Toula Lais
Doncaster,VIC
Summary
Experienced professional with strong customer service and communication skills, seeking a position to leverage leadership and organizational abilities. Thrives in both independent and collaborative team environments. Seeking opportunities for personal and professional growth.
Overview
37
37
years of professional experience
Work History
Billing Analyst
Dop (Schepisi Communications)
04.2017 - Current
- Maintained strict confidentiality with all personal data as per company guidelines.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.
- Evaluated aging reports to identify members to be included in monthly outbound collection calls.
- Trained new team members on internal billing procedures, fostering a collaborative work environment for continuous improvement.
- Developed comprehensive reporting tools to analyze billing trends, identify potential issues, and recommend corrective actions.
Senior Customer Onboarding and Delivery Specialist
TELSTRA CORPORATION
03.2010 - 03.2017
- Engaged corporate and government customers to introduce Telstra's self-serve online billing and reporting application, T Analyst.
- Conducted WebEx and onsite demonstrations to introduce T Analyst and other self service online products.
- Collaborated with customers and internal stakeholders, including Account Teams, to understand customer needs and ensure a seamless transition to a self-serve reporting application.
- Analyzed customer data and created tailored reports to suit business requirements, including expense allocation.
- Delivered final comprehensive training sessions to customers and their teams, ensuring proficient use of the self-serve reporting application post data integration.
Project Management Implementer
TELSTRA CORPORATION
08.2006 - 03.2010
- Coordinated cross-functional teams to ensure smooth execution of complex projects from inception to completion.
- Facilitated meetings between all stakeholders to establish clear expectations and maintain alignment throughout the duration of the project.
- Established strong relationships with clients by maintaining open lines of communication and providing regular updates on project progress.
- Developed detailed project plans to outline scope, goals, deliverables, and timelines, ensuring successful outcomes.
- Improved overall team performance by providing guidance, training, and support to junior staff members.
Customer Service Representative
TELSTRA CORPORATION
01.1996 - 08.2006
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
PA to the Managing Director
AUSTRALIAN FOOD MARKETING PTY LTD
04.1989 - 08.1995
- Managed day-to-day office operations ensuring a professional and efficient working environment for the Managing Director and the team.
- Supported the Managing Director in decision-making processes by researching topics and providing relevant information.
- Developed strong relationships with clients by providing exceptional customer service during phone calls, emails, or face-to-face interactions.
Secretary / Receptionist
FOCAL COMMUNICATIONS PTY LTD
02.1988 - 04.1989
- Answered multi-line phone system and enthusiastically greeted callers.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
Victorian Certificate Education -
Richmond Secondary College
Diploma of Project Management -
Swinburne
Business Administration Certificate -
Box Hill TAFE
Skills
- Strong organizational skills
- Self-motivation and discipline
- Professionalism and punctuality
- Patience and tolerance
- Approachable and dedicated
- Customer Service
- Active listening
- Critical thinking
- Analytical thinker
- Problem solving
- Attention to detail
- Multitasking
- Calm under pressure
- Teamwork and collaboration
- Friendly, positive attitude
Timeline
Billing Analyst
Dop (Schepisi Communications)
04.2017 - Current
Senior Customer Onboarding and Delivery Specialist
TELSTRA CORPORATION
03.2010 - 03.2017
Project Management Implementer
TELSTRA CORPORATION
08.2006 - 03.2010
Customer Service Representative
TELSTRA CORPORATION
01.1996 - 08.2006
PA to the Managing Director
AUSTRALIAN FOOD MARKETING PTY LTD
04.1989 - 08.1995
Secretary / Receptionist
FOCAL COMMUNICATIONS PTY LTD
02.1988 - 04.1989
Victorian Certificate Education -
Richmond Secondary College
Diploma of Project Management -
Swinburne
Business Administration Certificate -
Box Hill TAFE
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