Thanh Lam Phan
Punchbowl,NSW
Summary
Results-driven professional with a strong background in tenancy management and customer service. Skilled in managing tenant information and ensuring compliance with regulations, while fostering collaboration among team members to achieve high customer satisfaction and streamline processes.
Overview
4
4
years of professional experience
Work History
Client Service Officer
Canterbury Tenancy Team - Department of Communities and Justice
Miranda/ Ashfield, NSW
02.2022 - Current
- Facilitated client inquiries and provided accurate tenancy information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained a positive relationship with clients through regular contact and follow-up calls.
- Managed tenant information, ensuring confidentiality and accuracy to uphold trust and compliance.
- Engaged with internal specialists and external service providers, facilitating referrals to effectively address tenant support needs.
- Managed documentation related to tenancy agreements and dispute resolutions.
- Monitored workflows and identified work priorities, supported team development and training needs.
- Assisted in training new Client Service Officers on policies and procedures.
- Worked in partnership with Housing Portfolio (HP) to monitor the progress of the maintenance works and vacant restoration process to to reduce turnover time.
- Ensured compliance with applicable laws, regulations and Homes NSW standards.
Education
Certificate IV in Housing -
TAFE NSW
05-2024
Certificate III in Individual Support - Ageing
TAFE NSW
09-2019
Bachelor of Business - Accounting And Finance
UTS
Ultimo, NSW11-2011
Diploma of Business And Commerce - Business
UTS Insearch
Ultimo, NSW06-2008
Skills
- Customer relationship management
- Tenancy management
- Compliance assurance
- Documentation handling
- Data analysis
- Problem resolution
- Workflow prioritization
- Team collaboration
- Effective communication
- Calm and professional under pressure
Languages
Vietnamese
Professional
Timeline
Client Service Officer
Canterbury Tenancy Team - Department of Communities and Justice
02.2022 - Current
Certificate IV in Housing -
TAFE NSW
Certificate III in Individual Support - Ageing
TAFE NSW
Bachelor of Business - Accounting And Finance
UTS
Diploma of Business And Commerce - Business
UTS Insearch