Benatrina Faliuga
Waterford,QLD
Summary
Accomplished Customer Service and Administrative Officer with a proven track record at Etax Accountants and previously IVE Group, enhancing office productivity and client satisfaction through expert office management and exceptional customer service.
Skilled in data entry, account management and conflict resolution, I've significantly contributed to project success and efficient problem-solving, ensuring high client loyalty and operational efficiency.
Overview
9
9
years of professional experience
Work History
Administrative Officer
Etax Accountants
07.2023 - Current
- Predominately work from home/remote role.
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Updated reports, managed accounts, and generated reports for company database.
- Enhanced overall office productivity through effective staff management and coordination of daily tasks.
- Contributed to successful projects by providing essential administrative support and resource management.
- Procedure ID checks for tax returns.
- Assisting customers over the phone in accessing their online accounts
- Outbound refund follow-up calls
- Outbound ATO tax return follow-ups
- Cancelling client returns daily.
- Organising payment plans for clients in debt with the ATO
- Data entry tasks
- KPIs
Customer Service Representative
IVE Group
06.2016 - 04.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Receptionist
GNS Wholesale Stationers
11.2015 - 12.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phones promptly and directed incoming calls to the correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Product search, check and confirm
- Managing invoices
Education
High School Diploma -
Liverpool Girls High School
Liverpool, NSW11.2014
High School Diploma -
Campbelltown Performing Arts High School
Campbelltown, NSW12.2010
Skills
- Office Management
- Scheduling and calendar management
- Records Management
- Documentation and control
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Payment Processing
References
MANAGER
Cindy Brockler – IVE Group
0425 406 210
WAREHOUSE MANAGER
Hilary Anae - IVE Group
0403 379 668
COLLEAGUE
Uputaua Leuluaialii - IVE Group
0402 801 199
Timeline
Administrative Officer
Etax Accountants
07.2023 - Current
Customer Service Representative
IVE Group
06.2016 - 04.2023
Receptionist
GNS Wholesale Stationers
11.2015 - 12.2016
High School Diploma -
Liverpool Girls High School
High School Diploma -
Campbelltown Performing Arts High School
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