Melissa Payne
Keilor,Vic
Summary
With over a decade in the Energy industry, experienced in billing systems and maintaining stakeholder relationships, excel in transforming customer service standards and driving excellence. With a proven track record in enhancing billing accuracy and stakeholder satisfaction, my expertise lies in strategic problem-solving and effective team leadership, ensuring seamless process improvements and overall growth.
Overview
10
10
years of professional experience
Work History
Solar Billing Specialist
Origin Energy
02.2024 - Current
- Ownership of the solar non energy billing process end to end
- Regular reporting on billing performance and financial risk to senior stakeholders
- Working with internal stakeholders to receive feedback and reduce overall Solar complaints
- Managing daily exceptions and creating or modifying existing processes to reduce the number of exceptions
- Daily reconciliation to reduce unbilled numbers
Customer Sales Manager
Origin Energy
10.2021 - Current
- Provide leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Effectively lead a team to encourage a culture of a customer centric vision and deliver on exceptional customer experience.
- Strong stakeholder management skills with both internal and external customers across multiple business units
- Strong ability to identify areas of improvement within the team and implement coaching strategies to address them, focusing on the best overall outcome for the customers and the business.
- Work collaboratively with the contact centre leadership team, to achieve goals and ensure continuous improvement
- Construct an engaging environment and effectively adapt and lead teams through change
New Connections Team Lead
Origin Energy
01.2019 - 08.2021
- Mentoring and coaching a team of 10-15 direct reports
- Managing stakeholder relationships between internal and external departments
- Led cross functional teams to ensure productivity and execution of processes were delivered in a timely manner
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Small Business Specialist
Origin Energy
06.2015 - 06.2019
- Providing on phone customer service to both existing and new customer portfolios
- Identified potential acquisition targets, while maintaining existing business portfolios.
- Collected, arranged, and input information into database system.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Dispute resolutions
- Maintaining Stakeholder relationships in other areas of Origin to provide a seamless customer experience.
Business Account Manager
Origin Energy
02.2014 - 06.2015
- Managed a diverse portfolio of customer accounts, ensuring timely delivery of services and maintaining high levels of customer satisfaction.
- Built relationships with customers and community to establish long-term business growth.
- Facilitated regular client meetings to review progress updates and address any concerns or inquiries proactively.
- Provided exceptional customer service, consistently exceeding client expectations and fostering long-term partnerships.
- Built strong relationships with clients through proactive communication and expert problem resolution.
- Contributed to company growth by identifying new business opportunities and expanding existing accounts.
Education
High School Diploma -
Overnewton Anglican Community College
Keilor, VIC10.2008
Skills
- Reliability
- Attention to Detail
- Rapport and relationship building
- Organizational Skills
- Excellent Communication
- Billing systems and software
- Invoice Processing
- Time Management
- Problem-Solving
- Multitasking Abilities
Timeline
Solar Billing Specialist
Origin Energy
02.2024 - Current
Customer Sales Manager
Origin Energy
10.2021 - Current
New Connections Team Lead
Origin Energy
01.2019 - 08.2021
Small Business Specialist
Origin Energy
06.2015 - 06.2019
Business Account Manager
Origin Energy
02.2014 - 06.2015
High School Diploma -
Overnewton Anglican Community College
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