Milagro Joya
Caroline Springs,VIC
The mind is everything. What you think, you become.
Gautama Buddha
Summary
Over 20 Years customer service experience in Government local and Federal, Superannuation and Severance industry. Face to face customer service Use of POS Administration in Government and private financial sector and Superannuation. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Member Services Officer
Protect
2022.08 - 2024.01
- Severance claims officer
- Employer accounts manager
- Administrative tasks
- Assessed claims for Severance and processed
- Account reconciliation
- Assistance provided to employers on how to use the Reporting system and with Onboarding.
Customer service officer
Hume City Council
2020.12 - 2022.08
- Temp role via Hays recruitment
- Answer incoming calls from rate payers
- Face to face customer service and use of POS
- Processing payments for various council charges
- Administrative tasks
- Escalate calls to different departments
Administrative Tasks/Customer Service
Generation life
2020.01 - 2020.06
- Admin support, Contact with financial advisers on clients’ accounts
- Resolved customer issues
- Updated CRM
Customer service officer/Trainer and mentor
Mercer Superannuation
2019.06 - 2020.01
- Phone based customer service
- Answered queries from clients and Financial advisors
- Provided general advice regarding Superannuation
- Had the opportunity to lead the new team
- Provided training and assisted with quality assurance
Customer service officer/case manager
SBA/First Super
2018.11 - 2019.05
- Superannuation administration
- Financial hardship claims case officer
- Assessing and processing Financial Hardship/Compassionate grounds applications
Customer service officer
AMP
2018.03 - 2018.11
- General superannuation administration
- Take inbound calls from clients and advisers.
- Take calls relating to superannuation obligations and legislative requirements
- Assisted clients with onboarding to the North Platform
- processed claims for pension funds
- Assisted clients with the process of lodging Death claims
Customer service concierge
Suncorp
2018.01 - 2018.03
- Screening calls for insurance and accidents
Customer service for retail
Super retail Group
2017.10 - 2018.01
- Phone based customer service
- Check stock levels for Stores
- liaise with stores for products to be moved to stores located closer to customers
- Liaise with Australia post and other courier companies
- Relief team leading for small team on weekend shift.
- Provided training for newcomers.
Customer Service Representative
Chandler Macleod
2016.09 - 2017.02
NAB Customer Care
- In house banking and collections platforms
- Hardship payment arrangements
- Managed difficult calls, including irate customers. Dealt with customers with empathy and patience.
- Dealt with delicate matters with clients'
Customer service representative/case manager
ATO
2000.08 - 2015.05
- Providing tax legislative advice to the public and accountants
- Worked in the legislative department writing private rulings for PAYG Withholding
- Tax return objections
Education
Certificate IV in Mental Health - Mental Health
Certificate 3 in office administration -
01.1998
VCE -
01.1997
Skills
- Excellent communication skills
- Able to build rapport very easily
- Self-motivated individual with initiative
- Analytical and research skills
- Fluent in Spanish both verbally and written
- Adaptable to change
- Quality Assurance
- Active Listening
- Verbal Communication
- Calm Under Pressure
- Data Entry
- Troubleshooting
- Analytical Thinking
- Flexible and Adaptable
- Dependable and Responsible
- Microsoft Word
- Decision-Making
- Teamwork and Collaboration
- Salesforce/CRM Software Proficiency
- Written Communication
- Relationship Building
- Remote Office Availability
- Good Telephone Etiquette
- Problem-Solving
- Problem Analysis
- Customer Care
- Member Databases
Additional Qualifications
- NDIS clearance check completed.
- Working with children check.
Availability
Now
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Member Services Officer - Protect
2022.08 - 2024.01
Customer service officer - Hume City Council
2020.12 - 2022.08
Administrative Tasks/Customer Service - Generation life
2020.01 - 2020.06
Customer service officer/Trainer and mentor - Mercer Superannuation
2019.06 - 2020.01
Customer service officer/case manager - SBA/First Super
2018.11 - 2019.05
Customer service officer - AMP
2018.03 - 2018.11
Customer service concierge - Suncorp
2018.01 - 2018.03
Customer service for retail - Super retail Group
2017.10 - 2018.01
Customer Service Representative - Chandler Macleod
2016.09 - 2017.02
Customer service representative/case manager - ATO
2000.08 - 2015.05
GENU Training - Certificate IV in Mental Health , Mental Health
Vic Uni - Certificate 3 in office administration,
Footscray Girls' Secondary College - VCE,