Tim Icli
Inner South West Sydney,Australia
Summary
I have over 10 years customer service experience in various work environments such as high volume call centres and small businesses operations. I have managed complaints and provided solutions on behalf of customers and managers along with developing new strategies, quality assurance and training guides to improve the customer experience.
Achieved rewarding service recognition for the best customer service within the banking and insurance industry.
I also possess strong friendly rapport building skills and have been successful in forging strong relationships to further understand the customer expectation and help to improve the business sales and customer experience. I am also proficient as a typist with above 55 words per minute and have a sound understanding of financial, CRM and Payroll systems.
I am very passionate in helping others and enjoy the challenges that come with exceeding the clients expectations.
Overview
18
18
years of professional experience
Work History
Assistant Manager (Family Owned Business)
Christina's School Ready Day Care
11.2018 - Current
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
- Implemented best practices to optimize clients'' organizational performance, leading to improved operational efficiency.
- Managed budgets responsibly, ensuring optimal allocation of resources while minimizing unnecessary expenses.
- Stayed current on guidelines to maintain compliant program operations.
- Enhanced parent satisfaction by addressing concerns promptly and implementing effective solutions.
- Operated under licensing guidelines to protect health, safety and well-being of children.
- Developed relationships with community organizations to provide additional resources and services to families.
- Engaged with parents and families to build positive relationships for children to thrive.
- Resolved conflicts and administered corrective action to foster positive experience for children and staff.
Insurance Sales Consultant
Woolworths Insurance
11.2017 - 11.2018
- Motor and Home/Land & Pet Insurance Sales
- Providing quotes/discount pricing by phone
- Onboarding of new customers
- Exceeding weekly sales targets of 30%.
Client Consultant
Citrus Group
10.2017 - 12.2017
- Contacting clients to handle and manage objections
- Update CRM with all relevant information
- Lead generation & sales
- Appointments arrangements.
Online Customer assistant
CTI Emporium
11.2016 - 08.2017
- Pricing and product research
- Invoicing & gift packaging
- Assisting clients with queries by phone and email
- To oversee, monitor and improve the client service processes to ensure effective.
Customer Service Representative Team Lead
MLC Wealth
05.2016 - 10.2016
- Sorting client data on excel to identify product type and any client policy discrepancies
- Proactive approach to notify customers via Phone/Email to update accounts
- Routine follow up the Member, Adviser and or Employer via Email and Phone
- Ensure AML requirements are met and information recorded accurately on all client files
- Provided additional support to the Manager and customer service team where required.
Intermediary Relationship Consultant
ANZ Wealth
04.2014 - 01.2016
- Daily processing of Fund alterations and updates using Composer & Sharepoint
- Documentation & compliance processing of Fraudulent funds and Financial e-crime cases
- System updates, allocations of contributions & adhoc requirements processed
- Electronic and administrative funds transfers processed and checked with relevant parties
- Daily audits of funds received to identify any errors & notify Accounts department
- All client requests Applications-Statutory Declarations assessed for Manager approval
- Target reached: reduced 60 day old requests to 1-2 days - prior to 6 months.
FOFA Advice - Compliance & Audits
AMP Financial Planning
08.2013 - 10.2013
- Vetting all SOA's for IPAC, AMP Horizons & Chartered Accounts under FOFA guidelines
- Assist with changes to the Salesforce system to enhance communication with Planners
- Coaching Advisers to meet the new customer Best Interest Duty of Care standards
- Checking all areas of Scope of Advice are captured (Fact Find & Client Reviews accessed)
- Changes to checklists to improve processes, implemented new advice fields on system.
Client Relationship Co-Ordinator
AMP
11.2012 - 07.2013
- Client Record of Advice (ROA) investment recommendation calculations
- Regular Client bookings for review and advice and changes made on the COIN system
- SMSF Processing and Reporting and managing new business applications
- MLC & Macquarie CMT monitoring, Term Deposits reporting, Pension and Centre link tasks
- Transact on Macquarie Wrap platform - withdrawals, switch strategies & selling of Shares
- Managing new business applications and transitions to new dealership license codes
- Monitoring of Client Accounts re: Term Deposits recommendations given to Advisers
- Presentation of financial documentations ROA, SOA, Client Mind Maps, Client Reviews
- Presentation of bucket diagrams, pie charts and reporting for client review reports
- Preparation of portfolio valuations, correspondence and reports to various advisers
- Monthly reporting of Term Deposits maturity and spreadsheet calculations.
Family Business Co-Owner
Aviva Print
03.2011 - 10.2012
- Retail Sales and Face to Face Customer Service & Sales
- Daily Quality Assurance of Printed products e.g Books, Flyers etc
- Sorting, Packaging and presentation of printed items
- MYOB Payroll Systems - Accounts invoicing & Stock Control
- Delivery management
- Printing Press Machine Operation
Retail Sales & Supervisor
Colonial First State
12.2009 - 01.2011
- Staff trained and coached on the online and admin systems to ensure clients are then provided with all the necessary knowledge and understanding on how to use the website
- Assist Manager with irate clients or any customer complaints
- Supported clients, Advisers and BDMs with all account issues
- Daily email communication with clients concerning a ranger of employer requests
- Transaction of Investment switches, withdrawals & insurance quotes
- Answering Adviser and Employer queries and processing requests with 1 day turnaround
- Helped Managers and Project team exceed the target set by Senior Management.
Team Leader
TAL Australia
10.2005 - 12.2009
- Establishing Corporate Superannuation Plans & uploaded onto the CFS Website
- Regular appointments set for Corporate Clients (Payroll, HR & Advisers for online training)
- Product assistance provided daily to CFS Advisers and BDMs - Emails actioned with 1 day
- Payroll Mapping & data feeds adjustments & Insurance data Comparison V-look up
- Providing technical support to other teams and coaching internal staff
- Responsible for creation of online PIN/Passwords for CFS Employer Superannuation client
- Assisted and coached the Contact Centre team and team leader with technical issues, Process Control, Statutory Analysis Reporting.
Education
Institute of Investment Banking - FNS -
DFP qualified - RG146 Complaint Student No - 0724DFP -
IFSA Kaplan RG146 Insurance -
Kaplan
IFSA Kaplan RG146 Superannuation -
Interim Technology Course Excel - Intermediate -
Management Work Shops -
Diploma of Financial Planning - Financial Planning RG146
Institute of Investment Banking
12.2013
Skills
- Insurance/Superannuation
- Financial Administration
- Sales - Insurance products by phone
- Direct Sales - Face to Face
- Customer service focused
- Team Management
- Microsoft Word & Excel
- Quality Assurance
- Analytical Thinking
- Problem Resolution
- Compliance Legal Documentation - Fraud / Crime
- Financial plans & Audits
- First Aid/CPR
- Touch type - Software Proficiency
- Analytical and Critical Thinking
- Hiring and Training
- Customer Relationship Management (CRM)
References
Available on request
Timeline
Assistant Manager (Family Owned Business)
Christina's School Ready Day Care
11.2018 - Current
Insurance Sales Consultant
Woolworths Insurance
11.2017 - 11.2018
Client Consultant
Citrus Group
10.2017 - 12.2017
Online Customer assistant
CTI Emporium
11.2016 - 08.2017
Customer Service Representative Team Lead
MLC Wealth
05.2016 - 10.2016
Intermediary Relationship Consultant
ANZ Wealth
04.2014 - 01.2016
FOFA Advice - Compliance & Audits
AMP Financial Planning
08.2013 - 10.2013
Client Relationship Co-Ordinator
AMP
11.2012 - 07.2013
Family Business Co-Owner
Aviva Print
03.2011 - 10.2012
Retail Sales & Supervisor
Colonial First State
12.2009 - 01.2011
Team Leader
TAL Australia
10.2005 - 12.2009
Institute of Investment Banking - FNS -
DFP qualified - RG146 Complaint Student No - 0724DFP -
IFSA Kaplan RG146 Insurance -
Kaplan
IFSA Kaplan RG146 Superannuation -
Interim Technology Course Excel - Intermediate -
Management Work Shops -
Diploma of Financial Planning - Financial Planning RG146
Institute of Investment Banking
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