Amanda Castles
Thornton,NSW
Summary
I am a caring and compassionate Disability Support Worker with 12 months of experience assisting participants with various aspects of daily life. Succeed at building strong, supportive professional relationships with participants and colleagues and uphold the highest standards of integrity and respect in work. I am currently nearing completion of a Certificate III in Individual Support (Disability) with only one module remaining and over 120 hours of successful completion.
Overview
10
10
years of professional experience
Work History
Disability Support Worker
Sanctuary Place Living
04.2024 - Current
- Developed strong interpersonal relationships with participants, earning their trust and respect through consistent empathy and understanding.
- Provided emotional support to participants during challenging times, fostering resilience and coping skills.
- Supported participants in maintaining a clean living space by assisting with household tasks such as laundry and general tidying.
- Provided transportation for participants to attend medical appointments or partake in social activities safely.
- Documenting participants well-being and progress.
- Maintaining confidentiality of information.
- Upholding person-centered practise, strengths-based practise, active support and respectful behaviour.
- Documenting incidents and reporting directly to manager.
Care Worker
Australian Unity
03.2023 - 02.2024
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Maintained clean and safe living environment for all residents, ensuring their wellbeing.
- Transported clients to and from medical appointments with safety and efficiency.
- Built strong relationships with clients to deliver emotional support and companionship.
- Continually updated knowledge in aged care practices by attending professional development courses regularly.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Utilized strong problem-solving skills to address challenging situations with empathy and professionalism.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Engaged patients in meaningful conversation, socialization, and activity while providing respite care.
- Remained alert to problems or health issues of clients and competently responded.
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Concierge Operator
Service NSW – Maitland Contact Centre
07.2021 - 03.2023
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service
- Educate customers about online transactions
- Assist customers with making payments
- Remain calm and professional in stressful circumstances
- Strong email etiquette
- Update customer addresses and contact information
- Manage customer expectations by clarifying needs, identifying options
- Help customers navigate online systems to obtain services
- Use excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Customer Service Specialist
Stellar Asia Pacific - Wollongong, NSW
07.2019 - 12.2020
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Upheld quality control policies and procedures to increase customer satisfaction
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Consulted with customers to resolve service and billing issues
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Utilized active listening and communication skills to address customer inquiries.
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
Customer Service Attendant
Caltex Star Mart - Albion Park, NSW
04.2018 - 08.2018
- Reliability in assisting local stores understaffed
- Receiving positive customer feedback
- Processing bulk and large sales
- Updating fuel prices
- Completing safety training and fuel checks
- Reporting thefts to the manager and police quickly and effectively
- Being flexible with rotating shifts from 5am to 2pm or from 10pm to 5am
- Maintaining courtyard and fuel hoses
- Processed payments via cash, credit and debit cards and counted back change to customers to avoid cash drawer errors
- Sold store items and vehicle services to customers
- Maintained adequate food and beverages in display cases and refrigerators for customer convenience
- Activated fuel pumps to fill fuel tanks of vehicles with petrol or diesel fuel.
Bartender/Waitress
Mollymook Golf Club - Mollymook, NSW
03.2017 - 08.2017
- Presented menus to patrons, answered questions about menu items and made recommendations
- Checked identification to verify minimum age requirements for consumption of alcoholic beverages
- Refilled drinks and checked with diners to meet specific needs
- Monitored inventory to provide needed supplies to servers and bartenders
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems
- Cleaned tables and chairs to prepare dining area for next customers
- Displayed enthusiasm and knowledge about restaurant's menu and products
- Retrieved prepared orders from kitchen areas and promptly delivered to guests
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service
- Addressed complaints to kitchen staff and served replacement items
- Calculated charges issued table checks and collected payments from customers.
Apprentice Chef
Archer Hotel - Nowra, NSW
06.2015 - 02.2016
- Handled presentation standards and portion control requirements
- Worked with head chef to master cutting and preparation techniques
- Checked dates on food to maintain proper rotation, discarding expired items
- Assisted head chef by chopping and preparing cooking ingredients
- Used commercial baking and cooking equipment
- Plated food according to restaurant artistic guidelines to promote attractive presentation
- Checked food portioning for optimal presentation and cost control
- Streamlined kitchen processes to shorten wait times and serve additional guests.
- Placed orders to restock items before supplies ran out.
- Maintained food safety and sanitation standards.
Career Consultant
Path Careers - Nowra, NSW
04.2015 - 01.2016
- Worked with team to continuously improve career and placement opportunities for students
- Maintained knowledge of market and diverse career opportunities
- Helped students evaluate course choices and select relevant classes
- Educated customers on special pricing opportunities and company offerings
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Prioritized and organized tasks to efficiently accomplish service goals.
Skills
- Collaborated with behaviour specialist to develop and implement behaviour support plans
- Manage personal efficiently and uphold privacy practises
- Providing emotional support by active listening, validating their feelings, offering words of encouragement, respecting boundaries, encouraging self-care and supporting their decisions
- Being resilient and remain calm and professional when resolving enquiries and issues from participants who are under stress and presenting with challenging behaviours
- Flexible in response to evolving circumstances
- Professional representation of the organization
- Emphasize participants strengths and capabilities
- Offering assistance when needed but also respect participants autonomy
Timeline
Disability Support Worker
Sanctuary Place Living
04.2024 - Current
Care Worker
Australian Unity
03.2023 - 02.2024
Customer Concierge Operator
Service NSW – Maitland Contact Centre
07.2021 - 03.2023
Customer Service Specialist
Stellar Asia Pacific - Wollongong, NSW
07.2019 - 12.2020
Customer Service Attendant
Caltex Star Mart - Albion Park, NSW
04.2018 - 08.2018
Bartender/Waitress
Mollymook Golf Club - Mollymook, NSW
03.2017 - 08.2017
Apprentice Chef
Archer Hotel - Nowra, NSW
06.2015 - 02.2016
Career Consultant
Path Careers - Nowra, NSW
04.2015 - 01.2016
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