Summary
Overview
Work History
Skills
Qualifications
Referees
Timeline
Generic

Ann-marie Penrose

Townsville ,QLD

Summary

Compassionate and dependable worker with 18 years of professional experience in customer service, team supervision, and personal care environments. Recognised for strong interpersonal skills, patience, and a client-focused approach. Holds current CPR and First Aid certification and a valid open driver's licence. Passionate about supporting individuals to live safely, independently, and with dignity. Adept at assisting with daily living activities, fostering client relationships, and working collaboratively within a team.

Overview

18
18
years of professional experience

Work History

Support Worker

Southern Cross – Queensland
01.2024 - Current
  • Provide compassionate in-home care and support to elderly and disabled clients
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Helped clients manage and reach individual goals, supporting independent progression and social skills.
  • Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
  • Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
  • Maintained accurate care records and communicate effectively with case managers

2IC – Service Desk (Customer Service Supervisor)

Woolworths
01.2022 - 06.2024
  • Supervised a high-performing customer service team


  • Resolved customer complaints and managed escalations professionally


  • Trained new staff and coordinated rosters and cash handling operations


  • Maintained store presentation and compliance with company procedures
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Coached employees through day-to-day work and complex problems.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.

Retail Assistant

Woolworths
01.2007 - 06.2022
  • Delivered exceptional customer service in a fast-paced retail environment


  • Operated point of sale systems, managed stock, and maintained shelves


  • Supported team members and assisted in daily store operations
  • Demonstrated flexibility by adapting to various roles within the retail environment as needed.
  • Resolved customer complaints professionally, maintaining a positive brand image.

Skills

  • Personal Care & Support: Assistance with hygiene, mobility, dressing, and meal preparation
  • Client Communication: Empathetic listener; clear and respectful communicator
  • Medication Support: Basic knowledge of medication prompts and safe handling
  • Safety Awareness: CPR & First Aid certified; vigilant in health and safety protocols
  • Time Management: Efficient in prioritising tasks in high-demand environments
  • Cultural Sensitivity: Respectful of cultural, religious, and individual diversity
  • Record Keeping: Accurate documentation of client care and incident reporting
  • Team Collaboration: Works effectively with care teams, families, and external services

Qualifications

  • Certificate II in Retail Management


  • Year 12 Certificate (High School Completion)


  • CPR and First Aid Certification


  • Open Driver’s Licence

Referees

Available upon request.

Timeline

Support Worker

Southern Cross – Queensland
01.2024 - Current

2IC – Service Desk (Customer Service Supervisor)

Woolworths
01.2022 - 06.2024

Retail Assistant

Woolworths
01.2007 - 06.2022

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Ann-marie Penrose