Summary
Overview
Work History
Skills
Timeline
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Alicia Pattison

Stockleigh,QLD

Summary

Dynamic Billing Team Leader at Optus Pty LTD with a proven track record in enhancing team productivity and customer satisfaction. Skilled in conflict resolution and performance improvement, I empowered team members through targeted coaching, fostering a collaborative environment that reduced turnover and streamlined operations. Committed to continuous improvement and achieving shared goals. Mnaged over years the billing Production/disputes and enquiries and the billing change teams. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

19
19
years of professional experience

Work History

Billing Team Leader

Optus Pty LTD
08.2006 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
  • Implemented comprehensive reporting system to track team performance and identify areas for improvement.
  • Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
  • Streamlined internal processes, reducing project completion times and increasing overall efficiency.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
  • Devised and implemented processes and procedures to streamline operations.
  • Generated reports detailing findings and recommendations.
  • Gathered, organized and input information into digital database.

Skills

  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Team motivation
  • Complex Problem-solving
  • Analytical thinking
  • Quality improvement
  • Performance improvement
  • Goal setting
  • Conflict resolution
  • Process improvement
  • Staff education and training
  • Team building
  • Coaching
  • Client service
  • Issue resolution
  • Giving constructive feedback
  • Team Check-ins
  • Client communication
  • Deadline management
  • Staff training
  • Work planning
  • Overseeing daily activities

Timeline

Billing Team Leader

Optus Pty LTD
08.2006 - Current

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Alicia Pattison