Ana Rokobaro
Wentworth Point,New South Wales
Summary
Top-performing, strategic-thinking professional with 19 years experience in diverse range of industries across aviation, recruitment, customer service, and financial services. Highly skilled at needs assessment, generating options and implementing cost effective employee acquisition solutions. Experienced in all phases of recruitment and hiring, including skills assessment and candidate evaluation.
Overview
19
19
years of professional experience
Work History
Cabin Crew Recruitment Team - Co Ordinator
Qantas Cabin Crew Australia QCCA
05.2023 - Current
- Managing ex crew recruitment campaign applications pre hire compliance administration for large volume recruitment over 100 candidates
- Interviewing candidates at pre hire stage
- Offering contracts at onboarding stage
- Support in Managing training dates for Emergency Procedures and Service training initials classes
- Educating candidates on recruitment process
- Negotiating and managing candidate expectations and business priorities
- Supporting candidates in pre hire and onboarding stage
- Liaising with various stakeholders in various departments in logistics and business priorities
- Relationship building
- Managing support in excel spreadsheet maintenance and reporting
- Meeting deadlines
- Multitasking
- Working autonomously and within team environment
- Being adaptable to work from home and on site with business needs
- Working under pressure
- Multi-tasking
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- 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
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Proved successful working within tight deadlines and a fast-paced environment
- Strengthened communication skills through regular interactions with others
- Adaptable and proficient in learning new concepts quickly and efficiently
- Paid attention to detail while completing assignments
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- 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.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
International Cabin Crew – Flight Attendant
Qantas Cabin Crew Australia QCCA
10.2022 - 04.2023
- Provide information, guidance and assistance for safety and comfort to passengers on board A380, B787, A330 configured international aircrafts
- Providing service delivery to Economy and Premium Economy cabin passengers
- Attend pre duty crew briefings and work in allocated work positions
- Conduct pre flight safety equipment and security checks
- Greet and board customers, check boarding passes and direct them to allocated seats
- Prepare and service drinks and food to passengers
- Present pre flight safety demonstrations, presenting emergency equipment and give instructions
- Monitor and secure the cabin regularly
- Comply with all aviation rules and regulations for safety and protection, regular training refreshments mid year and annually
- Assist passengers and cabin crew during emergency situations
- Provide additional assistance to passengers with special needs ( children, disabled persons, elderly and parents with children )
- Submit safety reporting regarding any irregular flight incidents
- Flying long haul international destinations from: All return routes from - Melbourne to Tokyo, Melbourne to Hong Kong, Melbourne to Singapore, Melbourne to LA, Melbourne to Dubai, London to Perth, London to Singapore
- Working in new teams every flight, team work, and working under pressure
- Being a brand ambassador for Qantas products, services and business
- Operating out of category when operational needs required as a Business First Flight attendant in Business Class and First Class cabins
- Operating out of category when operational needs required as a Customer Service Supervisor
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- 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
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Proved successful working within tight deadlines and a fast-paced environment
- Strengthened communication skills through regular interactions with others
- Organized and detail-oriented with a strong work ethic
- Adaptable and proficient in learning new concepts quickly and efficiently
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Paid attention to detail while completing assignments
- Worked flexible hours across night, weekend and holiday shifts
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Cultivated interpersonal skills by building positive relationships with others
International Cabin Crew – Flight Attendant
Qantas Cabin Crew Australia QCCA
10.2021 - 09.2022
- Humanitarian Rescue Flying Commissioned by Australian Government in staggered blocks of flying that were rostered on and off during this time period ), Provide information, guidance and assistance for safety and comfort to passengers on board A380, B787, A330 configured international aircrafts
- Adjusting service standards to high level safety and infection prevention controlled environment
- Maintaining full PPE for crew and passengers
- Attend pre duty crew briefings and work in allocated work positions
- Conduct pre flight safety equipment and security checks
- Greet and board customers, check boarding passes and direct them to allocated seats
- Prepare and service drinks and food to passengers
- Present pre flight safety demonstrations, presenting emergency equipment and give instructions
- Monitor and secure the cabin regularly
- Comply with all aviation rules and regulations for safety and protection, regular training refreshments mid year and annually
- Assist passengers and cabin crew during emergency situations
- Provide additional assistance to passengers with special needs ( children, disabled persons, elderly and parents with children )
- Submit safety reporting regarding any irregular flight incidents
- Working in new teams every flight, team work, and working under pressure
- Operating humanitarian long haul flights from Darwin Australia to South Africa, India, Bangladesh, Germany, United Kingdom, Turkey
- Maintaining covid protocols on and off aircraft and in quarantine sterile environment
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
Inbound Customer Service Consultant
Bega Dairy & Drinks
03.2021 - 05.2021
- ( 70% WFH and 30% onsite, Taking inbound calls from existing customers and placing milk and juice orders with high data entry with SAP and SAP crm system
- Managing first call resolution with basic and complex issues regarding logistics, transport, products and escalating through appropriate business departments
- Maintain customer relationships and accounts updating customer details and resetting online access
- Assisting with credit enquiries assisting with invoices
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
Customer Account Representative Call Centre
Lion Beer, Lion Connect, HAYS Recruitment
12.2020 - 01.2021
- Taking 100 inbound calls from existing customers and placing beer orders with high data entry with SAP crm system
- Upselling and cross selling additional Beer products to customers
- Maintaining customer accounts with updating customer details
- Assisting Excel spreadsheet updates for system updates
- Referring complex customer enquires and online access and credit enquiries to relevant departments
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Organized and detail-oriented with a strong work ethic
- Adaptable and proficient in learning new concepts quickly and efficiently
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Paid attention to detail while completing assignments
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Cultivated interpersonal skills by building positive relationships with others
- Worked flexible hours across night, weekend and holiday shifts
- 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
- Excellent communication skills, both verbal and written
- Strengthened communication skills through regular interactions with others
- Proved successful working within tight deadlines and a fast-paced environment
- Passionate about learning and committed to continual improvement
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- 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.
- Proved successful working within tight deadlines and a fast-paced environment.
Wealth Service Representative Call Centre
MLC Direct Wealth Service, HAYS Recruitment
09.2020 - 10.2020
- Phone based representative, taking 40 inbound complex calls to assist customers and financial advisors with general enquires
- Managing complex enquiries regarding insurances and superannuation
- Managing administration of customers account, updating customer details and online access
- Assisting customers with linking them to financial advisors and investment solutions
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- 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
- Strengthened communication skills through regular interactions with others
- Proved successful working within tight deadlines and a fast-paced environment
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Paid attention to detail while completing assignments
- Worked flexible hours across night, weekend and holiday shifts
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Cultivated interpersonal skills by building positive relationships with others
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- 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.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
International Cabin Crew – Flight Attendant
Qantas Cabin Crew UK
04.2018 - 03.2020
- Provide information, guidance and assistance for safety and comfort to passengers on board A380, B787, A330 configured international aircrafts
- Providing service delivery to Economy and Premium Economy cabin passengers
- Attend pre duty crew briefings and work in allocated work positions
- Conduct pre flight safety equipment and security checks
- Greet and board customers, check boarding passes and direct them to allocated seats
- Prepare and service drinks and food to passengers
- Present pre flight safety demonstrations, presenting emergency equipment and give instructions
- Monitor and secure the cabin regularly
- Comply with all aviation rules and regulations for safety and protection, regular training refreshments mid year and annually
- Assist passengers and cabin crew during emergency situations
- Provide additional assistance to passengers with special needs ( children, disabled persons, elderly and parents with children )
- Submit safety reporting regarding any irregular flight incidents
- Flying long haul international destinations from: All return routes from - Melbourne to Tokyo, Melbourne to Hong Kong, Melbourne to Singapore, Melbourne to LA, Melbourne to Dubai, London to Perth, London to Singapore
- Working in new teams every flight, team work, and working under pressure
- Being a brand ambassador for Qantas products, services and business
- Operating out of category when operational needs required as a Business First Flight attendant in Business Class and First Class cabins
- Operating out of category when operational needs required as a Customer Service Supervisor
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- 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.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
International Cabin Crew – Flight Attendant
Qantas Cabin Crew Australia
09.2016 - 03.2018
- Provide information, guidance and assistance for safety and comfort to passengers on board A380, B787, A330 configured international aircrafts
- Providing service delivery to Economy and Premium Economy cabin passengers
- Attend pre duty crew briefings and work in allocated work positions
- Conduct pre flight safety equipment and security checks
- Greet and board customers, check boarding passes and direct them to allocated seats
- Prepare and service drinks and food to passengers
- Present pre flight safety demonstrations, presenting emergency equipment and give instructions
- Monitor and secure the cabin regularly
- Comply with all aviation rules and regulations for safety and protection, regular training refreshments mid year and annually
- Assist passengers and cabin crew during emergency situations
- Provide additional assistance to passengers with special needs ( children, disabled persons, elderly and parents with children )
- Submit safety reporting regarding any irregular flight incidents
- Flying long haul international destinations from: All return routes from - Melbourne to Tokyo, Melbourne to Hong Kong, Melbourne to Singapore, Melbourne to LA, Melbourne to Dubai, London to Perth, London to Singapore
- Working in new teams every flight, team work, and working under pressure
- Operating out of category when operational needs required as a Business First Flight attendant in Business Class and First Class cabins
- Operating out of category when operational needs required as a Customer Service Supervisor
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- 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.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Inbound Telephone Customer Service Representative
BOC Gas Customer Service
01.2016 - 07.2016
- Manage 100 inbound customer service calls, managing gas supply to commercial and residential customers
- Working in team
- Working under pressure
- Maintaining KPI's
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- 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.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
National Social Work Recruitment Manager
Tradewind Australia
01.2013 - 12.2015
- Managing a new start up pilot branch of specialist social work and allied health temp and perm recruitment relocated from Melbourne to Sydney with role
- Maintaining high level of customer service to all internal and external clients and candidates
- 360 end to end recruitment for high volume recruitment
- Generating sales and business via cold calling and cold canvassing and business development
- Exceeding sales targets and KPI's - highest sales performer at over $200k in sales and high tier candidate contracts
- Managing advertising for all online and print media
- Creating new, maintaining and strengthening existing client relationships
- Assessing, Pre-screening and Interviewing candidates
- Registering and maintaining candidates
- Working in high pressured, tight timeframe environments
- Managing all ad-hoc needs
- Training teams
- Business development
- Negotiating contracts
- Pre hire and onboarding management
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- 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
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Proved successful working within tight deadlines and a fast-paced environment
- Strengthened communication skills through regular interactions with others
- Organized and detail-oriented with a strong work ethic
- Adaptable and proficient in learning new concepts quickly and efficiently
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Paid attention to detail while completing assignments
- Worked flexible hours across night, weekend and holiday shifts
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Cultivated interpersonal skills by building positive relationships with others
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- 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.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Disability Employment Consultant
Advanced Personnel Management, Sydney NSW
07.2011 - 11.2012
- Educate employers, co- workers and local business community to break down employment barriers and community around people with disabilities
- Engaging long term unemployed candidates with disabilities and Case Management
- Achieve job placements and sustainable employment outcomes
- Maintain post placement support
- Maintain and manage relationships with multidisciplined teams with candidates working with their social workers, case workers and psychologists and supports and family
- Record and maintain record and case reports in accordance with DSS guidelines
- Managed candidate portfolio of 80
- End to end recruitment with registration and compliance for all candidates
- Relocated from Sydney to Melbourne with role
- Called on potential employers to explain benefits of employing participants and possible training opportunities
- Interviewed participants and other supports to determine interests, desires, barriers and skills
- Participated in community programs and events to communicate and promote development of job opportunities for participants
- Monitored participant's progress and provided encouragement and motivation to succeed
- Communicated and exchanged information with assigned case manager and other team members involved with assigned participants
- Advised clients on job searching, interviewing and resume writing techniques to increase employment chances
- Recognized client employment barriers and devised strategies to resolve
- Matched clients to open positions based on skills and work requirements
- Assessed individuals to identify skills, strengths and interests for job placement
- Assisted clients with completing job applications and submitting resumes to improve interview chances
- Updated client records to reflect personal information, qualifications and career aspirations
- Forged relationships with employers to gain insight into job openings and career opportunities
- Provided clients with on-the-job training and employment related support to maintain and retain employment
- Led job readiness and career-building workshops to uplift client confidence
- Devised and implemented individualized employment plans to support client goals
- Developed relationships with diverse businesses to develop competitive and permanent job opportunities for consumers
- Conducted assessments, interviews, and job trials with clients to develop person-centered plans for employment and support
- Collaborated with employers to develop accurate, current job postings and descriptions
- Maintained records of consumer employment activity such as potential and current employers
- Conducted employer and community organization outreach to promote employment services
- Facilitated job fairs and industry events to build employment networks
- Called on potential employers to explain benefits of employing participants and possible training opportunities.
- Interviewed participants and other supports to determine interests, desires, barriers and skills.
- Participated in community programs and events to communicate and promote development of job opportunities for participants.
- Monitored participant's progress and provided encouragement and motivation to succeed.
- Communicated and exchanged information with assigned case manager and other team members involved with assigned participants.
- Advised clients on job searching, interviewing and resume writing techniques to increase employment chances.
- Recognized client employment barriers and devised strategies to resolve.
- Matched clients to open positions based on skills and work requirements.
- Assessed individuals to identify skills, strengths and interests for job placement.
- Assisted clients with completing job applications and submitting resumes to improve interview chances.
- Updated client records to reflect personal information, qualifications and career aspirations.
- Forged relationships with employers to gain insight into job openings and career opportunities.
- Provided clients with on-the-job training and employment related support to maintain and retain employment.
- Led job readiness and career-building workshops to uplift client confidence.
- Devised and implemented individualized employment plans to support client goals.
- Developed relationships with diverse businesses to develop competitive and permanent job opportunities for consumers.
- Conducted assessments, interviews, and job trials with clients to develop person-centered plans for employment and support.
- Collaborated with employers to develop accurate, current job postings and descriptions.
- Maintained records of consumer employment activity such as potential and current employers.
- Conducted employer and community organization outreach to promote employment services.
- Facilitated job fairs and industry events to build employment networks.
Cash Sales Account Manager
Boral Concrete
11.2009 - 06.2011
- Receiving Inbound Customer Service Calls
- Manage all concrete supply for new cash sales for new home builders and medium size business customers
- Educating customers on products and services
- Working collaboratively and supporting technical, account management, finance and logistics teams
- Work with service and supply team to maintain service level for deliveries
- Assisting with order taking for new orders
- Managing existing portfolio and working with senior account managers for major commercial customer supply visiting sites and assessing service level
- Maintaining existing business relationships with new home builders and medium size business customers and engaging new business relationships
- Managing online customer service queries
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- 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
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Proved successful working within tight deadlines and a fast-paced environment
- Strengthened communication skills through regular interactions with others
- Adaptable and proficient in learning new concepts quickly and efficiently
- Paid attention to detail while completing assignments
- Worked flexible hours across night, weekend and holiday shifts
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Cultivated interpersonal skills by building positive relationships with others
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- 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.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Contact Centre Customer Service Representative
Woolworth's Everyday Money
08.2009 - 10.2009
- Receiving 80 Inbound Customer Service Calls
- Assist customers with activating everyday rewards cards
- Maintain KPI's and targets
- Customer account maintenance
- Registering and resetting online access
- Educating customers about products and service and incentives
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- 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
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Cultivated interpersonal skills by building positive relationships with others
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and maintained courteous and effective working relationships.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Recruitment Consultant
CRMC Defence Force Recruitment
01.2009 - 06.2009
- Receiving Inbound Candidate Calls
- Manage tri service applications for officer entry and specialist roles for Australian Army, Airforce and Navy which included:
- Prescreen and interview candidates to progress to next stage in recruitment process
- Register candidate applications and educate them about roles
- Educate candidates on extensive areas across tri-services Australian Army, Airforce and Navy
- Educate candidates on extensive recruitment process for roles
- Assess applications against eligibility for specialist roles
- Create initiatives for streamlining recruitment process
- Liase with Civilian and Military personnel regarding candidate applications
- Book candidates to information sessions with Military personnel
- Administration
- Maintain KPI's and targets
- Conducted recruiting events to grow passive talent pipeline to prepare for future hiring needs
- Operated and maintained applicant tracking and candidate management systems.
- Hired employees and initiated new hire paperwork process.
- Conducted [Number] recruiting events to grow passive talent pipeline to prepare for future hiring needs.
- Managed recruitment process to keep candidates informed about application status and meet organizational recruitment goals.
- Networked and built relationships with potential candidates and industry professionals to identify potential candidates, stay informed about industry trends and gain insight into skills and qualifications in demand.
- Identified and sourced qualified candidates for open positions to meet organizational needs.
- Conducted background checks, reference checks and other pre-employment screenings, identifying candidates to meet hiring criteria.
- Screened and interviewed candidates to evaluate potential employees' qualifications.
- Developed and posted job descriptions to various platforms to communicate open position requirements to potential candidates.
- Coordinated and scheduled interviews for candidates and hiring managers to meet in person or online at mutually convenient times.
- Negotiated offers and closed deals to finalize recruitment process and secure best talent.
- Created recruitment marketing campaigns to attract and engage potential candidates.
- Tracked recruitment metrics and reported on progress to evaluate recruitment effort success.
- Utilized recruitment technology tools and platforms to streamline recruitment processes.
- Provided support to hiring managers and HR teams to keep recruitment processes aligned with organizational goals.
- Assessed and recommended top candidates to hiring managers to provide qualified employees to fill open positions.
- Managed and sourced from third-party recruiting agencies to expand potential candidate pool.
- Maintained company Applicant Tracking System (ATS) to manage and track resumes and information about candidates.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Assisted with writing job postings and job descriptions for boards.
- Developed and implemented onboarding and orientation programs for new employees.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Advocated for staff members, helping to identify and resolve conflicts.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Completed human resource operational requirements by scheduling and assigning employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Collaborated with managers to identify and address employee relations issues.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Worked alongside global business leader to deploy new training strategies.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
- Created and delivered HR training sessions to staff, managers and executives.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Developed and monitored employee recognition programs.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
- Administered employee benefits programs and assisted with open enrollment.
Teleclaims Consultant
NRMA Insurance
10.2008 - 01.2009
- Receiving Inbound Customer Service Calls
- Assist existing customers with lodging car claims
- Managing excess payments
- Assessing at fault and non-at fault car claims
- Liaising with third parties to assess damage and assist customers with roadside assistance
- Educating customers on Comprehensive, Fire and Theft, Third Party and Compulsory Third Party policies and guidelines
- Administration
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- 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
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Strengthened communication skills through regular interactions with others
- Proved successful working within tight deadlines and a fast-paced environment
- Adaptable and proficient in learning new concepts quickly and efficiently
- Paid attention to detail while completing assignments
- Skilled at working independently and collaboratively in a team environment.
Recruitment Consultant
CRMC Defence Force Recruitment
05.2008 - 08.2008
- Manage tri service applications for officer entry and specialist roles for Australian Army, Airforce and Navy which included:
- Prescreen and interview candidates to progress to next stage in recruitment process
- Register candidate applications and educate them about roles
- Educate candidates on extensive areas across tri-services Australian Army, Airforce and Navy
- Educate candidates on extensive recruitment process for roles
- Assess applications against eligibility for specialist roles
- Create initiatives for streamlining recruitment process
- Liase with Civillian and Military personnel regarding candidate applications
- Book candidates to information sessions with Military personnel
- Administration
- Operated and maintained applicant tracking and candidate management systems
- Hired employees and initiated new hire paperwork process
- Conducted recruiting events to grow passive talent pipeline to prepare for future hiring needs
- Managed recruitment process to keep candidates informed about application status and meet organizational recruitment goals
- Networked and built relationships with potential candidates and industry professionals to identify potential candidates, stay informed about industry trends and gain insight into skills and qualifications in demand
- Identified and sourced qualified candidates for open positions to meet organizational needs
- Conducted background checks, reference checks and other pre-employment screenings, identifying candidates to meet hiring criteria
- Screened and interviewed candidates to evaluate potential employees' qualifications
- Developed and posted job descriptions to various platforms to communicate open position requirements to potential candidates
- Coordinated and scheduled interviews for candidates and hiring managers to meet in person or online at mutually convenient times
- Negotiated offers and closed deals to finalize recruitment process and secure best talent
- Created recruitment marketing campaigns to attract and engage potential candidates
- Tracked recruitment metrics and reported on progress to evaluate recruitment effort success
- Utilized recruitment technology tools and platforms to streamline recruitment processes
- Provided support to hiring managers and HR teams to keep recruitment processes aligned with organizational goals
- Assessed and recommended top candidates to hiring managers to provide qualified employees to fill open positions
- Managed and sourced from third-party recruiting agencies to expand potential candidate pool
- Maintained company Applicant Tracking System (ATS) to manage and track resumes and information about candidates
- Pre-screened resumes prior to sending to corporate hiring managers for consideration
- Assisted with writing job postings and job descriptions for boards
- Developed and implemented onboarding and orientation programs for new employees
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations
- Conducted performance reviews and provided feedback to managers on employee performance
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior
- Improved office efficiency by effectively managing internal communications and correspondence
- Advocated for staff members, helping to identify and resolve conflicts
- Coordinated implementation of people-related services, policies and programs through departmental staff
- Completed human resource operational requirements by scheduling and assigning employees
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency
- Collaborated with managers to identify and address employee relations issues
- Generated and analyzed reports to monitor employee engagement and attrition trends
- Worked alongside global business leader to deploy new training strategies
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements
- Created and delivered HR training sessions to staff, managers and executives
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees
- Developed and monitored employee recognition programs
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks
- Administered employee benefits programs and assisted with open enrollment
Contact Centre Customer Service Consultant
Real Insurance
05.2006 - 04.2008
- Receiving 70 Inbound Customer Service Calls
- Assisting existing customers with account maintenance, address change and policy changes
- Referring customers and Liaising with internal claims teams regarding claims
- Educating customers on Home and Contents, Comprehensive, Fire and Theft, Third Party and Compulsory Third Party policies and guidelines
- Administration
- Maintaining service KPI's and targets
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- 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
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Strengthened communication skills through regular interactions with others
- Proved successful working within tight deadlines and a fast-paced environment
- Adaptable and proficient in learning new concepts quickly and efficiently
- Paid attention to detail while completing assignments
- Worked flexible hours across night, weekend and holiday shifts
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Cultivated interpersonal skills by building positive relationships with others
Customer Service Consultant
St George Bank
04.2004 - 04.2006
- Receiving Inbound Customer Service Calls
- Assisting existing customers with account maintenance, address change and account changes
- Assisting customers with online banking registrations and resets
- Referring customers and Liaising with Business banking, Lending, Card services and Fraud teams
- Educating customers on other banking products identifying needs
- Administration
- Maintaining KPI's
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions
- Employed prescribed sales processes to cultivate strong customer relationships
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility
- Gained in-depth understanding of company products, systems and policies to give customers expert support
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues
- Communicated with management about trends in customer calls to help team efficiency and success
- Audited documentation to identify errors and documented findings for review and action
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Processed customer service orders promptly to increase customer satisfaction
- Provided primary customer support to internal and external customers
- Utilized customer service software to manage interactions and track customer satisfaction
- Tracked customer service cases and updated service software with customer information
- Developed customer service policies and procedures to meet and exceed industry service standards
Education
Responsible Service of Alcohol
NSW Express Online Training
2020
First Aid -
CPR First Aid VIC
2016
Higher School Certificate -
St Marys Senior Selective High School
2002
Skills
- Collaborating with team members
- Multidisciplinary team collaboration
- Teamwork and contribution
- Interdepartmental team collaboration
- Crew recruitment
- Team communication
- Communication with teams
- Talent acquisition plans
- Contract negotiation abilities
- Applicant tracking systems proficient
- Recruitment strategies
- Interviewing skills
- Collaborative team work
- Staffing strategy
- Sourcing new candidates
- Staffing processes
- Payroll coordination
- Recruitment
- Workforce improvements
- Personnel recruitment
- Labor negotiations
- Benefits and compensation management
- Equal opportunities facilitation
- Succession planning
- Benefits administration
- Compensation and benefits
Timeline
Cabin Crew Recruitment Team - Co Ordinator
Qantas Cabin Crew Australia QCCA
05.2023 - Current
International Cabin Crew – Flight Attendant
Qantas Cabin Crew Australia QCCA
10.2022 - 04.2023
International Cabin Crew – Flight Attendant
Qantas Cabin Crew Australia QCCA
10.2021 - 09.2022
Inbound Customer Service Consultant
Bega Dairy & Drinks
03.2021 - 05.2021
Customer Account Representative Call Centre
Lion Beer, Lion Connect, HAYS Recruitment
12.2020 - 01.2021
Wealth Service Representative Call Centre
MLC Direct Wealth Service, HAYS Recruitment
09.2020 - 10.2020
International Cabin Crew – Flight Attendant
Qantas Cabin Crew UK
04.2018 - 03.2020
International Cabin Crew – Flight Attendant
Qantas Cabin Crew Australia
09.2016 - 03.2018
Inbound Telephone Customer Service Representative
BOC Gas Customer Service
01.2016 - 07.2016
National Social Work Recruitment Manager
Tradewind Australia
01.2013 - 12.2015
Disability Employment Consultant
Advanced Personnel Management, Sydney NSW
07.2011 - 11.2012
Cash Sales Account Manager
Boral Concrete
11.2009 - 06.2011
Contact Centre Customer Service Representative
Woolworth's Everyday Money
08.2009 - 10.2009
Recruitment Consultant
CRMC Defence Force Recruitment
01.2009 - 06.2009
Teleclaims Consultant
NRMA Insurance
10.2008 - 01.2009
Recruitment Consultant
CRMC Defence Force Recruitment
05.2008 - 08.2008
Contact Centre Customer Service Consultant
Real Insurance
05.2006 - 04.2008
Customer Service Consultant
St George Bank
04.2004 - 04.2006
Responsible Service of Alcohol
NSW Express Online Training
First Aid -
CPR First Aid VIC
Higher School Certificate -
St Marys Senior Selective High School
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