Abigail Trevenna
Melbourne,VIC
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Over the past 2 years I have expanded by advanced knowledge into the UK space and UK payroll.
This means, I have to assist our lovely customers in understanding, pension, RTI filing, employee set ups, taxes, processing end of the tax year and helping our customers understand the function of the product inline with the UK legislation.
Overview
10
10
years of professional experience
Work History
CX Customer Experience Specialist - Payroll
Xero Accounting Software
01.2017 - Current
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of queries communication skills to identify customer problems, needs, and opportunities.
- Having extensive knowledge of AU, NZ and UK payroll, and legislation.
- Going over pension and the various requirements by the pension regulators and the HMRC inline with Xero.
- Understanding the PAYE and NI calculations and how this will calculate based on how employees are set up in Xero.
- How to make corrections in Xero and how this will report to the HMRC.
- Looking into organisations and having to interprtate an issue and understand repocussions on any changes and what the current legislation is to advise why Xero may or may not be working a certain way.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Utilized telephone, salesforce, and email platforms to deliver outstanding customer service.
- Looking into organisation issues to troubleshoot and assist in resolving issues.
- Listening and understanding what our customers love, and do not love about the product.
Payroll Officer
DFP Recruitment
01.2014 - 01.2017
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Applied knowledge of regulations, employment law, and tax code to keep operations in compliance with applicable standards.
- Produced payroll activities documentation and reports to meet corporate guidelines and promote transparency.
Skills
- Conflict Management
- Collaborative Environments
- Troubleshooting skills
- Time management
- Good use of Excel/word
- Amazing communicator and at building relationships
- Understanding and interpreting UK legislation
- Being sympathetic and understanding
Timeline
CX Customer Experience Specialist - Payroll
Xero Accounting Software
01.2017 - Current
Payroll Officer
DFP Recruitment
01.2014 - 01.2017
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