1. Curriculm Vitae - R O N A L D C R O S S
Address: Unit 15, 8A Ashton Street, Rockdale, NSW 2216 Phone: 02 9588 9898
Email: mailto:rdstcross@dodo.com.au Mobile: 0466 533 748
Page 1 of 5
PROFILE
A self-motivating achiever with extensive experience in sales forecasting and analysis,
and Resource Management. In addition, I have experience in developing marketing
roadmap to support overall profit and growth objectives for the organization.
Total focus on customer needs, effective management of client relationships, customer
liaison, customer relations and experience in servicing high net worth & high volume
clients in high-pressure environment.
Excellent team player that develops good working relationships. Represents the
company with professionalism, poise and integrity. Result oriented and committed to
providing quality service and exceeding targets.
PROFESSIONAL EXPERIENCE
Toll/Probe Group Feb 2016 - Dec 2016
Customer Service Consultant (contract)
Duties:
- Inbound calls in call centre environment
- Average of 80-120 calls a day
- Organising Pick Ups
- Track and Trace Parcels
- Follow up with Depot / Drivers
- Closing open requests
- Creating service requests
- Resolving customer queries
Baycorp Sep 2015 – Nov 2015
Collection Officer (contract)
Key Responsibilities:
- Working on ATO site to assist with collection of client debt
- High volume outbound calls of roughly 80 to 100 a day
- Sending out client notices and statements
- Taking client credit card payments over the phone
- Assessing client debt and interest fees charged on the account
- Negotiating payment plans
Max Employment Feb 2013- Aug 2015

2. Curriculm Vitae - R O N A L D C R O S S
Address: Unit 15, 8A Ashton Street, Rockdale, NSW 2216 Phone: 02 9588 9898
Email: mailto:rdstcross@dodo.com.au Mobile: 0466 533 748
Page 2 of 5
Employment Consultant/Job Action Group Trainer
Key Responsibilities:
- Reviewing daily reporting from Centrelink ensuring all client meetings were
scheduled accordingly
- Liaising with Centrelink and providing status updates on clients progress in job
search and job successes
- Notifying Centrelink when clients are not successfully abiding Centrelink
requirements
- Exposure to variety of clients and dealing with high pressure events such as
single mothers, clients who did not want to be helped, drug and alcohol abused
clients, homeless, assisting clients recently out of jail and more
- Meeting with clients, interviewing, skill assessment, providing guidance, advice
and support with job search
- Reverse marketing which involved contacting employees and notifying of
potential candidates
- Assisting clients with building resumes, confidence, motivation, interview skills,
techniques and more
- Preparing clients for job interviews and job starts
- Regular contact with clients to ensure continuity and correct details of work place
are in fact correct
- Conduction group training sessions for clients with varied topics
- Relieving Reception
Commonwealth Bank of Australia (contract) Jan 2012 – Dec 2012
Business Centre Associate
Key Responsibilities:
- Responsible for assisting clients with merchant terminal enquiries/ issues
- Customer Service focus to clients involved troubleshooting, helpdesk support,
advice, organizing replacement machines, over the phone support and general
enquiries
- Ensuring merchant file and systems were up to date with correct information at
all times
- General administration work, CRM, cross referencing information in system and
ensuring up to date, stock control etc
- 70- 80 calls Inbound/Day from merchants
Allianz Australia Jan 2011 – Jan 2012
Case Manager

3. Curriculm Vitae - R O N A L D C R O S S
Address: Unit 15, 8A Ashton Street, Rockdale, NSW 2216 Phone: 02 9588 9898
Email: mailto:rdstcross@dodo.com.au Mobile: 0466 533 748
Page 3 of 5
Key Responsibilities:
- Responsible for reviewing workers compensations claims
- Organising Injury Management Plans and finalising Claims
- Assessing planning, reviewing treatment plans, approving and declining claims
- Liaising with treatment providers which varied from Personal Trainers,
Chiropractors, Physiotherapies, GP’s Surgeons and more
- Managing claims, which involved ensuring right treatments was being provided
- Assessing whether further treatments can be provided
- Monitoring service provider’s feedback and chasing progress of patients.
- Updating in house systems and reporting to ensure all patient information was up
to date and current
- Managing whether patients are attending appointment and abiding by
regulations.
- Ability to stay calm and handle a variety of clients such as irate clients, suicidal
callers, post-traumatic stress disorder clients and more
British American Tobacco Sep 2009 – Jan 2011
Customer Service Representative (CONTRACT)
Key Responsibilities:
- Make calls to various retail outlets and franchises that stock and sell cigarettes.
- Main territory that I am responsible for is Tasmania and some areas in Victoria.
- Calls breakdown being calling for orders and also at the same time cross selling
various other products.
- Also informing customers about new products and also products that are lined up
for deletion.
- Day to day calls can vary from 50 to 70 calls that has to be completed by 2pm.
- Coordinate with field representative to offer special promotions to retail outlets.
Australasian Compliance Institute (ACI), Sydney Nov 2008 – Jul 2009
Membership Sales Manager
The Australasian Compliance Institute (ACI) is the peak industry body for the practice of
compliance in Australasia. ACI serves its members by offering Education, Career Development &
Accreditation, Member Representation, Tools and Advocacy.
Key Responsibilities:

4. Curriculm Vitae - R O N A L D C R O S S
Address: Unit 15, 8A Ashton Street, Rockdale, NSW 2216 Phone: 02 9588 9898
Email: mailto:rdstcross@dodo.com.au Mobile: 0466 533 748
Page 4 of 5
- Responsible for coordinating and supporting of Membership Sales
- Managed membership and guest relationship
- Servicing existing member enquiries, Project office administration
- New Membership Sales Development (Research new prospects and areas)
- Customer Service
- Research potential new members
- Perform administrative functions including database management
Key Achievements:
- Introduced tasks to improve “after sales service” offering to client, thereby
improved ongoing client relationship for existing/new members.
- Maximized client retention and referral business by providing quality service to all
level of membership clients.
- Achieved KPI’s and targets
- Acted on member’s feedback by getting the company to introduce new course
offerings (Privacy
St George Bank (Personal Lending Division), Kogarah Jan 2005 – Nov 2008
Customer Value Consultant / Consumer Consultant
St George Bank, the 4th largest bank in Australia. Personal Lending division in St George is one of
the fastest growing divisions in the bank by repeatedly growing its clients base & lending portfolio
value.
Responsibilities:
- Responsible for processing of Personal Loan Applications
- Working in call centre environment
- Ability to handle high volume calls of up to 80 to 100 calls a day
- Cross sell / Up sell of other lending products
- Primary tasks revolved around Inbound / Outbound Calls
- Customer Service
- Problem Solving and dealing with customer disputers and queries
- Assisting customers with transaction activity – opening / closing accounts
- Sales Lead Generation
Key Achievements:
- Received multiple “Outbound consultant of the month” awards for meeting and
exceeding all KPI’s and Targets.
- Wrote retained business (existing customers) in the tune of $200K per month.

5. Curriculm Vitae - R O N A L D C R O S S
Address: Unit 15, 8A Ashton Street, Rockdale, NSW 2216 Phone: 02 9588 9898
Email: mailto:rdstcross@dodo.com.au Mobile: 0466 533 748
Page 5 of 5
Commonwealth Insurance Ltd, Sydney Apr 2001 – Dec 2004
Multiple Positions
Insurance Consultant Apr 2003 - Dec 2004
Bank Teller Sept’01-April ‘03
Educational Qualification:
Year Qualification Institute
August 1992 Diploma in Small Business Management and
Marketing Skills
Area of concentration:
Customer Service, Marketing/Sales, Product Sales,
People Skills and Management Skills
Professional Business College of
Australia, Sydney – Australia
May 1994 Retail Business Skills Certificate
Area of concentration:
Marketing Management, Customer Service, Product
Sales, Store Management, Warehousing, Stock
Control & Pricing and Quantitative Analysis
Peninsula Work Ventures, Sydney -
Australia
Professional Skills:
➢ FS146
➢ FSRA – Financial Services
➢ Sales Strategy & Product Analysis /
Customer Service
➢ Product Statistics & Theory ➢ Small Business Entrepreneurship
➢ International Business & Sales ➢ Management Decision Making
➢ Business Forecasting ➢ Quantitative Analysis
➢ Compliance and Risk 101
References (on request)