ANNA DRAGA
Melbourne,Australia
Summary
Highly experienced client service and case management professional with over 15 years of experience working in high-volume, regulation-driven environments requiring accuracy, discretion, and strong interpersonal skills. Demonstrated ability to apply policies and procedures, manage complex caseloads, and deliver exceptional service to culturally diverse communities. Extensive experience handling sensitive client matters, maintaining detailed documentation, and resolving escalated issues with professionalism and sound judgment. Recognized for strong communication skills, accountability, and the ability to remain calm and effective under pressure. Brings a proven track record in administrative support, public-facing roles, and compliance-focused service delivery. Committed to upholding high professional standards and contributing positively within a structured, service-focused environment.
Overview
21
21
years of professional experience
Work History
Senior Parent Mentor
Workskil Australia
Melbourne , VIC
11.2024 - Current
- Deliver person-centered, intensive case management to eligible parents with young children in accordance with program guidelines and contractual requirements.
- Manage a caseload of 50+ clients, ensuring timely follow-up, accurate documentation, and compliance with reporting standards.
- Liaised with internal and external stakeholders, including community organisations and service providers, to coordinate support services and ensure positive client outcomes.
- Assess client needs, and develop individualised service plans with measurable goals and outcomes.
- Provide guidance on parenting strategies, education pathways, and employment readiness.
- Build and maintain professional relationships with local organisations to expand access to support services.
- Facilitate group workshops focused on engagement, skill development, and community participation.
- Evaluate client circumstances and apply sound judgment when addressing complex or sensitive matters.
- Maintain detailed case notes and records in line with organisational and contractual requirements.
- Use active listening, professional communication, and de-escalation techniques to build trust and achieve positive outcomes.
Career and Family Consultant
Workskil Australia
Melbourne, Victoria
09.2022 - 11.2024
- Assisted individuals making career-related decisions by conducting assessments to measure skills, abilities and interests.
- Oversaw department caseload of more than 170 clients.
- Developed individualised career and education plans aligned with client goals and compliance requirements.
- Maintained knowledge of market and diverse career opportunities.
- Worked with a team to continuously improve career and placement opportunities.
- Maintained accurate and detailed case notes in accordance with organisational policies and contractual requirements.
- Facilitated workshops to provide support to clients in achieving academic success.
- Built trust and rapport with clients displaying support and empathy in difficult situations.
- Liaised with internal teams and external stakeholders to coordinate referrals and enhance service delivery outcomes.
Employment Consultant
Workskil
South Melbourne, Victoria
01.2021 - 09.2022
- Managed a high-volume caseload of 150+ clients, providing tailored employment support and guidance in line with program policies and regulations.
- Conducted interviews and assessments to determine client skills, employment barriers, and suitability for opportunities.
- Developed and implemented individualised job support plans to assist clients in achieving employment and career goals.
- Maintained accurate and detailed case notes and documentation to meet reporting standards and compliance requirements.
- Coordinated with internal teams and external stakeholders, including employers and community organisations, to facilitate job placements and support services.
- Provided guidance on resume development, interview techniques, and workplace expectations to enhance client employability.
- Handled sensitive client matters with professionalism, discretion, and sound judgment.
Sales & Service Consultant
Suncorp Australia
Melbourne, Victoria
01.2019 - 01.2021
- Provided high-quality, client-focused service to a diverse customer base, ensuring accuracy, professionalism, and adherence to internal policies and regulations.
- Processed financial transactions, opened and maintained accounts, and balanced cash and vault inventories with zero errors, demonstrating attention to detail and accountability.
- Responded to customer enquiries and resolved complaints promptly, applying sound judgment and problem-solving skills to achieve positive outcomes.
- Maintained comprehensive records of client interactions and transactions in accordance with compliance and reporting standards.
- Communicated complex product and service information clearly to clients, ensuring understanding and compliance with financial policies.
- Demonstrated reliability and professionalism under pressure in a high-volume, fast-paced environment.
Concierge Supervisor
Crowne Plaza Melbourne
Melbourne, Victoria
01.2015 - 01.2019
- Supervised front-of-house operations, ensuring high-quality service delivery and adherence to organisational policies and procedures.
- Managed and coordinated guest services, transportation arrangements, and external service providers, demonstrating strong stakeholder engagement.
- Maintained detailed records of guest requests, deliveries, and special arrangements to ensure accountability and smooth operations.
- Facilitated communication between guests, staff, and external partners to resolve issues promptly and maintain satisfaction.
- Trained and mentored team members, improving service efficiency, consistency, and compliance with operational standards.
- Applied sound judgment and problem-solving skills when handling complex or sensitive guest matters.
- Ensured compliance with security, safety, and confidentiality protocols in all aspects of guest service.
Concierge /Customer Service Representative Specialist
Realise Group
Melbourne, Victoria
01.2011 - 01.2015
- Delivered high-quality, client-focused service to a diverse customer base, addressing enquiries, complaints, and complex issues with professionalism and discretion.
- Maintained accurate records of client interactions, transactions, and referrals to ensure accountability and compliance with organisational procedures.
- Coordinated with internal teams and external stakeholders to resolve issues and provide timely solutions.
- Applied problem-solving and conflict resolution skills to handle escalated situations effectively and maintain long-term client trust.
- Managed administrative tasks, including documentation, correspondence, and record-keeping, to support operational efficiency.
- Maintained knowledge of current policies, procedures, and community resources to provide accurate and relevant information.
Flight Attendant
Tiger Airways
Melbourne, Victoria
01.2009 - 01.2011
- Delivered high-quality customer service to passengers, addressing enquiries and resolving issues with professionalism and discretion.
- Ensured compliance with all safety procedures, pre-flight checks, and regulatory requirements.
- Provided guidance and instructions to passengers on safety protocols, emergency procedures, and in-flight regulations.
- Maintained accurate records of safety checks, incidents, and service delivery in accordance with airline procedures.
- Assisted passengers with seating, luggage, and special needs, demonstrating empathy, patience, and cultural sensitivity.
- Handled in-flight emergencies and escalated situations calmly, applying sound judgment to ensure passenger safety.
- Managed inventory, including food, beverage, and safety equipment, ensuring compliance with operational standards.
International Flight Attendant
Etihad Airways
Abu Dhabi, UAE
01.2005 - 01.2009
- Delivered exceptional customer service in Business and First Class, managing complex passenger needs and ensuring a positive travel experience.
- Ensured compliance with international aviation safety regulations, pre-flight procedures, and airline policies.
- Provided clear instructions and guidance to passengers regarding safety protocols, emergency procedures, and in-flight policies.
- Maintained accurate records of safety checks, service delivery, and incident reports to support operational accountability.
- Assisted passengers with seating, luggage, and special requests, demonstrating cultural sensitivity and professionalism.
- Managed onboard inventory, including food, beverages, and safety equipment, maintaining compliance with airline regulations.
- Responded calmly and effectively to in-flight emergencies and complex customer issues, applying sound judgment and problem-solving skills.
- Coordinated with crew members and external stakeholders to ensure seamless service delivery and adherence to standards.
Education
Diploma of Make Up Artistry -
University of Melbourne
Melbourne, VICPhotography -
Box Hill Institute of TAFE
Melbourne, VICStar of The Sea College
Gardenvale, VICSkills
- Intensive case management
- Analysing job opportunities
- Resume editing
- Employment matching
- Conducting assessments
- Customer service
- Multitasking and prioritisation
- Data entry and maintenance
- Efficient and detail-oriented
- Understanding customer needs
- Calm and professional under pressure
- De-escalation techniques
- Customer relations
- Business development understanding
- Senior leadership support
- Problem solving
- Training, coaching and development
- Administrative tasks
- Sales and marketing
- Complaint resolution
- Analytical thinking
- Team leadership
- Detail-oriented
- Time management
- Active listening
- Conflict resolution
- Effective communication
- Customer engagement
References
References available upon request.
Timeline
Senior Parent Mentor
Workskil Australia
11.2024 - Current
Career and Family Consultant
Workskil Australia
09.2022 - 11.2024
Employment Consultant
Workskil
01.2021 - 09.2022
Sales & Service Consultant
Suncorp Australia
01.2019 - 01.2021
Concierge Supervisor
Crowne Plaza Melbourne
01.2015 - 01.2019
Concierge /Customer Service Representative Specialist
Realise Group
01.2011 - 01.2015
Flight Attendant
Tiger Airways
01.2009 - 01.2011
International Flight Attendant
Etihad Airways
01.2005 - 01.2009
Diploma of Make Up Artistry -
University of Melbourne
Photography -
Box Hill Institute of TAFE
Star of The Sea College