Facilitating Strategically aligned Service Improvement Initiatives
 Facilitating Asset Management and Shared Services Process, Measures and
systems (ERP) Improvement Initiatives
 Business Performance analysis and measures
 Process Modelling & analysis
 Project development & facilitation of SI initiative
 Business Needs Analysis & requirements development
 JET gap analysis and training
 Implementation & Process Change Facilitation
 Service Improvement Change Management
 Development of Initiative Strategies for Communications
Page 8 of 178

 Risk and Impact analysis
 Stakeholder analysis and management
 Team and customer skills development in Service Improvement
 Conformance to Performance Initiative planning & management
Achievements
 Accounts Receivable Conformance to Performance Review (JET
implementation system gap analysis)
 Accounts Receivables Strategically Aligned Core Competencies
 Implementation of BPAY - concept, requirements, testing, training, change
management & communications, implementation
 Service Improvement Initiative for Payment file automation connector script
(joint project with Energex)
 Facilitate implementation of FACTs in AR
 ISES (TT&D) automated, web based process/solution development
 Non Retail Recovery Debt Policy, user guide & Process Maps
 Establishment & clarification of non retail debt roles & responsibilities
 Automation of Invoicing Processes
 Critical Services Measures for Accounts Receivable
 Reduction in Ergon Energy Non Retail Debt Aged Debt
 Fleet standardisation database requirements development
 Customer Contribution payment process solution development
 Member of ET2010 Community of Practise
 Experience in Ergon Energy Process Mapping Methodology
 Skills in Corporate Modeller mapping tool
 Innovation Coach
September 2007 to April 2008:
ESS Service Improvement Analyst –
Employee & Shared Services: Business Support & Improvement, Ergon Energy
Reporting to the Manager Service Improvement, this position is responsible for
the following:
 Facilitating Asset Management and Shared Services Process, Measures and
systems (ERP) Improvement Initiatives
 Process improvement redesign
 Process Modelling & analysis
 Implementation & Process Change Facilitation
 Stakeholder management
 Analysis & development of business requirements
Achievements
 HR Relocation Process
 BS&I Team process documentation
 BS&I Service Request tool requirements
 Contract Administration Working Group
Page 9 of 179

 Analysis of Service Request management tool & development of BRS for
Marval implementation in ESS BS&I
 ERP Upgrade and Stabilisation
January 2006 to September 2007:
Retail Business Analyst/ Business Process Improvement Specialist –
Business Services: Information Services, Country Energy
Reporting to the Business Relationship Manager (Retail, Customer Service,
External Relations & Energy Trading) this position is responsible for the
following:
 Customer interface to the business for IT including managing Business
Support Group (SME’s), facilitating development and communication
between business customers and IT technical developers, solution delivery
 Participate in designated projects as determined by the PMO
 System Development and Implementation Strategies for IVR, B2B Hub, CIS
and CE Internet (CS related Enquires)
 Represent and support business through ICT process
 Business Process Mapping standards and training management including
quality management strategies and auditing.
Page 10 of 1710

recommendations.
 Training, coaching, support using the WBI Modelling tool.
 Business analyst & testing support for assigned projects including
development of business cases, concept briefs & Project Initiation
Documents (PID’s), System gap analysis, findings reports, Business
Requirements Documents & Specifications
 Change Management & Training Development/Facilitation for IS Projects
 Managing Service requests for Business Requirements and functional
requirements.
 Development and support of SLA’s for applications PEACE CIS, NBM, NBV
& Formfill gateway, B2BHUB.
 Test Co-ordination including test strategy development, test quality criteria
& plans, scripts, SME & test schedule co-ordination, defect management.
 Process mapping, modelling and analysis for IS projects for use in PID
Development, Business and functional requirements, process and
procedural documentation
recommendations.
 Quality SME for PEACE management and version control of Process Maps,
CIS and Processes
 Development & Support of Testing using the Mercury Tool including
execution and reporting requirements.
 Training, coaching, support and Quality management of UAT processes and
scripts using the Mercury tool.
 PEACE CIS Patch UAT Strategies
Achievements
 First Data Utilities Australian Users Workshop
 Development of SLA’s for Retail/Customer Service Applications
 Setup BA’s working group
 Member of Business Support Group (BSG)
 B2B Training and change management
 Network Billing Management Upgrade Project
 QLD, SA & TAS Market Requirements review
 WBM Modelling Tool Update
 Business Terminology and Rules Standardisation Initiative
 CIS (PEACE) Upgrade gap analysis
 Business analyst Middleware (EAI) project
 Facilitate development of adaptor & API for AGL billing process
Page 11 of 1711

March 2005 to January 2006
Business Change Management Co-ordinator – Business Change:
Information Services
Reporting to the Retail Business Relationship Manager, this position is
responsible for the following:
 Change Management & Training Development for IS Projects
 Risk and stakeholder analysis
 UAT co-ordination
 Process mapping, modelling and analysis for IS projects for use in PID
Development, Business and functional requirements, process and
procedural documentation.
 Business Process Improvement including facilitation Process Development
workshops, findings reports, recommendations, process/procedural
documents and training/communication documents.
 Quality management and version control of Process Maps.
 SME for PEACE CIS and Processes
Page 12 of 1712

 Development & Support of Testing using the Mercury Tool including
execution and reporting requirements.
 Training, coaching, support and Quality management of UAT processes and
scripts using the Mercury tool.
 PEACE CIS Patch UAT Strategies
 Policies and Standards
 Consultants to Business Units for other Projects
 System Development and Implementation Strategies
Achievements
 Process and Change Lead on Inland Australia Merger
 Process Mapping VeP Project
 TCS/B2B Remediation Project
 Mercury Implementation
 PEACE CIS Patch Implementation Process
 Retail “Prospects” Workshops
 OEO Project Mapping
February 2002 to March 2005
Project Co-ordinator – Business Integration & Project Management.: Shared
Services
Reporting to the Manager Business Integration & Project Management this
position is responsible for the following:
 Project Development, documentation and management ensuring strategic
alignment and business objectives.
 Administration co-ordination and support for PMO
 Change Management & Training Development for Business Improvement &
Projects
 Business Process Improvement
 Stakeholder/risk analysis
 ENERGY CIS Upgrade/Change Implementation
 User Acceptance Coordination, Script Writing & Testing
 Business Performance
 Policies and Standards
 Consultants to Business Units for other Projects
 System Development and Implementation Strategies
Page 13 of 1713

Achievements
 B2B Hub Project Subject Matter Expert including System, Workflow &
Process Development.
 Team Leader Business Processes for Australian Inland Integration.
 Process Mapping and gap analysis for Australian Inland Integration.
 To be a member of the FRC Change/Training Road show.
 Data mapping for CIS conversion
 TCS Network Dispatch/Middleware Project Team Member for Customer
Service.
 UAT Coordinator for TCS/Middleware Project
 Alignment of B2B and NEMMCO requirement for Customer and Premise
information
 Process mapping to assist with KPMG Auditing.
 Implementation of TCS requirements including frontline change
management and training development, data cleansing, process gap
analysis.
 Implementation of Multiple new policies and procedures.
 Alignment of Gas & Water Process to CE core business.
 To be part of the team to for the BIP Phase 1 Project with IBM.
 To be a key member of the Customer Service Excellence Team (CSET).
 To be a member of the Energy 7.2 Implementation team responsible for
Gap Analysis.
 To have managed the project for the 31 Day/final read process and policy
including the Service Delivery & Safety requirements.
 To be the Business Owner for Process Tracking Jobs in Energy.
 To assist the Customer Relations team with redesigning the Customer
Contact Process.
 To be a member of the “Life Support/Planned Outage” Project and policy.
 To be a member of the “New Connections” Project.
 To have managed the project for the “New Check Read” process, policy and
implemented.
 To manage the project for Generic Depot Code Cleansing.
 To manage the project for PTJ/WI Cleansing.
 To develop & Implement the new “Field cards” in accordance with retail,
regulatory & safety requirement (as per the SERIT Committees
recommendations).
 To manage the project for “In Area Lost” customers.
 To be a member of the Energy 6.3 training/change management team.
January 2001 to February 2002
Team Leader – Supply Interruption Group Bathurst: Networks
Page 14 of 1714

Reporting to the Call Centre Coordinator, this position is responsible for the
following:
 All of the Emergency Response Coordinators Responsibilities
 ENERGY housekeeping (quality control of logged calls)
 Staff performance Reporting
 Call Centre Accounts & Emergency Statistics and Reports
Achievements
 To be part of the team to develop an interim Standardised Country Energy
Procedural and Process Manual.
 To be the coordinator of the Dubbo Disaster Recovery
March 1998 to January 2001 (restructure)
Emergency Response Coordinator
Network Systems Control
Advance Energy
KELSO NSW 2795
Reporting to the Systems Control Manager, this position has the following
responsibilities;
 Monitor and coordinate loss of supply responses to ensure a high standard
of customer service and safety is provided including staff, information
systems & media.
 Establish, coordinate and present customer service training programs.
 Establish and document procedures and processes.
 Coordinate ERC, dispatch & on call rosters
 Quality management through monitoring Customer Information Systems
and Management reporting.
Achievements;
 To establish loss of supply customer service procedures for customer
service advisers and System Controllers.
 To coordinate our emergency responses for both the Bathurst Floods and
the Dubbo wind storms.
 To establish and present customer service training programs including
documenting a training manual, presentation and follow up analysis of
individual training requirements.
Page 15 of 1715

 To be involved in the team for upgrading Advance Energy’s Internet services
 To exceed my Managers expectations of my position.
 To coordinate a C.I.S. workshop, and implement desired changes to the
system.
 Attendance at the Network Services Planning Workshop.
 To motivate and coordinate a highly focused team of customer service
advisers.
 To gain a good understanding of the Electricity Network.
 To learn to use a field radio and dispatch loss of supply calls.
 Attend the Asia Pacific Call Centre Conference.
 Represent Advance Energy at the 1998 National Field Days at Borenore.
 To be part of the team that established and coordinated Centralised
dispatch of field work for the Customer Delivery East.
 To establish voice mail groups to improve communication to management
regarding emergency situations.
February 1997 to March 1998
Team Leader
Customer Call Centre: Advance Energy
KELSO NSW 2795
Reporting directly to the Manager, Customer Services. The main
responsibilities of this position are;
 To show leadership, motive and monitor a highly customer focused team of
call centre customer advisers.
 To uphold the companies values, business objectives and mission
statements.
 To maintain a high level of customer satisfaction through the use of the
customer information system.
Achievements;
 To coordinate and present a customer call centre workshop.
 To coordinate a customer service training course.
 Attend the Energy Services Planning Workshop.
 Be part of a motivated, customer focused call centre.
 Be responsible for the establishment of a TIDDS telephone system and also
Bpay system.
 To have been involved with the formalising of company procedures.
 To have created and maintained a call centre budget.
 To have been part of the working group structuring the PABX and ACD
systems to improve customer service.
References
Page 16 of 1716

Mr Brian K Steffen
Group Manager
Forbes Council
Telephone 0427 417 676
Damien Lynch
Manager Retail Business Transformation
Ergon Energy
Mrs Merridy Morris
OHS & E System Support Coordinator
Country Energy
Page 17 of 1717

CV_Linda_Agnes_Gardiner_27.06.2015

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