Jassy Johnstone
Aspley,Australia
Summary
Customer Service Expert with over 15 years of experience in contact center operations, specializing in the financial sector. Proven track record in identifying illegal digital activities and potential criminal conduct, effectively communicating findings to relevant authorities. Core competencies include investigative skills, regulatory compliance, and risk management. Committed to leveraging expertise to enhance customer trust and organizational integrity.
Overview
16
16
years of professional experience
Work History
Corporate Transition Team Representative
Australian Retirement Trust
07.2022 - Current
- Specialises in Corporate and Defined Benefit Accounts and Assisting Members during an SFT and MCT transfer
- Handling Difficult SFT and MCT transitional interactions including emails and phone calls
- Utilized effective active listening, interpersonal and communication skills in collaborating with different individuals on daily basis.
- Defined Benefit, Employers, and Corporate Member Calls and Email Tasks
- Handling CSAT surveys, Complaints and Escalated calls
- Ensured compliance with company policies and procedures by all team members.
- Identified needs of customers promptly and efficiently.
- Analyzed key performance indicators to identify effective strategies.
Senior Sales Representative
Telstra Brookside
11.2019 - 07.2022
- Ensured all customer interactions were tracked accurately in the CRM system
- Monitored performance metrics such as response time, call duration and resolution rate
- Identified opportunities for improvement within the customer service process and suggested changes accordingly
Guest Service Agent
Mantra Pandanas
11.2019 - 07.2022
- Ensured all customer interactions were tracked accurately in the CRM system
- Monitored performance metrics such as response time, call duration and resolution rate
- Identified opportunities for improvement within the customer service process and suggested changes accordingly
Senior Operational Officer
Betting.club
03.2016 - 04.2018
- Adhered strictly to departmental guidelines related to confidentiality protocols when dealing with sensitive information
- Knowledge of in ASIC, AUSTRAC policy and guidelines specifically for Bookmakers and betting agencies
- Identified opportunities for improvement within the customer service process and suggested changes accordingly
- Ensured compliance with applicable regulations when processing payments
- Resolved escalated customer service inquiries as needed.
- Analyzed customer feedback data, identified trends and developed action plans for addressing issues.
- Collaborated with other departments to resolve any interdepartmental conflicts or issues.
Payment Operational Officer
William Hill Online
Taguig City, Philippines
03.2012 - 06.2015
- Maintained accurate records of all transactions using company software systems
- Provided technical support for internal staff on the use of various payment systems
- Ensured compliance with applicable regulations when processing payments
Call Centre Agent
KGB Philippines
Makati City, Philippines
09.2008 - 10.2011
- Built trust with customers through personalized conversations
- Managed and resolved issues with customers during calls by following determined script
- Met performance goals and KPI’s and call centre metrics in fast-paced performance setting
- Offered additional products or services to enhance customer experience.
- Developed effective working relationships with team members across multiple departments.
Education
Some College (No Degree) - Computer Programming / Coding
Datamex College
Skills
More than 2 years of experience in the superannuation financial industry
Experienced in Anti-Money Laundering (AML) and CTF programs
Knowledgeable in ASIC, AUSTRAC, APRA policy, and guidelines
Skilled in analyzing financial transactions and patterns to detect suspicious activities, including documentation inspection
Knowledgeable in international and domestic PEP procedures
Experienced in collaborating with a team
Has excellent judgment abilities, and verbal and written communication skills
jass.portillano@yahoo.com, jassy.johnstone@art.com.au
References
References available upon request.
Timeline
Corporate Transition Team Representative
Australian Retirement Trust
07.2022 - Current
Senior Sales Representative
Telstra Brookside
11.2019 - 07.2022
Guest Service Agent
Mantra Pandanas
11.2019 - 07.2022
Senior Operational Officer
Betting.club
03.2016 - 04.2018
Payment Operational Officer
William Hill Online
03.2012 - 06.2015
Call Centre Agent
KGB Philippines
09.2008 - 10.2011
Some College (No Degree) - Computer Programming / Coding
Datamex College
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