Jasmine MacGillivray
Surfers Paradise,QLD
Summary
Customer-focused professional with many years experience in customer service, administrative support and front-office operations. Skilled in CRM systems, complaint management, and cross-team collaboration to optimise operational efficiency. Adept in scheduling, record management, and communication coordination.
Overview
5
5
years of professional experience
Work History
Receptionist
TAX TODAY
Southport, QLD
02.2026 - 03.2026
- First point of contact for clients handling new and existing enquiries via telephone, email and face to face.
- Scheduling appointments and managing high-volume calendars for the accountant's reference via CRM and Outlook Calendar.
- Checking in clients on arrival and verifying identification along with completing relevant forms for current and upcoming appointments.
- Preparing and creating confidential tax files for clients via the ATO portal.
- Supporting the accounting team with rescheduling and confirming appointments for the current and upcoming days.
- Validating clientele through Xero to ensure personal information is accurate and complete.
Administration Support Officer
ETAX ACCOUNTANTS
Melbourne, VIC
06.2025 - 11.2025
- Provide frontline support using 8x8 cloud-based phone system by handling client calls regarding their tax return status, required documents, and service updates.
- Perform manual identity verification and ensure compliance with document handling protocols.
- Submit non-lodgment advice (NLA) through OSFA and track tax refund statuses.
- Support the accounting team by applying discounts, converting tax returns, and maintaining accurate records of daily activities.
- Enter and update data accurately in tax administration systems and databases. This includes inputting client receipt data into Excel for tax return purposes.
- Liaise with clients, accountants, and internal teams to resolve discrepancies and ensure compliance.
- Maintain confidentiality and ensure secure handling of sensitive financial data.
Customer Service Specialist - Temporary Position
VIVA ENERGY (CXC)
Melbourne, VIC
03.2025 - 03.2025
- Resolved customer queries for Coles Express and Reddy Express which included double and triple charge card transactions.
- Answered a high volume of calls for the FlyBuys Promotion using cloud-based system Amazon Connect.
- Created service requests in SalesForce (Service Cloud Voice) for double and triple charge card transaction issues which were logged and followed up on a spreadsheet. This was then actioned with return calls or emails to investigate further.
- Analysed and improved customer relations via CRM Management system software Salesforce.
- Handled card details over the phone which involved data protection.
- Troubleshoot customer queries via email and used problem solving to come to a resolution.
- Liaised with other departments via Microsoft Teams to transfer customer queries which were not relevant to the FlyBuys promotion.
- Salesforce (Service Cloud Voice) Management to record and manage customer information including bank and card information.
Customer Service
MAGIC HAND CAR WASH
Melbourne, VIC
08.2024 - 01.2025
- Managed customer inquiries, complaints, and reviews on Google Business and email, maintaining customer engagement and service satisfaction.
- Maintained up-to-date records of customer interactions in CRM software and followed up on unresolved issues to ensure customer satisfaction.
- Coordinated communication between store managers to enhance timely responses on Podium, ensuring efficient customer service.
- Collaborated closely with the operations team to log and update customer notes.
- Contributed to resolving complex customer issues through diligent problem-solving efforts.
- Provided valuable suggestions for service improvements based on customer feedback.
- Coordinated cross-team efforts to increase operational efficiency and service consistency.
Customer Service Representative
TOTALLY 24/7
Peterborough, UK
11.2023 - 07.2024
- Collaborated with multiple companies as a receptionist, ensuring efficient and timely responses to customer queries.
- Utilized in-depth product knowledge to address customer questions and escalated complex issues to supervisors when necessary. Maintained communication with engineers to ensure customer safety and service quality.
- Forwarded detailed inquiries to business owners after confirming customer information for accuracy.
- Streamlined information management by maintaining up-to-date CRM records.
Customer Service Advisor
DILIGENTA LTD
Peterborough, UK
05.2022 - 10.2023
- Identified and resolved complaints empathetically, ensuring complex issues were communicated clearly. Utilized CRM systems to update customer records and process bereavement, surrender, and maturity claims.
- Assisted with various customer queries, creating and forwarding requests to the admin department to achieve optimal resolutions.
- Maintained daily service levels by providing support to both colleagues and customers.
- Delivered high-quality support to both colleagues and customers under tight deadlines.
- Improved complaint resolution outcomes through strategic communication techniques.
Housekeeping & FOH
PREMIER INN
Northampton, UK
01.2021 - 05.2022
- Prepared the breakfast room to high standards each morning and maintained cleanliness throughout the hotel.
- Worked on reception, assisting with check-in and check-out processes and general office cleaning tasks. Delivered exceptional guest service in a fast-paced environment, ensuring satisfaction during high-demand periods.
- Conducted various cleaning duties, including waste removal and laundry services.
- Identified and implemented small improvements that increased guest comfort.
Education
Certificate - Accounts Administration & Payroll
The Career Academy
02.2026 - 03.2026
Foundation Diploma - Art & Design
Colchester Institute
ColchesterSome College (No Degree) - Level 3 Art & Design
Colchester Institute
ColchesterSkills
- Data Entry
- Customer Service
- Conflict Resolution
- CRM and POS
- Data Protection
- Order Processing
- Responsible Service of Alcohol (RSA) Certified
- Food Handler Certified
- Salesforce
- KPI and SLA driven
- Scheduling
- Virtual Receptionist
Timeline
Certificate - Accounts Administration & Payroll
The Career Academy
02.2026 - 03.2026
Receptionist
TAX TODAY
02.2026 - 03.2026
Administration Support Officer
ETAX ACCOUNTANTS
06.2025 - 11.2025
Customer Service Specialist - Temporary Position
VIVA ENERGY (CXC)
03.2025 - 03.2025
Customer Service
MAGIC HAND CAR WASH
08.2024 - 01.2025
Customer Service Representative
TOTALLY 24/7
11.2023 - 07.2024
Customer Service Advisor
DILIGENTA LTD
05.2022 - 10.2023
Housekeeping & FOH
PREMIER INN
01.2021 - 05.2022
Foundation Diploma - Art & Design
Colchester Institute
Some College (No Degree) - Level 3 Art & Design
Colchester Institute