Cicca Zhang

• Assisted with the review of individual online tax returns prior to lodgment using Etax-in house tax accounting software.
• Provided tax advice and guidance to clients on various tax issues, explained complicated tax legislation and implications in simple terms via numerous communication mediums, including telephone, live chat or web messages.
• Assisted clients during ATO audits while maintaining quality assurance standards and ensure exemplary customer service is always maintained.
• Liaised with ATO to follow up on clients' tax refunds and where applicable, arranged payment plan on behalf of clients.
• Ability to engage multiple clients in a fast paced, professional environment using multi-tasking skills while ensuring daily set targets are achieved.
• Ability to work autonomously and as part of a team to reach company goals and expectation.

Key achievements:

Customer Satisfaction Excellence:

• Maintained a customer satisfaction rate of 96% during the half year tax season.
• Received customers' recognition for outstanding customer service, showcasing commitment to client happiness.

Sales Performance:

• Successfully engaged with over 70 clients via live chat, incoming calls and web messages in a fast-paced environment per day.

Team Collaboration:

• Engaged with clients to gather information for finalizing tax returns, including asking pertinent questions and responding effectively to their unique financial situations or tax enquiries.
• Collaborated with team leader and clients to maintain tax lodgement accuracy and compliance.

• Implementing developmentally and culturally appropriate curriculum for children, creating positive, and safe classroom environments.
• Communicating with children's guardians about daily activities, behaviours and related issues.
• Observing children to identify individuals in need of additional support and developed strategies to improve assistance.

key achievements

• Communicating effectively with parents and team about children progress.
• Being able to maintain and building rapport and trust relationship with children's parents, children and team members.

• Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
• Answered questions about store policies such as return or refund policy and addressed customer concerns.
• Helped customers complete purchases, locate items, and join reward programs.
• Greeted customers and helped with product questions, selections, and purchases.
• Increased sales by offering advice on purchases and promoting additional products.