Lucy Zhang
Upper Kedron,QLD
Overview
9
9
years of professional experience
Work History
Payroll Officer/Payroll Generalist
EB Games Head Office - Payroll
Eagle Farm, Australia
12.2021 - 06.2024
- Assisting fortnightly Payroll process for both Australia and New Zealand, ensuring accuracy in calculations based on their timecards, contracts, benefits and policies
- Interpreting Awards and maintaining relevant payroll and HR knowledge
- Providing precise and timely assistance to staff on various matters, such as employment conditions, pay and leave, contracts and claims
- Maintaining and updating employee records, including personal detail changes, leave requests, pay rate changes, structural/reports to/access changes etc, ensuring accuracy, confidentiality and security of those data
- Assisting with new hires, staff movements/promotions and terminations of employees, including collaborating with HR department with recruitment, Workers Compensation claims, flexible working arrangements and terminations process
- Analysing payroll data to generate reports, for example - costings, accrued leave balance, work anniversary reports for key stakeholders within the business, payroll-related reports to government agencies like workers compensation and wages reports
Inventory Control Associate
EB Games Head Office - Loss Prevention
Eagle Farm, Australia
06.2021 - 12.2021
- Assisting an internal privacy compliance audit project, gathering information and data from various departments within the company, generating privacy risk profiles, analysing the results and reporting to the project manager/director
- Assisting stores and warehouses stocktakes, including initialising and reviewing stocktakes counts, inventory journal posting and stocktakes result analysis
- Reviewing online order verification and liaison with the finance department for red flags and fraud investigation if needed
- Resolving general inventory inquiries and assisting with stock/staff/customer fraud investigations across the business
- Coordinated with other departments to address any discrepancies or issues related to inventory management.
Customer Service Consultant
EB Games Head Office - Customer Service
Eagle Farm, Australia
09.2020 - 06.2021
- Interacting with customer via multiple channels, mainly phone and/or emails, to provide information and assistance regarding their purchases, loyalty program, products and omni-channel shopping experience
- Following through complex issues to ensure the best outcome of the resolution
- Handling customer complaints professionally and promptly, and forwarding customer feedback via appropriate channels to the relevant part of the business
- Collaborating with other customer service consultants and various departments within the business to provide the best support for the team and customers
Customer Service Consultant
Australia Post Contact Centre
Brisbane City, Australia
10.2018 - 02.2020
- Taking inbound calls/emails as well as making outbound calls from/to customers, managing their inquiries, provide further assistance regarding Australia Post services
- Providing great customer experiences, acknowledging and resolving their feedback or complaints. As a front-line agent, I was able to maintain a positive, empathetic and professional attitude when engaging with customers, clarifying their nature of the inquiry and providing the best solution to solve the problem.
- Maintaining a deep understanding of company products and services to effectively address customer’s concerns
- Participating in training sessions and workshops to improve performance and skill sets, how to better handle difficult customers and mental health wellbeing
- Completed training and obtained Certificate III in customer engagement BSB30215
Cash Office Responsible
H&M Chermside store
Chermside, Australia
02.2017 - 03.2018
- Responsible for money handling, overseeing cash register operations, deposits and payouts
- Preparing daily sales reports and account reconciliation
- Ensuring cash is secured at all times, and deposited in a timely manner following company policies and procedures
- Maintaining high levels of security protocols for cash handling and access control
- Ensuring the store compliance with company policies and legal regulations in terms of work health and safety best practice
- Assisting in monitoring and reconciling inventory discrepancies related to cash handling and transactions like refunds and exchanges
- Working closely with store managers to address cash handling related and/or HR-related issues with staff members, providing training and running workshops on various procedures to staff members
- Supporting daily operations of the store as acting manager if needed
Sales Advisor
H&M Queen Street store
Brisbane City, Australia
09.2015 - 02.2017
- Servicing customers on the sales floor, in the fitting rooms, and behind the cash desk by greeting customers, assisting them in finding products, pricing and availability inquiries
- Actively processing and replenishing garments on the floor and in the stock room
- Operating the cash desk and handling sales via cash registers accurately
- Working closely with team members to achieve sales targets on day to day basis
- Constant improving and adapting the best practices, to better engage customers and increase efficiency and productivity
Education
Master of Commerce - Accounting
Griffith University
Nathan, QLD12.2014
Master of Business - International Business
University of Queensland
St Lucia, QLD07.2013
Bachelor of Arts - English-Chinese Translation And Asian Studies
University of Queensland
St Lucia, QLD12.2011
Diploma of Interpreting (English and Mandarin) -
Sydney Institute of Interpreting And Translating
Brisbane, QLD09.2016
Certificate III in Customer Engagement -
Institute of Advanced Business
Brisbane, QLD11.2019
Skills
- Excellent customer service skills, managing customer inquiries and complaints
- Strong written and verbal communication skills, through various channels
- Self-motivated, result-oriented and desire for constant learning
- Outstanding time management and organisational skills
- Highly trustworthy, discreet and ethical
- A collaborative, team-focused mindset, able to work independently as well as in a team environment
- Fluent in spoken and written English, Chinese (Mandarin) and basic Japanese
- Office skills: administrative support, Payroll processing, HR administrative support, money handling, filing, daily sales reporting, data entry, event management, staff management
- Computer skills: Microsoft Office Suite, Access MicrOpay, Kronos, Connx, Navision, TrustArc
Career Objective
To build a varied career where I can make a contribution to a dynamic team, show my enthusiasm and use my strong communication skills to serve customers.
Accomplishments
- Been given the Casual Super Star award in 2021, Vitality award in 2022 and Integrity award in 2023 while working at EB Games head office
- Been involved in a privacy compliance audit project while working at EB Games head office, established a risk profile to prevent privacy incidents effectively
- Handled over 70 calls per day while working at Australia Post Contact Centre, resolving customers' inquiries and concerns, and achieving high in customer satisfactory ratings
- Been chosen as Employee of the Month several times while working at H&M, and was picked as one of the key supporters to travel interstates helping with new store set-up
References
- Katie E.
Payroll Manager
EB Games Head Office,
Katie.Eenink@ebgames.com
- Alistair B.
National Safety Manager
EB Games Head Office,
Alistair.Bulmer@ebgames.com
- Kerry H.
Team Manager
Australia Post Customer Contact Centre
kezjordan@hotmail.com
Timeline
Payroll Officer/Payroll Generalist
EB Games Head Office - Payroll
12.2021 - 06.2024
Inventory Control Associate
EB Games Head Office - Loss Prevention
06.2021 - 12.2021
Customer Service Consultant
EB Games Head Office - Customer Service
09.2020 - 06.2021
Customer Service Consultant
Australia Post Contact Centre
10.2018 - 02.2020
Cash Office Responsible
H&M Chermside store
02.2017 - 03.2018
Sales Advisor
H&M Queen Street store
09.2015 - 02.2017
Master of Commerce - Accounting
Griffith University
Master of Business - International Business
University of Queensland
Bachelor of Arts - English-Chinese Translation And Asian Studies
University of Queensland
Diploma of Interpreting (English and Mandarin) -
Sydney Institute of Interpreting And Translating
Certificate III in Customer Engagement -
Institute of Advanced Business