Bec Lee Email & Phone Number

Melbourne, Vic, Au

Australia

ResponsibilitiesAs Senior Operations Manager, ANZ I am responsible for the operational performance of the Australasian Teladoc Health business. I drive strategic input into all operational aspects of our fast-growing ANZ business and ensure the execution of outstanding operational results.I lead internal and external clinical and operational teams to deliver outstanding clinical service in a commercially oriented environment.Achievements•Delivery of new Operating Systems, enabling the business to scale and increase member and client satisfaction.•Updated operations and clinical quality framework.•Led the business through a period of unprecedented change with no attrition of staff and an increase in both Net Promoter Score and Staff Engagement.

Australia

ResponsibilitiesManaging a high performing team, building a culture focused on driving operational excellence and through discipline and continual improvement of the end-to-end customer service delivery across APJ, including sales through service, call management, engineer dispatching, records management and invoicing.Achievements•Introduction of core operational excellence methodology including development of individual KPIs with a dedicated focus on the customer experience, daily stand-ups and a quality framework.•Implemented system enhancements (including SAP, Alliance & Salesforce) resulting in 5-10% reduction of manual effort and improved visibility of business metrics and performance.•Enhancements to processes & procedures resulting an improved customer experience as measured by a 2% increase in Customer Advocacy Scores and meeting all Q3 revenue targets.•Developed, implemented, and maintained training plans to enable cross and upskilling of Field Service Engineers and Operations teams.

Melbourne, Australia

ResponsibilitiesI led a team of analysts proving data, insights, and support to stakeholders across APAC and Mumbai. Delivering efficiencies and improving customer outcomes and accurately forecasting resources for up to 100 administration teams across Australia and Mumbai within narrow variance tolerances. Achievements•Automation of core-system data into workforce management software, resulting in increased accuracy of information and reduction of manual effort and improved reporting.•Represented all business units implementing Voluntary Code of Practice changes for 17 of our major funds, including system enhancements and reporting changes to meet legislative requirements.•Implemented new performance measures with increased focus on outcome efficiencies and throughput.•Assisted delivery of large transformation project to deliver a Pegasystems Insurance Management work system.•Identification and delivery of improvements to processes and procedures resulting in FTE efficiencies.

Australia

Responsibilities:Providing analytical and tactical communications and change support for business processes, systems and technology changes during the implementation of an organisational wide updated complaints handling framework.• Managing stakeholder relationships to influence outcomes and progress project initiatives.• Preparing and communicating analysis and strategic recommendations to working groups.• Documenting and communicating at all levels of the business to ensure cut through to end users.

Responsibilities:Representing the back office and customer facing teams within the organisation during the delivery and implementation of a business-wide SAP Customer Relationship Management system.• Scoping expected workloads before, during and after implementation to guarantee sufficient headcount to manage all work queues.• Mapping out manual workarounds to ensure a seamless customer experience.• Managing communications to relevant team members and impacted areas during staggered national project roll-out.• Managing compliance incidents, including liaising with external regulatory bodies, presenting to Executive Steering Committees and Working groups, remediation of issue, and written communications to both staff and members.Achievements:• All relevant service levels achieved during project implementation.• Maintained high staff engagement during the implementation and national roll-out of a new CRM system.

Responsibilities:Managing a Team of 5 Content writers to develop and maintain a knowledge management database for all customer and non-customer facing frontline staff within the organisation, and the Call Quality Team who monitor customer calls and provide staff feedback against a pre-determined list of requirements.• Planning and project managing technology and service improvements.• Serving as a customer advocate in meetings and projects relating to the customer experience.• Maintaining all frontline business processes to ensure adherence to compliance and legislative requirements and a low effort interaction from our customers. Achievements:• Introduced technical efficiencies that resulted in improved staff searching functionality within the business wide knowledge management database.• 2013 winner of Medibank’s group-wide employee recognition program – Shine – recognising individuals who have made an outstanding contribution to Medibank. Winner for category ‘Customer Champion’.• Developed and implemented a Call Quality framework targeted at measuring the customer experience, which saw a reduction in customer effort and an improvement in net promotor score.

Responsibilities:Line management of 150 Customer Service Operators and Team Leaders.• Responsible for achievement of Grade of Service across all inbound queues.• Managing recruitment for Contact Centre Staff.• Co-ordination of incentive schemes and remuneration reviews for frontline staff and leaders.• Periodically contacting a sample of promotors and detractors from post contact surveys to obtain insights into the customer experience, and using the information to improve operational processes and policies. Achievements:• Integrated the Customer Action Team into the Contact Centre, which resulted in increased operational effectiveness and FTE efficiencies.• Involved in the implementation of Virtual Hold Technology, which reduced abandonment rates and increased Grade of Service.• Introduced a Reward and Recognition scheme which saw a tangible improvement in Contact Centre staff engagement and retention.

Responsibilities:Managing a team of 15-17 Customer Service Operators.• Real-time queue management to ensure appropriate resourcing to answer calls within Grade of Service. Achievements:• 100% of staff achieved all targets and stretch targets for a six month period.• Professionally developed a number of Customer Service staff, allowing them to take on roles of greater responsibility within the organisation.

Responsibilities:Answer customer and prospect enquiries related to Private Health Insurance.Achievements:• Achieved all stretch targets for a 12 month period which led to promotion to Acting Team Leader role.

Responsibilities:Teaching English as a second language to Japanese primary and secondary students.

Bachelor Of Applied Science (Photography)

Diploma Of Management

Certificate Iv, Forensic Science