Pam Wu
Wyndham Vale,Victoria
Summary
Friendly Support Specialist skilled at handling data, technical issues and personnel support tasks in a fast paced environment. Passionate about promoting lasting customer satisfaction by delivering quality service. Self-motivated and attentive with good communication and strong problem-solving abilities.
Overview
22
22
years of professional experience
Work History
Practice Support Analyst
09.2021 - 06.2023
customer service representative
MYOB Australia Pty Ltd
08.2015 - 09.2021
- Introduce myself and greet customer immediate when the call drops in, with a delightful and helpful attitude
- Achieve a high level of customer satisfaction and first call resolution rating, with a active listening skill
- Handle customer calls and responded to queries about products, software, licensing activation, billing, and promotions
- Work to address customer concerns in a timely and effective manner
- Liaise with all departments at MYOB, such as partner managers, retention team, billing, licensing and activation team, and finance team
- Constantly achieve sales target and above, over a long period of time
- Maintain up to date knowledge of products and procedures
- Utilise knowledge base and internal resources
- Adhere to business KPI as required, such as handling time, after call time
- When unable to resolve customer issues, escalate to appropriate team according to procedure
- Provide timely and clear communication with other divisions
- Log incident and service request, if necessary
- Deliver high quality customer service to clients over the phone
- Handle escalation and call backs, when its necessary
- Providing informative, accurate, timely and efficient communication with clients and other divisions, and document all communications in Sales Force CRM
Accountant
John Hayhoe Accounting CPA
06.2011 - 08.2014
- General compliance work, such as the preparation of financial reports, tax returns, BAS, IAS, SMSF returns
- Mainly work on trusts and companies, self managed super funds both accumulation and pension mode
- Work on Accountants Office, MYOB, Simple Fund and QuickBooks
- Assist in the preparation and mailing of the yearly clients news letter
- Issue receipts to clients
- General administration, such as filing and front desk tasks when it is required
- Liaise with all relevant parties, such as the Tax Office, body corporate and maintenance people
- Assist in the preparation and mailing of clients news letter
Senior Accountant
Hamilton Morello
01.2010 - 04.2011
- Preparation of BAS, IAS, financial account, SMSF returns and cash flow statements
- Provide budgeting, tax planning for clients
- Preparation of cash forecasting for loan purpose
- Assist and give direction to clients bookkeepers
- Mainly work on trusts and companies, self managed super funds both accumulation and pension mode
- Work on APS Tax Manager, APS Ledger, Cash Flow Manager, Desktop Super and other software
- Prepare and draft the bills
- Some, but limited responsibility to junior staff
- Responsible to prioritize my own work flow
- In house monthly Tax Banner training
- Make tax distribution recommendations
- Tax planning
- Assess division 7 issue
- Assess payroll tax grouping issues
Accountant
Karaco CPA
07.2006 - 12.2009
- Prepare financials, tax returns, BAS, Super fund returns and FBT for submission to the Tax Office
- Ensure assigned client work is correctly prioritized and completed by required deadlines and budget
- Assist with training, supervision and on the job skill development of junior staff and graduate
- Prepare and draft bills, and attend workflow meetings
- Mainly work on MYOB Accountants Office, XPA, BGL Simple Fund and Cash Manager
- Direct contact to clients, or their bookkeepers, explain bills when it is required
- Mainly work on trusts and companies, high net worth individuals, and super funds mainly in accumulation mode
- Some tax research when required
- Be a part of the marketing team
- Assist with the development and maintenance of the work paper
- Make tax distribution recommendations
- In house bi-monthly Tax training
- Some strategy and structure advice to clients
- Lots of value-added services, such as:
- Advertise, recommend and locate a bookkeeper for clients if necessary
- Register a Commsec account for a super fund
- Putting loan agreement together for clients
- Putting HR policy together for clients
- Recommend bookkeeping software to clients
- Arrange a time for client to come in regarding their cash flow situation
Accountant
Saccuzzo Larsen & Co
07.2004 - 07.2006
- Mainly work on trusts and companies, and the preparation of BAS
- Oversee the accounting and reporting requirements of the principal’s personal companies
- Oversee the bookkeeper’s activity when its required
- Work on Sol 6, Bank link, MYOB and Quickbooks
- Direct client contact
- Look after director’s personal companies, investment companies, as well as trading companies
- Direct involved in the bookkeeping side of the managing director’s personal business (one tomato import business, a shoes retail business, and a telephone retail business)
- Set up a monitoring system for the bookkeeper, (as it was never been put in place before), such as:
- Require bank accounts to be reconciled
- Require sales and creditors are not out of balance, no direct entry posted into receivable and payable accounts
- Make sure the sales figure in MYOB reconciles to the sales report supplied by the sales team
- Give direct instructions to the bookkeeper
- Provide basic MYOB training to the bookkeeper, such as bank reconciliation
- (Prior to that, the bank account was never reconciled)
- Enter journal directly into the system, when it’s required
- Prepare BAS, ensure BAS is lodged on time
- Because there isn’t anyone to give clear instructions, I had to make certain decisions on the spot.
Accountant
William Ward & Co Pty Ltd CPA
11.2001 - 01.2004
- Working closely with the principal
- Individual tax returns, company tax returns, BAS, IAS and family trusts
- Work on accountant’s office, MYOB
- Attend ATO satellite seminars and Monthly Webb Martin seminar
- Gaining technical assistance from Haynes Knight professional network
- Clientele generally includes small businesses, partnerships and individuals.
Education
Bachelor of Design - Interior Design
Swinburne University
Bachelor of Creative Arts - Visual art
At Deakin University
Bachelor of Commerce - undefined
La Trobe university
NZ Diploma - Human Resources
Massey University, previously Wellington Polytechnic
Skills
- Diagnose Faults
- LAN and WAN Assessment
- Microsoft Certification
- File Management Software
Additional Information
- Awards , Winner of the Dean’s award from the faculty of business at La Trobe University in 2011, which is 2 years partial scholarship for outstanding international student Winner and runner up of multiple sales competition at MYOB, throughout the years.
Timeline
Practice Support Analyst
09.2021 - 06.2023
customer service representative
MYOB Australia Pty Ltd
08.2015 - 09.2021
Accountant
John Hayhoe Accounting CPA
06.2011 - 08.2014
Senior Accountant
Hamilton Morello
01.2010 - 04.2011
Accountant
Karaco CPA
07.2006 - 12.2009
Accountant
Saccuzzo Larsen & Co
07.2004 - 07.2006
Accountant
William Ward & Co Pty Ltd CPA
11.2001 - 01.2004
Bachelor of Design - Interior Design
Swinburne University
Bachelor of Creative Arts - Visual art
At Deakin University
Bachelor of Commerce - undefined
La Trobe university
NZ Diploma - Human Resources
Massey University, previously Wellington Polytechnic
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