Caitlin Mullarkey
Glenavoo, Aclare
Summary
Offering excellent interpersonal skills and genuine passion for helping others, eager to learn and develop in supportive environment. Brings understanding of community resources and ability to effectively communicate with diverse populations. Ready to use and develop active listening and problem-solving skills in a Social Work/Mental Health role. Proven track record of delivering impactful programs and interventions tailored to individual needs. Demonstrated effective crisis management and strong advocacy skills. Currently in Australia working but I am looking to move home after a year and pursue my passion of working with individuals and helping them in any way that I can.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Abtran Ireland
10.2023 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Social Worker
Brighton & Hove City Council
10.2022 - 05.2023
- Updated client documentation for accurate, compliant and current records.
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
- Collaborated with multidisciplinary teams to ensure appropriate care coordination and resource allocation for clients.
- Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
- De-escalated stressful situations through individual and family crisis interventions.
- Maintained accurate case documentation, ensuring compliance with regulatory standards and facilitating informed decision-making by team members.
- Advocated for clients to assure respected rights and wishes.
- Monitored clients' progress and adapted treatment plans to meet changing needs.
- Helped clients develop new coping mechanisms and techniques to drive behavior modification.
- Increased client engagement in treatment plans by building trusting relationships through empathetic listening and consistent support.
- Helped clients with recognizing and managing mental health concerns through evidence-based interventions.
- Collaborated with schools to address students'' social-emotional needs, working closely with teachers and administrators to create supportive learning environments.
- Enhanced community outreach efforts for better service accessibility and increased program enrollment.
- Coordinated external healthcare professionals to uphold high-quality, person-centred care.
- Collaborated with other professionals to plan and coordinate care for clients.
- Administered assessments to identify clients' needs and establish treatment plans.
Learning Mentor
City Academy School
01.2022 - 06.2022
- Improved student retention rates through consistent follow-up meetings and progress assessments.
- Supplemented traditional instruction methods with innovative teaching techniques aimed at enhancing overall comprehension levels among learners.
- Participated in professional development opportunities to stay up-to-date on best practices for supporting diverse groups of learners effectively.
- Developed tailored action plans for each student, addressing their unique needs and goals.
- Enhanced student learning experiences by incorporating individualized mentoring and support strategies.
- Collaborated with teachers to identify struggling students and develop targeted intervention strategies.
- Contributed to a healthy and safe learning environment by monitoring student behavior and intervening when necessary to resolve conflicts or address issues.
- Promoted a growth mindset within students by encouraging persistence and resilience in the face of challenges.
- Served as an advocate for student welfare, addressing any concerns related to academic progress or emotional well-being with the appropriate personnel.
- Empowered students to take ownership of their learning journeys through goal-setting exercises and self-reflection sessions.
- Monitored student academic progress, communicating with each student frequently and intervening to assist students experiencing difficulties
- Used Software to maintain appropriate documentation of all academic activities.
- Educated students and family members in available resources from social service programs.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Used standardized assessments to evaluate abilities, interests and characteristics of different students.
Education
Social Work BSc(Hons) - Social Work
University of Brighton
Brighton, United Kingdom02.2024
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Conflict resolution
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Team development
- Microsoft Office Suite
- Microsoft PowerPoint
- De-escalation techniques
- Building rapport
Timeline
Customer Service Representative
Abtran Ireland
10.2023 - 02.2024
Social Worker
Brighton & Hove City Council
10.2022 - 05.2023
Learning Mentor
City Academy School
01.2022 - 06.2022
Social Work BSc(Hons) - Social Work
University of Brighton
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