My Tran
Melbourne,VIC
Summary
I am an exceptionally enthusiastic individual actively seeking a full-time position that will serve as a platform to elevate my professional skills within a dynamic and fast-paced work environment. My aspiration is to become an integral part of a company that provides a stable and positive atmosphere for growth and development. I have a strong background in credit analysis and collections management, adept at managing office operations, optimizing workflow processes, and delivering top-notch customer service. Proven ability to handle a wide range of tasks efficiently, from office management and assistance to data analysis. I am confident that my skills and experience align well with the requirements of the position, and I can start immediately. I look forward to the opportunity to contribute to your team and make a positive impact on your organization.
Overview
16
16
years of professional experience
Work History
SME Disconnection Support Officer
Origin Energy
07.2017 - 04.2023
- Conduct thorough investigations into outstanding Electricity and Gas disconnection service orders that remain incomplete or have been rejected within the market
- Establish a routine of organising weekly and fortnightly meetings with the Network to effectively oversee escalated service orders, ensuring their resolution and desired outcomes
- Foster and uphold constructive operational relationships with both internal and external stakeholders, with the goal of achieving positive outcomes and optimizing cost efficiencies
- Collating, documenting, and managing the performance data of escalated network issues using Tableau/SharePoint, facilitating comprehensive insights for management reviews
- Addressing inquiries and delivering timely updates from the shared Mailbox concerning disconnection assessments and escalation site accounts
- Conducting meticulous quality audits on Disconnection service orders to verify their accurate alignment with State Laws and Origin's policies, thereby proactively mitigating the risk of incorrect disconnections within stringent regulatory frameworks
- Prepare a formal audit report that summarizes the audit process, findings, and recommendations for improvement of service order
- Facilitate continuous call and data calibration procedures across multiple communication channels, ensuring the timely completion of quality checks for service orders within the market
- Additionally, offer constructive feedback as part of the calibration process
- Assisting with project campaigns by reviewing business process and procedures are up to date and reaching out to stakeholders on different levels of the business for review and finalisation of document within the Credit and collection department
- Cross skill contributing to Reconnection Monitoring Reports, thereby ensuring the prompt and efficient completion of reconnection service orders.
LPG Case Management Collections Specialist
Origin Energy
09.2014 - 07.2017
- Provide support for Collections activities, engaging in proactive outreach via phone and email to customers in order to facilitate productive negotiations for the settlement of outstanding arrears
- Ensure the consistent maintenance and accuracy of records pertaining to high-value customer accounts, employing effective Portfolio management techniques
- Systematically process and meticulously organize payment arrangements with customers, while concurrently ensuring the up-to-date accuracy of contact details
- Assuming accountability for the resolution of intricate customer issues by collaboratively engaging with internal stakeholders and diligently following up to promptly address customer concerns
- Thoroughly executing customer account reconciliations to uphold accurate balances due, while also proactively engaging with customers to educate them on credit and collections processes, thereby fostering enhanced collection outcomes
- Conduct comprehensive presentations on the top 20 high-value accounts effectively highlighting issues and concerns, and collaboratively formulating strategic plans for resolution and subsequent updates
- Attained cross-functional expertise to provide proficient assistance across diverse departments, including Litigation, Compliance, Mercantile, and the offshore team
- Successfully attaining team targets through sharing knowledge and collaborative engagement
- Recognized as the distinguished recipient of the Hero Cup award, acknowledging achievements in the realm of Credit and Collections, reaffirming status as a top performer
- Earned recognition for exceptional performance, depth of knowledge, work ethic, and dedication to Origin, resulting in a substantial reduction of the debt book.
Credit and Collections Officer
Origin Energy
07.2012 - 09.2014
- Manage high volume inbound calls within the Credit and Collections team with a focus on cash collection performance
- Process credit card payments and organize payment arrangements on accounts whilst providing excellent customer service
- Empathetic approach to customers in financial hardship and providing further support with hardship payment plans
- Raising reconnection service orders and liaising with Network providers to ensure customers are reconnected in a timely manner
- Updating customer contact details and proficiently reissuing invoices through both email and postal channels
- Designated to collaborate with the Solar team in facilitating payment deferral and conducting comprehensive account reconciliations
- Chosen to assist with induction training for Credit and Collection with the responsibility of aiding in the on boarding process for newly joined team members
- Provide floor support to Credit and Collection Department acting as SME, assisting management group and handling escalation call with first call resolution.
Fund Administrator
Australian Super
06.2008 - 10.2011
- Facilitating the complete lifecycle of fund transfer documentation, overseeing the processing of application requests within prescribed timeframes and in strict alignment with established business protocols
- Assuming the role of a designated resource for addressing technical inquiries, offering guidance in the documentation of guidelines and procedures as necessitated
- Employing analytical and problem-solving acumen to meticulously assess and rectify errors inherent in document transcripts, thereby enhancing procedural accuracy
- Establishing seamless communication channels with both internal and external stakeholders, effectively managing customer queries while furnishing ongoing updates
- Undertaking administrative functions encompassing electronic correspondence, facsimile transmission, and the methodical digitization of critical documents
- Demonstrating a proficiency in meeting deadlines through adept time management, meticulous resource allocation, and effective workload prioritization
- Pioneering process enhancement through the development of a streamlined template, resulting in heightened efficiency and substantial time savings for both internal and external stakeholders
- Attainment of the prestigious 'Quality Performance Award of the Month,' attesting to a consistently exceptional level of output and dedication to excellence.
Warehouse Administration and office support
Grace Records Management
01.2007 - 06.2008
- File retrieval and maintenance
- Sorting of documentation in categorized order
- Administration duties including Data entry, sending emails, answering incoming calls and reception at front desk
- Project Assistance
- Training new team members
- RF scanning
- Assisting with Pick and Packing
- Lifting boxes up to 20 kgs.
Education
Certificate - Excel 2019 Essential Training
Linked in Learning
01.2020
Certificate IV - Business Administration
Origin HR-Upskill
01.2011
Completed - Year 12 - VCE
Braybrook Secondary College
01.2003
Skills
- Strong interpersonal and communication skills written & verbal
- Intermediate skills with MS Office
- Stakeholder management skills and ability to communicate effectively with people at all levels
- Teamwork and Collaboration
- Adaptability and Flexibility
- Critical Thinking and Problem-Solving
- Process Improvement
References
Available upon request
Timeline
SME Disconnection Support Officer
Origin Energy
07.2017 - 04.2023
LPG Case Management Collections Specialist
Origin Energy
09.2014 - 07.2017
Credit and Collections Officer
Origin Energy
07.2012 - 09.2014
Fund Administrator
Australian Super
06.2008 - 10.2011
Warehouse Administration and office support
Grace Records Management
01.2007 - 06.2008
Certificate - Excel 2019 Essential Training
Linked in Learning
Certificate IV - Business Administration
Origin HR-Upskill
Completed - Year 12 - VCE
Braybrook Secondary College