Angela Crupi
Goonellabah,NSW
Summary
Driven by a passion for family support, I excelled at CASPA Services by enhancing family stability and resilience, utilizing skills in crisis intervention and behavioral support. Achieved notable outcomes in client satisfaction and family dynamics improvement, demonstrating strong incident management and professional boundaries.
Overview
6
6
years of professional experience
Work History
Family Support Worker
CASPA Services
02.2022 - Current
- Enhanced family stability by providing comprehensive support and resources tailored to individual needs.
- Strengthened families'' resilience through crisis intervention, counseling, and referral services.
- Developed strong rapport with clients, fostering trust necessary for effective intervention.
- Conducted thorough assessments of family dynamics and needs, developing detailed case plans to address challenges effectively.
- Monitored progress of families under my supervision, adjusting interventions as needed to achieve desired outcomes.
- Documented data and completed accurate updates to case records.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Intervened in crisis situations and counseled children experiencing emergencies and disruptive incidents.
- Maintained detailed case histories, metrics and reports to meet strict standards.
Customer Service Officer
Serco Global Services
07.2018 - 04.2020
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Communicated with clients regarding account services, statements, and balances.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
Education
Diploma - Family And Community Services
Open Colleges
Online11.2024
Certificate III - Aged Care
SET Solutions
Melbourne, VIC11.2018
Skills
- Behavioral support
- Professional boundaries
- Self-awareness
- Child abuse and neglect dynamics
- Crisis Intervention
- Incident Management
- Family Dynamics
- Parenting skills
- Client documentation
- Family Support
- Home visits
Additional Information
References-
HR Serco – As Serco is a Human services department, information is kept quite confidential. This number will confirm my working there.
1800 115 536
Stacey Redford- Manager at Serco Call Centre.
0452508085
Kristy McNeil- Supervisor at CASPA
0401292134
Timeline
Family Support Worker
CASPA Services
02.2022 - Current
Customer Service Officer
Serco Global Services
07.2018 - 04.2020
Diploma - Family And Community Services
Open Colleges
Certificate III - Aged Care
SET Solutions
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