Raman Prasad

Business Team, Billing Master · Wellington · Kraken retailer, business and residential

• Pick up billing, affordability and KMT cases that have already been through the normal path and are still open.
• Follow the account from first contact through charges, adjustments, readings and whatever closed it, or did not.
• Separate a one-off customer issue from a process or a system behaviour that will hit the next account the same way.
• Write the issue so product, support and technical teams can act on it. Include the account example, what we expected, and what Kraken actually did.
• Stay on it with developers and QA until the cause is fixed, not only until the customer is answered.
• Leave notes the next specialist can use. Big billing problems need the history, not a fresh guess.
• Domestic and business are different. Tone, facts and what "done" looks like. I keep those apart so the same fault does not get two answers.

Bachelor of Science, Computer Science and Data Science · conjoint, in progress

• Data analysis, databases, reporting, evidence-based decision making.
• Enough of a technical base to read a product change and an operational report, not only the customer email.