Monique De Gier

• Applied relevant government legislation, policies, and procedures, including the State Penalties Enforcement Act 1999, to provide accurate guidance and support to clients.
• Designed, negotiated, and managed tailored payment arrangements to assist clients in reducing debt and achieving sustainable financial outcomes.
• Delivered high-quality, empathetic customer service in a high-volume contact centre environment, managing both inbound and outbound calls while addressing complex and sensitive client enquiries.
• Collaborated effectively with internal stakeholders and specialist teams to resolve complex matters, including appropriate escalation to Domestic and Family Violence support services when required.
• Applied active listening, critical thinking, and problem-solving skills to assess individual client circumstances, identify suitable options, and deliver effective resolutions within policy guidelines.
• Maintained strict confidentiality and adhered to data protection and compliance requirements while managing competing priorities in a fast-paced operational environment.
• Proficient in Microsoft Office Suite and case management systems, with strong attention to detail and accuracy when recording, updating, and managing client information.

• Managed high-volume inbound and outbound calls across multiple banking portfolios, including four banks and term deposit accounts, delivering clear and professional customer service.
• Negotiated, implemented, and monitored payment arrangements in line with customer circumstances and credit policies.
• Identified financial hardship indicators and vulnerable customers, applying appropriate support options with empathy, professionalism, and compliance with internal procedures.
• Provided guidance and onboarding support to new team members, assisting with system navigation, processes, and operational workflows.
• Maintained accurate and detailed records of collection activities, hardship interactions, and account updates, ensuring system integrity and compliance with reporting requirements.
• Ensured adherence to industry regulations, credit policies, and compliance frameworks, including Comprehensive Credit Reporting obligations and impacts.
• Utilised multiple banking systems and Microsoft Office applications with a high level of accuracy, efficiency, and attention to detail

• Recommended products based on customer needs and product knowledge, contributing to a high standard of customer satisfaction and positive shopping experience.
• Efficiently processed and organised stock deliveries by separating pallet loads into appropriate department cages and locations.
• Maintained accurate stock levels through replenishment, rotation, and stock presentation, supporting store presentation standards and reducing stock loss.
• Utilised Woolworths inventory and stock management systems to record, update, and adjust stock data in preparation for store stocktakes.
• Safely performed manual handling duties and operated pallet jacks in accordance with workplace health and safety procedures and compliance requirements.
• Constructed and maintained promotional and clearance displays in line with corporate merchandising plans and store presentation standards.
• Completed daily temperature and quality control checks to ensure food safety compliance and maintain product integrity.

• Delivered high-quality customer service in a fast-paced, high-volume environment, ensuring a positive customer experience during peak trading periods.
• Accurately processed cash and EFTPOS transactions while maintaining attention to detail and following cash-handling procedures.
• Maintained store presentation standards, cleanliness, and hygiene requirements in line with food safety and workplace health and safety guidelines.
• Supported inventory control processes, including stock rotation, replenishment, and assisting management with stock management tasks.
• Handled customer complaints and enquiries professionally, resolving issues efficiently or escalating where appropriate to ensure customer satisfaction.
• Worked collaboratively within a team to ensure smooth daily operations during busy service periods.