Carolina Acevedo
Mackay,Qld
Summary
Self motivated and well organised professional with a background in working within the administration and customer service. Thrives on a challenge. works well in a team as well as autonomously. Demonstrates good lateral thinking and attention to detail processes. Enjoy helping others in a professional environment – seen as a mentor to new employees. Strong communication skills. Welcome the opportunity to work for a reputable organisation that provides strong leadership, teamwork and offers a high standard of customer service within a professional environment.
Overview
38
38
years of professional experience
Work History
Administration Officer/Receptionist - 02
Public Trustee Of Queensland
06.2022 - Current
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Print and prepare Wills for customers to sign, then upload to systems and prepare for manager to check.
- Collect, open and scanned all mail received to clients file.
- Process payments received and banking.
- Claimed benefit from medicare and/or health funds on behalf of clients.
Trust Officer - Acting AO3
Public Trustee of Queensland
04.2019 - 06.2022
- Liaising with customers and their support network to make financial decisions in the interests of the customer
- Successfully maintaining a customer case load of 68 financial management files, including the preparation of internal and external documentation in accordance with the Public Trustee processes and procedures.
- Enhanced client trust by consistently delivering accurate and timely financial services.
- Developed strong relationships with clients by providing personalized service and understanding their financial needs.
- A02 Administration Officer/Receptionist
Public Trustee of Queensland
01.2010 - 06.2019
- Liasing with customers and their support networks to make financial decisions in the interest of the customer
- Successfully maintaining a customer case load of 6 financial management files, including the preparation of internal and external documentation in accordance with the Public Trustee processes and procedures
- Undertaking reception duties, including being the professional first contact for the general public and our customers
- Undertaking cashiering duties, stationary orders
- Preparing and processing company and customers accounts
- Providing general advice regarding our estate management, Wills and Enduring Power of Attorney services
- Archiving of files, maintaining key register and preparing advertising.
Sales Consultant
Medibank Private
01.2001 - 06.2009
- Obtaining and processing new memberships
- Updating current members' details, processing of claims and contributions
- Promoting and selling various products to potential and existing members
- Cash handling and balancing.
Customer Service Officer
Medibank Private
01.2001 - 06.2009
- Processing of refunds and direct debits
- Cancellations and amendments to members' premiums and memberships
- Investigating and processing missing payments, bank dishonoured fees and arrears.
Health Cover Manager
IOOF Friendly Society
01.1989 - 01.2000
- Assisting in the promotion, negotiation and the successful recruitment of the first major corporate client to IOOF Health Cover
- Delivering group presentations to various interstate offices
- Providing total customer service in relation to product information and selection of cover
- Responsible for the administration of new business.
Member Services
IOOF Friendly Society
01.1989 - 01.2000
- Processing new member applications, updating current members' details, processing and sending periodical accounts
- Dealing with customers in writing, in person, and by telephone
- Inputting of payment and invoice data into the computer system, checking overdue members and sending payment notices
- Promoting the different products and services to potential and existing customers
- Coordinating and participating in all promotional displays at marketing events.
Account Officer/Computer Operator
IOOF Friendly Society
01.1987 - 01.1989
- Processing of debtors, creditors and journals
- Balancing, checking and adjusting monthly accounts
- Billing and processing statements on a quarterly basis
- Attending to the daily backup of the computer system
- Liaising with existing and new customers.
Education
Skills
- Microsoft Word
- Microsoft Excel
- Internet
- Hamms (Health Fund System)
- Lotus Notes - MAX - R1
- Cims (Public Trustee System)
Languages
Speak fluent Spanish as a second language.
Cover Letter
Dear Mr Pedersen,
I would like to apply for the position of Public Trust Officer Level A03.
I have been working for the Mackay office of the Public Trustee of Queensland for ten years as a Public Trustee Officer Level A02.
I have recently being acting in the Public Trustee Officer Level A03 position. During my employment with the Public Trustee of Queensland, I have gained the knowledge and experience that is necessary to perform the role and tasks required. I see this as not only an advantage for me but a benefit for the organisation.
I hereby submit my application for this position and enclose my resume and statement of Ky Responsibilities and Capabilities for your favourable consideration.
Sincerely
Carolina Acevedo
Statement
Key Responsibilities
In my position as a Public Trustee Officer level AO2, I am effective in managing my workload.
I organise my day according to my work load, making sure that I complete my tasks efficiently and in a timely manner. In prioritising my workload and tasks, I use my “ABC” system which is - A Tasks that must be done, B These tasks should be done today, or at least some progress needs to be made, and C It would be nice to do these tasks today if there is time, but they do not have a major impact on my core accountabilities.
I keep up to date with The Public Trustee policies and procedures (including any changes to these policies and procedures by reading my emails, reviewing the internet and the Public Trustee manuals and communication with my supervisor. This assist me in performing at a high standard and ensuring I provide correct and accurate information to my customers.
I am mindful to ensure that my work practices maintain the integrity of the Public Trust Office. I achieve this by using my highly developed interpersonal skills to analyse all aspects, clarifying what is needed to make an appropriate decision to the mutual satisfaction of all persons involved and communicating in an understandable manner.
When communicating with prospective customers I always promote our services, including highlighting the Will making service being free and the benefits of making an Enduring Power of Attorney and others services.
Key Capabilities
Working as part of a team is one of the things that I enjoy the most. Cooperation and teamwork are paramount in my work ethic. I like to inspire trust and confidence in my co-workers. Advice and help is both accepted and given. I work well within a team environment to achieve results and the best outcome for our clients.
I successfully liaise with other government departments, customers, and support networks, which helps me with my daily duties as a Trust Officer. I am very accepting of change in our work environment, including changing my own work practices to help me perform my different duties more efficiently. I am also willing to offer new ideas and help to put them into action.
By listening to my customers and respecting their human rights, I can efficiently and flexibly attend to their issues in the best possible way. I can negotiate with customers to achieve the best outcome to their financial decisions and I maintain accurate and up to date customer records by attending to file notes and updates in a timely manner.
Highly desirable requirements
During my working career I have learnt the meaning of confidentiality and adherence to the Privacy Act when handling customers personal and sensitive information.
I always act in a professional manner towards customers and co-workers and adhere to my employers’ work place policy and procedures.
I have the experience and knowledge to manage the financial administration of our customers, including being able to attend to budgets, statements of advice and statement of accounts.
Enclosures
- Resume
- Statement of Key Responsibilities and Capabilities
References
- Tahnie Malagueno, Senior Trust Officer, Public Trustee of Qld, 4969 4609
- Deanne Miller, Supervisor - PPTO, Public Trustee of Qld, 4969 4602
Hobbies and Interests
- Reading
- Dancing
- Walking and Pilates
Timeline
Administration Officer/Receptionist - 02
Public Trustee Of Queensland
06.2022 - Current
Trust Officer - Acting AO3
Public Trustee of Queensland
04.2019 - 06.2022
- A02 Administration Officer/Receptionist
Public Trustee of Queensland
01.2010 - 06.2019
Sales Consultant
Medibank Private
01.2001 - 06.2009
Customer Service Officer
Medibank Private
01.2001 - 06.2009
Health Cover Manager
IOOF Friendly Society
01.1989 - 01.2000
Member Services
IOOF Friendly Society
01.1989 - 01.2000
Account Officer/Computer Operator
IOOF Friendly Society
01.1987 - 01.1989
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