Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Dunia Murad

Coburg,Vic

Summary

Extensive Experience: You’ve gained significant expertise in collections, billing, and leadership roles, which shows a strong command over these essential business functions.

• Motivated Team Player: Your motivation and ability to work well within a team or autonomously highlights your flexibility and adaptability.

• Exceeding KPIs: Consistently surpassing key performance indicators and meeting job requirements showcases your commitment to high performance and results.

• Effective Time Management: You manage time efficiently, which is crucial for balancing priorities and meeting deadlines.

• Strong Communication: Your verbal and written communication skills are strong, which are critical for leadership, negotiations, and stakeholder management.

Overview

17
17
years of professional experience

Work History

Interoperability Officer

Transurban – LINKT
06.2023 - Current
  • Supported the banking and payments functions including acting as a direct backup to each function
  • Requiring the incumbent to maintain current detailed knowledge of multiple roles within Billing
  • Perform daily file downloads from FTO’s
  • Maintain reconciliations and data tracking
  • Accounts receivable & payable
  • Perform file uploads including customer payment files
  • Processing and investigations of Missing payments & payment cancelations of suspicious activity
  • Image Processing – Vic, NSW & QLD toll roads

Credit/Collections Agent

Transurban
08.2022 - 06.2023
  • Inbound & outbound collections agent for Consumer & Toll pay Team
  • Setting up payment plans
  • Assisting customers to rectify toll notices
  • Working on Inboxes: attending to customer inquiries
  • Extracting the data daily for the Transfer report Via excel to distribute to the team
  • Participated in Training & on boarding new staff

Collections Specialist / All-rounder – SME/2ic (senior)

OPTUS Singtel Tele-Communications
10.2016 - 05.2022
  • Financial Services & Hardship specialised agent
  • Specialising in cases of Customers in Extreme vulnerable situations (case managed accounts)
  • Experience in Inbound & Outbound call que & working off excel spread sheets
  • Worked off a digital Chat platform assisting customers during Covid & Drop boxes liaising with Financial Councillors
  • Working on all word applications – PowerPoint, word & Excel etc
  • Setting up payment plans
  • Attending to customer accounts due to non-payments
  • Financial services Limit Control
  • Worked off an excel Spread sheet for high unbilled usage – collection on excess usage charges of services
  • Step up & SME duties:
  • 2IC :
  • Floor walking, assisting staff, taking escalation calls assisted in training of new team of 13 staff members
  • Doing Quality assurance for Hardship Team, Call listening & marking (Providing feedback)
  • Optus Advocacy: dealing with customer in extremely vulnerable circumstances
  • Managed a team of 13 agents for 2 years during my time at Optus
  • Building team moral, pushing my team to excel & meet daily KPI
  • One on one monthly meetings with my agents & running daily stats

Collections & Billing

ME Bank
03.2015 - 10.2016
  • Secured Home Loans - Collections & Billing
  • Admin based Role
  • Customer service (outbound Calls)
  • Working off an email drop box & Messages
  • Home Loan Collections based Role
  • Case managed via Excel Spreadsheet
  • Managing Billing portfolio
  • Payment allocations / reconciliations

Loan Settlements Team

Money3 Finance
08.2014 - 02.2015
  • Ensure that organisations are compliant with the business and regulatory policies in the processing and management of loan settlement

Inbound Customer Service Consultant

Super Partners
01.2014 - 08.2014
  • Taking calls regarding superannuation questions, payments, general enquiries and Resetting passwords

Senior Collector

ANZ Bank
01.2008 - 12.2013
  • Step up senior officer role (2ic)
  • Late-stage cards associate High Risk collection Legal Team
  • Taking inbound & outbound calls mainly for credit cards with legal action against them due to arrears
  • Finding appropriate steps to resolve the issue before it escalates
  • Organising payment arrangements
  • Ability to work consistently under pressure and when delegated numerous tasks taking calls & working about 200+ accounts a day
  • Experienced in Vision +, CAP & CTA
  • Inbound & outbound calls
  • Worked efficiently on the calibre dialler system
  • Intermediate skill level with Microsoft Excel and Word
  • Well experienced in collections

Education

CSIA course - Certified Customer Service Professional course

04.2012

Bachelor of Law -

Melbourne University
12.2010

VCE -

Mercy ladies catholic College
12.2003

Skills

  • Customer service
  • Communication skills
  • Time management
  • Self-motivated
  • Teamwork
  • Leadership
  • Trustworthiness
  • Reliability
  • Hard work
  • Enthusiasm
  • Dedication
  • Ability to work under pressure
  • Individual work
  • Team environment
  • Team bonding
  • Motivational skills
  • Constructive criticism
  • Task management

References

Available upon request

Timeline

Interoperability Officer

Transurban – LINKT
06.2023 - Current

Credit/Collections Agent

Transurban
08.2022 - 06.2023

Collections Specialist / All-rounder – SME/2ic (senior)

OPTUS Singtel Tele-Communications
10.2016 - 05.2022

Collections & Billing

ME Bank
03.2015 - 10.2016

Loan Settlements Team

Money3 Finance
08.2014 - 02.2015

Inbound Customer Service Consultant

Super Partners
01.2014 - 08.2014

Senior Collector

ANZ Bank
01.2008 - 12.2013

CSIA course - Certified Customer Service Professional course

Bachelor of Law -

Melbourne University

VCE -

Mercy ladies catholic College
Dunia Murad