Carolyn Phillips
Cameron Park,Australia
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple processes simultaneously with a high degree of accuracy.
Experienced with service operations, ensuring customer satisfaction and operational efficiency. Utilizes problem-solving and communication skills to enhance service delivery. Knowledge of team collaboration and adaptability, contributing to consistent and reliable performance.
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
29
29
years of professional experience
Work History
Service Officer
Services Australia – Centrelink
07.2024 - Current
- Handling telephone enquiries from customers regarding various matters such as reporting their income, updates to a student’s study details, enquiries about claims and urgent payment requests.
- Processing of medical certificates for customers, updating the customers assets held, ensuring customers with mutual obligations are meeting their job search requirements, scheduling various types of appointments.
- Checking to see if a customers' circumstances have changed by proactively asking key questions which may effect their payments.
- Being mindful of our customers different backgrounds and cultures, to allow me to effectively empathise and build a rapport with them.
- Collecting information from customers verbally or via them uploading documents to enable the data to be carefully input into our system.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Customer Service Officer
Ampersand International - NSW Trustee and Guardian
06.2023 - 02.2024
- Providing financial management services for individuals who are not capable of managing their own financial affairs due to age, disability, or other reasons
- Completing annual budget reviews
- Assisting clients with their banking needs by liaising with their banks, utility providers, real estates and more
- Paying the clients bills, signing legal financial documents setting up regular payments to the clients to meet their day-to-day needs
- Answering phone calls from clients enquiring about obtaining additional funds, or following up on other requests such as moving house or a request to go on a holiday
- Attending Tribunal hearings for our clients
- Enhanced customer satisfaction by efficiently addressing and resolving their enquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Revenue NSW – Support Officer
05.2022 - 11.2022
- Developed effective communication and organizational skills through working on group projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Intervened in crisis situations to obtain support for clients and reduce escalation.
- Working with the Disaster Relief Grant team assessing the applications for the grant
- Contacting applicants to obtain the appropriate documentation required to apply for the grant
- Answering phone enquiries on a daily basis from my portfolio of clients
Rarekind People - TAFE
12.2021 - 04.2022
- Managed multiple tasks and met time-sensitive deadlines.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Navigate the various systems that the TAFE uses, including CRM and EBS in order to complete administrative tasks
- Assist student enquiries with a multitude of requests
- Printing transcripts
Finance Administrator
Chase Edwards Finance - Finance Administrator
10.2020 - 10.2021
- Reviewed historical records, current operational data and forecasting information to identify the suitability of the client for a loan.
- Prepare loan applications for submission to various lenders
- Negotiated loan terms to provide favourable outcomes for both customers and lenders.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Meet all regulatory and compliance requirements on all applications
- Processing of SMSF loan applications
- Completed clerical and data entry tasks to optimize financial procedures.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
Telstra / DFP Recruitment - NBN Complaints Manager
04.2017 - 11.2017
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Liaise with the appropriate Telstra department or NBN co to facilitate the connection of internet and/or phone services as quickly as possible
- Utilizing more than 10 different systems in order to solve a complaint and the customers issues
- Managing a portfolio of complex cases
Service NSW / Smalls Recruitment - Team Leader
02.2016 - 01.2017
- Built strong relationships with staff through a positive attitude and attentive response.
- Print cards (e.g. licenses) on a daily basis and post to clients
- Monitor cards quality to ensure compliance with regulations
- Monitor reports to ensure all items are accounted for
- Stock take on a weekly basis
- Update head office with staffing/roster needs
Hays Recruitment – Stockland Glendale Customer Care
11.2014 - 06.2015
- Monitored customer care goals and developed improvements.
- Provided excellent customer care by responding to enquiries and requests for information.
- Drive the shuttle bus around the center when required
- Make announcements over the public announcement system
- Handle schedule for equipment hire i.e. prams and wheelchairs
- Incident reporting
Energy Australia - Debt Collector
05.2014 - 11.2014
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Aussie Home Loans - Mortgage Broker Assistant
10.2011 - 06.2013
- Explained different types of loans pertaining to client situations.
- Checked loan documents for accuracy
- Manage the processing of the loan application until settlement
- Arrange valuations and provide additional information as required
- Prepare and submit a loan application to the 16 lending institutions
- Organize team meetings with brokers and prepare agendas and minutes
AAMI Insurance - Sales Representative
04.2010 - 09.2011
- Reviewed customer needs and financial means to determine appropriate policy offerings.
- Prepare quotes for new motor vehicle policies, take payments from customers, and make amendments to existing policies
- Cross sell other AAMI products and provide information
- Data entry and record keeping
- Work in Call Centre and respond to customer enquiries
Commonwealth Bank of Australia - Relationship Banker, Business Banking Sector
01.2005 - 01.2007
- Answered customer questions and explained available services such as deposit accounts, loans, and securities.
- Assist Business Banking Manager in the management of client's portfolios
- Liaise with clients and gain an understanding of their business needs
- Actively pursue opportunities to assist clients to meet their financial needs and medium to long term goals
- Prepare documentation for release of security, including rearrangement of facilities
- Liaise with solicitors and other banks for settlements
Commonwealth Bank of Australia - Sales and Service Representative
01.2004 - 01.2005
- Work in the Call Centre taking enquiries from clients and branches in regard to credit cards and general banking matters
- Identify other sales and marketing opportunities
- Possess extensive knowledge of different banking products and services
AMP Property Finance - Senior Credit Analyst
01.2001 - 01.2003
- Prepare loan submissions to the credit manager to request approval for a particular business loan. These loan submissions included an analysis of what the businesses core operations were
- Financial analysis of the businesses balance sheet and profit and loss statements
- Prepare regular mail-outs to potential new customers on the products and services offered
Westpac - Business Service Manager
01.1996 - 01.2000
- Developed and maintained courteous and effective working relationships.
- Commenced as part of Westpac Graduate Program providing assistance to the Business Banking Manager in the management of a portfolio of clients
- Financial analysis of the businesses balance sheet and profit and loss statements. This analysis was done using the financial ratios and comparisons over usually 2 or 3 years of historical data
Education
Diploma - Finance & Mortgage Broking
TAFE NSW SW Sydney Institute
11-2016
Cert IV - Finance & Mortgage Broking
TAFE NSW - SW Sydney Institute
07-2016
Bachelor - Economics
University Of Newcastle
03-1996
Skills
- Financial debt management
- Transaction analysis
- Credit risk assessment
- Team-oriented approach
- Conducting financial assessments
- Documentation Review
- Client Portfolio Management
- Regulatory Compliance
- Financial forecasting
- Relationship building
- Problem solving
- Delivering exceptional service
- Cross-selling and Up-selling
- Written and verbal communication
- Reporting and documentation
- Proficient in Word, Outlook & Microsoft Teams
- Client needs assessments
- Client meetings
- Money management assistance
- Case management
- Client advocacy
- Research and facts collecting
- Attention to detail
- Maintaining client records
- Employee training
- Client and family interviews
- Time management
- Reliability
- Decision-making
Accomplishments
- Collaborated with a team made up of mortgage brokers, financial planners, and administration assistants in the development of process checklists to assist in home loan and SMSF lending.
- Achieved regular settlements of loans through effectively helping with the application process and ensuring all stakeholders and customers were informed along the way.
Timeline
Service Officer
Services Australia – Centrelink
07.2024 - Current
Customer Service Officer
Ampersand International - NSW Trustee and Guardian
06.2023 - 02.2024
Revenue NSW – Support Officer
05.2022 - 11.2022
Rarekind People - TAFE
12.2021 - 04.2022
Finance Administrator
Chase Edwards Finance - Finance Administrator
10.2020 - 10.2021
Telstra / DFP Recruitment - NBN Complaints Manager
04.2017 - 11.2017
Service NSW / Smalls Recruitment - Team Leader
02.2016 - 01.2017
Hays Recruitment – Stockland Glendale Customer Care
11.2014 - 06.2015
Energy Australia - Debt Collector
05.2014 - 11.2014
Aussie Home Loans - Mortgage Broker Assistant
10.2011 - 06.2013
AAMI Insurance - Sales Representative
04.2010 - 09.2011
Commonwealth Bank of Australia - Relationship Banker, Business Banking Sector
01.2005 - 01.2007
Commonwealth Bank of Australia - Sales and Service Representative
01.2004 - 01.2005
AMP Property Finance - Senior Credit Analyst
01.2001 - 01.2003
Westpac - Business Service Manager
01.1996 - 01.2000
Diploma - Finance & Mortgage Broking
TAFE NSW SW Sydney Institute
Cert IV - Finance & Mortgage Broking
TAFE NSW - SW Sydney Institute
Bachelor - Economics
University Of Newcastle
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