Lucy Zhang
Upper Kedron,QLD
Overview
9
9
years of professional experience
Work History
Payroll Officer/Payroll Generalist
EB Games Head Office - Payroll
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
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
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
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
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
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
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