Summary
Overview
Work History
Education
Skills
Personal Information
Volunteer Work History
Certification
Additional Information
Languages
Timeline
Generic
Shaila Zabeen

Shaila Zabeen

Cranbourne West,VIC

Summary

Experienced in customer service, consulting, counselling and teaching & community support roles, ensuring high quality and timely information and support provided. Passionate about entering the community sector and thrive on engaging and building relationships with others. Wanting a role where I can continue to support others. Bring excellent interpersonal skills, empathy, and professionalism to my work. Ability to work collaboratively and on my own to achieve company expectations and requirements. Have management & supervisory skill too in business Sector with very much Motivational quality & friendly attitude.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Collections Officer

Healthscope Operations PTY Ltd
09.2024 - Current
  • Consult with Health fund & Patients
  • Enquiry the outstanding Balance according to Healthscope policy
  • Try to Understand situation & insurance policy & the reason of Debt
  • Intention for Collect Full payment as early as possible
  • Report Writing & send Correspondences to relevant person for collection
  • Take control or gives additional time with conditions
  • Building and maintaining stakeholder relationships to ensure project success
  • Managing, collating, interpreting, and analysing data to produce reports and dashboards for strategic and operational planning

Debt Collection Officer

ATO
11.2022 - 06.2024
  • Company Overview: Dandenong, VIC
  • Consult with Several Client & Tax Agent everyday
  • Manage Client according to ATO policy
  • Try to Understand Client situation & asses the reason of Debt
  • Intention for Full payment or Payment Plan establish
  • Report Writing & send Correspondences
  • Arrange meeting or given additional time with conditions
  • Confirmed lodgement & Financial transaction
  • Building and maintaining stakeholder relationships to ensure project success
  • Managing, collating, interpreting, and analysing data to produce reports and dashboards for strategic and operational planning
  • Undertaking project activities and related administrative tasks and functions
  • Frequently use to work with CRM system to proceeds Client's financial information
  • Try to understand clients mental health & financial conditions after then advise them according to their conditions
  • Dandenong, VIC

Customer Contact Officer

NDIA
06.2021 - 10.2022
  • Company Overview: Dandenong, VIC
  • Managing complex inbound enquiries and measured against consistent KPIs
  • Logging detailed interactions for all the tasks and actions in accordance with policy and procedures
  • Assisting with input and maintenance of data, records, and reports
  • Data entry, processing and follow ups
  • Handling enquiries and complaints and channelling them to relevant departments
  • Assist office support administrative support to staff and stakeholders
  • Assisting with data remediation and analysis on relevant project activities
  • Supporting regular project reporting, including status updates and exception reports
  • Building and maintaining stakeholder relationships to ensure project success
  • Managing, collating, interpreting, and analysing data to produce reports and dashboards for strategic and operational planning
  • Undertaking project activities and related administrative tasks and functions
  • Frequently use to work with CRM system to proceeds PPT's information
  • Counselling participant according to their health conditions & budget
  • Dandenong, VIC

Owner and Manager- Online Boutique Business

Shujonta
01.2018 - 09.2022
  • Work with suppliers and wholesalers to make decisions about stock and pricing
  • Deliver prompt and timely customer service
  • Respond to any customer enquiries and issues
  • Choose products and import from overseas retailers
  • Calculate international postage and other regulatory requirements
  • Develop, maintain, and ensure sales platform accurate with relevant data/visuals
  • Ensure product is safely packaged and posted to customer within strict timeframe

English Tutor

Djarrewarra Community and Education Centre
01.2020 - 12.2021
  • Teaching English to adult learners
  • Communicate with and support people with diverse backgrounds and languages
  • Online teaching via virtual platforms
  • Meeting students online both individually and group session

Customer Service care & Cashier

Woolworths Supermarket
01.2012 - 12.2015
  • Customer facing role
  • Working to strict KPI's and targets (often of over 90 customers per day)
  • Weighing, scanning, and recording prices of products
  • Receiving and processing payments for goods and service
  • Issuing sales dockets and giving change
  • Dealing with customer issues and queries
  • Supporting colleagues within fast paced role
  • Follow instruction and take imitative as required

Community Support Worker & counsellor

Women's Health in the Southeast (WHISE)
01.2011 - 12.2012
  • Assessed client needs and provided support and referrals as required
  • Worked with and supported women from diverse backgrounds, including asylum seekers and refugees
  • Client home visits to undertake assessment and support as required
  • Taught English to women at level required, including very low literacy level
  • Provided wide ranging advice including emotional support, financial and budgeting assistance, and where to access further services and resources
  • Utilised interpreters as required

Customer Service/Cashier

Woolworths Supermarket
01.2011 - 12.2012
  • Customer Facing role
  • Working to strict KPI's and targets (often of over 90 customers per day)
  • Weighing, scanning, and recording prices of products
  • Receiving and processing payments for goods and service
  • Issuing sales dockets and giving change
  • Dealing with customer issues and queries
  • Supporting colleagues within fast paced role
  • Follow instruction and take imitative as required

Family Counsellor

Society for the Education of the Intellectually Disabled
01.2007 - 12.2007
  • Company Overview: Bangladesh
  • Provided teaching and support to the community
  • Provided counselling support to parents to assist them I am caring for their child, with special needs
  • Provided information in relation to special needs to parents, children
  • Understanding of confidentiality and privacy in relation to client personal information
  • Worked in collaborative team to provide support to families
  • Individual and group sessions
  • Bangladesh

Education

Graduate certificate - Mental Health

Victoria University
01.2025

Certificate - Identifying and responding to family violence risk

Chisholm, Tafe
01.2024

Leadership & Supervisory skills Course -

Chisholm, Tafe
01.2021

Certificate - Special kids & Disability

SWID, Bangladesh
01.2007

Master Of Science - Home Economics

National University - Bangladesh
01.2007

Bachelor Of Science - Home Economics(honours)

National University - Bangladesh
01.2005

Bachelor Of Commerce -

National University - Bangladesh
01.2001

Skills

  • Counselling experience
  • Victorian full driving license
  • Working with children check
  • Excellent communication skills
  • Proficient in computer skills
  • Experience in CRM
  • Experience in customer facing roles
  • Excellent writing skills
  • Excellent planning skills
  • Multilingual
  • First aid certificate
  • Management skills
  • Supervisory skills
  • Experience in handling people in mental health situations
  • Experience in handling people in financial hardship situations

Personal Information

Hobbies: Writing, Poem, novel & feature writing, Publish regularly at several newspapers, Four solo books published already, another one will be soon, Explore & visit new places, Gardening, Reading books, Cooking

Volunteer Work History

Djarrewarra Community and Education Centre, English Tutor, 01/2020, 12/2021, Teaching English to adult learners, Communicate with and support people with diverse backgrounds and languages, Online teaching via virtual platforms, Meeting students online both individually and in group sessions

Certification

First aid

Disability & special kids

Supervision skill

Additional Information

Passion is writting

Languages

English
Full Professional
Bengali
Native or Bilingual
Urdu
Limited Working
Hindi
Professional Working
Arabic
Elementary

Timeline

Collections Officer

Healthscope Operations PTY Ltd
09.2024 - Current

Debt Collection Officer

ATO
11.2022 - 06.2024

Customer Contact Officer

NDIA
06.2021 - 10.2022

English Tutor

Djarrewarra Community and Education Centre
01.2020 - 12.2021

Owner and Manager- Online Boutique Business

Shujonta
01.2018 - 09.2022

Customer Service care & Cashier

Woolworths Supermarket
01.2012 - 12.2015

Community Support Worker & counsellor

Women's Health in the Southeast (WHISE)
01.2011 - 12.2012

Customer Service/Cashier

Woolworths Supermarket
01.2011 - 12.2012

Family Counsellor

Society for the Education of the Intellectually Disabled
01.2007 - 12.2007

Graduate certificate - Mental Health

Victoria University

Certificate - Identifying and responding to family violence risk

Chisholm, Tafe

Leadership & Supervisory skills Course -

Chisholm, Tafe

Certificate - Special kids & Disability

SWID, Bangladesh

Master Of Science - Home Economics

National University - Bangladesh

Bachelor Of Science - Home Economics(honours)

National University - Bangladesh

Bachelor Of Commerce -

National University - Bangladesh

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Shaila Zabeen