Kuoch - Government Worker - Melbourne, VIC, Australia

Kailiya Kuoch

Melbourne, VIC, Australia


Government Worker


Inbound and outbound customer service in banking,finance,insurance,debt recovery,sales and administration.

Work History

Member Services Advisor-Inbound Services

Credit Union Australia Limited

From May 2013

• Member account inquiries
• Processing documentations as requested
• Banking enquirers

Customer Service Agent

Inbound and Outbound

May 2012 - May 2013

Australian Taxation Office-Docklands Office Melbourne
May 2012 Customer Service& Solutions

Inbound Customer Service Representative

Early Collections Department

November 2012 - May 2013

on products trained:
• I-1 and I-7 (Individuals)
• B-1 and B-2(Business)
• Processing of Statements and application forms
• Business and Individual taxation enquirers
• Early Collections - processing and administrating general debt correspondences /inbound and outbound calls to taxpayers for debt obligations and collections including paying arrangements and documentation

Reason for leaving: Contract ending/seeking other employment opportunities/other co carer



May 2012 - May 2013


Member Services Advisor

NAB Melbourne

October 2010 - June 2011

(Direct Service/Credit Cards) and Premier Advisor

My key responsibilities included:

• Gold Personal Servicing, Cards and Premier Member Services
• Administration processing e.g. Credit Card Statements, refunds, investment inquiries
• Use of Financial computerized systems-Seibel
• Sales Targets for home loans quotas, credit cards, insurances
• Administration services like faxing, emailing and posting mails
• Up selling and crossing of banking products like RISK products, Financial Planning referrals

Reason for leaving: Nursing a sick family member

Customer Service Advisor

Amp Melbourne

April 2007 - March 2008

My key responsibilities included:
• provided information on variety products like Super, Insurances and services
• Assist in printing, gathering and processing information for customers.
• Customer service in cross promoting products like Financial Planning, Super, Risk Products, insurances
• General administration processing for Risk Retirements products

Reason for leaving: Return to Study

Freelance -Hair and Makeup Artist

From February 2004

Office Administrator Assistant for various temporary assignments(contracts)

My key responsibilities included:
• Cosmetic consultant -fragrance, hair and cosmetics makeup artist
• Sales counter consultant for various products
• Customer service
• Product launches
• Hair consultations/hair cutting and administrative task s
• Provide hair service and beauty advice for weddings and all occasions

Temporary assignments with various Agencies:
• Department of Human Services-Inbound Customer service hotline for Swine Flu
• Centrelink- Customer Service Internet Drive launch promoting Self Service
• The State Trustee - Customer Service- Interviewing beneficiaries on Deceased Estates on the service
provided and beyond

Counter Manager for Laura Mercier(MYER Chadstone)

Decision Point Distribution

September 2000 - February 2004

My key responsibilities included:
• Manage all aspects of retail sales, demonstrations, promotions and product launches
• Provide in-depth training to team members and provide continuous guidance and support
• Compile sales reports, data management(client file cards)
• Staff supervision and training
• Stock inventories
• Prepare promotional launches and events like Master Make Up Classes

Reason for leaving: Start own business/freelancing

Customer Service Agent(Inbound)Advisor/Sessional Trainer(Deportment)


My key repsonsibilities included:
• Answering Inbound patrons and guests calls regarding the products and services
• Provide hands on training to hair stylists and act as Resource Manager to 22 team members.
• Provide /liase services to other departments such Room Service, Laundry, Reception
• Assist in guest services translations
• Soft/upselling in food services like wines or accommodations

Reason for leaving: Obtain role with Decision Point(Blue Bell)/Myer as Counter manager
Skills and Attributes
• Experience in face-to-face customer service for over 25 years
• I am fluent in Chinese, Cambodian, conversational Thai, Portuguese, studying Spanish &Italian
• Community liaisons and volunteer work in Community health Centers looking after Elderly and provide
translations/community health services to Migrants
• Computer proficiencies in Office Software, Microsoft Windows, Excel, Fidelio, MYOB, PowerPoint,
ATO systems: Siebel, ICP, AIS, ATOMS, RMS, DOS, Internet
• Music/dance/photography

Qualifications & Certifications

KAPLAN Institute

William Angliss Institute

Train Small Groups Crown Casino School

Travel Tourism

Office Administration Traineeship Furnishing Publications Casey Institute

Prahran High School

William Angliss Institute

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