Summary
Overview
Work History
Education
Skills
Affiliations
Websites
Vijay Rajah
Tamothiran Ppillai
Ms. JESSLYN
Certification
Timeline
Generic

Alfred Michael Hendricks

Cyberjaya, Selangor

Summary

Dynamic Billing Supervisor with extensive experience in billing operations, KPI monitoring, compliance auditing, and process improvement. Skilled in leading and developing teams, resolving complex billing issues, and ensuring high standards of accuracy and efficiency. Adept at preparing reports and documentation for management, supporting sales functions, and maintaining strong customer relationships. Recognized for problem-solving, attention to detail, and driving performance that enhances both operational outcomes and customer satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Billing Supervisor

WKJ Consultancy PLT (ZOOM Communications)
Cyberjaya, Selangor
06.2024 - Current
  • Lead and manage a specialized Tier 1 billing team of 6 agents, overseeing complex backend billing cases escalated from TaskUs front-line support (260+ global agents).
  • Refund approvals up to USD $5,000.00 threshold per-case.
  • Monitor weekly and monthly KPI performance; conduct 1:1 reviews and targeted coaching to improve QA compliance and customer satisfaction.
  • Facilitate weekly Round Table sessions to resolve complex billing scenarios, improving team knowledge sharing and resolution quality.
  • Approve supervisor-level billing actions (lead approvals, high-tier refunds, escalations), ensuring compliance with policy and financial accuracy.
  • Manage priority ServiceNow tickets, coordinating with agents to meet SLA deadlines.
  • Collaborate cross-functionally with Finance, Sales, and Engineering to streamline workflows and resolve systemic billing issues.
  • Systems: ServiceNow, Zuora, Salesforce, JIRA, Oracle | Payments: Stripe, PayPal, Adyen.

Tier 1 Billing Lead

WKJ Consultancy PLT (ZOOM Communications)
Cyberjaya, Selangor
10.2021 - 05.2024
  • Oversaw performance of a 260-member outsourced TaskUs billing workforce, including team leads, SMEs, and QA staff.
  • Delivered quarterly assessments for TLs and QA, and led after-hours live chat training sessions to improve efficiency and accuracy.
  • Assigned SLA tickets and escalations to maintain compliance, directly handling high-priority cases on weekends and after hours.
  • Coordinated with Operations Managers to monitor productivity, resolve process gaps, and escalate technical issues via JIRA (Atlassian).
  • Investigated complex billing discrepancies (e.g., PayPal tax errors on webinars), collaborating with Engineering for backend fixes.
  • Supported renewal/safe teams with customer escalations, including direct customer calls and video sessions.
  • Facilitated PCI compliance by reviewing, escalating, and securing deletion of sensitive tickets.
  • Key Contribution: Helped transition billing operations from Zendesk to Salesforce in late 2024.

Billing Team Leader

WKJ Consultancy PLT (ZOOM Communications)
Cyberjaya, Selangor
11.2020 - 09.2021
  • Supervised 8 Tier 1 billing agents mix of Malaysian and Philippines agent, monitoring KPIs and SLAs to ensure timely and accurate invoice processing.
  • Handled escalated collections and reconciliations, collaborating with Finance to resolve discrepancies.
  • Approved refunds up to USD $2,500 (credit card, PayPal, wire transfer, CBA, pro-rated adjustments) and escalated higher-value cases through Oracle ERP.
  • Guided agents in creating JIRA tickets for Engineering when technical intervention was required.
  • Specialized in resolving provisioning, pricing, purchase order, and taxation errors.

Billing Specialist

WKJ Consultancy PLT (ZOOM Communications)
Cyberjaya, Selangor
12.2019 - 11.2020
  • Resolved an average of 40 billing cases per day, covering refunds, cancellations, tax exemptions, invoice clarifications, and payment processing.
  • Provided frontline support during APAC hours via inbound calls, tickets, and live chat.
  • Processed account updates, license changes, consolidations, and custom pro forma invoice requests.
  • Investigated payment discrepancies using CyberSource and Zuora; ensured accuracy across multiple payment platforms.
  • Assisted with Zoom Phone billing cases such as overage disputes.
  • Systems: Zendesk, Zuora, CyberSource, Five9

Tier 1 Process Associate

IGT Solutions Pvt Ltd (Traveloka)
Brickfields, Kuala Lumpur
02.2019 - 11.2019
  • Assisted customers with inquiries, complaints, and service issues across calls, emails, live chat, and social media (Facebook, Twitter).
  • Handled booking inquiries, including flight, hotel, and attraction confirmations, cancellations, and alternative hotel suggestions.
  • Processed payments, returns, and reservation adjustments while ensuring compliance with hotel and airline policies.
  • Resolved customer issues by clarifying concerns, identifying causes, and providing effective solutions or escalation when required.
  • Consistently maintained performance KPIs: average call handling time of 5 minutes and live chat first-response time within 7 seconds.
  • Systems used: Salesforce & Zoiper Call System

Sales and Marketing Executive

Acappella Suite Hotel
Shah Alam, Selangor
05.2018 - 12.2018
  • Promoted services and products (mainly hall rental and pitching events) to clients, prepared quotations, and negotiated contracts to maximize profitability.
  • Customized proposals to align with clients’ budgets and requirements, ensuring solutions met business needs.
  • Conducted regular sales visits, product demonstrations, and presentations to prospective clients.
  • Built and established new corporate business relationships to expand the company’s client base.
  • Consistently worked toward achieving and exceeding monthly and annual sales targets.
  • Tracked and followed up on quotation status, payments, and balance collections.
  • Reviewed and analyzed sales performance to identify areas for improvement.
  • Delivered attentive service to clients while adhering to company policies.

Sales and Marketing Associate

Acappella Suite Hotel
Shah Alam, Selangor
01.2017 - 04.2018
  • Greeted customers, responded to inquiries, and delivered excellent service to enhance client satisfaction and engagement with products and services.
  • Supported sales growth by promoting merchandise, cross-selling, and achieving established sales and service goals.
  • Maintained accurate and up-to-date administrative records, documentation, and reports to support smooth sales operations.
  • Updated function lists and event schedules promptly to ensure accurate revenue tracking and smooth event coordination.
  • Assisted walk-in clients in the absence of Sales Executives, ensuring uninterrupted service and a positive client experience.
  • Prepared sales reports, meeting materials, and documentation for Sales and Head of Department (HoD) meetings.
  • Coordinated with internal teams to ensure timely follow-up on client requests, quotations, and payments.
  • Contributed to team efficiency by handling clerical tasks, scheduling, and maintaining organized filing systems.

Education

Bachelor - Hospitality And Tourism Management

Management & Science University
Shah Alam, Selangor
07-2017

Diploma - Hospitality And Tourism Management

Advance Management & Technology Centre (PTPL)
Kota Kinabalu, Sabah
02-2014

Skills

  • Billing management
  • KPI monitoring
  • Compliance auditing
  • Problem resolution
  • Process improvement
  • Customer relationship management
  • Administrative & documentation management
  • Presentation & product demonstration
  • Target achievement & performance tracking
  • Customer service excellence

Affiliations

  • Reading
  • Enjoy long walks
  • Scale model enthusiast

Websites

Vijay Rajah

  • Senior Billing SME and my mentor in Zoom

Tamothiran Ppillai

  • Previous Tier 2 Specialist and now Tier 1 Lead

Ms. JESSLYN

  • WKJ Consultancy (ZOOM Malaysia) Human Resources Manager

Certification

  • Developing Leadership Presence
  • Tips to Build a Positive Mindset
  • Tips to Build Your Social Muscle for Better Relationships at Work

Timeline

Billing Supervisor

WKJ Consultancy PLT (ZOOM Communications)
06.2024 - Current

Tier 1 Billing Lead

WKJ Consultancy PLT (ZOOM Communications)
10.2021 - 05.2024

Billing Team Leader

WKJ Consultancy PLT (ZOOM Communications)
11.2020 - 09.2021

Billing Specialist

WKJ Consultancy PLT (ZOOM Communications)
12.2019 - 11.2020

Tier 1 Process Associate

IGT Solutions Pvt Ltd (Traveloka)
02.2019 - 11.2019

Sales and Marketing Executive

Acappella Suite Hotel
05.2018 - 12.2018

Sales and Marketing Associate

Acappella Suite Hotel
01.2017 - 04.2018

Bachelor - Hospitality And Tourism Management

Management & Science University

Diploma - Hospitality And Tourism Management

Advance Management & Technology Centre (PTPL)

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Alfred Michael Hendricks