Melanie Egan Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

Fintech company redefining business to business payments for the travel industry. We create awesome payment solutions that benefit our customers, their customers and us. Number 1 in international virtual card travel payments, 8 out of the top 10 online travel agencies are our customers. Our secure eNett Virtual Account Numbers (VANs) allow travel agencies to generate unique Mastercard numbers to pay suppliers from within their booking flow. My role is fundamental within the finance team, I am responsible for day-to-day banking and client funds movement processes, working closely with senior stakeholders and other internal and external counter-parties to ensure all funding processes are performed successfully and fully reconciled across all of eNett's products. Responsibilities:• Monitoring and allocating unmatched deposits• Treatment of unclaimed funds or negative balances• Manual adjustments regarding timing differences on funds transfer• Manual adjustments whereby automated bank feeds are yet to be delivered• Processing customer redemption of funds requests• Daily monitoring of client's deposits and balances; working alongside customer service in managing any customer ongoing funding issues or discrepancies• Provide effective communication and representation of the eNett Value Proposition to community members• Providing feedback and training to operational teams and customers in order to ensure understanding and compliance with eNett requirements.• Completing payment processing requests while strictly adhering to compliance, aml and internal regulation• Performing internal reconciliation and providing support to clients for their own reconciling procedures• Working customer support Level 2 tickets related to any client funding and banking tasks• Work alongside with the banking officer on banking related tasks: EFT, Credit Card file processing, Multibank transactions

Transurban Group

As a recognized expert in written communication, I was seconded to this role in the Channel & Delivery Team to assist Transurbans new National Brand project. My primary responsibility was to create new Template Design Specification (TDS) documents to describe the complex design requirements for all outbound printed customer communications under the new brand. Working closely with Marketing, Customer Operations & Technology teams, I was able to succinctly yet comprehensively explain the multifaceted design requirements for the many different types of outbound printed communications. The specifications included a great deal of conditional logic and references to technical data files for which I was required to research and interpret complex technical data files. In addition to this primary role, I also assisted the Channel & Delivery team as a Subject Matter Expert in Banking and Customer payment solutions; monitoring transactional trends and providing detailed reports and data analysis on customer payment trends for the purposes of developing strategies to transition volumes to more cost-effective channels

My role as Billing Analyst enabled me to showcase my exceptional analytical and communication skills to improve operational efficiencies whilst continuing to provide a seamless billing and payment experience for CityLink customers. Responsibilities/Achievements:• Designed and implemented new reconciliation/payment processing procedures for newly introduced tolling products.• Designed and implemented new workarounds/fixes to aid in reconciliation tasks and payment processing tasks.• Provided regular reports on inadequate control processes over financial transactions from each point of sale outlet.• Provided direction and training to other staff within the Billing Management Team.• Regularly reviewed current operational procedures and processes and assisted in the design and implementation of improvements/initiatives to reduce revenue leakage or maximize revenue capture.• Performed data extraction using SQL/ MS Access for regular and ad-hoc reports along with analysis of billing and customer payment processes to identify trends, patterns and opportunities to increase revenue and reduce revenue leakage or costs.• Analysed and prepared CityLink’s quarterly price increases using a variety of different tools and architectures.• Maintained data quality and integrity, resolving sensitive and escalated customer billing and payment issues.• Engaged with internal and external stakeholders on a daily basis regarding project issues or enquiries from other business areas.• Took end to end ownership of issues and provided meaningful reports to non-technical personnel.• Gathered information and prepared daily and monthly management reports with analysis and commentary on revenue, invoicing volumes, payment channel performance and act as SME for projects.• Perform gap analysis to improve system performance.

As Transurban Groups’ Billing Reconciliations Expert, I was responsible for the detailed daily and monthly reconciliation of all toll revenue receipts to the Transurban Bank Account as well as other business critical tasks designed to provide a seamless billing and payment experience for CityLink customers. Responsibilities/Achievements:• Performed detailed daily and monthly reconciliation of all toll revenue receipts (averaging $4M daily) from 12 payment channels and kept overall variances to less than 0.0001%.• Calculated the daily disbursement of funds between the Transurban/Citylink bank accounts and provided reports for the Finance team• Investigated and resolved all instances of missing or unconfirmed payments, errors, failures and discrepancies. This included successfully communicating with external customers to resolve their payment disputes and achieve a positive result for the business and the customer;• Performed the daily download/upload of banking and system files for various offline payment methods.• Performed regular reconciliations of Foreign Toll Operator receipts.

In my role in the Credit Management department at Transurban I was responsible for the resolution of complex credit issues escalated from Call Centers and Customer Service along with a variety of other related credit functions.Responsibilities/Achievements:• Resolved escalated and complex customer credit issues.• Liaised with customers in following up outstanding debts.• Made decisions regarding extended account payments.• Managed extended payment arrangements for customers with hardship cases.• Managed commercial electronic invoice customers.• Investigated customer payment disputes within target time frames.• Ran the Call Action List daily and distributed work to other Credit Officers within the Credit Management Team.• Trained new Credit Officers.• Maintained Days Sales Outstanding figures and aged debt percentages below the target percentage.• Liaised with internal stakeholders regarding Credit Management and Account Management issues.• Performed reconciliations on customer account payments.• Managed insolvency and legal matters.