Tran Mai
Sunshine,Australia
Summary
Highly dedicated, diversified and knowledgeable Customer Service Officer in Hostplus superannuation with a proven track record in resolutions and customer satisfaction. Extremely eager to further develop skills and work towards career goals within the company.
Overview
8
8
years of professional experience
Work History
Customer Service Officer
MUFG
08.2023 - Current
- Execute a range of duties for Maritime and Maritime Defined Benefits superannuation accounts such as outbound calls, emails, enquiries and requests along with administration duties.
- Update Maritime Defined benefits knowledge management.
- Assess call quality for the Specialist team and provide feedback accordingly.
- Handle inbound calls for a range of queues: Maritime, specialist, members, advisor, pensions and claims queues within Hostplus Superannuation.
- Respond and liaise with the Trustee, key accounts coordinators, financial advisors and other teams through emails and resolving any requests and complaints.
- Organised training for Maritime defined benefits and returned mail administration.
- Experience in reporting suspicious matter reports
- Maintain exceptional customer service whilst meeting KPIs, addressing customer enquiries and resolving enquiries efficiently with fantastic customer satisfaction.
- Handle emails and requests (eg. balance letter) for the Specialist Team.
- Process high volumes of returned mail for Hostplus members.
- Experience in click2chat - online chat support for Hostplus members.
Table Games Dealer/Higher Duties Supervisor
Crown Casino Melbourne
04.2017 - 03.2023
- Highly experienced in a fast-paced environment, dealt and coached in a variety of table games - Blackjack, Poker, Baccarat and Roulette
- Supervised and coached new and experienced dealers to ensure compliance with casino rules and regulations
- Identified and reported suspicious cash activity in respect to the AML/CTF act to prevent crime
- Handled escalated issues and complaints as a supervisor in a timely and professional manner, resolving them swiftly to maintain a positive gaming experience
- Monitored table games performance and inventory of gaming equipment to ensure its efficiency
- Monitored gaming integrity, gaming compliance, operational efficiency and gaming behaviours to ensure a positive gaming experience
Education
Bachelor of Science - Health Science (Paramedics)
Victoria University
11-2017
Skills
- Written and verbal communication
- Empathy
- Outstanding time management skills
- Great critical thinking skills
Timeline
Customer Service Officer
MUFG
08.2023 - Current
Table Games Dealer/Higher Duties Supervisor
Crown Casino Melbourne
04.2017 - 03.2023
Bachelor of Science - Health Science (Paramedics)
Victoria University
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