Joel Thomas
Sydney,Australia
Summary
Motivated and adaptable customer service professional with extensive experience in high-volume call centre environments, inbound and outbound case handling, and administrative triage. Skilled in conflict de-escalation and customer education across banking and legal domains. Known for exercising sound judgment and empathy under pressure, adhering to strict procedures, and maintaining high levels of professionalism. Currently, I am completing a double degree in Law and Commerce at Macquarie University.
Overview
4
4
years of professional experience
Work History
Early Customer Engagement Specialist
Commonwealth Bank
01.2024 - Current
- Manage high volumes of outbound customer calls to resolve arrears and identify financial hardship solutions.
- Guide customers on secure banking practices and educate them on policy options to prevent escalation.
- Regularly assist distressed or vulnerable customers facing financial pressure, using empathy and calm communication to de-escalate emotionally charged situations.
- Investigate and verify transactions through Comsee, PCC, and HLS to identify potential fraud or payment discrepancies.
- Record comprehensive and compliant call notes to support audit and resolution processes.
Lead Generator
Ray White Diamantidis Group
01.2023 - 01.2024
- Conducted outbound cold calls to homeowners to identify legitimate sales opportunities.
- Used persuasive communication and objection handling to book inspections and appraisals.
- Coordinated with sales executives to update calendars and ensure seamless follow-ups.
Tribunal Attendant – Migration & Refugee Division
NSW Administrative Appeals Tribunal
01.2022 - 01.2024
- Handled inbound enquiries via Avaya phone system, collecting key case details and triaging to the correct division.
- Liaised with applicants to schedule and prepare for hearings, ensuring procedural accuracy and clarity.
- Supported emotionally distressed applicants — often facing potential visa loss — by showing empathy, de-escalating tension, and providing calm, respectful assistance.
- Maintained a professional and non-judgmental approach while managing high-stress interactions.
- Monitored and processed high volumes of sensitive email communications using Casemate CRM.
- Maintained accurate digital records and supported day-to-day operations under strict administrative protocols.
Education
HSC -
Penrith Selective High School
01.2020
Bachelor of Law and a Bachelor of Commerce - Property and Contract law, Equity and Trusts, Computing, Accounting, Statistics, Finance, Marketing, Management
Macquarie University
Skills
- Customer engagement
- Financial hardship solutions
- Secure banking practices
- Call note documentation
- CRM software
- Emotional intelligence
References
- Shayne Philips, Team Leader, 0407 255 863, Commonwealth Bank
- Chanise Jamohur, senior tribunal officer, 0413 601 314, Administrative Appeals Tribunal
- Jerom Palackalody, Sales Executive, 0481 287 515, Ray White Diamantidis
Timeline
Early Customer Engagement Specialist
Commonwealth Bank
01.2024 - Current
Lead Generator
Ray White Diamantidis Group
01.2023 - 01.2024
Tribunal Attendant – Migration & Refugee Division
NSW Administrative Appeals Tribunal
01.2022 - 01.2024
HSC -
Penrith Selective High School
Bachelor of Law and a Bachelor of Commerce - Property and Contract law, Equity and Trusts, Computing, Accounting, Statistics, Finance, Marketing, Management
Macquarie University
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