Claudia Jackson
Benowa,QLD
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Service Officer
Queensland Government
09.2023 - Current
- Manage high volume of inbound calls with difficult and fair negotiations.
- Maximized revenue recovery through consistent follow-up with clients and negotiation of payment plans.
- Improved customer satisfaction ratings by resolving disputes promptly and professionally.
- Managed high volume of accounts, prioritizing cases based on risk assessment and potential recovery value.
- Skilled at working independently and collaboratively in a team environment.
- Worked exclusively with high risk clients, and assessing fairly for hardship.
- In depth Skip Tracing and commencement of bank investigations.
- 2 week in depth training and compliance.
Account Manager
SAFE DEBT MANAGEMENT
02.2023 - 09.2023
- Account management and collections
- Making decisions such as templates, procedures and system improvements
- Taking calls from high risk clients and assisting them with getting their financials in order
- Supplying information for important resources including food banks, financial assistance and free debt help
- Managing over 200 case files of high risk individuals
- Working alongside 3rd parties
- Example: Gambling/ addiction assistance services
- Assisting customers with hardship applications
- AFCA complaint resolutions.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Debt Collector/ Loan Management
Rapid Loans
08.2021 - 01.2023
- Managing a customer base with over 400 'High Risk' files
- Assisting with hardship applications and affordable payment arrangement
- Working in high volume, call centre environment
- Using skip tracing tools to try and locate customers
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Escalated collections
- Monitored accounts to ensure compliant and up to date.
Admin/Property Manager
Raine & Horne Rosebud
01.2016 - 02.2018
- Property management
- Contract drafting, online advertising and system navigation
- Tenant complaints
- Assisting tenants with arrears and catch up payments
- Cash handling
- Food preparation
- Stocking merchandise
- Serving and assisting customers.
Team Member, Retail /customer service assistant
KFC
01.2012 - 01.2016
- Cash handling
- Food preparation
- Stocking merchandise
- Serving and assisting customers
- Greeting customers and ensuring great customer experience.
Education
Year 11 -
Mount Eliza secondary school
Year 12 VCE -
Chisholm Tafe
Real estate CERT IV - Frankston Chisholm Safe
Skills
- Strong communication skills
- Credit and collections
- Empathetic approaches
- Debt Management
- Finding and providing food/financial resources
- Admin support
- Fast Learning with POS systems
- Computer Literacy
- Quality Assurance
- Conflict Resolution
- Active Listening
- Problem Solving
personal information
Date of Birth: 21/08/1997
Timeline
Service Officer
Queensland Government
09.2023 - Current
Account Manager
SAFE DEBT MANAGEMENT
02.2023 - 09.2023
Debt Collector/ Loan Management
Rapid Loans
08.2021 - 01.2023
Admin/Property Manager
Raine & Horne Rosebud
01.2016 - 02.2018
Team Member, Retail /customer service assistant
KFC
01.2012 - 01.2016
Year 11 -
Mount Eliza secondary school
Year 12 VCE -
Chisholm Tafe
Real estate CERT IV - Frankston Chisholm Safe
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