LAKSHYAH TERESA DANABALAN

• Analyzed and evaluated end-to-end customer experience across multiple channels and customer touchpoints.
• Identified pain points and implemented improvements resulting in a 25% decrease in average resolution time and a 35% reduction in backlog volume.
• Handled manager escalation to resolve service complaints.
• Reviewed hacked Business Accounts, initiated account recovery and restoration of ownership.
• Processed refund requests for disputes and accidental transactions.
• Trained and mentored junior customer services representatives to promote product knowledge.

• First contact point in handling data, product (Advertising solutions) and technical related issue including troubleshooting (Meta Pixel).
• Performed KYC verification and due diligence in compliance with Meta platform policies.
• Measured the effectiveness of social media campaigns (ROI) for Meta clients. (AU, NZ & Global Markets).
• Cross selling additional Ad services to enhance Campaign Performance.
• Analyzed and report Ad platform malfunctions (for example, by testing different scenarios or impersonating users).
• Worked flexible hours across night, weekend, and holiday shifts.

• Reviewed billing data quality, recommend solutions and escalated data issues if required.
• Ensured new/changed/decommissioned services are correctly reflected on invoice.
• Generated financial reporting data reports to help management with making key decisions.

Internal Position: Billing Lead, WorleyParsons Contract

• Successfully transitioned billing process for WorleyParsons contract with BT.
• Prepared Project and Program Management (PPM) document in relevance to Billing Management for the review of WorleyParsons.
• Liaised with Implementation Lead from WorleyParsons on issues / processes relevant to Billing management in BT.
• Ensured billing outputs complies with WorleyParsons requests and respond to billing queries on a timely manner.

Internal Position: Billing Associate, DHL Contract

• Responsible for billing and invoicing associated with Contract Delivery Business Services for DHL contract with BT
• Analyzed and interpreted financial statistics and other data, followed by producing relevant month-end financial reports.
• Managed relationships with stakeholders, including finance, business units, IT delivery teams and IT service providers
• Attended to customer enquiries to resolve commercial disputes and deliver excellent customer service in a timely manner.
  Achievement: Successfully billed the backlog of service requests since 2013 for ANZ region and played the major role in getting billing process automated.

• Business operations support for Bell Potter Securities Limited Australia.
• Performed Securities trading settlements, cash management monitoring and client account updates.
• Reduced errors in data entry by implementing quality control measures, leading to an improvement in accuracy rates.
• Developed strong relationships with clients through excellent interpersonal skills and consistent followups.

• Established promotional marketing plan to create awareness for 10th RCOG International Scientific Congress, 2012.
• Employed social media platforms effectively to promote upcoming events, reaching a wider audience base.
• Monitored conference registration data and produce weekly
  statistics report for client’s review.

• Direct administration of conference registrations data, payment status dissemination of promotional materials (e-brochures), and responses to inquiries.
• Arranged accommodation bookings, land travel and ground tours for attendees.
• Facilitated smooth transitions between event segments by creating detailed schedules and providing clear communication to staff and participants.
• Oversaw volunteer recruitment and training efforts, building a dedicated team of individuals committed to supporting successful events.
• On-site operation and management support for international Meetings, Incentives, Conference, and Exhibitions.