Danial Ali
Epping
Summary
A driven individual, who utilizes their client service experience to provide tailored outcomes meeting the business and client’s needs. I continuously apply my effective communication and decision-making skills to provide tailored solutions whilst operating as part of a team within a fast-paced environment. With my determination to find a solution, I pledge to have an influence on the organisation and the customers.
Overview
4
4
years of professional experience
Work History
Customer Service Consultant
Startrack Aus Post
09.2023 - Current
- Trained in pick-ups, T&T and DC.
- Affiliated in Australia Post Peer Support program after undergoing comprehensive training
- Handling high volume inbound calls in a fast paced contact centre environment
- Efficient in navigating systems (Salesforce Classic, SAP, Parcel Locator, Happy Parcels, Teams & PeopleSoft) to resolve customer's query in a timely manner
- Great Knowledge about Network Operations
- Managing complex calls / queries whilst considering meeting key performance indicators
- Educating customers about Startrack services when needed (Premium, Express, Next flight)
- Escalating customer's enquiries when needed.
- Ensuring record keeping guidelines are followed
Debt collection officer
Australian Taxation Office - Recoveries Corp
11.2023 - 05.2024
- General account administration and maintenance
- Communicating and educating clients / tax agents regarding their obligations
- Contributed to a positive work environment by maintaining open communication lines and sharing knowledge, expertise, and best practices with fellow team members.
- Maintained high volume of calls and met demands of busy and productive group.
- Maintained consistently high success rate of collecting on overdue accounts.
- Worked with customer to create debt repayment plan based on current financial condition.
- Analyzed customer financial records to determine appropriate payment plan.
- Utilising designated systems & platforms to determine the procedures during the call
Client Contact Officer – Service Delivery
Serco ASPAC - Australian Taxation Office
07.2022 - 10.2023
- Company Overview: Assisting clients through telephony to meet their taxation, superannuation, and registration obligations
- Skilled and professionally trained Superannuation tier 1, Individuals tier 1 and Business tier 1
- Superannuation
- Early release of super benefits
- Compassionate release of super
- All types of Superannuation contributions inquiries (CC/NCC/DIV293)
- Lost Super enquiries
- SG obligations and lodgements
- Customer service
- Client’s account maintenance and record keeping
- ATO online services (Mygov, MYGOV ID, Tax Agent Portal, Business Portal, RAM, Access Manager)
- Processing correspondences relating to the completion of income tax returns
- TFN applications processing
- Business registration (Activity statements, GST, PAGW, ABN, etc.)
- Providing informative advice to clients about HELP/HECS debts
- Providing advice to customers on what kind of deductions they can claim
- Indexation rates complications
- Interpretation of tax regulations and how it applies to specific clients
- Assisting clients through telephony to meet their taxation, superannuation, and registration obligations
Casual Team Member
Kmart Australia
03.2021 - 09.2022
- Customer service
- Marking Clearance
- Store presentation (tidying the store, keeping a clean environment)
- Online orders packaging/Click and collect
- Labelling
Education
Diploma - Diploma of Leadership And Management
Grow Business Training Academy
12-2025
Skills
- Effective use of systems
- Creative problem solving
- Attention to detail
- Team player
- Effective communication skills
- Prompt and organised worker
- Growth Mindset
- Goal oriented
Timeline
Debt collection officer
Australian Taxation Office - Recoveries Corp
11.2023 - 05.2024
Customer Service Consultant
Startrack Aus Post
09.2023 - Current
Client Contact Officer – Service Delivery
Serco ASPAC - Australian Taxation Office
07.2022 - 10.2023
Casual Team Member
Kmart Australia
03.2021 - 09.2022
Diploma - Diploma of Leadership And Management
Grow Business Training Academy
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