Amanda Zerafa
Raby,NSW
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service. Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Call Center Representative
NRMA Insurance
10.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Enhanced client well-being by providing comprehensive support and resources tailored to individual needs.
- Assisted clients in achieving greater independence, fostering a sense of empowerment through guidance and encouragement.
- Established trust-based relationships with clients through empathetic communication and active listening skills.
Customer Contact Centre Information Consultant
Suncorp Group
02.2022 - 06.2023
- Assisting customers with banking troubleshooting issues
- Banking queries, including and not subjected to withdrawals, deposits, fraud activity, banking statements, Customer complaints, account opening/closing and general banking advise.
- Enhanced client satisfaction by providing tailored information solutions to meet their specific needs.
Youth Worker
Department Juvenile Justice QLD
01.2021 - 01.2023
- Supervision of young detainees in custody and in Court.
- Provided individualized support for at-risk youth, resulting in increased self-esteem and positive behaviour changes.
- Developed strong relationships with community partners to secure resources and opportunities for youth served.
- Designed engaging curriculums tailored to specific needs of diverse groups of young people, fostering personal growth and skill development.
- Established trusting relationships with young people through empathetic listening and genuine interest in their lives outside of program hours.
Employment Service Consultant
Tursa Employment & Training
01.2021 - 01.2022
- Case Management in employment assistance
- Employer referrals, Assisting with resume Cover letters and employment preparation.
- Managed portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Organized workshops and seminars aimed at educating customers about product offerings and industry developments, fostering long-term engagement.
- Efficiently managed multiple projects simultaneously while maintaining strict deadlines and quality standards.
- Developed process improvements to enhance overall delivery of service.
Transition to Work Case Worker
ETC Employment
01.2019 - 01.2022
- Case Manager in TTW program with youth and young people transitioning from detention or school.
- Improved team morale and productivity through effective communication and active listening skills.
- Completed projects on schedule and within budget, leading to increased client satisfaction and repeat business.
- Managed multiple concurrent projects successfully while adhering to strict timelines and budget constraints.
- Established strong working relationships with clients through excellent communication skills, fostering long-term partnerships built on trust.
- Negotiated favourable contracts with suppliers, resulting in reduced costs and improved overall profitability for the company.
Phlebotomist
Sullivan and Nicolaidies Pathology
01.2016 - 01.2020
- Pathology collection via Venepuncture in Collection and Hospital Pathology.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Assisted in streamlining specimen processing workflow for increased efficiency and reduced wait times for patients.
- Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including paediatric, geriatric, and challenging cases.
- Labelled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Supported quality assurance efforts by diligently documenting all relevant information during the collection process, ensuring accurate test results for patients and providers alike.
- Used personal protective equipment correctly to protect coworkers and patients.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
Employment Advisor
Campbell Page
01.2013 - 01.2016
- Assisted in gaining employment in a case management role.
- Enhanced job seeker satisfaction by providing personalized career counseling and guidance.
- Assisted clients in achieving their employment goals through tailored resume writing and interview coaching.
- Improved client job search success rates by designing and delivering targeted workshops on various job search topics.
- Provided ongoing support to employed clients in navigating new work environments, ensuring long-term retention and job satisfaction.
- Coordinated successful job fairs that connected employers with qualified candidates from diverse backgrounds.
Youth Officer
Department Juvenile Justice QLD
01.2009 - 01.2012
- Assisted in a custodial role within Detention Centre.
- Enhanced youth engagement by developing and executing interactive programs and activities.
- Contributed to the improvement of community outreach strategies for better youth participation.
- Provided guidance and support to at-risk youth, resulting in decreased truancy rates among program participants.
- Assessed the individual needs of each youth participant through regular evaluations and feedback sessions.
- Promoted a safe and inclusive environment by enforcing anti-bullying policies and fostering open communication between participants.
- Developed and maintained accurate records of programs and services.
- Collaborated with various stakeholders to promote social services.
Education
Some College (No Degree) - Social Sciences
Deferred
Gold Coast, QLDDiploma - Family And Domestic Violence Support
Courses4you
Brisbane, QLD02.2022
Certificate III in Pathology -
BLT - Brisbane
01.2018
Tertiary Preparation Certificate -
Western Sydney Institute TAFE
01.2010
Skills
- Mental Health
- Customer Conflict Resolution
- IT Skills- Word, Exell, Spreadsheet, Software Systems
- Mental Health AOD Case Management
- White Card
- Cash Handling
- Banking Principles
- Banking Services
- Banking Laws
- Telephone Banking
- Online Banking
- Customer Service Representation
- Customer Service and Rapport
- Case Planning
- Motivational Interviewing
- Case analysis
- Collaboration and Teamwork
- Attention to Detail
- Microsoft Access
- Client Assistance Referrals
- Client Needs Assessments
- Maintaining Client Records
- Behavioral Management Planning
- Customer Service
Languages
English
Location
Sydney, NSW
Personal Information
Title: More about me.
I enjoy quality time with my family, my grandchildren especially. When home, I enjoy spending time in the garden and with my two German Shepherd dogs, Xena & Loki, and down time on the couch with a good crime drama.
References
- Luke Meznaric, Reiby Juvenile Detention Centre, 0408284979
- Claire Davies, Sullivan Nicolaides Pathology, 0416379779
Timeline
Call Center Representative
NRMA Insurance
10.2023 - Current
Customer Contact Centre Information Consultant
Suncorp Group
02.2022 - 06.2023
Youth Worker
Department Juvenile Justice QLD
01.2021 - 01.2023
Employment Service Consultant
Tursa Employment & Training
01.2021 - 01.2022
Transition to Work Case Worker
ETC Employment
01.2019 - 01.2022
Phlebotomist
Sullivan and Nicolaidies Pathology
01.2016 - 01.2020
Employment Advisor
Campbell Page
01.2013 - 01.2016
Youth Officer
Department Juvenile Justice QLD
01.2009 - 01.2012
Some College (No Degree) - Social Sciences
Deferred
Diploma - Family And Domestic Violence Support
Courses4you
Certificate III in Pathology -
BLT - Brisbane
Tertiary Preparation Certificate -
Western Sydney Institute TAFE
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