Eyerusalem Mulatu
Hoppers Crossing,VIC
Summary
Knowledgeable and dedicated professional with extensive experience in the Cloud Accounting industry. A proven track record of leveraging comprehensive knowledge in financial reconciliation, reporting, and accounts management to effectively address customer needs. Proficient in employing critical thinking to dissect complex problems, evaluate solutions, and drive informed decision-making. Solid team player with outgoing, positive demeanour. Effective liaison between cross-functional teams, facilitating collaboration to achieve collective goals. Recognised for implementing communication strategies that optimise results and enhance efficiency. Articulate and results-oriented with exemplary passion for developing relationships and cultivating partnerships. I'm ready to take on a challenging role in a dynamic organisation utilising a diverse range of experience.
Overview
14
14
years of professional experience
Work History
Senior Customer Experience - Accounting
Xero
Melbourne, VIC
12.2022 - Current
- Used accounting knowledge to help customers resolve issues with bank reconciliation, Financial Reporting, Accounts Payable and Accounts Receivable.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Trained staff and new hires on procedures, company services, and best practices to reduce process inconsistencies.
- Identified trends in customer feedback, providing valuable insights for continuous improvement initiatives.
- Liaised with Product, Sales, and management teams to develop solutions and accomplish shared objectives.
- Reduced response time for customer queries by implementing effective communication strategies.
- Maintained extensive knowledge of company products and updates to provide efficient support for team members.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated customer complaints and escalated issues to address critical requests.
- Ran team meetings that allowed for sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Demonstrated strong organisational and time management skills while supporting multiple team members.
- Gained extensive knowledge in data entry, analysis and reporting.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Customer Experience - Accounting
Xero
Melbourne, VIC
07.2019 - 12.2022
- Reduced errors in customer's accounting data through meticulous attention to detail.
- Learned and adapted quickly to new technology and software applications.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Sought ways to improve processes and services provided.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Contributed to development of departmental goals, aligning individual tasks with overall business objectives successfully.
Healthcare Assistant
CCDHB Delivery Suite
Wellington, New Zealand
11.2016 - 12.2018
- Met daily patient needs and worked with a team of four healthcare assistants on rotating shifts.
- Performed ad hoc administrative tasks such as filing, checking and responding to emails, answering phone calls, scheduling meetings, overseeing and replenishing stock when required, and ordering special equipment.
- Completed simple medical checks, helped patients with personal care and mobility, offered social stimulation, and noticed any changes in health condition.
- Kept up-to-date records on patients; prepared and served meals to patients and families; instructed patients on health matters and hygiene; and assisted clients with feeding, bathing, and dressing.
- Dealt respectfully with complaints and enquiries
- Provided general support to midwives, kitchen staff, and lobby area.
Assistant Accountant
Kiwi Financial Services Limited
Wellington, New Zealand
01.2016 - 07.2016
- Prepared journal entries, managed account ledgers of payables and receivables, reconciled bank statements, and assisted in the preparation of profit and loss statements and balance sheets.
- Used MS Excel and MYOB accounting software to calculate clients’ tax.
- Assisted in the implementation of new accounting software, leading to more efficient workflows and reduced manual input errors.
- Key Achievements: Impressed Manager by bringing in new clients and received bonus against each client.
- Improved financial accuracy by conducting thorough account reconciliations and adjusting journal entries.
Caregiver
Rita Angus Retirement Village
Wellington, New Zealand
04.2010 - 01.2016
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Implemented fall prevention strategies within the home environment by identifying hazards or obstacles that posed risk to patient safety.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
Education
Bachelor of Commerce - Accounting And Commercial Law
Victoria University of Wellington
Wellington, New Zealand01.2018
Health Science (First year) -
Massey University
Palmerston North, New Zealand01.2012
Ncea (Level 3) -
St. Catherine’s College
Wellington, New Zealand01.2009
Skills
- Xero
- Salesforce CRM
- Excel and G Suite
- Accounting
- Financial Report Analysis
- Bank Reconciliation
- Data Management
- Employee Coaching
- Complaint Investigation
- Customer Account Management
- Product Knowledge
- Adaptability
Languages
English and Amharic
Hobbies and Interests
Volunteering, cooking, and hiking
Timeline
Senior Customer Experience - Accounting
Xero
12.2022 - Current
Customer Experience - Accounting
Xero
07.2019 - 12.2022
Healthcare Assistant
CCDHB Delivery Suite
11.2016 - 12.2018
Assistant Accountant
Kiwi Financial Services Limited
01.2016 - 07.2016
Caregiver
Rita Angus Retirement Village
04.2010 - 01.2016
Bachelor of Commerce - Accounting And Commercial Law
Victoria University of Wellington
Health Science (First year) -
Massey University
Ncea (Level 3) -
St. Catherine’s College