Amy Jung
Lidcombe
Summary
Skilled in customer service and communication, I enhanced client satisfaction at Access Sydney Community Transport by effectively resolving conflicts and improving intake processes. I have also extended my training as an Intake Officer focusing on detail and admin work. As an English Tutor, I significantly boosted students' proficiency. My assertiveness and ability to handle sensitive information discreetly have been pivotal in achieving high-quality outcomes in the workplace.
Overview
4
4
years of professional experience
Work History
Intake Officer
Access Sydney Community Transport
11.2023 - Current
- Paid attention to detail to match client's My Aged Care Assessment with clients over the phone in the initial assessment.
- Documented all necessary information accurately for transparency of information within the team
- Utilized strong listening skills when interacting with clients, allowing them to feel heard and understood during the intake process.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
Customer Service Representative
Access Sydney Community Transport
12.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving any misunderstanding, disputes or conflicts.
- Resolved customer complaints from incident reports to talk with clients directly but also family members with empathy, and deep understanding within the team resulting in continuing as a service provider.
- Enhanced the customer experience by recognising each client's health issues, requests over the phone in a friendly manner. Then, passing over necessary information to other team members.
- Responded to customer requests for bookings with efficiency and accuracy, whilst communicating company's procedures.
- Collaborated within the team and also with other teams to develop best practices for consistent customer service delivery.
- Trained many new staff coming in as a Customer Service Representative for their understanding and integration into the team
English Tutor
Self Employed Services
01.2021 - 01.2022
- Enhanced students'' reading and writing skills by implementing interactive and engaging lesson plans.
- Improved students' written and verbal English skills through personalized learning programs.
- Developed personalized tutoring sessions based on student needs, leading to improved academic performance.
- Increased student confidence in spoken English through consistent practice and constructive feedback during conversational exercises.
Education
High School Diploma -
Burwood Girls High School
Skills
- Assertiveness
- Customer service
- Customer relations
- Strong communication skills
- Telephone and email etiquette
Languages
English
Native or Bilingual
Korean
Native or Bilingual
Timeline
Intake Officer
Access Sydney Community Transport
11.2023 - Current
Customer Service Representative
Access Sydney Community Transport
12.2021 - Current
English Tutor
Self Employed Services
01.2021 - 01.2022
High School Diploma -
Burwood Girls High School
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