MARY HOANG
Fairfield,Australia
Summary
Customer-Focused | Records & Admin Professional | Calm Under Pressure | Quality Results Dedicated and results-driven customer service and administration professional with over five years’ experience in fast-paced, high-volume environments across local government and private sectors. Proven ability to manage competing priorities under pressure while maintaining exceptional attention to detail, service standards, and confidentiality. Skilled in frontline customer support, records management, correspondence handling, and high-stakes problem resolution. Experienced with Content Manager, GDA/BCS classification, digital records compliance (State Records Act 1998), and workflow improvement. Committed to delivering accurate, reliable, and professional support in complex operational settings, including government service environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Records Officer
Burwood Council
10.2024 - Current
- Digitise, register and classify records using Content Manager
- Apply GDA retention rules, BCS categories, and compliance checks
- Assist with overdue disposal reviews and internal audit preparation
- Respond to retrieval requests and metadata updates
- Perform Daybox quality audits, identifying titling/scan/metadata errors
- Support business workflow improvement initiatives
Customer Service Officer
Enfield Aquatic Centre
09.2022 - Current
- Delivered customer service to large daily patron volumes in-person, by phone, and via email
- Conducted enrolments, bookings, membership processing, POS transactions
- Resolved complaints and responded to incidents with calm professionalism
- Maintained records in Content Manager, performed daybox audits
- Assisted in administration: invoices, reconciliations, facility bookings
- Supported emergency response (e.g. first aid, ambulance calls, lost children)
Guest Experience Officer
City of Sydney Leisure Centres
11.2021 - 09.2022
- Handled phone/email/in-person enquiries about services and programs
- Processed enrolments, memberships, escalated issues
- Generated sales through outbound calls and upselling
- Maintained digital records and booking systems
Customer Service Call Centre
Bing Lee Electrics
03.2020 - 07.2021
- Handled 90+ customer calls/day during peak COVID lockdowns
- Resolved complex enquiries: product issues, delivery, returns, repairs
- Used multiple systems to access customer data, stock, and order status
- Liaised with suppliers, stores, installers, and logistics providers
- Created quotes/invoices and followed up on warranty claims
Education
Bachelor of IT -
Macquarie University
08.2025
First Aid & CPR Certificate -
Council AI Workshop - Process automation in records
Internal Training - GDA, BCS, Content Manager, State Records Act
Skills
- High-volume Customer Service
- Frontline Support
- Clerical and administrative support
- Prioritisation Under Pressure
- Multitasking
- Conflict Resolution and Escalation Handling
- Records Management
- Digitisation
- Document Quality Control
- Compliance
- Classification Accuracy
- Workflow improvement
- Regulatory requirements
- First aid administration
- Teamwork
- Reliability
- Initiative
Highlighted Achievements
- Handled 90+ calls/day during COVID at Bing Lee, resolving warranty, delivery, and technical issues across multiple systems
- Called 96 leads/day, converting 37 swim school enrolments in one day at City of Sydney Leisure Centres
- Averaged 150 emails/3 days in Records Officer role while maintaining full compliance with metadata standards
- Served up to 2,000 patrons/day at Enfield Aquatic Centre while managing enquiries, enrolments, and incident response
- Completed 2-year backlog digitisation of confidential documents across 5+ years of Dayboxes, performing detailed quality control and corrections
Languages
Vietnamese
Native/ Bilingual
Certification
- HLTAID009 - Provide cardiopulmonary resuscitation
- HLTAID011 - Provide First Aid
Affiliations
- Ultimate Frisbee Local League
References
References available upon request.
Timeline
Records Officer
Burwood Council
10.2024 - Current
Customer Service Officer
Enfield Aquatic Centre
09.2022 - Current
Guest Experience Officer
City of Sydney Leisure Centres
11.2021 - 09.2022
Customer Service Call Centre
Bing Lee Electrics
03.2020 - 07.2021
Bachelor of IT -
Macquarie University
First Aid & CPR Certificate -
Council AI Workshop - Process automation in records
Internal Training - GDA, BCS, Content Manager, State Records Act
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