- Yoga/Pilates and recreational walking
- Road Trips and broader Travel
- Theatre, art galleries and festivals
- Small batch catering for family and friends
- Reading for enjoyment and personal development
- Learning a new creative skill
- Shared adventures with family
Belinda Dykes
Bonny Hills,NSW
Summary
Experienced professional in customer interactions and service solutions. Skilled in conflict resolution, effective communication, and problem-solving to ensure customer satisfaction and loyalty. Collaborative team player who adapts easily to changing needs and consistently prioritizes achieving results through efficient and empathetic service. Recognized for reliability and proactive approach in meeting customer and organizational goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Connections Officer
Essential Energy
06.2023 - 12.2024
- Commenced 3 months in Customer Contact Centre, frontline team to assist queries for new software platform
- Helped customers identify issue, locate process documents in portal, assisted step by step if required, escalated to appropriate division as needed
- Follow on role as a Customer Connections Officer – working across multiple software programs, data entry to update meter installation
- Focus and attention to detail ensuring information from and for all stakeholders is accurate, identical, and entered correctly
- When identifying inconsistencies, errors or omissions, follow correct process to investigate and resolve; or inform and notify essential divisions with facts in hand
Recruitment and Engagement Officer
Home Instead
08.2021 - 04.2023
- Respond to all enquiries, expression of interest and applications for employment from multiple sources
- Perform all necessary compliance checks and pre-screening evaluation for chosen candidates
- Schedule, prepare and participate in conducting interviews
- Create and maintain employee employment records, data entry into RMS, according to legislative and company requirements
- Organize and deliver onboarding and orientation of new employees
- Continuous improvement – achieved 40% increase in caregiver team, developed retention and incentive strategies, identified new platforms to attract suitable employees
- Took client and employee concerns, challenges and complaints - logged and actioned as per policy and process
- Assist with WHS compliance and incident reporting - arranged follow-up as required. Remained up to date with all compliance requirements, and followed with implementation.
- Engaged in community events organized by marketing team, promoting employment opportunities within Home Instead MNC
Events and Cellar Door
Long Point Vineyard
11.2020 - 12.2024
- Wine tasting, sales, and stock handling at cellar door
- Bar set up, beverage service, coordination and pack down for events such as weddings, Christmas parties, concerts and community events
Barista, FOH Service, Cook
Crave @ Bonny’s
09.2019 - 07.2021
- Customer service – barista, service of food and beverage
- Creative input to develop seasonal menu increasing sales by 20% , relief cook
- Food preparation including producing new line of relishes, jams, pickles
- Cash Handling, POS
- Stock rotation, handling of local fresh produce, maintenance, and cleaning
Program Coordinator, Links to Learning
Mid Coast Connect
06.2019 - 10.2019
- Government funded short term contract to assist students Year 8-10 who have become disengaged from learning and school attendance
- Achieved through activities and learning modules designed to encourage inclusion, self-awareness, self-belief, team participation, healthy lifestyle choices
- Develop modules and method of delivery aligning to course objectives
- Liaise with School Coordinator regarding student engagement and attendance, adjusting as required to meet desired course outcomes
- Liaise with external contractors to ensure compliance and delivery meets course requirements
- Input student and course information to L2L portal, keep up to date with attendance and progress
Training Manager (acting)
Enterprise & Training Company Ltd
03.2016 - 04.2019
- Company Overview: Mid North Coast, NSW
- Oversee student journey from inquiry, enrolment, participation, and completion
- Report on financial activity and invoicing requirements
- Implement continuous improvement, conducting quality checks and seek feedback
- Building client relationship and industry networks, collaborating with all stakeholders to meet each party’s needs
- Maintain currency with compliance requirements, ensuring timely implementation
- Coordinate course operational plan and ensure supply of resources, utilities and trainers
- Promote products and services, aligning to the individual needs of the client
- Implement LLN and method of training to meet needs in disability and long-term unemployment sector
- Focus on attention to detail and accuracy in administrative, record-keeping and reporting that align with ASQA standards; ensure staff development and levels of professional currency in the industry
- Conduct recruitment and induction of new personnel
- Mid North Coast, NSW
Trainer and Assessor, Hospitality and Events
TAFE NCI
09.2011 - 03.2016
- Workplace and classroom trainer/assessor in tourism, hospitality, and events (certificate II- certificate IV level)
- Validation of assessment tools
- Enrolment and assess learner’s language, literacy, and numeracy skill levels
- Create simulated working environment for assessment validity
- Maintain industry skills and knowledge
- Ensure reporting processes demonstrate compliance, accuracy, and currency to achieve 90%+ completion rate
Administrative Partner
PL&BJ Dykes Wall & Floor Tilers
06.2000 - 06.2016
- Manage business financial records, accounts, and tax compliance
- Staff employment and payroll requirements
- Determine resource requirements and source suppliers
- Client liaison and assistance with quotes
- Organize personal work priorities, create and monitor work schedule
- Develop and implement WHS policies and procedures including MSDS, induction procedure and safe work practices
- Ensure consistent delivery of exceptional customer service
- Staff recruitment, rostering, ongoing training, and professional development
- Stock control and requisitioning
- Reconciliation of cash register and accounts
Education
Cert IV Training And Assessment
TAFE NSW
Port Macquarie, NSW01-2012
Cert IV in Hospitality
TAFE NSW
Port Macquarie, NSW01-2011
Cert II Retail Services - Pharmacy Operations
North Haven Pharmacy
Self Paced, Online01-2000
Skills
- Organizational skills
- Attention to detail
- Interpersonal communication
- Cultural Competence
- Teamwork and collaboration
- Workflow optimization
- Client Relationship Management
- Responsive to Change
- Information verification
- Reporting and documentation
Certification
- RSA
- Working with Children Check
Interests
Timeline
Customer Connections Officer
Essential Energy
06.2023 - 12.2024
Recruitment and Engagement Officer
Home Instead
08.2021 - 04.2023
Events and Cellar Door
Long Point Vineyard
11.2020 - 12.2024
Barista, FOH Service, Cook
Crave @ Bonny’s
09.2019 - 07.2021
Program Coordinator, Links to Learning
Mid Coast Connect
06.2019 - 10.2019
Training Manager (acting)
Enterprise & Training Company Ltd
03.2016 - 04.2019
Trainer and Assessor, Hospitality and Events
TAFE NCI
09.2011 - 03.2016
Administrative Partner
PL&BJ Dykes Wall & Floor Tilers
06.2000 - 06.2016
- RSA
- Working with Children Check
Cert IV Training And Assessment
TAFE NSW
Cert IV in Hospitality
TAFE NSW
Cert II Retail Services - Pharmacy Operations
North Haven Pharmacy
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