Katreen Toma
Sydney,Australia
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
13
13
years of professional experience
Work History
Administrative Officer
Downer
05.2025 - Current
- Direct and manage the allocation of works to their Service Delivery Partners (SDPs), including managing variation request protocols through both process and system.
- Monitor and follow up on the progress of works to completion
- escalations as per the established procedures.
- Maintain accurate and up-to-date records of all maintenance requests and their progress in the client system.
Customer service officer
Schindler
Sydney, Australia
02.2018 - Current
- Respond to inbound calls and log data
- Allocate service calls to technicians accurately and efficiently
- Problem solving and maximising customer satisfaction
- Monitor technician rosters and daily schedules
- Ensure data integrity and accuracy
- Comply with all WH&S responsibilities
Claims officer
Suncorp
Sydney, Australia
10.2017 - 02.2018
- Verifying information listed on forms against other sources and by inquiring directly with claimants.
- Investigate questionable claims, interviewing agents and claimants to resolve issues.
- Served customers by going above-and-beyond to offer exceptional support for all needs.
- Managed files and continuously updated and organized records.
- Processing insurance applications, claims, adjustments to insurance cover and standard endorsements.
- Engaging with customers on the phone and via email.
- Dispatching updates, notices of premiums due and other forms concerning continuation and transfer of insurance.
Technical support
Eftpos nz
Wellingtom, New Zealand
02.2017 - 08.2017
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
- Diagnosed and resolved technical hardware and software issues.
- Protected confidential customer information with consistent use of established security protocols.
- Met performance targets by guiding calls with excellent communication skills and decisive approach.
- Supported team computer needs with skilled installation of devices, cables and software.
- Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees.
- Helped users via telephone to diagnose and triage problems.
- Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software.
Loan processor
Cash stop
Sydney, Australia
10.2016 - 02.2017
- Approved or denied loans based on strict risk factors such as financial status and credit histories.
- Established effective credit policies and lines, procedures and standards for loans in collaboration with senior management.
- Identified positive and negative markers in applicant financial histories through careful reviews.
- Determined risk level and feasibility of granting loans based on standard calculations.
- Controlled clients' costs by establishing payment priorities based on credit terms and interest rates.
- Obtained overdue payments, reaching out to delinquent account holders to set up repayment plans.
Customer service
Anz
Wellington, New Zealand
04.2012 - 06.2016
- Uphold recordkeeping requirements by fully documenting each transaction.
- Maintained strict compliance with banking standards, regulations, and laws.
- Helped customers achieve financial goals with active referrals to on-site specialists.
- Served customers with diverse banking needs, processing basic transfers and updates as well as advanced services.
- Sold products to customers during routine service calls using strong cross-selling abilities.
- Identified causes of product malfunctions and credited affected customers.
- Met inbound customer needs while maintaining strict performance targets.
- Giving accurate bank product information.
Education
Diploma - business communication
Weltec
Wellington, New Zealand03.2011
Skills
- Process improvement
- Time management
- Technical troubleshooting
- Problem solving
- Communication
- Attention to detail
- Data entry
Languages
Assyrian
Timeline
Administrative Officer
Downer
05.2025 - Current
Customer service officer
Schindler
02.2018 - Current
Claims officer
Suncorp
10.2017 - 02.2018
Technical support
Eftpos nz
02.2017 - 08.2017
Loan processor
Cash stop
10.2016 - 02.2017
Customer service
Anz
04.2012 - 06.2016
Diploma - business communication
Weltec