Ann-Maree Mutschel
Chinchilla,QLD
Summary
Motivated and dedicated professional with extensive experience in customer service, bookkeeping, and management roles. I am motivated by a great outcome for the customer & business by delivering quality work. I am a quick learner, can work well on my own or as part of a team. I am a reliable & honest person.
Overview
20
20
years of professional experience
Work History
Bookkeeper
Fox & Rynne Accountants
04.2022 - Current
- Current position involves using multiple accounting software programs for bookkeeping and financial management
- The job requires accurate data management and reporting
- Ensuring compliance with regulatory standards
- Managed accounts receivable and accounts payable functions, ensuring timely processing and accurate recording of financial transactions
- Prepared and analysed financial statements, including balance sheets, income statements, and cash flow statements, to provide insights for business decision-making
- Utilized MYOB Essentials, AE, Reckon, Xero, and Phoenix accounting software for quarterly GST reporting and tax preparation for clients
- Demonstrated proficiency in Microsoft Excel for financial data analysis, budgeting, and forecasting.
- Maintained and processed invoices, deposits, and money logs.
- Prepared monthly bank reconciliations to ensure accurate representation of company''s financial position.
- Reconciled and corrected issues with financial records.
- Supported year-end closing procedures by preparing adjusting journal entries as needed.
- Identified accounting errors when cross-referencing documents and database information.36
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Identified accounting errors when cross-referencing documents and database information.
- Reported financial data and updated financial records in ledgers and journals.
- Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
- Communicated proactively with team members regarding any issues or concerns related to bookkeeping tasks.
- Input financial data and produced reports using [Software].
- Managed and responded to correspondence and inquiries from customers and vendors.
Customer Service Officer
Inland Revenue Department
01.2015 - 03.2022
- Work involving contacting/communication with customers & legal technicians via phone or internet based, making changes to accounts & a high level of decision making & delegations for New Zealand Tax Department
- Applications: New Zealand Tax system – DOS application until 2021 & then went through the biggest Business Transformation in NZ tax history to a Word based programme, use of Microsoft Excel, power point & Word, Internet
- I worked remotely for Inland Revenue for 3 years.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Utilized CRM systems proficiently for tracking customer interactions and recording relevant information accurately for future reference.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
Insurance Sales Consultant
IAG New Zealand (under State Brand)
11.2011 - 01.2015
- Insurance Sales consultant, in person & via phone, new policies, renewals, claims
- Applications: Internal insurance system, word based for general work, DOS application for claims & payments, use of Microsoft Excel, power point & Word, Internet.
- Achieved consistent monthly sales targets by managing a robust pipeline of prospects and diligently following up on leads.
- Supported existing customers with timely renewals, policy adjustments, and claims assistance, ensuring long-term relationships.
- Delivered informative presentations at community events and professional gatherings to raise brand awareness and generate leads.
- Collaborated closely with underwriters for accurate policy pricing by providing comprehensive client information and risk assessments.
- Developed strong referral networks within the local community, resulting in increased business opportunities.
- Assisted clients in navigating policy options based on their individual needs while adhering to company guidelines.
- Educated prospective customers about the benefits of various insurance types during face-to-face consultations or phone conversations for informed decision-making processes.
- Increased new business sales by actively prospecting for potential clients and utilizing effective marketing strategies.
- Generated quotes and proposals for clients to match individual needs.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Followed up promptly with interested clients to close sales.
- Calculated premiums and established payment methods for sales.
- Monitored customer feedback and identified areas of improvement.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
Café Manager
Robert Harris
01.2008 - 01.2011
- Responsibility of day to day running with Owner/Operator, Management of Staff & rosters
- Responsible for Sales, staff training etc
- End of day reconciliations, Eftpos & cash handling, record keeping
- Applications: POS hospitality system used.
- Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
- Improved customer satisfaction by implementing efficient service procedures and staff training programs.
- Handled business administration functions such as payroll, cash register counting, and supply ordering.
- Ensured compliance with food safety regulations by implementing strict sanitation protocols and employee training initiatives.
- Oversaw calendar to manage staff schedule and organize shifts for adequate coverage.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
General Manager - Bar & Restaurant
Two Fat Cows
01.2004 - 01.2008
- Responsible for day to day running with Owner/operator, Management of staff (rosters/hiring), responsible for marketing & events
- Payroll when accountant was away on leave or at times help was required
- Applications: POS hospitality system used for day-to-day sales & stock, Ace Payroll, daily reconciliations/banking & record keeping.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
Level 5 - Business Communications
NZQA
New Zealand11.2011
Skills
- Accounting and bookkeeping
- Bank Statement Reconciliation
- Payroll Processing
- Account Reconciliation
- Bookkeeping Software
- Advanced computer skills
- Data inputting
- General Ledger Management
- MS Office expert
- Superior attention to detail
- Tax Preparation
References
available on request
Timeline
Bookkeeper
Fox & Rynne Accountants
04.2022 - Current
Customer Service Officer
Inland Revenue Department
01.2015 - 03.2022
Insurance Sales Consultant
IAG New Zealand (under State Brand)
11.2011 - 01.2015
Café Manager
Robert Harris
01.2008 - 01.2011
General Manager - Bar & Restaurant
Two Fat Cows
01.2004 - 01.2008
Level 5 - Business Communications
NZQA
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