Resumé

CAREER PROFILE

 

To serve the community through my skills & experience from various industries, assisting them to attain their highest potential by whatever means and fulfilling whichever role/s most suitable.

 

KEY SKILLS & ABILITIES

 

• Excellent communication, inter/intrapersonal skills developed & built on through various customer service roles – Corporate for 2 years (Government and Medical sectors), Retail for 6 years and Hospitality for 2 years

• A love for customer service seen by patients at The Healing Rooms giving referrals, and upset customers at JB Hifi turning into grateful customers who offer hugs to staff.

• Attention to detail through data entry work and money handling through retail and administration experience

• Continuous improvement cycle used in retail & other industries throughout career.

• Enjoys working with people in a team shown by volunteering for a local choir by collaborating with musicians as a singer & working as an illustrator with a designer for five years.

 

CUSTOMER SERVICE

Oct 2017- Present
Youth Mentor at Youth Focus (Youth assistance through free counselling and mentoring)

 

Youth Mentor duties:

• After each meeting with mentee report to mentor coordinator

• Apply mentoring training from Youth Focus training and Diploma of Mentoring, Coaching and Interpersonal Facilitation.

• Coach mentee and maintain confidentiality

 

Nov 2017- May 2019

Receptionist/IT Support at The Healing Rooms (Medical Clinic)

 

Receptionist duties:

• Organising schedules and prioritising calls

• Listening to and fulfilling patient requests

• Work in a team to manage work load

 

IT Service duties:

• Trouble shooting for software and computer hardware

• Maintaining backups and updates for software

 

Mar - Oct 2016

Customer Service Officer at Housing Direct (The Housing Authority)

 

Customer Service Officer duties include:

• Call control (Dealing with emotional tenants efficiently & empathically)

• Operating computer software & data entry (Using telephony software & various operating systems to search/enter data)

• Time management (Sticking to time schedules. After each call quickly review to see how it could have been improved - not part of assigned duties, but I find satisfaction in this.)

 

Achievement:

Within the first month, achieved higher than expected call centre KPI.

Handled 50 calls within one day. (Team average is about 30 calls per day per person)

 

RETAIL EXPERIENCE: CUSTOMER SERVICE

 

Feb - Nov 2017

Media Advisor at JB Hifi, Oceankeys

 

Media Advisor duties:

• Providing customer feedback to managers

• Systematically finding, repricing and filing stock

• Merchandise the shop

 

RETAIL EXPERIENCE: CUSTOMER SERVICE

Nov - Dec 2016

Santa's Helper at Harvey Norman, Electrical Department, Joondalup

Santa's Helper duties:

• Complete customer forms with attention to detail

• Complete and apply online training (Occupational Health & Safety, Customer Service and sell complying to the Australian Competition and Consumer Commission)

• Work in a team to manage customer queue

 

Nov 2014 – Mar 2016

Sales Assistant at Florsheim (Designer shoe & fashion accessories company)

 

Customer Service Representative duties include:

• Handling difficult customers, complaints & returns.

• Work in a team & manage store on own (including sending/receiving stock & restocking store; opening & closing store.)

• Listen to the customer’s needs, find suitable products & sell the benefits

• Banking, cash handling, reconciliation.

 

Achievement: Learnt how to use Infinity, point of sales software, seamlessly in the first couple months of working at the store. Adapted how complete jobs to suit managers in the outlet & first grade stores.

Sales Achievements:

Top sales person in the store for two weeks. Top sales person for a day Australia wide.

 

COMPUTER & RELATED SKILLS

Operating systems:

Mac OS X & MS Windows

 

Microsoft suite (Windows & Mac):

PowerPoint, Excel, Word, Publisher & Access

 

Retail software:

MYOB (Windows & Mac)

Infinity, Retail Management System (Point of Sales software)

 

Adobe Design software (Windows & Mac):

Dreamweaver, InDesign & Photoshop

 

Medical Software:

Best Practice

 

Film production software (Mac):

Final Cut Pro 7 & iDVD

 

Government software:

iDirect (Standard Operating Procedures)

HAGIS (Mapping system)

Habitat (data entry)

IPFX (instant messenger/telephony/email systems)

PIMS (Personnel Information Management Systems - data entry)

Daybatch (Automated call centre system)

CISCO

 

OTHER EXPERIENCE

Previous positions:

2013

Personal Assistant, Inkblot Consultancy

2009–2012

Freelance Visual Artist, Costume Designer & Maker

2008 – 2012

Illustrator, media producer & choir member, I Voci (local choir)

2011

Journalist intern, Network 10

2010

Visual Artist, City of Perth & Chinese Chamber of Commerce

2010

Customer Service Representative, The Museum of Western Australia

2008-2010

Waitress, Kitchen Hand, Cashier and floater, Spotless Services & Mustard Catering

2006, 2009

Children Activity Attendant & Artist Assistant, Awesome Arts Australia

2008 - 2009

Sales attendant, Crumpler

2008

Bread Packer, New Norcia Bakeries

2007

Mystery Shopper

 

 

 

 

EDUCATION

 

2015 – 2016

Diploma of Mentoring, Coaching & Interpersonal Facilitation (Global Coaching Academy, International Coaching Federation)

2013

Yoga Teacher Training, 200 hours Yoga Alliance (8 Limbs Ashtanga yoga)

2013

Certificate IV Small Business (Harlequin Business Training & Consultants)

2011

Diploma of Mass Communication (Central Institute of Technology – CIT, Australia)

2010

Certificate III Business Administration (CIT, Australia)

 

OTHER RECOGNITION

 

2013, 2017

Apply First Aid (previously known as Senior First Aid – Australian Red Cross College 2013; Safety Corp 2017)

2016

Compliance with the Australian Competitor and Consumer Commission, Customer Service, Occupational Health & Safety (Harvey Norman Vibe Training)

2013-2016

National Police Clearance Certificate (Western Australia Police)

2013-2017

Occupational Health & Safety certificate (Office, Retail - WorkSafe SmartMove)

2015

Provisional Driving License - manual (Department of Transport)

2014 - 2017

Working with Children Clearance (Western Australia Police)

2011

21 years, Certificate of Participation (The Raine Study - cohort study)

 

Referees at request.


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