Summary
Overview
Work History
Skills
References
Timeline
Generic

Maria Zrno

Lanecove,NSW

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.

Overview

12
12
years of professional experience

Work History

Revenue Clerk/Inbound Customer Service Representative

NSW Ambulance
Gladesville, NSW
11.2023 - Current
  • Ensured compliance with relevant government regulations related to revenue collection.
  • Verified accuracy of invoices and billing statements.
  • Provided customer support services by responding to inquiries about payment options, policies and procedures.
  • Analyzed data to identify trends in customer behavior that could improve sales volume or revenue collections.
  • Resolved disputes regarding billing errors or incorrect charges by researching account information and communicating with customers directly via phone or email.
  • Assisted customers in setting up payment plans when necessary for overdue accounts.
  • Coordinated with other departments within the company to ensure timely collection of payments from customers.
  • Utilized various software programs such as Microsoft Excel to enter, track, update and report financial data.
  • Updated internal databases with new customer account information as needed.
  • Checked postings and documents for correctness, accuracy and proper coding.
  • Performed financial calculations for amounts due, interest charges and balances.

Customer Service Specialist/Trainer Assessor

Australian Taxation Office
Parramatta, NSW
02.2013 - 11.2022
  • Answered incoming customer inquiries regarding product and service information.
  • Responded to customer emails with accurate product and service information.
  • Assisted customers with account maintenance such as resetting passwords and updating contact information.
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Researched complex issues raised by customers, identified solutions, and provided timely responses.
  • Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Developed strategies for improving customer service processes based on feedback from customers and team members.
  • Provided technical support for troubleshooting software applications used by customers.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided feedback on employee performance based on observed results during training sessions.
  • Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
  • Facilitated group discussions between participants to promote active engagement in learning activities.
  • Documented all training activities including attendance records, feedback forms, surveys.
  • Adapted teaching methods according to the needs of individual learners or groups.
  • Maintained up-to-date records of trainee progress and provided regular updates to management team.
  • Recommended changes or improvements in existing training processes as needed.
  • Resolved any issues raised by participants during the training session in a timely manner.
  • Encouraged open communication among participants by facilitating conversations around relevant topics related to course material.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Explained goals and expectations required of trainees.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Participated in and attended meetings or seminars to obtain information for use in training programs.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Created and offered additional materials to enhance training.

Skills

  • Invoice processing
  • Tax compliance
  • Financial recordkeeping
  • Attention to detail
  • Team-building activities
  • Analytical thinking
  • Time management
  • Payment collection
  • Debt recovery
  • Teamwork and collaboration
  • Departmental collaboration
  • Interpersonal communication
  • Proactive and Self-motivated
  • Adaptability and flexibility
  • Reliability
  • Complaint resolution
  • Multitasking Abilities
  • Confidentiality
  • Call center experience
  • Staff training
  • Data entry
  • Special needs clientele
  • Professional development
  • Employee assessment
  • Materials preparation
  • Problem-solving
  • Public speaking
  • Clear communication
  • Performance management
  • Training facilitation
  • Active listening
  • Facilitate group discussions

References

References available upon request.

Timeline

Revenue Clerk/Inbound Customer Service Representative

NSW Ambulance
11.2023 - Current

Customer Service Specialist/Trainer Assessor

Australian Taxation Office
02.2013 - 11.2022

Similar Profiles

CREATE PROFILE
Maria Zrno