Experience

Bilue

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Sales & Operations Associate

  • Dec 2021 - Present

  ⧪ Provide support to the sales and account management team. ⧪ Managing the administration side, preparing documentations (SOWs) for clients, invoicing, the documentation of processes for the team. ⧪ Metric updates with projects and people allocations, timesheet monitoring. ⧪ Updating the documentation of respective sales processes. ⧪ Supporting the Business Operations team in monthly revenue reporting, account payable and vendor management. ⧪ Collaborating with HR and playing an instrumental role in HR system migration project



Flip Australia

• Australia
• Telecommunications
• 1 - 100 Employee

• Customer Service Support Manager

  • Sep 2020 - Aug 2021

  ➧ Manage the day-to-day operations of your team to drive customer satisfaction whilst balancing the needs of the business and wellbeing of the team ➧ Be the point of contact for all escalations, whilst using this as a learning opportunity to empower team members. Provide assistance and direct correspondence within customer support tickets and phone calls ➧ Continually evolves operational processes that make support easy to work with ➧ Implement projects, improve processes, and work on best practices with the team.



Refinitiv

• Financial Services

• OMS Manager (previously Thomson Reuters)

  • Mar 2017 - Sep 2020

  During this period, I was involved and lead two different projects: * Leading a dedicated team to support the digital transformation project implementing a new business platform to both internal and external stakeholders in Asia Pacific region. * Project migration of back office support from Manila to Sydney team during company's merger During this period, I was involved and lead two different projects: * Leading a dedicated team to support the digital transformation project implementing a new business platform to both internal and external stakeholders in Asia Pacific region. * Project migration of back office support from Manila to Sydney team during company's merger



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• OMS Manager

  • Jan 2011 - Mar 2017

  Lead and manage a team of Order Management Specialists in owning the order life cycle for ASIA region. The team supports the following: ➤ Provide Pre-Sales internal support & guidance to Account Executives and Account Managers on contract negotiations. ➤ Assist Sales in addressing ongoing customer satisfaction inquiries related to contract, invoice and product issues ➤ Work with Sales and Collections to deconstruct and solve complex billing issues and assist in account reconciliations for customer billing investigations and disputes ➤ Process contracts and orders and ensure all documentation is in line with revenue and company policies. ➤ Responsible for daily/monthly audits/SOX of all Compliance reports ➤ Respond to process & policy questions and effectively communicate requirements to Sales ➤Work with Commercial, Compliance, and Legal on contract issues and provide suggestions and assistance for contract negotiation in order to ensure proper revenue recognition ➤ Share best practices with and provide cross training for peers, team members and outside business units, in order to enhance the quality and efficiency of support and contribute to the knowledge base ➤ Establish and maintain the relationship with broader account teams in all ASIA regions to align pipeline priorities with order processing objectives



Thomson Reuters India

• India
• IT Services and IT Consulting
• 100 - 200 Employee

• Order Fulfilment Specialist (Operations desk migration Sydney to Bangalore)

  • Jun 2010 - Dec 2010

  Instrumental in building Order fulfillment/Entitlement capability in Bangalore Support Centre. In this migration project, I was Asia representative to help in setting up, training and transitioning the new order fulfilment team in Bangalore, India. Instrumental in building Order fulfillment/Entitlement capability in Bangalore Support Centre. In this migration project, I was Asia representative to help in setting up, training and transitioning the new order fulfilment team in Bangalore, India.

• Order Fulfilment Specialist

  • Nov 2005 - Jun 2010

  ⧪ Responsible for the implementation of the order to billing process for various products /activities. ⧪ Accountable for adhering to SOX compliance controls and 3rd party guidelines. ⧪ Manage the order life cycle, order monitoring, permissioning and billing/credits/cancellations for new and renewal orders. ⧪ Obtain information required to process orders (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing account contacts). ⧪ Administer User ID's, passwords, etc. for online orders. ⧪ Implement release of billing for all services and charges. ⧪ Maintain accurate files for online trials, firm/gratis orders, client site billing and location details, and contact/user records on internal systems. ⧪ Manage internal queries relating to order status, billing, permissioning, and compliance issues. ⧪ Spot trends and make recommendations for enhancing systems and procedures.