Kaaren Casey
Whroo,VIC
Summary
A Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
22
22
years of professional experience
Work History
Accounts Manager
SJC Maintenance Pty Ltd
03.2012 - Current
- Implemented efficient billing procedures to reduce outstanding receivables and improve cash flow.
- Streamlined account management processes for better organization and time management.
- Resolved complex customer issues, maintaining professionalism and preserving long-term relationships.
- Managed payroll operations for employees.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Kept detailed records of daily activities through online customer database.
- Prepared monthly financial statements, budgets, forecasts and cash flow projections.
- Managed and maintained a comprehensive system of accounts receivable, accounts payable, payroll, and general ledger operations via Xero.
- Analyzed financial data to identify potential areas of cost savings or revenue enhancement.
- Coordinated annual audits with external auditors; ensured full disclosure of information needed for audit purposes.
- Advised senior management on complex financial issues impacting profitability.
- Identified discrepancies between actual results versus budget and forecast expectations.
- Reviewed existing contracts for renewal opportunities or amendments needed prior to submission.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Identified ways to improve efficiency in operations and implemented process changes.
- Developed Tendered project plans, tracked progress, and reported results to stakeholders.
- Resolved workplace issues in accordance with company policy and legal guidelines.
- Recruited and onboarded new employees, ensuring compliance with regulatory requirements.
- Conducted exit interviews to gain insight into reasons for departure from the company.
- Documented all audit findings, prepared detailed reports for management review.
- Reconciled various bank accounts associated with payroll activities on a periodic basis.
- Reviewed timesheets and pay calculations for accuracy prior to submission of payments.
- Kept track of leave time, such as vacation, personal, and sick leave, for employees.
- Computed wages and deductions and entered data into computers.
- Processed paperwork for new employees and entered employee information into payroll system.
Office Administrator / Various Projects and Tender
Central Asphalt Group
03.2014 - 03.2020
- Answered phone calls and emails from clients to address questions, complaints, and needs.
- Utilized computer software to complete various administrative tasks.
- Trained newly hired employees regarding company procedures, standards and goals.
- Maintained confidential records in accordance with company policy and legal requirements.
- Created and maintained filing systems, both electronic and paper-based, for easy access to information.
- Managed reception area, greeting visitors in a professional manner.
- Participated in management meetings to discuss new directives and offer insights and suggestions to improve procedures.
- Provided technical assistance with computer hardware and software issues when needed.
- Conducted regular reviews of existing policies and procedures to identify areas for improvement within the business.
- Maintained and submitted records of all superannuation & Long service Leave transactions and investments.
- Maintained accurate records of all services performed on each vehicle; documented parts used and labor hours required to complete jobs.
- Created educational materials for workers on proper use of protective equipment.
- Inspected specified areas to ensure presence of fire prevention equipment, safety equipment, and first-aid supplies.
- Maintained and updated emergency response plans and procedures.
- Led team meetings focused on problem solving strategies and solutions development initiatives.
Telephony Solutions Specialist
Telecom Plus
10.2007 - 03.2011
- Developed and implemented innovative solutions to complex customer problems.
- Documented processes and procedures for installation, configuration, maintenance, troubleshooting, and upgrades of systems.
- Performed cost-benefit and needs analysis to meet existing and potential customer needs.
- Tracked, investigated and resolved customer questions and issues of varying complexity by phone, email and in-person.
- Created and maintained training manuals, help guides and documentation for use by teammates and clients.
- Developed solutions to improve efficiency of existing telecom infrastructure.
- Instructed in use of voice, video, and data communications systems.
- Provided technical support for customers, answering questions and resolving issues in a timely manner.
- Maintained current knowledge of relevant technology as assigned.
- Evaluated customer feedback regarding existing solutions and proposed improvements.
- Verified successful completion of requested services through follow-up calls with customers.
- Maintained up-to-date knowledge of current industry standards, technologies and best practices.
- Conducted remote desktop sessions with customers to diagnose and resolve technical problems.
- Maintained customer service focus at all times while responding quickly and effectively to customer needs.
- Collaborated with other departments to ensure timely resolution of technical problems.
- Utilized ticketing system to track all customer interactions, document resolution steps and record case history information.
- Provided technical support to customers by troubleshooting and resolving hardware, software and network related issues.
- Identified root causes of technical issues and developed solutions accordingly.
- Diagnosed hardware and software faults using diagnostic tests and troubleshooting methods.
- Coordinated with other departments to resolve customer complaints or requests.
- Maintained a high level of professionalism when dealing with difficult customers.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Assisted customers with product selection by providing detailed information about available products and services.
- Performed data entry of customer Gas and Electricity readings into database systems accurately and efficiently.
Customer Operations Executive
Optus Telecommunications
10.2001 - 09.2006
- Reporting of IVR and RVA routing and calls lost due to service levels. Highlight impacts to work force and internal service level agreements.
- Subject matter expert for Data/IP packages and billing, including pricing changes and billing solutions.
- Resolve complex billing issues for all products.
- Accept escalated complaints from centre managers and team leaders to resolve concerns and achieve Win/Win solutions.
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.
- Maintained customer satisfaction by gathering actionable insights and offering solutions.
- Worked effectively in fast-paced environments.
- Quality assurance Assessor for correspondence for team to ensure, policy and procedures are met, and customer satisfaction levels are achieved and exceeded.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
Education
High School Diploma -
Kaniva Secondary College
Kaniva12.1993
Skills
- Account Management
- Business Administration
- Database entry
- Inbound phone call handling
- Complaint resolution
- Call center experience
- Building rapport
- Dispute Resolution
- Customer Relations
- Leadership and supervision
- Office Administration
- Customer Service
Off Grid Living, Sustainable lifestyle solutions, Homestead Gardening.
My family made a decision to return to a simpler lifestyle when we purchased our 50 Acre Block in the Goulburn Valley during the Pandemic. We use only Solar energy, Rain water, and our own supply of home grown fruit and vegetables, collect eggs from our 19 free range chicken eggs and honey from our 5 Bee Hives.
Timeline
Office Administrator / Various Projects and Tender
Central Asphalt Group
03.2014 - 03.2020
Accounts Manager
SJC Maintenance Pty Ltd
03.2012 - Current
Telephony Solutions Specialist
Telecom Plus
10.2007 - 03.2011
Customer Operations Executive
Optus Telecommunications
10.2001 - 09.2006
High School Diploma -
Kaniva Secondary College
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