Administrative Assistant Customer Experience

MARICRIS SIRON

KEY SKILLS

Customer

experience and

Administration

Complaints handling

and resolution

Invoicing and

accounting

Work scheduling and

management

Data generation and

analysis

Problem solving and

decision making

Salesforce, Freshdesk,

Gentrack, Genesys,

Orion, GIS

Canva, Adobe,

Capcut

Google suite,

Microsoft suite,

OneNote, Zoom,

Whatsapp, Bitly

LinkedIn, Meta

Business Suite

Social Media

Platforms

BizEDocs, PATCHs

PERSONAL SUMMARY

Australian public and private sector experience. Customer and stakeholder engagement. Problem solving and business enhancement. Research and development. Business

collaboration and support. Values integrity and work independence. Detail oriented. Adaptable. Team player. PROFESSIONAL EXPERIENCE

UTILITIES SPECIALIST / DEVELOPMENT SUPPORT

Urban Utilities (Oct 2021 – Mar 2024) Brisbane, Australia Development connections. Problem solving. systems. Business enhancement. Customer and stakeholder support. CRM Ad Hoc support

Key Responsibilities

Water utilities connections for new developments

Invoice preparation and billing queries

Infrastructure charges generation

Customer queries and stakeholder support

Freshdesk savvy

CUSTOMER SUPPORT SPECIALIST

Sunwater Limited (Oct 2018 – Sep 2021) Brisbane, Australia Complaints handling. Daily accounting. Billing and allocation queries. Water transfers. Emergency planning and management. Customer and stakeholder engagement.

Key Responsibilities

Manual invoices, refunds and credit notes

Daily accounting spreadsheet

Contract preparation/documentation and water transfers

Permanent and temporary transfers of water allocations

Issued outages, EAP and Early warning (Whispr application)

Data generation (vlookup and pivot tables)

Website updates for new information through WordPress

Actioned billing and usage queries via phone and email

Proficiency in GIS, RP Data (Core Logic), CITEC Confirm CUSTOMER INITIALISATION SPECIALIST

Red Energy (Nov 2014 – Aug 2018) Melbourne, Australia Ombudsman complaints and investigations. Customer complaints and problem solving. End to end connection requests (electricity and gas)

+639********* Nueva Ecija, Philippines

*******@*****.***

MARICRIS SIRON

EDUCATION

2002

Bachelor of

Science in Human

Ecology, University

of the Philippines

2013

Certificate IV in

Business,

Institute of Tertiary

and Higher

Education Australia

(incomplete)

Key Responsibilities

Escalations and urgent requests negotiation and resolution including Ombudsman complaints

Third-party invoicing and upfront payments invoices

B2B service orders for numerous job types including follow up requests and updates

Stakeholders’ liaison (networks/distributors, contractors)

Requests validation – email, online and paper requests

Gentrack and Genesys applications savvy

WORKFLOW COORDINATOR/NEW CONNECTIONS OFFICER

Citipower/Powercor (Feb 2013 – Oct 2014) Melbourne, Australia Daily allocation of work tasks and scheduling. New and existing electricity requests, meter investigations and alterations. Portal requests for processing.

Milestones

Register system for jobs received and issued, have also identified pending and delayed job orders.

Created a feedback process for all jobs referred to and undertaken by other departments.

Key Responsibilities

Prepared scope documents and allocated jobs for area inspectors

Validated and checked job requests

Contacted stakeholders and clients for job clarification

Created new GIS points for properties

Registered new addresses for Australian distributors’ database

(CIS-OV)

Raised service orders for meter investigations, meter reconfigurations and tariff change requests

Produced bi-monthly reports on outstanding B2B service orders

Processed online requests via the online portal REConnect

Documents management system and archiving

ASSISTANT WORKFLOW COORDINATOR

Origin Energy (Adelaide) (Mar 2011 – Sep 2011)

Ombudsman complaints validation including direct customer complaints. Allocated complaints to the department. Key Responsibilities

Allocation of received complaints

Complaints classification and categorisation

Customer service through phone end email correspondences *******@*****.*** +639********* Nueva Ecija, Philippines MARICRIS SIRON

ADMINISTRATION OFFICER

Department of Transport, South Australia (Jul 2008 – May 2009) Key Responsibilities

Projects and plans archiving through document management system (PATCHs database)

Managed calendar schedule of the department manager

Scheduled team meetings and individual catch ups

Registered leave applications and overtime

Processed and raised invoices through the internal e- procurement system

Processed IT service/program requests including stationery and supplies

ADMINISTRATION OFFICER

Department of Primary Industries, South Australia (Apr 2008 – Jun 2008)

Key Responsibilities

Utilised eDocs/Hummingbird program for documents and projects archiving

Managed phone queries from both internal and external customers

Provided administrative assistance to the team

Nueva Ecija, Philippines

*******@*****.*** +639*********

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