Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Passions
Affiliations
Languages
References
Timeline
Generic
ANDREA EDWARDS

ANDREA EDWARDS

Central Coast,Australia

Summary

Empathetic and creative professional with extensive experience in facilitating growth and development. Proficient in assessing needs and implementing strategic plans to drive positive change. Strong ability to build trusting relationships and foster collaboration within teams. Resilience gained from personal mental health challenges enhances capacity to contribute effectively to team dynamics.

Overview

18
18
years of professional experience

Work History

Crisis Supporter

Lifeline
01.2024 - Current
  • Provided validation to individuals in distress, fostering a supportive environment.
  • Identified practical steps and resources for clients in crisis situations.
  • Managed challenging client behaviours through effective de-escalation techniques.
  • Extended unbiased support to individuals from diverse backgrounds, ensuring inclusivity.
  • Participated in group supervision to enhance reflective practice skills.
  • Attended professional development workshops on current mental health issues affecting individuals.

Owner - Event and Lifestyle Photographer

Sugar Plum Photography
01.2017 - Current
  • Managed marketing strategies to enhance business visibility and engagement on social media platforms.
  • Cultivated seamless, positive relationships with clients to foster loyalty and satisfaction.
  • Established rapport with event guests and stakeholders to capture authentic moments.
  • Edited images promptly and delivered high-quality finished products.

Customer Experience Manager (Personal Lending Products)

Commonwealth Bank of Australia
Sydney
01.2015 - 01.2016
  • Collaborated with product managers to resolve critical service issues affecting lending product customers.
  • Facilitated stakeholder engagement on projects to ensure seamless execution and service alignment.
  • Developed educational materials for business units, enhancing customer complaint handling processes.
  • Oversaw complex Personal Lending complaints, including escalations to Financial Ombudsman Services.

Team Leader/ Sales and Service Coach/ Facilitator

Commonwealth Bank of Australia
Sydney
01.2007 - 01.2015
  • Mentored and coached team members to enhance skills and performance.
  • Resolved customer complaints and complex issues efficiently.
  • Assessed and hired new employees to strengthen team capabilities.
  • Facilitated group sessions for onboarding new hires and ongoing training.
  • Developed engaging training materials to support employee development.
  • Analysed operational data to pinpoint areas for departmental improvement.
  • Reviewed customer service surveys, implementing strategies to boost satisfaction ratings.
  • Monitored daily workflows, ensuring compliance with policies and procedures.

Education

Graduate Diploma of Psychology (Advanced) -

Monash University
06.2025

Graduate Diploma of Psychology -

Monash University
01.2023

Graduate Diploma of Counselling -

Australian College of Applied Psychology
01.2014

Bachelor of Arts - Psychology

University of Western Sydney
01.2004

Skills

  • Crisis intervention and mental health support
  • Group facilitation and stakeholder engagement
  • Conflict resolution and emotional intelligence
  • Team leadership and collaboration
  • Documentation and reporting
  • Attention to detail and confidentiality
  • Active listening and empathy
  • Professional boundaries and cultural sensitivity
  • Skill development and critical thinking
  • Self-motivation

Accomplishments

  • Completed Graduate Diploma of Psychology while juggling the demands of raising two young kids, a photography business and navigating the loss of two close family members.
  • Launched my photography business Sugar Plum Photography amidst navigating through post-natal depression, harnessing my passion in photography to become a successful event photographer.

Languages

Spanish, Proficient

Passions

  • Photography
  • Yoga and fitness
  • Music and dance

Affiliations

  • Yoga and Fitness
  • Gardening
  • Baking
  • Film

Languages

Spanish
Professional

References

References available upon request.

Timeline

Crisis Supporter

Lifeline
01.2024 - Current

Owner - Event and Lifestyle Photographer

Sugar Plum Photography
01.2017 - Current

Customer Experience Manager (Personal Lending Products)

Commonwealth Bank of Australia
01.2015 - 01.2016

Team Leader/ Sales and Service Coach/ Facilitator

Commonwealth Bank of Australia
01.2007 - 01.2015

Graduate Diploma of Psychology (Advanced) -

Monash University

Graduate Diploma of Psychology -

Monash University

Graduate Diploma of Counselling -

Australian College of Applied Psychology

Bachelor of Arts - Psychology

University of Western Sydney

Similar Profiles

CREATE PROFILE
ANDREA EDWARDS