Summary
Overview
Work History
Education
Skills
Accomplishments
Other Information
Timeline
Generic

Katerina Kangas

Summary

HR professional with extensive background in optimizing workforce strategies and driving organizational success. Known for effectively managing employee relations and ensuring compliance with industry regulations. A collaborative team player focused on achieving results and adapting to evolving business needs. Proficient in performance management, and strategic planning.

Overview

21
21
years of professional experience

Work History

Human Resource Consultant

Commonwealth Bank
01.2022 - Current
  • Interact with customers, employees, Managers, External Candidates, ex-employees and other Stakeholders through all channels weather it is phones, email, chat or forms to determine their need and provide high quality advise and support.
  • Resolve customer enquiries and/ or complaints in a prompt professional manner to ensure first call email chat resolution.
  • Act as a change agent advise and guide managers on complex HR policies, processes and procedures including managing diversity, safety, health and wellbeing enquiries. Understanding awards and agreements and how to apply them in the workplace.
  • Mitigate risk to the group by effectively working through and coaching managers on workplace issues and processes which include but not limited to workplace conduct and breaches of group policies, termination and abandonment of employment, managing excessive personal illness, performance management and formal warning process and workplace grievance.
  • Acting as a agent to guide and advise Executive managers, PA, General Managers and above on complex HR policies processes and procedures.
  • Adhere to the codes of conduct. Codes of conduct sets the standard of behaviour, actions and decisions we expect of our people.

Human Resource Adviser

Commonwealth Bank
01.2021 - 01.2022
  • Delivering exceptional HR support in a Contact Centre environment to all Commonwealth Bank group employees across Australia, New Zealand, Indonesia and India.
  • Interacting with employees through all communication channels including phone, live chat, forms and emails to determine their needs provide high quality advice and support.
  • Advising employees of Enterprise Agreements terms including company policy and procedures.
  • Analyzing payroll information for pay discrepancies including overpayments and underpayments.
  • Assisting in employee job change, promotions, secondments and dismissal.
  • Advising Managers with employee performance and salary reviews.
  • Guiding new employees with on onboarding tasks while maintaining positive corporate image.
  • Using industry specific software such as Global View, SAP, Workday, PeopleSoft HR, MS Teams, Pega and Amazon Chat to complete day-to-day tasks.
  • Maintaining strict confidentiality and privacy of all company and employee information.
  • Undertaking investigations to identify employee fraud or misconduct discrepancies.

FAS- Financial Assistant Services Agent

Commonwealth Bank
01.2020 - 01.2021
  • First point of contact for all Hardship Customer Phone Enquiries.
  • Completing Financial budgets with customers to get an understanding of the financial position.
  • Coming up with a solution for the customer that is best for them to help them out of hardship.
  • Setting up payment plans so the customer can make payments to pay their liabilities off.
  • Vital to take accurate note as next FAS agent needs to know what you spoke about with the customer.
  • Following KYC and being able to identify them, providing call monitoring statement (CMS).
  • Ensure compliance with all internal controls and established policies and procedure.
  • Being able to navigate 3 different monitors working a number of different systems all at the one time.
  • Current systems we are using as FAS agents are Commsee, OSCA, TCS, HLS, Neo, Microsoft Teams, Skype, Outlook, OneNote, SAP, Oracle.

Customer Service Specialist

Commonwealth Bank
01.2017 - 01.2020
  • First point of contact of all customer enquiries.
  • Creating and closing of customer accounts, Renew Term Deposit accounts.
  • Completing Money Transfer both Internationally and Nationally.
  • Assisting Customer enquiries for Cheque and Savings Accounts including other Bank related products.
  • Resolving any issues or problems related to Customer's Accounts.
  • Explain, advise and promote Bank products and services to customers optimizing revenue streams.
  • Identify any referral opportunities and make relevant referrals maximize targets are met.
  • Ensure compliance with all internal controls and established policies and procedure.
  • Update personal and business information maintaining confidentiality and privacy.

Customer Service Representative

Commonwealth Bank
01.2016 - 01.2017
  • Preparation of Coin Orders, Process Large Cash Withdrawals.
  • Examine Checks for endorsements, verify information of the persons and legality of the documents.
  • Data Entry of Account information and issuing of Receipts.
  • Balancing of Currency, Coin, and Cheques in Cash Drawers calculate daily transactions.
  • Performing specialized tasks such as preparing Cashier's Cheques and Exchanging Foreign Currency.
  • Record all transactions promptly, accurately and in compliance with bank procedures.
  • Answer enquiries regarding Cheque and Savings Accounts and other Bank related products.
  • Explain, advise and promote Bank products and services to customers optimizing revenue streams.
  • Identify any referral opportunities and make relevant referrals maximize targets are met.
  • Ensure compliance with all internal controls and established policies and procedure.

Health Information Service Clerk

Chris O'Brien Lifehouse
01.2015 - 01.2016
  • Preparing highly personal and confidential Medical Records each day and identifying and adding correct paperwork to each Medical Record.
  • Maintaining strict Archiving etiquette ensuring all Patient Record are located correctly.
  • Answering phone and emails of Patient related matters upholding confidentiality at all times.
  • Scanning and Data Entry of all Patient Documentation into the secure Medical System. Printing and Assembling of Medical Records.
  • Releasing Patient information to external Doctors as per Patient's or Doctors request.
  • Use of Cerner, Meditech, Vetro and Kofax Medical Practice Software.
  • Bulk Billing of Medicare as per Commonwealth Government of Australia requirements

Administration Officer

Royal Princess Alfred Hospital
01.2013 - 01.2015
  • Use of Cerner and Centricity Medical Practice Software.
  • Bulk Billing of Medicare as per Commonwealth Government of Australia requirements.
  • Answering phone and emails of Patient related matters upholding confidentiality at all times.
  • Booking and Amending Patient appointments.
  • First point of contact of all patients on arrival.
  • Preparing highly personal and confidential Medical Records including Appointments.
  • Organizing Patient results as to best allow the Patients to understand the Medical Information.
  • Scanning and Data Entry of all Patient Documentation into the secure Medical System.
  • Following up external agencies on behalf of Patient's; ie. Blood Results.
  • Dictaphone typing, typing up urgent reports and referrals for Doctors about Patient Conditions.

Medical Receptionist

Marrickville Metro Medical Centre
01.2012 - 01.2015
  • Use of Medical Director and Pracsoft Medical Practice Software.
  • Bulk Billing of Medicare as per Commonwealth Government of Australia requirements.
  • Answering phone and emails of Patient related matters upholding confidentiality at all times.
  • Booking and Amending Patient appointments.
  • Greet patients on arrival and courteously advise them of any delays.
  • Have patients' medical records available on arrival for Doctors.
  • Obtain appropriate personal and medical details from new patients on arrival.
  • Issue invoices and receipts to Medical Facilities, Service Providers, Insurance Companies or Patients.

Customer Service Assistant/ Crew Trainer

McDonald's
01.2004 - 01.2012
  • Front line Customer service directly with the Public.
  • Following all Company and Government Work Health and Safety (OH&S) requirements.
  • Thorough cleaning of Equipment, Floors, Counters and other Kitchen related items or areas used.
  • Training new Employees and Up-Skilling existing Employees.
  • Exchanging of money from customers at the Register (Point of Sale).
  • Fast paced Cash Handling and Transactions.

Education

Bachelor - Business and Commerce (Human Resource/ Industrial Relations)

Cert III - Financial Services

Higher School Certificate - undefined

Business & Commerce Majoring in HR And IR

University of Western Sydney
Parramatta, NSW

Skills

  • Team building
  • HR policies and procedures
  • Human resources support
  • Adaptability
  • Complaint handling
  • Human resources management systems
  • Complex Problem-solving

Accomplishments

Promoted from HR Advisor to Consultant within a year on the back of strong quality results and providing accurate and quality advice.

Other Information

Fluent in both English and Greek (Oral/Written).

Timeline

Human Resource Consultant

Commonwealth Bank
01.2022 - Current

Human Resource Adviser

Commonwealth Bank
01.2021 - 01.2022

FAS- Financial Assistant Services Agent

Commonwealth Bank
01.2020 - 01.2021

Customer Service Specialist

Commonwealth Bank
01.2017 - 01.2020

Customer Service Representative

Commonwealth Bank
01.2016 - 01.2017

Health Information Service Clerk

Chris O'Brien Lifehouse
01.2015 - 01.2016

Administration Officer

Royal Princess Alfred Hospital
01.2013 - 01.2015

Medical Receptionist

Marrickville Metro Medical Centre
01.2012 - 01.2015

Customer Service Assistant/ Crew Trainer

McDonald's
01.2004 - 01.2012

Cert III - Financial Services

Higher School Certificate - undefined

Bachelor - Business and Commerce (Human Resource/ Industrial Relations)

Business & Commerce Majoring in HR And IR

University of Western Sydney

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Katerina Kangas