1. Craig DILLON, Resume Page 1 of 4
PERSONAL DETAILS:
Name: Craig Dillon
Address: 23 Bourke Crescent
Hoppers Crossing Victoria 3029
Telephone: 0402 127 146
Email: crows63@gmail.com
CAREER GOALS:
To develop an ongoing and rewarding career in the superannuation industry
with a focus on customer service within a progressive organisation focused on
superior customer experience and outcomes, through a committed and active
team environment.

2. Craig DILLON, Resume Page 2 of 4
Demonstrated skills and abilities:
 Customer service: Assisting customers with enquiries regarding
financial service matters, both through incoming call centre and walk-in
customer service centre.
 Providing exceptional level of customer service to ensure all needs are
met.
 Senior Customer Care Representative: responsibilities included
assisting team members with any inquires, taking any escalated calls,
daily running of team and recording of daily records.
 Conflict and Complaint Resolution
 Assisted in training of new customer care representatives after
corporate training.
 Cash handling experience.
 Preparation and maintenance of staff rostering.
 Identification of possible duplicate accounts.
 Processing of BPay payments into members accounts; the creation of
BPay accounts allowing members to pay directly into their active
accounts; reactivation of BPay account once an account has become
preserved.
 Processing of requests for change
 Recording of Salary Sacrifice Application
 Data Integrity Testings
 Use of Financial services software
 Maintenance of member records
 System testing prior to implementation of new systems. In particular
implementation of Customer Relationship Management system, E-
pass.
 Development of procedural manuals.
 Liaison with government agencies.
 Compliance with legislative requirements.
 Accuracy and attention to detail on all tasks undertaken.
 Management of high volume call traffic, within agreed timeframes.
 Processing Term Deposits

3. Craig DILLON, Resume Page 3 of 4
WORK HISTORY:
Dec 2015 – Current
WHSmith Melbourne Airport T4
CustomerService Retail Team Leader
Over see daily running of busy retail outlet in Terminal 4
Melbourne Airport
- Attending to customerrequirements
- Cashing registerup end of shift and look into any errors that
may have come up if tills do not balance.
- Making sure staff follow processed and procedures to
maintain a high level of customersatisfaction.
- Also insuring store is fully stocked at all time and always
looking at better ways to increase sales within my store
October2012-October-2015
Colonial First State
Business Transition Administrator - Case Manager for
Inspecie Transfers
August 2011– September2012:
IOOF
Administrator – New Business and Transition
January 2008 – July 2011:
AXA Australia
Consultant – Inspecie Transfers
Administrator Consultant North Service
June 2007 – January 2008:
AVIVA Australia
Client Service Officer
October2003-May 2007:
Super SA

4. Craig DILLON, Resume Page 4 of 4
September2005 – May 2007:Data Management Officer
October2003 – September2005:MemberService Officer
May 1999 to September2003
Singtel Optus Pty Ltd
CustomerCare Representative, Incoming Call Centre
July 1980 - April 1999:
Various hospitality roles including:
 Trade qualified Cook
 Management of various Food service businesses
PROFESSIONAL DEVELOPMENT:
 1983: Regency Park School of Food and Catering, Commercial
Cookery qualification
 2004: PS 146 for the Superannuation Industry
 2004: FNBASC03UA, Provide Advice in Superannuation
COMMUNITY INVOLVEMENTS:
 Electoral Commission: Polling Officer for SA State Election.
 Australian Bureau of Statistic: 2006 Census field worker
 Volunteer with Sunbury, State Emergency Service (SES)
 Section Leader People (SES)
 Companion with Camp Quality (Kids with Cancer)
PROFESSIONAL REFEREES:
Referees available upon request