Lilly Ah Fua
Fraiser rise,Australia
Summary
Highly qualified professional with over 10 years of experience in a fast-paced customer service and call center environment. Adept at effectively recovering tax debts. Proficient in Microsoft Office, including Word, and experienced in the retail industry. Possesses excellent communication skills. Seeking a position where abilities and experiences can be skillfully applied to achieve the company's goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Anz Worldline (ANZ)
01.2022 - Current
- Service Inbound and Outbound calls
- Resolve disputes and complaints
- Assist the customers with their enquiries
- Assist with providing the fees that the customers get charged on
- Resolve the Eftpos and online facility issues
- Handling customer enquiries via phone and email
- Providing accurate information about products and services
- Resolving customer issues and complaints in a timely and professional manner
- Maintaining detailed and accurate records of customer interactions
- Collaborating with other departments to ensure customer satisfaction
- Identifying opportunities to improve customer service processes
- Complete all tasks within designated time-frames to ensure operational efficiency
- Take responsibility to ‘know your customer’ from a risk perspective
- Contribute to a significant uplift in customer engagement and advocacy
- Assist with logging in online and set up the authenticator apps
- Assist with resetting the password
- Resolve enquiries relating the settlement payments and Eftpos machines
Collection Officer
Recoveries Corp (Origin)
03.2020 - 09.2021
- Service Inbound and Outbound calls
- Investigate, identify and establish connections with customers
- Actioning incoming correspondence via email and mail
- Investigative skills on accounts
- Provide insights and improvement initiatives
- Take payments over the phone
- Negotiate payments
- Handle queries
- Evaluate customers’ ability to pay
- Assist customers with
- Detailed and accurate file actioning notes for customer interactions
- Comply with clients, company policies & procedures
- Used CRM, SAP, Utility Relief
- Contacting overdue customers by phone, email and SMS
- Negotiating and monitoring payment plans
- Liaising with various departments to solve queries
- Handling sensitive cases about hardship
- Investigating and Skip tracing
- Keeping track of assigned accounts to identify outstanding debts
- Planning course of action to recover outstanding payments
- Locating and contacting debtors to inquire about their payment status
- Update account status and database regularly
- Handle questions and complaints
Debt Collector
Recoveries Corp (ATO)
01.2019 - 04.2020
- Service Inbound and Outbound calls
- Action Inbound Corresponds via email and mail
- Handle questions and complaints
- Update account status and database regularly
- Investigate and resolve discrepancies
- Negotiate payoff deadlines or payment plans
- Collect outstanding debts from debtors and achieve collection targets to ensure positive cash flow
- Direct enquiries to the relevant department
- Adhere to customer policies and procedures
- Maintain security and confidentiality of company and customer information
- Grant additional time to discuss obligations by assessing the individual’s condition caused by unforeseen complications
- Maintaining appropriate and comprehensive records of all customer discussions
- Reporting daily progress against targets to the Team Leader
- Developed, updated and maintained a database of existing and potential customers in Siebel Client Management System, ATO Integrated System, Integrated Core Processing, The system, Case Management System, Risk Assessment Profiler Tool, Instalment Processing System, Cooperate Applications, Dos systems and Macro tools
Customer Service Representative
Probe Group (Centrelink)
05.2018 - 09.2018
- Assisting with general enquiries
- Data Entry
- Payment schedules
- Reminding clients about online services
- Communicate with the customer over the phone and via email
- Update customer’s details
- Answer and make phone calls
- Assist customers with Child Care Subsidy
- Transfer customers to internal agencies
- Answered customer telephone calls promptly to avoid on-hold wait times
Customer Service
Hungry Jack's
05.2016 - 03.2017
- Dealing with Hygiene and food safety
- General cleaning duties
- Upselling
- Meet and greet customers
- Dealing with customer concerns
- Customer Service (face-to-face and drive-thru)
- Prepare and cook food
- Clean equipment and restaurant areas
- Teamwork
- Handling money and balancing
- Host birthday Parties
- Ensure Occupational Health And Safety rules are followed
- Handling food and services
- General cleaning and maintenance
Voluntary Worker
The Church of Jesus Christ
04.2014 - 11.2015
- Taught meaningful principles and lessons to people of all ages
- Effective planning, setting goals, and delivering results
- Teamwork
- Follow-up calls
- Speaking to everyone in general
- Managing budget and daily routine
- Give service to local communities and families or individuals
- Schedule appointments
Customer Service Consultant
NATIONAL AUSTRALIA BANK
01.2013 - 04.2015
- Updating customer details and transaction queries
- Answering incoming calls
- Make inbound calls
- Solving Customer's enquiries
- Deal with bankers and solicitors according to the settlement
- Input appropriate data for new and existing clients
- Ensuring all deadlines and requirements are met for all clients
- Update bankers on the location of the customer’s mortgage certificate
- Collaborate with stakeholders
- Manage and resolve customer complaints
- Follow up on customers details with other departments
- Data Entry
Customer Service
Hungry Jack's
12.2012 - 01.2014
- Customer Service (face to face)
- Cash handling
- Ensure Occupational Health and Safety rules are followed
- Host birthday parties
- Handling food and service
- General cleaning and maintenance
- Trained staff on operating procedures and company services
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Customer Service Assistant
Target Pty
06.2010 - 10.2012
- Maintain store stock level
- Cash handling
- Provide exceptional customer service
- Achieve sales targets
- Stocktaking
- Display and replenishment stocks
- Managed weekly sales display
- Cashier person
- Handle customer complaints
- Answered customer questions about product availability and shipment times
Education
Certificate 2 - Flight Attendance
Australia Aviation Industry
Brisbane, QLD04.2011
Skills
- Customer-centric
- Results-focused
- Strong customer service
- Clear interpersonal communication
- Collaborative teamwork
- Strong attention to detail
- Reliable time management
- Consistent dependability
- Adjustable problem-solving
- Flexible in diverse environments
- Proficient in simultaneous tasks
- Experienced in operating various systems simultaneously
- Experience in high-pressure settings
- Ability to adapt to changing priorities
- Problem analysis and solution
- Outstanding communication skills
- Detail-oriented data entry
- Customer engagement
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved result by completing task with accuracy and efficiency.
- Resolved product issue through consumer testing.
Certification
- Certificate 2 in Aviation: Flight Attendance- Australia Aviation Industry
Certificate
Certificate of Achievement :
Certificate 2 in Aviation: Flight Attendance
Australia Aviation Industry - Brisbane, QLD
Languages
English
Professional Working
Timeline
Customer Service Agent
Anz Worldline (ANZ)
01.2022 - Current
Collection Officer
Recoveries Corp (Origin)
03.2020 - 09.2021
Debt Collector
Recoveries Corp (ATO)
01.2019 - 04.2020
Customer Service Representative
Probe Group (Centrelink)
05.2018 - 09.2018
Customer Service
Hungry Jack's
05.2016 - 03.2017
Voluntary Worker
The Church of Jesus Christ
04.2014 - 11.2015
Customer Service Consultant
NATIONAL AUSTRALIA BANK
01.2013 - 04.2015
Customer Service
Hungry Jack's
12.2012 - 01.2014
Customer Service Assistant
Target Pty
06.2010 - 10.2012
Certificate 2 - Flight Attendance
Australia Aviation Industry
Similar Profiles
Zohaib Imtiaz Qazi - (PMP)®Zohaib Imtiaz Qazi - (PMP)®
Project Portfolio Manager at ANZ WorldlineProject Portfolio Manager at ANZ Worldline
Chevy PalmerChevy Palmer
SENIOR ENTERPRISE GROWTH SPECIALIST at ANZ WORLDLINESENIOR ENTERPRISE GROWTH SPECIALIST at ANZ WORLDLINE
Dickson KohDickson Koh
Acting Deputy Chief Risk Officer (Deputy Head of Security, Risk and Compliance) and Head of Risk, Australian Entities at ANZ Worldline Payment SolutionsActing Deputy Chief Risk Officer (Deputy Head of Security, Risk and Compliance) and Head of Risk, Australian Entities at ANZ Worldline Payment Solutions