Isaiah Ibrahim-Vlahos

During my time at Xero so far, I have acquired and developed on several skills. These include:

• Delivering exceptional customer service to every customer by leveraging extensive knowledge of Xero core products, such as the Xero Business and Partner edition products and services and creating welcoming, positive experiences.
• Addressing accountants and bookkeepers, as well as small to medium business owner inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Working and assisting on the Xero platform environment, with establishing a further understanding in SaaS software.
• Maintaining servers and systems to keep networks fully operational during peak periods.
• Diagnosed and troubleshot hardware, software and network issues.
• Dealing with our multi-authentication processes - adhering to privacy and legal issues.
• Coached and trained my colleagues on our authentication process - as well as reintroduced processes.
• Using my knowledge, I learned how to effectively run reports to resolve issues by analysing customer data (invoices, bills - spreadsheets) before assisting customers in submitting information to the ATO.

At MYOB, I learned a various amount of skills. This includes, but is not limited to:

• Using several CRM & Accounting systems, including Salesforce, AccountRight, MYOB Business Pro/Lite, AccountEdge etc.
• Consistently maintained proficiency in troubleshooting complex issues with multiple customers simultaneously, guiding them through each step.
• Quickly learning new skills and applying them to daily tasks, improving efficiency and productivity.
• Demonstrating respect, friendliness and willingness to help wherever needed.
• Reduced financial discrepancies, effectively reconciling bank accounts and organising information into accounting software.
• Assisted in completing payroll for employees and assisted in maintaining detailed records of procedures using MYOB within financial regulations.

Whilst working for CBA, I successfully completed multiple tasks and experienced growth in many ways, including:

• Handling over 60 calls per shift retrieving customer data, presenting relevant information and cancelling services.
• Offering internal and external customers first-rate customer service to maximise satisfaction and business success.
• Using initiative and quick thinking to address customer complaints and to mitigate dissatisfaction by employing timely and on-point solutions to a full skill-sets worth of questions and enquiries.
• Reinforcing established quality control standards and followed procedures for optimal customer interactions
• Handled and dealt with sensitive customer information, ranging from changing security details to updating confidential customer information.

During my time at Origin, I successfully executed multiple tasks, including:

• Providing high quality and timely solutions to customers and use adaptive, personalised conversations so I can help customers identify issues and solve for their future needs.
• Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Using a consultative sales approach to understand customer needs and recommend relevant offerings.
• Using our tools and training to effectively meet & hit my KPI targets each and every month - with success in doing so.

• I successful acquired my Certificate III in Retail by completing management training, I developed the correct skillset to efficiently multitask and cooperate in circumstances that may otherwise seem unruly to the general public.
• I provided excellent customer service by greeting customers and ensuring orders were fulfilled to meet expectations
• I actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• I also used critical thinking to break down problems, evaluate solutions and make decisions.