Roberta Greco
Glenroy,VIC
Summary
A highly motivated and results-driven professional with extensive experience in customer service, administration, and client-facing roles. Skilled in time management, organisation, and stakeholder engagement, I excel at building relationships, resolving conflicts, and managing client needs efficiently. I am eager to contribute my expertise to a dynamic team in a community services or administrative role.
Overview
30
30
years of professional experience
Work History
Support Worker & Office/Domestic Cleaner
National Disability Insurance Scheme (NDIS)
01.2016 - Current
- Carrying out domestic tasks as per client instructions for individuals enrolled within the National Disability Insurance Scheme (NDIS)
- Grocery shopping and cooking as per client’s dietary requirements
- General administration such as sorting mail, paying bills etc
- Transportation to enable clients to participate in community, social, and general activities such as grocery shopping
- Companionship to support client’s mental health and support the improvement of their overall wellbeing
- General cleaning and maintenance duties including room tidying, organising, vacuuming, dusting, mopping, wiping surfaces etc
- Restocking household supplies including paper towels, toilet paper, air fresheners etc
- Ensuring all cleaning products are used safely and in compliance with manufactures instructions and all chemicals are securely stored away
- Completing equipment and household safety checks to ensure house, equipment/tools are maintained in a clean, safe, and operable condition
- Reporting and rectifying any defects or hazards
- Recognised by clients for high quality and standard of NDIS support services
- Maintained cleaning contracts with small corporate office for over 7 years
Live Transfer Consultant
Itsmygroup
09.2021 - 02.2022
- Making over 100 outbound and inbound telephony calls daily to customers who have been referred to AIA Health Insurance from the Commonwealth Bank to gain product interest and sales
- Using probing questions to engage customers and identify their insurance needs
- Maintaining up to date knowledge of AIA Health Insurance products to promote benefits of insurance to customers
- Using effective call handling to answer customer enquiries about products and provide high quality customer care on calls
- Ensure customers are eligible and meet prerequisites for AIA insurance policies before transferring the lead
- Completing live telephony transfers to sales agents to finalise the sale and/or organise a call back when sales agents are unavailable
- Ensure quality notes are recorded to capture customer interest in particular policies, enabling sales agents to complete the sale and ensure a seamless customer experience
- Inputting client details into Microsoft Excel data repositories for AIA and Itsmygroup reporting purposes
- Understanding and achieving Itsmygroup KPI benchmarks and targets
- Handling 100 – 130 inbound and outbound telephony calls, exceeding daily benchmarks
- Maintaining high take up rates where 1 in 5 outbound calls resulted in a lead to a sales agent
- Formal recognition from team leader regarding ability to communicate effectively to create product interest and generate sales
Collections Officer
ARL Collect
05.2021 - 09.2021
- Making outbound telephony calls on behalf of a broad range of clients to discuss collections referrals and recover outstanding debt amounts
- Supporting clients through inbound channels including telephony and real time live chat to resolve customer enquiries and take payments online
- Processing payments through a variety of methods including BPAY, credit card and direct debit
- Supporting vulnerable clients experiencing hardship by tailoring solutions
- Using negotiation skills to come up with solutions unique to customers circumstances
- Problem solve and overcome customer objections
- Negotiating suitable options to settle accounts whilst providing an exceptional customer experience
- Maximise revenue through efficient management of client portfolios
- Ensuring debt payment/settlement agreements are accurately documented
- Ensure quality of actions taken on client accounts are in line with ARL’s policies and procedures, industry codes of conduct and client instructions
- Understanding and achieving results in line ARL’s KPI benchmarks and targets
- Exceeding team and individual benchmarks by actioning on average 80-100 accounts per day
- Continually recognised by team leader as the highest achiever within the team for same day collections and payment arrangements entered
- Selected for upskilling in live chat services as a result of high performance
- Formal feedback from multiple clients recognising exceptional communication skills and positive experience
Accounts Management (Collections Agent)
Foxtel
01.2008 - 09.2020
- Making outbound telephony calls to Foxtel subscribers to collect account payments and achieve debt recovery
- Understanding client issues and exercising judgment to meet with customer and Foxtel objectives
- Using effective call handling to resolve complex enquiries and provide high quality of customer care on all calls
- Managing client relationships to create and maintain a positive impression of Foxtel
- Solving billing disputes and developing appropriate payment plans for clients who are behind in payments, have been overcharged or have suspended accounts
- Educating customer on account information such as billing and billing cycles
- Understanding and articulating Foxtel products and value of services, including side selling of company products
- Processing payments through Foxtel systems
- Providing basic technical support and system troubleshooting
- Working with variance technical programmes to manage and process damaged equipment exchanges and returns
- Booking technicians to visit client premises, including articulating, and noting of client’s issue
- Understanding and meeting monthly Key Performance Indicators (KPIs) and targets
- Writing and implementing scripts to support co-workers to achieve high quality results when answering client enquiries
- Attending and participating in team meetings and broader company conferences
- Exceeded KPIs & targets for over 12 consecutive months
- Appointed as a Senior Accounts Manager with more responsibility and flexibility to negotiate payment plans and waive account fees without further approval
- 100% client satisfaction results through Voice of Customer surveys
- Regular client recognition for providing ability to easily explain complex information and provision of excellent end to end service
- Proven ability to remain calm when settling client disputes and resolve client’s issue without escalation to complaints
- Team leader recognition for ongoing contribution to team meetings and being a team player
Real Estate Receptionist
Jason Real Estate
01.2002 - 12.2003
- Performing general clerical duties including answering and screening incoming calls, fielding emails from clients, updating home listings and managing marketing products
- Carrying out front of house duties by welcoming clients to the office and directing them to the appropriate personnel
- Coordinating and referring communication between clients and agents
- Keeping track of agent locations, listings and status of contracts
- Preparing various regular and ad-hoc reports
- Updating listings and open for inspection schedules
- Updating contracts and lease agreements under the direction of agents
- Overseeing general appearance of the office and managing stock supply
- Processing home deposit and rental payments through practice systems
- Recognised by practice owner for excellent customer service
- Client recognitions for being easy to communicate with and always going above and beyond to ensure requests are met
Small Business Owner and Operator
Hambo Food Store
01.1995 - 12.2001
- Company Overview: Family Business
- Supervising and directing activities of employees
- Delivering excellent front of house customer service
- Controlling budget and expenses
- Providing directive to cashiers
- Completing inventory of stock
- Developing staff rosters to ensure adequate business hour coverage
- Ensuring shop is safe by developing and implementing appropriate safety strategies and guidelines for staff
- Processing orders through point of sale, including the acceptance of cash and credit cards
- Ensuring appropriate record keeping
- Providing courteous and prompt resolution of customer complaints
- Family Business
- Achieving a profitable monthly turnover
- Highly regarded and well respected by staff and customers
- Excellent reputation within the community
Education
Office Admin Essentials
Preston Reservoir Adult Community Education (PRACE
03-2025
Computer Essentials
Preston Reservoir Adult Community Education (PRACE
02-2025
Technical Support Training
Foxtel
03-2020
Cert. Practitioner - Neuro-Linguistic Programming/Hypnotherapy
Melbourne
11-2007
Ajna 1 & 2 - Training in AJNA™ System of Natural Healing
Melbourne
11-2006
Massage Therapy Certificate - Massage Therapy
Melbroune
11-1999
The Art of Numerology©
Melbourne
09-1999
Reiki in The System of Natural Healing
Melbourne
07-1999
Team Leadership Program
Landmark Education
01-1999
Skills
- Customer service excellence
- Office administration
- Interpersonal and conflict resolution
- Stakeholder relationship management
- Computer proficiency
- Time management and organisational skills
Languages
Italian
Native or Bilingual
Timeline
Live Transfer Consultant
Itsmygroup
09.2021 - 02.2022
Collections Officer
ARL Collect
05.2021 - 09.2021
Support Worker & Office/Domestic Cleaner
National Disability Insurance Scheme (NDIS)
01.2016 - Current
Accounts Management (Collections Agent)
Foxtel
01.2008 - 09.2020
Real Estate Receptionist
Jason Real Estate
01.2002 - 12.2003
Small Business Owner and Operator
Hambo Food Store
01.1995 - 12.2001
Office Admin Essentials
Preston Reservoir Adult Community Education (PRACE
Computer Essentials
Preston Reservoir Adult Community Education (PRACE
Technical Support Training
Foxtel
Cert. Practitioner - Neuro-Linguistic Programming/Hypnotherapy
Melbourne
Ajna 1 & 2 - Training in AJNA™ System of Natural Healing
Melbourne
Massage Therapy Certificate - Massage Therapy
Melbroune
The Art of Numerology©
Melbourne
Reiki in The System of Natural Healing
Melbourne
Team Leadership Program
Landmark Education
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