May Lee
69 Old Orchard Drive, Wantirna South
Summary
Result-oriented team leader with experience in invoicing, accounts receivable management, credit risk assessment, debt collection, project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing cost. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Effective at managing diverse team members to accomplish business goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Invoicing Team Leader
Chandler Macleod Group
11.2022 - Current
- Supervise and motivate a team of five invoicing officers to create a high performance culture, encouraging high productivity and efficiency amongst the team.
- Overseeing delivery of revenue generation for five unique brands within a shared services division with tight deadlines where each brand operates with individualised processes and software systems.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empower and mentor team members by delegating responsibilities according to individual strengths and areas of expertise.
- Manage team to ensure all daily, weekly and monthly deliverables are achieved as per service level agreements and contracted Client agreements.
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Ensure appropriate cross training/ skills are maintained for all crucial Client external systems – Service entry service agreements met for portals/ In-house systems.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Proactively driving efficiency and business process improvements in collaboration with internal and external key stakeholders to maintain service excellence.
- Devised and implemented processes and procedures to streamline operations.
- Resolve operational issues that have been escalated. Documentation, training and implementation of changes.
- Engage in testing of systems to ensure successful system roll outs.
- Contribute to business improvement projects, identifying improvement opportunities and initiate innovative solutions.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Senior Credit Officer
Chandler Macleod Group
05.2007 - 11.2022
- Manage boutique brands unique from corporate group to implement processes to align with group requirements. (Acquisitions of Vivir Healthcare and Ross Human Direction)
- Drove process improvements in credit operations through streamlining workflows, developing control documentations, automating tasks, and leveraging technology solutions.
- Manage the accounts receivable process for several business units, including collections and reconciliation of a ~$10 million debtors ledger.
- Created credit policies, processes and procedures to maintain compliance with banking regulations.
- Reduced delinquency debt with proactive account management, timely interventions, and tailored recovery solutions.
- Mitigated risk exposure with thorough due diligence procedures and vigilant monitoring of potential red flags in customer profiles.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Performed credit reviews on new and existing customers to assess financial conditions.
- Creation of new client set ups to ensure these adhere to strict risk controls and regulatory policies.
- Prepared and presented debtor reports and analytics to management, providing insight and recommendations to improve cash flow and reduce outstanding balances.
- Collaborate with external collection agency to develop processes to manage private patient accounts.
- Responded to customer inquiries and disputes regarding invoices, payments, and account balances, provided timely and accurate information, resolved issues in a professional and customer-focused manner.
- Collaborated with internal teams, including account managers to resolve customer issues and ensure a positive outcome.
- Assisted in implementations and delivery of ad-hoc projects as reported directly to National Credit & Invoice Services manager.
Complaints and Back of House Team Manager
Telstra
04.2004 - 11.2006
- Oversee a team of five consultants to cultivate a productive, efficient and high performance culture amongst team ensuring thorough and timely resolutions to customer issues.
- Evaluated team performance against established KPIs, identifying areas for improvement, and implementing targeted coaching plans.
- Ongoing education and training within the team to ensure that standards are adhered.
- Ensure complaints are managed in accordance to Telstra’s policies and procedures within service level agreements.
- Ensure escalations are managed by addressing and resolving complaints promptly and professionally.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Ensure achievement of excellent customer service within the team through regular monitoring and feedback sessions.
- Reduced the number of unresolved complaints by closely monitoring case progress and providing guidance on complex issues.
- Analyse and collate data to provide recommendations for improvement.
- Collaborated with cross-functional teams to address root causes of recurring complaints, leading to improved product quality and service delivery.
Team Manager
Telstra
07.2000 - 04.2004
- Monitoring of inbound traffic via calls/ emails to ensure team adhered to standards
- Ensure key performance targets on phone and online sales environment are met on a team and centre level.
- Implementation of Telstra’s policies (e.g. EEO, Privacy, OHS) within the team environment.
- Identify and explore revenue generation opportunities.
- Ensure achievement of excellent customer service within the team through regular monitoring and feedback sessions.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Established and maintained performance, quality and service standards for professional customer care.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
Various Customer Service Officer Roles
Telstra And Teletech
04.1999 - 06.2000
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Implementation of Telstra’s policies (e.g. EEO, Privacy, OHS) within the team environment.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Ensure achievement of excellent customer service through regular feedback sessions.
- Contributed to cultivating positive, productive team environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Established and maintained performance, quality and service standards for professional customer care.
Education
Bachelor of Business Systems -
Monash University
Clayton, VIC11.1998
Certificate IV in Business (Frontline Management) -
Swinburne Tafe
05.2004
Skills
- Relationship Management
- Data/ Process Analysis
- Document control
- Invoice tracking
- Process Analysis
- Audit Reporting
- Persuasive communication skills
- Team leadership
- Resource/ Invoice scheduling
- Excellent multitasker
- Quality Improvement
- Dispute Resolution
Timeline
Invoicing Team Leader
Chandler Macleod Group
11.2022 - Current
Senior Credit Officer
Chandler Macleod Group
05.2007 - 11.2022
Complaints and Back of House Team Manager
Telstra
04.2004 - 11.2006
Team Manager
Telstra
07.2000 - 04.2004
Various Customer Service Officer Roles
Telstra And Teletech
04.1999 - 06.2000
Bachelor of Business Systems -
Monash University
Certificate IV in Business (Frontline Management) -
Swinburne Tafe
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