Summary
Overview
Work History
Skills
System/Experience/Qualifications
Work Availability
Work Preference
Timeline
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Sandie Tau

Billing Specialist
Sydney,NSW

Summary

I am a dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication.

I set an example for work ethic, punctuality and quality. A people-oriented team leader successful in monitoring performance, delegating work and motivating members.

I am proficient in managing daily direction and team communication.

A collaborative and resourceful professional, I offer excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills. Capable of managing projects and collaborating effectively with teams.

I am known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.

I am ready to contribute to a dynamic team and make a positive impact.

Overview

16
16
years of professional experience

Work History

Carriage Billing Team Leader

Optus Telecommunications
Macquarie Park, NSW
02.2008 - 06.2024
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Coordinated and monitored daily operations, ensuring team adherence to company policies and procedures.
  • Coordinated team activities and delegated tasks to ensure efficient completion of tasks.
  • Delegated daily tasks to team members to optimise group productivity.
  • Assigned projects and distributed tasks to team members as per area of expertise.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Facilitated weekly team meetings to discuss targets, strategies, and address issues.
  • Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
  • Created training materials and conducted group trainings on new processes or procedures.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Analysed data from various sources to identify areas of improvement in the department's operations.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Maintained open lines of communication with senior management, reporting team progress and challenges.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Established clear expectations for employees, providing guidance when needed.
  • Established clear team goals aligned with company objectives, tracking progress regularly.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Motivated team members through recognition programs and performance-based incentives.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Fostered a culture of continuous improvement, encouraging innovation and efficiency.
  • Maintained positive working relationship with fellow staff and management.
  • Implemented strategic plans to enhance team performance and productivity.
  • Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Oversaw training and development programs to enhance team skills and knowledge.
  • Allocated resources effectively to ensure project completion within deadlines and budget.
  • Monitored team workload to prevent burnout and ensure equitable task distribution.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Ensured compliance with legal and regulatory requirements in all team activities.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Championed the adoption of new technologies to improve team productivity and service delivery.
  • Implemented strategies to take advantage of new opportunities.
  • Identified needs of customers promptly and efficiently.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Audited company's legal documents to verify compliant policies and procedures.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.

Skills

  • Leadership
  • Team Management
  • Team Supervision
  • Team building
  • People Management
  • Meeting facilitation
  • Leading Team Meetings
  • Teamwork and Collaboration
  • Training & Development
  • Goal Setting
  • Coaching and Mentoring
  • Relationship Building
  • Onboarding and Orientation
  • Documentation And Reporting
  • Key Performance Indicators
  • Service Level Agreements
  • Performance Evaluations
  • Evaluating Employee Work
  • Performance Improvement
  • Giving Constructive Feedback
  • Quality Improvement
  • Conflict Resolution
  • Work Planning and Prioritisation
  • Task Prioritisation
  • Organisational
  • Critical Thinking
  • Overseeing Daily Activities
  • Time Management
  • Multitasking
  • Strong Verbal Communication
  • Project Planning
  • Analytical Thinking
  • Attention to Detail
  • Documentation And Reporting
  • Issue Resolution
  • Problem-Solving
  • Complex Problem-Solving
  • Complaint resolution
  • Account Management
  • Customer Service
  • Software Proficiency
  • Microsoft product suite
  • Flexible Schedule
  • Self-Directed
  • Active Listening
  • Interpersonal Communication
  • Flexible and Adaptable
  • Cultural Awareness
  • Friendly, Positive Attitude

System/Experience/Qualifications

  • Jarvis (Enterprise, Key, Corporate and Government customer billing)
  • Single.View Billing Platform (Enterprise, Key, Corporate and Government customer billing)
  • Helix/Netcracker Provisioning system (Enterprise, Key, Corporate and Government customers)
  • Application Lifecycle Management
  • JIRA software
  • Microsoft Teams
  • Sharepoint
  • Microsoft Office (Immediate Excel, Word Document, Powerpoint)
  • Service Now
  • SAP
  • Configure Price Quote in Salesforce
  • Business Analyst Foundations Course
  • XERO Accounting
  • RSG and RSA Certification

Transition Activities - Billing and Provisioning Platforms

  • Single.View to Jarvis
  • BORIS to Helix/Netcracker
  • UECOMM SAP to JARVIS (Billing and product transition)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart TimeContract Work

Location Preference

On-SiteRemoteHybrid

Important To Me

Work-life balanceCompany CultureFlexible work hoursWork from home optionPersonal development programs

Timeline

Carriage Billing Team Leader

Optus Telecommunications
02.2008 - 06.2024

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Sandie TauBilling Specialist