HUGH LA
Warwick Farm,NSW
Summary
Committed public servant displays sound judgment under pressure in life-threatening and emergency scenarios and situations. Watchful and diplomatic professional preserves public safety, fights crime and prevents loss of life. Recognized for heroic acts and police duty excellence. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Client Engagement Officer
Australian Tax Office
07.2017 - Current
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with business line objectives.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Service Representative
Australian Tax Office
11.2010 - 07.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
St John Park
High School12.2000
Skills
- Work Coordination
- Report Writing
- Strategic Planning
- Innovation and Creativity
- Report Preparation
- Information Verification
- Community Relations
- Analytical Thinking
- Data Analysis
- Audit reporting
- Process Improvement
- Project Planning
Accomplishments
- Supervised team of 14 staff members.
- Received Kudos from manager for ongoing effort to manage our client expectations
- Received Kudos from work colleague for assisting and mentoring
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
fishing, play Guita
During my spare time I love to fish because it provide a perfect opportunity to connect with nature and enjoy the great outdoors. On the other hand playing guitar is a creative and expressive outlet that allows to channel my emotions and thought into music.
Languages
Vietnamese
Native or Bilingual
Timeline
Client Engagement Officer
Australian Tax Office
07.2017 - Current
Customer Service Representative
Australian Tax Office
11.2010 - 07.2017
High School Diploma -
St John Park
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