Ashourina Michael
Sydney,NSW
Summary
Reliable with experience managing front desk operations and offering general office support. Detail-oriented specialist with background coordinating scheduling and record-keeping. Efficient typing and transcription skills.
Computer-savvy service officer with upbeat nature and analytical problem-solving skills. Experienced in managing data entry and documentation requirements with excellent organizational skills. Knowledgeable about processing payments and referring customers to social workers.
Overview
13
13
years of professional experience
Work History
Service Officer
Services Australia
11.2023 - Current
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Responsible for delivering a range of customer service functions including call centre and processing and service desk support.
- Providing a high level of customer service by assessing customer needs and determining entitlements and obligations, and exercise delegations in accordance with legislation and guidelines.
- Support customers by directing them to appropriate service channels, completing first contact enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership team.
- Help customers build their digital capability across a range of platforms, payments, programs and services. Improving customers’ ability to navigate and self-manage their payments and services.
- Help customers understand legislation, policy, procedures, payments and services administered by the agency.
- Undertake or participate in assessments and quality assurance activities to ensure payments are accurately delivered to customers.
Medical Receptionist
WARE STREET MEDICAL AND DENTAL CENTRE
10.2021 - 11.2023
- Tracking availability and Answering phones and forwarding calls to the appropriate party, or taking down messages for forwarding later
- Preparing patients before their appointments
- Informing medical staff when a patient has arrived or is waiting
- Ensuring that each patient has the proper documentation and sign-in sheets
- Handling correspondence and file transfers
- Interpreting for non-speaking English patients, Drs and nurses
- Confirmed appointments, communicated with clients and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone or postal mail.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Taking orders from doctors and specialists
- Allocating medical reports and patients files
- Billing patients for the specialists
- Checking for Medicare eligibility for patient’s care plans.
SALES ASSISTANT
MOSAIC, Millers, Katies & Rockmans
01.2017 - 05.2021
- Assisting customers to find the right outfits that is best suited for them
- Opening and closing the shop (finalising the banking)
- Stock handling
- Banking
- Restocking and merchandising
- Visual merchandising
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites
- Referred customers to various services by evaluating needs and providing recommendations
- Assisted customers with prompt and polite support in-person and via telephone
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
- Achieved sales goals and service targets by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships
- Restructured company merchandising standards to increase customer traffic and product exposure
- Created interior displays to promote products in alignment with corporate sales objectives
- Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products
- Worked with managers and advertising directors to optimize promotions
- Monitored and replenished display inventory and restructured according to available stock
- Educated staff about coordinating clothing racks and related displays to boost effectiveness of promotions.
- Assisted customers with prompt and polite support in-person and via telephone.
CUSTOMER SERVICE
Two Birds Bridal
01.2016 - 01.2017
- Increased customer engagement through social media
- Placing and removing gowns on the mannequin
- Engaged online audiences by placing strong focus on sales process support and responding to inquiries and comments timely and knowledgeably
- Assisting the bride with a wide range of garments
- Knowledge of various fabrics, beading, hemlines etc
- Keeping the store clean and spacious at all times
- Ensuring everything is turned off and all doors are locked after closing hours
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up
- Offered advice and assistance to customers, paying attention to special needs or wants
- Edited, toned, captioned and uploaded photographs for social media.
SALES ASSISTANT
DMZ, Fashion
01.2013 - 08.2015
- Opened new merchandise and stocked sales floor racks and shelves
- Cash Handling
- Stock ordering, Counting and Handling
- Welcome and greet customers with a positive attitude
- (Capable of managing the store from opening till closing hours)
- Basic understanding of sales principles and customer service practices
- Work collaboratively with an orientated team
- Working under pressure; able to stock while having customers in the store
- Keeping the store tidy and clean, this includes hovering and mopping
- Responsible dealing with customer complaints
- Responsible for security within the store and being on the lookout for shoplifters and fraudulent credit cards etc
- Developed compelling outfit designs that exceeded client expectations and resulted in sales
- Receiving and storing the delivery of large amounts of stock
- Keeping up to date with special promotions and putting up displays
- Ensure high levels of customer satisfaction through excellent sales service
- Helped customers select styles for special events such as prom and formal dances.
RETAIL ASSISTANT
TK Maxx (Trade Secret)
01.2011 - 01.2012
- Providing a customer friendly environment
- Greeting and acknowledging every customer
- Looking after customers enquires and questions
- Working effectively with team members, while maintaining a positive professional attitude towards work, customers and co-workers
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Ability to multi-task, priorities, and manage time effectively
- Obtain and evaluate all relevant information to handle product and service inquiries
- Provide pricing and delivery information
- Provide information about products and services
- Record details of customer contacts and actions taken.
Education
DIPLOMA - Specialist Make-Up Services
Australasian College
08.2016
High School Diploma -
St Narsai Assyrian Christian College
09.2013
Skills
- Computer skills
- Store opening and closing Product promotions Stocking and Replenishing Cash Handling
- Opening and Closing Procedures Visual Merchandising
- Supervision Budgeting Sales Training
- Styling knowledge Overstock management Stocking and replenishing Interior and exterior displays
- Call Answering and Routing
- Appointment Confirmation
- Accounting and Billing Software
- Entering Patient Data
- Medical Report Preparation
- Patient Billing
- Client Needs Assessments
- Quality Assurance
- Data Confidentiality
- De Escalation Tactics
- Supportive Counselling Techniques
- Community Resource Navigation
- Urgent/Crisis Payment
Additional Information
- Motivated salesperson with 9 years of experience boosting sales and customer loyalty through individualized service. Resourceful individual skillful in learning customer needs, directing to desirable merchandise and upselling to meet sales quotas. Committed to strengthening customer experiences with positivity and professionalism when answering requests and processing sales.
Languages
Assyrian
Native or Bilingual
Arabic
Limited Working
Timeline
Service Officer
Services Australia
11.2023 - Current
Medical Receptionist
WARE STREET MEDICAL AND DENTAL CENTRE
10.2021 - 11.2023
SALES ASSISTANT
MOSAIC, Millers, Katies & Rockmans
01.2017 - 05.2021
CUSTOMER SERVICE
Two Birds Bridal
01.2016 - 01.2017
SALES ASSISTANT
DMZ, Fashion
01.2013 - 08.2015
RETAIL ASSISTANT
TK Maxx (Trade Secret)
01.2011 - 01.2012
DIPLOMA - Specialist Make-Up Services
Australasian College
High School Diploma -
St Narsai Assyrian Christian College
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