MONICA PETRONGOLO
Strathmore,VIC
Summary
Hardworking, motivated accounts manager/ Customer service professional looking to find a position that utilises past experiences all the while developing further skills in a challenging administration or customer service position. Bringing excellent skills in oral and written communication, active listening and problem-solving skills. Enhances customer experiences by employing service-oriented behaviour, understanding customer needs and providing customized solutions to build loyalty. Maintains professional appearance and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player.
Overview
31
31
years of professional experience
Work History
Escalations Agent at Headquarters
Europcar Car Rental
10.2023 - Current
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisting the call centre in Manilla and any Location staff with any issues that arise that they are are not trained to manage
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
Member Service Advisor (TEMP POSITION)
CPA Australia
07.2023 - 10.2023
- Helped large volume of members every day with positive attitude and focus on student/ customer satisfaction.
- Responded to CPA member calls (approximately 30-50 per day) and emails to answer questions about products, services, subjects and exams.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learnt and maintained in-depth understanding of product, service and subject information to offer knowledgeable and educated responses to diverse member questions.
- Supported outbound campaigns
- Exam scheduling
- Subject information
- CPA pathways
REAL WELLBEING PROJECT/ HEALTH INSURANCE (TEMP)
AUSTRALIAN UNITY
06.2021 - 12.2021
- Team of 12 individuals who rolled out the My Real Wellbeing App and Wellbeing Test for all eligible Australian Unity Members
- Received inbound phone calls to assist members with technical APP related or Wellbeing Test issues
- Continued with Australian Unity, did further training in Health Insurance inbound Call Centre/ Sales
- Updating information on Salesforce relating to the Member
- Providing exceptional Customer Service
- Advise on Policy Extras and hospital cover
- Transferring calls to the appropriate departments
- Ordering Forms or Insurance cards for Members
OFFICE/ACCOUNTS MANAGER
MONTEVIEW
01.2008 - 01.2019
- Directly supervised junior staff and managed all aspects of payroll, month end billing, AP and AR, invoicing, quoting and business loan applications
- key contact for the firm’s accountant, business banker and solicitor.
- Managed payroll operations for a team employees and subcontractors
- Generated financial and operational reports to assist management with business strategy.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Collaborated with purchasing department to reconcile vendor invoices and facilitate payments.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
BUSINESS BANKING TELLER
ANZ Bank
03.2000 - 01.2008
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained accurate records of customer transactions in line with bank procedures.
- Handled various accounting transactions.
- Balanced ATM and safes each day
- Complaint and account discrepancies resolutions
FRONT END MANAGER
WOOLWORTHS
01.1994 - 01.2000
- Managed cashiers and other front-end store employees all while up-holding high standards of customer service
- Facilitated communication between management and staff Balanced cash registers after each shift
- Scheduling/rostering to keep front end fully staff New staff training facilitator
- Monitored cash drawers in checkout stations to verify adequate cash supply.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Maintained strong customer relations and effective customer service standards.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
NATIONAL STORE OPERATIONS CERTIFICATE III - Retail Management
WOOLWORTHS STORE OPERATION
1999
VCE CERTIFICATE
PENOLA CATHOLIC COLLEGE
Victoria, Australia1998
Skills
- Microsoft office: Word, Excel
- QuickBooks – Invoicing, Quoting and payroll functions
- MYOB – invoicing, quoting and payroll functions
- Ability to work as part of a Team or individually
- Great written and Spoken communication skills
- Salesforce
- Proficiency in CRM
- Understanding Customer Needs
- Phone Inquiries
- Call Center Operations: webchat, calls outbound/ inbound, emails
- Accounts payable/ receivable
- Working with Children employee check
REFERENCES
Rebecca Thelwell
phone: 0452286871
Beki.Thelwell@cpaaustralia.com.au
Enza Tere
Etere@australianunity.com.au
Timeline
Escalations Agent at Headquarters
Europcar Car Rental
10.2023 - Current
Member Service Advisor (TEMP POSITION)
CPA Australia
07.2023 - 10.2023
REAL WELLBEING PROJECT/ HEALTH INSURANCE (TEMP)
AUSTRALIAN UNITY
06.2021 - 12.2021
OFFICE/ACCOUNTS MANAGER
MONTEVIEW
01.2008 - 01.2019
BUSINESS BANKING TELLER
ANZ Bank
03.2000 - 01.2008
FRONT END MANAGER
WOOLWORTHS
01.1994 - 01.2000
NATIONAL STORE OPERATIONS CERTIFICATE III - Retail Management
WOOLWORTHS STORE OPERATION
VCE CERTIFICATE
PENOLA CATHOLIC COLLEGE
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