Samantha Walia
Human Resources Graduate
Leppington, Sydney
Summary
Focused Human Resources graduate and an experienced customer service employee with over 7 years of experience in customer service and almost 2 years worth of experience within staffing, recruitment and employee matters. Excellent reputation for resolving customer issues, improving customer satisfaction, and providing excellent service to customers through empathy. Enthusiastic, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow, and excel within human resources roles and expand career. Independent in decision-making with always selecting the best solution for customers.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
Work History
Financial Assist Specialist
Commonwealth Bank of Australia, CBA
12.2023 - Current
- Receive large volumes of inbound calls for new and existing customers within financial hardship
- Complete assessments by probing on customer's situation, applying empathy and conversing with the customer to understand their financial situation
- Portraying empathy even during difficult calls - ensuring the customer is receiving the best service possible
- Decision-making on which solutions to apply dependent on each individual's circumstances - this could be; payment arrangements, deferrals, capitalisation, interest only, interest rate concessions or even a decline
- Completing personal money plans with customer's to assess their income vs expenses
- Investigating to ensure the information being provided is correct and accurate
- Taking ownership of decisions made by myself through rationale's
- Negotiating with customers when they are in a situation to pay
- Assessing the customer's financial situation through their personal money plan and investigating and educating customer on their financial situation
- Providing customer credit reporting education as well as education in terms of financial hardship
Early Customer Engagement Specialist
Commonwealth Bank Of Australia, CBA
9 2023 - 12.2023
- Took inbound and outbound calls regarding customer's overdue accounts - loans and credit cards.
- Providing customers exceptional service, ensuring empathy is provided in situations where customers may be providing sensitive information
- Maintaining customer accounts as per customer requests - i.e. automatic transfers, changing or creating direct debits
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Fast-paced - answering up to 150 calls a day.
- Providing customer's with solutions when customers are unable to pay
- Investigating accounts as per customer requests to provide customers detailed answered to where arrears or overdue amount has come from by looking through transaction history, arrears history etc
- Note-taking during calls to ensure correct information is recorded
- Multi-tasking - listening to customer's concerns while also taking notes and looking through account information all at the same time
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
Human Resources Administrator
Nisbets Australia
02.2023 - 10.2023
- Oversaw hiring and staffing processes.
- Updated HR database with new employee information, changes in benefits, and other details.
- Answered employee inquiries
- Created relevant employee letters such as letter of employment, confirmation of change in hours, etc.
- Prepared new hire letters, employee contracts, and corporate policies.
- Handled on-boarding process for newly hired employees, which included creation of contracts, managing policy returns and filing relevant paperwork.
- Monitored labor laws and regulations compliance to protect employers from litigations and employees from discrimination and harassment.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Assisted with writing job postings and job descriptions for boards.
- Built relationships with stakeholders through effective communication and check in's.
- Generated and analyzed reports to monitor employee leave and so forth as requested by manager's
- Managing HR blog; posting HR internal vacancy blog's, employee of the month blog's, HR monthly blog's and any other relevant HR information
Talent Coordinator
ISS Facility Services
11.2022 - 02.2023
- Managed the end-to-end recruitment process for a portfolio of candidates
- Onboarded 10-15 candidates a week - depending on peak periods
- Managed communications with job seeking agencies - by arranging group interviews and providing updates of candidate's stages as well as representing ISS when at job seeker agency sites
- Chased compliance checks for candidates - ensuring they had WWCC's, the correct police check and VEVO checks as well as 100 points of ID
- Built stakeholder relations with Key Account Managers
- Coordinated group interviews with up to 20 candidates at once
- Managed SEEK advertisements for my portfolio - editing and writing advertisements to ensure the advertisements would be viewed by the correct market
- Skilled at working independently and collaboratively in a team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
CUSTOMER SERVICE REPRESENTATIVE
Vellex
08.2022 - 10.2022
- Answering customer enquiries through phone calls and emails
- Following up on consignments and providing customers with ETA’s by liaising with other stores, drivers and depot’s as well as through communicating with agents via phone and email
- Providing customers with proof of delivery forms
- Investigating missing freight’s by exhausting all options
- Assisting customers with complaints and any issues
- Completing excel reports
RECRUITMENT CONSULTANT
06.2022 - 08.2022
- Sourcing candidates through programs including Seek, Daxtra and existing CRM for current roles (up to 3 roles a day)
- Emailing candidates job descriptions and providing job specifications
- Screening candidates with relevant questions, understanding each candidate’s specific requirements and matching needs to relevant roles
- Managing existing registered candidates and existing contractors to ensure relationships are kept
- Managing timesheets- ensuring timesheets are submit before deadlines
- Calling candidates and arranging interviews with clients
- Running interviews with candidates
- Providing candidates with extensive job descriptions and answering any relevant questions
- Posting and managing job advertisements
CANDIDATE MANAGER
Robert Walters
02.2022 - 05.2022
- Sourcing candidates through programs including Linkedin, Seek, existing databases
- Emailing candidates job descriptions and providing job specifications
- Screening candidates with relevant questions, understanding each candidate’s specific requirements and matching needs to relevant roles
- Calling candidates and arranging interview times with clients
- Conducting virtual meetings with candidates
- Providing candidates with extensive job descriptions and answering any relevant questions
CANDIDATE MANAGER
Aston Carter / Allegis Group
10.2021 - 01.2022
- Introductory to recruitment internship
- Sourcing candidates through programs including Linkedin, Seek, existing databases
- Calling candidates and arranging interviews
- Understanding candidates’ current situations through asking relevant questionnaires
- Conducting interviews with candidates
- Providing candidates with job briefs and answering any questions
- Shadowing colleagues posting job adverts.
OFFICE TEAM MEMBER
Amart Furniture
05.2021 - 10.2021
- Following up with customers regarding orders, providing updates on order status in a professional manner
- Typing STU reports on each customer, keeping up to date with customers and their orders’
- Working independently, following lists provided and completing all tasks in a timely manner
- Conducting finance applications for customers requiring finance, providing relevant information to customers
- Dealing with a whole range of customers from different ages, understanding their perspective and dealing with unhappy customers in a professional manner.
CONSULTANT
Samsung Electronics
02.2020 - 06.2020
- Increased customer satisfaction by resolving issues
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue
- Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications
- Offered advice and assistance to customers, paying attention to special needs or wants
- Educated customers on promotions to enhance sales.
MARKET RESEARCHER, Woolcott Research
06.2019 - 12.2019
- Conducted surveys over the phone and face-to-face
- Provided exceptional communication skills
- Presented customers with spot on customer service- including a welcoming greeting and introduction and a farewell
- Strong attention to detail- probe word for word
- Delivered information from script regarding surveys for on-demand phone project assignment
- Observed participants and recorded results
- Explained questions in better detail for interviewees to allow truthful answers
CUSTOMER SERVICE TEAM MEMBER
Coles Supermarkets
11.2018 - 06.2019
- RECEIVED TEAM MEMBER OF THE MONTH AWARD (GOOD THINGS START HERE) FOR GREAT CUSTOMER SERVICE SKILLS
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
- Responded to customer requests for products, services and company information
- Investigated and resolved customer inquiries and complaints quickly
- Processed POS transactions, including cash and credit purchases or refunds
TEAM MEMBER
McDonald's
12.2016 - 11.2018
- Used cash registers and calculators to prepare bills, accept payments and make change
- Pleasantly and courteously interacted with customers to deliver quality service
- Greeted customers, offered assistance and provided knowledgeable support
- Responded to customer requests for products, services and company information
- Welcomed, greeted and assisted guests in peak busy times ensuring each customer's needs were provided to
TEAM MEMBER
KFC
03.2016 - 12.2016
- Kept work areas clean, organized and safe to promote efficiency and team safety
- Checked completed orders for accuracy and bagged meals for easy carrying
- Promoted customer loyalty by efficiently handling food and service complaints
- Greeted customers promptly and took orders to keep flow of traffic moving
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
Education
Bachelor of Commerce - Human Resources
Macquarie University
Sydney, NSW 01.2019 - 05.2022
HSC -
Chatswood High School
01.2013 - 12.2018
Skills
Active Listening
Analytical and Critical Thinking
MS Office
Critical Thinking
Problem-Solving
Excellent Communication
Written Communication
Customer Service
Relationship Building
Telephone Etiquette
Customer Relations
Empathy
Timeline
Financial Assist Specialist
Commonwealth Bank of Australia, CBA
12.2023 - Current
Human Resources Administrator
Nisbets Australia
02.2023 - 10.2023
Talent Coordinator
ISS Facility Services
11.2022 - 02.2023
CUSTOMER SERVICE REPRESENTATIVE
Vellex
08.2022 - 10.2022
RECRUITMENT CONSULTANT
06.2022 - 08.2022
CANDIDATE MANAGER
Robert Walters
02.2022 - 05.2022
CANDIDATE MANAGER
Aston Carter / Allegis Group
10.2021 - 01.2022
OFFICE TEAM MEMBER
Amart Furniture
05.2021 - 10.2021
CONSULTANT
Samsung Electronics
02.2020 - 06.2020
MARKET RESEARCHER, Woolcott Research
06.2019 - 12.2019
Bachelor of Commerce - Human Resources
Macquarie University
01.2019 - 05.2022
CUSTOMER SERVICE TEAM MEMBER
Coles Supermarkets
11.2018 - 06.2019
TEAM MEMBER
McDonald's
12.2016 - 11.2018
TEAM MEMBER
KFC
03.2016 - 12.2016
HSC -
Chatswood High School
01.2013 - 12.2018
Early Customer Engagement Specialist
Commonwealth Bank Of Australia, CBA
9 2023 - 12.2023