Summary
Overview
Work History
Education
Skills
Timeline
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John Malaki

West Melbourne,VIC

Summary

  • Left the professional workforce 2 years ago to become a full time stay-at-home father to my 2 young daughters and son (at primary school) while my wife works full time in a Senior Leadership role
  • Energetic professional with over 15 years customer service experience and a wealth of highly transferable skills.
  • Demonstrated ability to navigate a wide range of challenges while ensuring the streamlined, timely execution of critical tasks.
  • Eager and excited to get back into the workforce to support our household financially in a part time capacity.
  • Open and eager to securing employment in a variety of areas/industries.

Overview

13
13
years of professional experience

Work History

Stay At Home Dad

Self Employed
01.2021 - Current
  • Full time care for my 3 children (8 year old at school, 5 year old at home and 2 year old at home)
  • Homeschooling two young children
  • Helping children with their homework
  • Create and coordinate a detailed calendar of activities & events including scheduling outings and play dates
  • Managing family finances - expenses, creating detailed effective budgets
  • Cleaning and keeping the home tidy
  • Planning nutritious meals and cooking them
  • Navigate complex interpersonal challenges, mediating issues to build vital communication and issue resolution skills.

Customer Care Expert

Optus
06.2019 - 01.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Managed inbound and outbound calls including sales support, service, financial & technical support
  • Maximised existing customer value through up-sell and x-sell activities and converting inbound calls
  • Complaint management - providing appropriate solutions & alternatives within the time limits & follow up to ensure resolution
  • Collaborate with peers on a daily basis to ensure the correct customer support is provided
  • Offers solutions that are tailored to individual circumstances that customers may experience as a result of financial hardship.

Customer Service Representative

Tenix Solutions
05.2015 - 06.2019
  • Facilitate and encourage the clearance of debts by providing all relevant payment options for finalisation of fines
  • Negotiating and setting up arrangement for part payment, detailing methods of payment for infringements, enforcement orders, penalty notices and various types of warrants within business guidelines
  • Provide accurate information to callers, in a courteous professional manner when responding to enquiries in relation to traffic infringements, court order and warrant enquiries
  • Strict adherence to policies, procedures and legislative requirements when providing information to callers.
  • Advising the public of their rights and obligations under the relevant Acts
  • Providing advice in relation to traffic Camera Office, Infringement Management Enforcement System and Sheriffs Office to members of the public, financial counsellors, caseworkers, sheriffs officers, solicitors, police officers, council staff and representatives of the Magistrates Court
  • Accurate data entry of call summary into the computer system to create case history after each call
  • Accurate processing of requests made and promised actions as a result of the call.

Mortgage Settlement Fulfillment Officer

ANZ Bank
07.2013 - 04.2014
  • Liaison with brokers, solicitors, conveyances and financial institutions to book settlement of discharge requests
  • Responsible for the processing final payout figures from financial institutions
  • Inbound calls from brokers, solicitors, conveyances and financial institutions to ensure that processing and fulfillment duties are completed Work tasks consistently to meet all agreed SLA's whilst reducing inconsistencies associated with risk and errors
  • Work completed within ANZ set policies, procedures and standards Personal Loans Fulfillment Officer at ANZ, Melbourne.

Personal Loans Fulfillment Officer

ANZ Bank
11.2010 - 07.2013
  • Responsible for the processing and requesting of information and documentation relevant to the fulfillment of a personal loan application, which includes application checking and processing letter of offer contracts
  • Outbound calls made to customers to request documents, request information, inform customers of interest rates, and verifying employment
  • Inbound calls of customers wishing to draw down loans with an accurate timely completion of customer drawdowns.
  • Effective liaison with customers (internal & external) and other ANZ departments as appropriate to ensure that processing and fulfillment duties are completed
  • Work tasks consistently to meet all agreed SLA’s whilst reducing inconsistencies associated with risk and errors
  • Work completed within ANZ set policies, procedures and standards.

Education

Information Technology Training Institute (ITTI)
New Zealand
2008

Certificate in System Administration (MCSA) -

Information Technology Training Institute (ITTI)
New Zealand
2008

Skills

  • High-energy attitude
  • Excellent Communication
  • Inbound and Outbound Calling
  • Organisation and Time Management
  • Conflict Mediation
  • Microsoft Office expertise
  • Cooking
  • Planning calendars
  • Budgeting

Timeline

Stay At Home Dad

Self Employed
01.2021 - Current

Customer Care Expert

Optus
06.2019 - 01.2021

Customer Service Representative

Tenix Solutions
05.2015 - 06.2019

Mortgage Settlement Fulfillment Officer

ANZ Bank
07.2013 - 04.2014

Personal Loans Fulfillment Officer

ANZ Bank
11.2010 - 07.2013

Information Technology Training Institute (ITTI)

Certificate in System Administration (MCSA) -

Information Technology Training Institute (ITTI)

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John Malaki