Vahagn Manandyan
Glendale,USA
Summary
Proactive cross-sector and multi-task customer service manager; Creative and flexible; Able to build relationships and influence internally; to analyze problems, set priorities, and find solutions. Worked in a multilanguage and multicultural environment; independently and as a team member; unsupervised and under time pressure. Managed and supervised teamwork. Result oriented. Capacity assessment and building; Risk assessment and mitigation; Market research and analysis; Company budget preparation; Billing and Collection management.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Freelance
Decano Analytical Laboratories, Monamie Logistics Inc
02.2023 - Current
- Consultation of CC&B development and implementation in Water and Power companies
- Consultation of preparation of Operation and maintenance contracts for tenders
- Customer service management consultation
- Preparations of Enabling Project (EP)
- Preparation of KPIs and Customer service reports
- CSAT Survey
Customer Service Expert
(MOMC consulting)
11.2023 - 01.2024
- Development and implementation of billing and collection systems
- Provide technical guidance for infrastructure planning, upgrade, and improvement projects, leveraging expertise in water supply systems, automation technologies, and municipal utility operations
- Preparation of customer service procedures
- Customer service management consultation
- Preparation of KPIs and Customer service reports
Customer Services Director (MOMC) (IWP)
IPW Project Company of JV of SAUR SA, MIAHONA and MANILA WATER Companies
04.2021 - 11.2023
- Company Overview: NATIONAL WATER COMPANY (NWC), KSA
- Responsible for MOMC-related activities of the Customer Services Department including (i) Collection, (ii) Customer Service front and Back Office, (iii) Automat Meter Reading (AMR), (iv) New House Connection, and (v) Non-Revenue Water (NRW)
- Developed and implemented two Enabling Projects (EP), Commercial Management Enabling Project and Customer Engagement Project
- Providing high-level service for around 180,000 customers (around 4M inhabitants) in 2 big regions in Saudi Arabia (Madinah, Tabuk)
- Develop and implement a customer experience strategy and roadmap that aligns with the organization's overall goals and objectives
- Supervise activities of Customer Services Managers of regional business units (RBU)
- Define the organization, policy statements, resources, procedures, guidance, and reporting requirements for the department in consultation with HSSE and Performance Director, as appropriate, and implement them
- Implement and manage cross-functional business integrations including M&A operational due diligence & operations (field service & call center coordination)
- Manage and optimize the organization of departmental activities and use of resources allocated to them, to optimize efficiency
- Manage and optimize the New House Connection process
- Prepare customer interface strategy
- Oversee CIS software support strategy (CC&B)
- Develop standard KPI’s (7 KPI’s out of total 14) and audit methodology to assure best-in-class operations, infrastructure, technology, and customer support functions
- Manage establishment, and staffing of Customer Service Centers
- Prepare billing, payment, and collection strategy and its implementation
- Oversee specific aspects of internal capability development and delivery, including definition of the capability roadmap and customer experience, development of the business case, capability specifications and prototyping, documentation of business requirements alongside business partners
- Prepare revenue metering strategy (AMR)
- Support the O&M Director in preparation of NRW management strategy and its implementation
- Support the Finance Director in preparing and maintaining records of revenue notices and receipt vouchers and the payables management
- Prepare the company's annual budget
- Assist the HR Director in preparing the training and development programs for the Department
- Train and mentor customer service staff to enhance skills and knowledge
- Ensure team compliance with company policies, regulations, and service standards
- NATIONAL WATER COMPANY (NWC), KSA
Regional Commercial Director
VEOLIA
01.2017 - 04.2021
- Company Overview: Water Comity of Armenia
- Providing high-level service for around 300,000 customers (around 700K inhabitants) in 37 towns and 350 villages in Armenia
- Management of the regional commercial department at the Head Office
- Preparation of annual budget, business plans, reports, admissions, and reviews
- Implementation of new technologies for business and billing processes
- Prioritize, plan, and strategize Meter to Cash activities and processes ensuring delivery of the highest quality results leading to billing accuracy and timeliness
- Provide coaching, guidance, and monitoring to ensure the teams are meeting performance targets and organizational objectives for key results
- Establish operational KPIs and measure results and impact
- Drive the organization's cash collections, billing accuracy, and bad debt management responsibilities
- Analyze billing and payment data to identify trends, patterns, and areas for focus and improvement
- Collaborate with technical teams to ensure efficient use and management of SCADA systems, water modeling software, and metering devices
- Contribute to the development and implementation of modern billing systems, ensuring accuracy and user-friendliness
- Actively and consistently supports all efforts to simplify and enhance the employee and customer experience
- Review and modify existing billing, payments, collections, and meter data policies
- Develop and implement strategies for managing customer accounts and resolving payment issues
- Performs complex related analyses including but not limited to payments, aged receivable, and collections activities
- Water Comity of Armenia
Commercial expert
GRAND FOOD CORPORATION
05.2018 - 09.2018
- Development and implementation of BI reporting system
- Revenue improvement
- Prepare the company's annual budget
- CSAT Survey system implementation
Customer Service Director
SAUR
06.2006 - 12.2016
- Company Overview: Water Comity of Armenia
- Responsible for MOMC-related activities of the Customer Services Department including (i) Collection, (ii) Customer Service front and Back Office, (iii) Meter Reading (AMR), and (iv) Non-Revenue Water (NRW)
- Providing high-level service for around 300,000 customers (around 700K inhabitants) in 37 towns and 350 villages in Armenia
- Develop and implement a customer experience strategy and roadmap that aligns with the organization's overall goals and objectives
- Define the organization, policy statements, resources, procedures, guidance, and reporting requirements for the department in consultation with HSSE and Performance Director, as appropriate, and implement them
- Implement and manage cross-functional business integrations including M&A operational due diligence & operations (field service & call center coordination)
- Manage and optimize the organization of departmental activities and use of resources allocated to them, to optimize efficiency
- Development and implementation of Call Center, 24/7
- Develop and implement of Billing Center in HO
- Collaborate with technical teams to ensure efficient use and management of SCADA systems, water modeling software, and metering devices
- Contribute to the development and implementation of modern billing systems, ensuring accuracy and user-friendliness
- Support infrastructure planning and improvement projects through expertise in water supply and municipal systems
- Prepare billing, payment, and collection strategy and its implementation
- Analyze billing and payment data to identify trends, patterns, and areas for focus and improvement
- Develop and implement strategies for managing customer accounts and resolving payment issues
- Perform complex related analyses including but not limited to payments, aged receivable, and collections activities
- Oversee specific aspects of internal capability development and delivery, including definition of the capability roadmap and customer experience, development of the business case, capability specifications and prototyping, documentation of business requirements alongside business partners
- Prepare revenue metering strategy
- Prepare customer interface strategy
- Power BI system development and implementation
- Coordinate the development and implementation of new CC&B solution
- Oversee ensuring the compatibility and effectiveness of CC&B and other software solutions of the company
- Apply project management tools and techniques to manage team project deliverables and budget requirements
- Manage development of business requirements, support solution design for CC&B and interconnected systems and support business process changes to align with system functionality
- Oversee CIS software support strategy (CC&B)
- Oversee execution of testing strategies and plans to ensure proper operation of system design and implementation across CC&B and interfaced systems; regularly audit user compliance and access
- Support the Finance Director for the preparation and maintenance of records of revenue notices and receipt vouchers and the payables management
- Prepare the company's annual budget
- Water Comity of Armenia
Cash Collection Manager
SAUR ICC
11.2015 - 05.2016
- Company Overview: NATIONAL WATER COMPANY (NWC), KSA
- Organize the collection process
- Supervise the collection activities in the Makkah and Taif City Business Unit (Functional management)
- Supervise the disconnection activities in the Makkah and Taif City Business Unit (Functional management)
- Preparing and implementing pilot projects for commercial processes
- Commercial data reporting for various analysis
- Prepare daily, monthly, and quarterly reports
- NATIONAL WATER COMPANY (NWC), KSA
Deputy Commercial Director
SAUR
01.2005 - 06.2006
- Company Overview: Water Comity of Armenia
- Coordination of daily activity of the Commercial department
- Organize billing and collection process
- Preparation of business plans, reports, admissions, and reviews
- Reorganization of cash collection activities through validation of customer database, segregation of customers, initiating and sustaining long-term value customer relationships allowing secure and regular settlement of current invoices as well as confirmed arrears
- Review and modify existing billing, payments, collections and meter data policies
- Review and modify existing billing, payments, collections and meter data policies and procedures to ensure alignment with best-in-class standards
- Water Comity of Armenia
CC&B Administrator, Head of Commercial Department
Armenian Water and Sewer Company ( SJSC)
10.2002 - 12.2004
- Company Overview: Water Comity of Armenia
- Coordination of daily activity of the Commercial department
- Organize billing process and daily data update in CC&B
- Preparation of daily, monthly, and annual reports
- Coordination of water meter reading process
- Permanent control of water meters, big customers
- Providing monthly invoices to all customers
- Water Comity of Armenia
CC&B Administrator
Armenian Water and Sewer Company ( SJSC)
01.2000 - 10.2002
- Company Overview: Water Comity of Armenia
- Coordination of CC&B development and implementation
- Organize customers data entry process
- CC&B training for commercial employees
- Preparation of daily, monthly, and annual reports
- Water Comity of Armenia
Local Database and Network Administrator
Electric Network of Armenia
01.1998 - 10.2000
- Company Overview: Ministry of Energy
- Coordination of meters data entry process
- Organize invoicing process
- Coordination of data transfer to HO
- Preparation of daily, monthly, and annual reports
- Ministry of Energy
Education
Dipl. - Economist, Bachelor of Engineering, Faculty of Finance and Credit
01.1996
Diploma in Economics, A/ No. 022776
Skills
- Proactive cross-sector customer service management
- Creative and flexible
- Relationship building
- Influencing internally
- Problem analysis
- Setting priorities
- Finding solutions
- Multilanguage environment experience
- Multicultural environment experience
- Teamwork management
- Result oriented
- Capacity assessment
- Risk assessment
- Risk mitigation
- Market research
- Market analysis
- Company budget preparation
- Billing management
- Collection management
- Computer Literacy
- MS Office
- MS Project
- PowerPoint
- MindManager
- SQL
- Power BI
- Data analysis
- Data presentation
- Communication
- Problem solving
- Product knowledge
- Time management
- Team building
Certification
- 2011, Annual Customer Service Management Seminar, SAUR, Paris, France
- 2010, ADB Seminar on Water Meter and Billing process, Asian Development Bank, Yerevan, Armenia
- 2009, Management of Water Resources, SAUR, Las Palmas, Spain
- 2008, Annual Customer Service Management Seminar, SAUR, La Roche, France
- 2007, Annual Billing and Collection Management Workshop, SAUR, Versailles, France
- 2007, Water Management Seminar, World Bank, Herceg Novi, Montenegro
- 2006, Annual Customer Service Management Seminar, SAUR, Vann, France
- 2005, Annual Customer Service Management Seminar, SAUR, Paris, France
- 2005, Billing Solution (CC&B) Seminar, USAID, Yerevan, Armenia
- 01/01/25
Certifier
Vahagn Manandyan
Contacts
+1 747 767 0299, +37455557888, vmanandyan@gmail.com
Personal Information
Nationality: Armenian
Certification Statement
Hereby, I certify that to the best of my knowledge and belief, these data correctly describe me, my qualifications and my experience.
Timeline
Customer Service Expert - (MOMC consulting)
11.2023 - 01.2024
Freelance - Decano Analytical Laboratories, Monamie Logistics Inc
02.2023 - Current
Customer Services Director (MOMC) (IWP) - IPW Project Company of JV of SAUR SA, MIAHONA and MANILA WATER Companies
04.2021 - 11.2023
Commercial expert - GRAND FOOD CORPORATION
05.2018 - 09.2018
Regional Commercial Director - VEOLIA
01.2017 - 04.2021
Cash Collection Manager - SAUR ICC
11.2015 - 05.2016
Customer Service Director - SAUR
06.2006 - 12.2016
Deputy Commercial Director - SAUR
01.2005 - 06.2006
CC&B Administrator, Head of Commercial Department - Armenian Water and Sewer Company ( SJSC)
10.2002 - 12.2004
CC&B Administrator - Armenian Water and Sewer Company ( SJSC)
01.2000 - 10.2002
Local Database and Network Administrator - Electric Network of Armenia
01.1998 - 10.2000
Armenian State University of Economics - Dipl., Economist, Bachelor of Engineering, Faculty of Finance and Credit
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