Alkira Blair-Bain
Glen Innes
Summary
I have had experience in hospitality and administration roles. I have exceptional collaborative and interpersonal skills; dynamic team player with well-developed written and verbal communication abilities. I am results-driven focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Hardworking and focused on offering excellent communication (written and verbal), business correspondence, managing mail, emails and updating tracking spreadsheets skills. I have experience in working with vulnerable people providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds and passionate about helping others.
Overview
7
7
years of professional experience
Work History
Customer Service Officer
Department Of Communities And Justice
06.2023 - Current
- Completed case management transfer checklist's, carer and special out of home care worker authorisations to support caseworker's and management.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to client calls to answer questions about services.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated solutions for customers inquiries per day while meeting and exceeding performance quotas.
- Actively listened to customers, handled concerns quickly and escalated major issues to managers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about updates and changes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Record case plan meeting, group supervision, and cluster meeting minutes ensuring the best quality, accuracy and details.
- Assisted caseworkers with entering information and records onto ChildStory
- Assisted in organising travel and accommodation for clients
- completed Fringe Benefit Tax returns, insurance claims, monthly safety checks and services on vehicles to ensure they were up to code
- Completed various administrative tasks such as making phone calls, answering emails and inputting data into systems.
- Maintained current knowledge of applicable procedures and compliance requirements to optimize effectiveness.
- Collaborated with departments such as pathfinders and biripi on daily basis to resolve issues.
- Developed and maintained relationships with community organizations and agencies.
Aboriginal, School Administration Officer
Department Of Education
11.2021 - 06.2023
- Worked in different roles in the office space, payroll, finance, receptionist, student desk and attendance.
- Assisted in the school library to maintain cleanliness, books and supervising the children during recess and lunch times.
- As a receptionist my roles and responsibilities included, keeping a track of the school calendar, maintaining correspondences with parents and school emails, greeting visitors upon arrival, answering a high velocity of phone calls, answering enquiries and retrieving help from teachers, deputies or the principal.
- Assisted with creating structure and served as a liaison between the principal and teaching staff and the parents
- While in the finance and payroll role I handled large amounts of money, preparing banking and I paid casual employees fortnightly ensuring the correct hours were paid.
- Working in attendance I ensured student absences were entered in the system, tracked any absences during the day in classes and chased up the reasons, sent the number of students attending each day to the Department of Education and sent out the daily notices to teachers and staff reminding them of important dates.
- During the time in which I worked at the student desk, I assisted students with enquiries, when they were unwell i would monitor their condition and contact parents if need be, administer prescribed medication and supported students that had behavioural problems in classes.
Student Learning Support Officer
Department Of Education
02.2021 - 02.2022
- Worked highly with disadvantaged youth, supporting their physical, mental, and social development using classroom games, activities and teach them coping skills and breathing techniques. Delivered personalized educational, behavioural, and emotional support to individual students to enable positive learning outcomes.
- Worked with Aboriginal youth, working around culture (dancing, art and music). I have assisted on cultural excursions, taking children back to country participating in activities.
- Assisted teachers with supervision and care of group of usually up to 100 children.
- Maintained safety and security by overseeing students in recess environments.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Documented student behaviours, interventions, and outcomes to enable lead teacher to address pertinent issues.
- Offered student support through special accommodations, extra assistance, and assessments.
- Maintained positive attitude and affirmatively communicated with each student.
- Monitored student classroom and outdoors activities to promote student safety.
- Supported a reading program to support students with learning disabilities.
- Facilitated activities in small groups to reinforce concepts taught by class teacher.
- Provided assistance to students with disabilities providing additional individual support for extra needs and learning.
- Assisted teachers with class planning and preparation for students.
McDonald's All-Rounder
McDonald's
02.2020 - 02.2021
- While working at McDonald's I played many different roles including, cafe barista, kitchen hand, cashier, drive-thru attendant, cleaner, and trainer
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Greeted customers promptly and took orders to keep flow of traffic moving.
- Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
- Trained newly hired employees on routine tasks and customer service.
- Performed food preparation responsibilities to meet franchise standards for quantities, speed, and packaging.
- Restocked workstations with supplies and food display cases with fresh selections to decrease customer waiting during busy periods.
- Processed orders on POS system and accepted cash and charge payments.
Waitress
Cuisine Cafe
02.2017 - 02.2020
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Used cash registers and credit card machines to cash out customers.
- Greeted new customers, discussed specials, and took drink orders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Bussed and reset tables to keep dining room and work areas clean.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Education
High School Diploma -
Glen Innes High School
Glen Innes, NSW11.2020
Skills
- Data Entry
- Service Recommendations
- Inbound and Outbound Calling
- Customer Support
- Training and Development
- Front line customer service
- Microsoft Applications
- Active Listening Strengths
- Critical Thinking
- Working collaboratively
- Planning and prioritising
- Time management
- Professionalism
- confidentiality
Working With Children Check
- WWCC - WWC2304102E
Accomplishments
- Inaugural Aboriginal student of the year award 2016 - This award gave the amazing opportunity to go to the Sydney Parliament house with Adam Marshall and meet Aboriginal leaders of NSW. I met the NSW Premier, Mike Baird, and was included in the closing the gap magazine.
- Various community awards
Referees
Jodie-Lea Haddenham-Roe - Acting Manager Client Service, Department of Communities and Justice
Jodie-lea.roe@dcj.nsw.gov.au
0472 865 846
Elizabeth Baz - Service Support Manager, Department of Communities and Justice
Elizabeth.baz@dcj.nsw.gov.au
0402 278 516
Jo-Anne Ashton - School Administration Manager, Glen Innes High School
Jo-anne.ashton@det.nsw.edu.au
0467 794 559
Timeline
Customer Service Officer
Department Of Communities And Justice
06.2023 - Current
Aboriginal, School Administration Officer
Department Of Education
11.2021 - 06.2023
Student Learning Support Officer
Department Of Education
02.2021 - 02.2022
McDonald's All-Rounder
McDonald's
02.2020 - 02.2021
Waitress
Cuisine Cafe
02.2017 - 02.2020
High School Diploma -
Glen Innes High School
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