Ormmorithy Vorng
Fairfield,NSW
Summary
Bringing extensive experience as a Customer Service Representative, I excel in connecting with customers through clear communication, attentive listening, and creative problem-solving. My approach focuses on understanding individual needs and providing personalized solutions, which has consistently fostered lasting customer loyalty.
Additionally, my background as a Life Insurance Administrator has equipped me with strong organizational skills, precise data management abilities, and familiarity with insurance software systems.
During my time at Money Plus, I rose to a managerial position where I led and trained a team, showcasing my resilience, dedication, and commitment to delivering excellence while keeping the customer at the heart of everything I do
Overview
9
9
years of professional experience
Work History
Collections Relationship Manager
Capital Credit solutions
02.2024 - 05.2024
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
Inbound Customer Service representative
ITSM – Digital Marketing
07.2023 - 12.2023
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Responded promptly to inbound customer inquiries via email, telephone and website via live chat
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Ensured accurate recording of customer information, inquiries, and follow-up actions via CRM.
- Conducted online fraud research and monitored the status of online transactions and website performance.
Life Insurance Administrator
Zurich Life claims Insurance
03.2022 - 06.2023
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Experience in programs such as Salesforce, UHG, Word, Excel, Teams, Outlook.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
Customer Service Officer / Store Branch Manager
Money Plus
10.2015 - 06.2021
- Initiated as the first point of contact for customer inquiries, progressively taking on responsibilities such as assessing and approving/declining loan applications, credit checks, and money handling.
- Achieved promotion to Store Branch Manager, demonstrating proficiency in opening and closing the store, handling money in safe lockers, cashing and depositing cheques, and effectively resolving various issues.
- Successfully managed resources and staff, addressed complaints, while working with monthly and weekly sales targets.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns with a tailored approach for repeat business.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
Education
Skills
- Customer Service
- Money handling abilities
- Payment Processing
- Call Centre Operations
- Store maintenance
- Attention to Detail
- Risk evaluation
- Office Administration
- Recordkeeping and File Management
- Goal-Oriented
- Data Entry
- Customer Support
References
References available upon request.
Timeline
Collections Relationship Manager
Capital Credit solutions
02.2024 - 05.2024
Inbound Customer Service representative
ITSM – Digital Marketing
07.2023 - 12.2023
Life Insurance Administrator
Zurich Life claims Insurance
03.2022 - 06.2023
Customer Service Officer / Store Branch Manager
Money Plus
10.2015 - 06.2021
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