Carmelinda Papalia
5B Grassy Close Hinchinbrook
Summary
Dedicated Customer Service professional with a history of meeting company goals utilizing consistent and organised practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Services Australia (Centrelink)
10.2019 - 03.2020
- Customer Service
- Call Centre Representative for all divisions
- Data Entry
- Processing Documentation for all Claims
- Problem solving and dispute resolution
- Administration
- First point of contact to Customers
Office All-rounder/ Personal Assistant
RF Promotions / Dance HQ
01.2005 - 03.2020
- Customer Service
- All aspects of Reception duties
- Diary management
- Promotional and Event planning
- Problem solving and dispute resolution
- Organisation of all travel for director
- General Office needs
- Planning dance routines
- Appointment scheduling
- Cash Handling
- Data Entry
- Invoicing
Office Manager/ Customer Service Manager
IA Health Network
02.2020 - Current
- Lead Office Operations
- Leading a Team of 15 employees, setting weekly targets
- Training and onboarding new employees
- Running weekly catch up with all Staff members
- Running weekly huddles for the business as a whole
- Lead Medical report Team
- Reviewing all Medical reports prior to Client receiving
- Hosting Client Meetings
- Customer service Managing, first point of contact for all Customer needs
- Assisting in controlling the switch-bored daily
- Data Entry
- Working alongside Physiotherapists
- Assisting recruiters in hiring the right Candidate’s for white- and blue-collar employment
- All aspects of Reception and Administration duties
- Diary management
- Personal Assisting CEO
- Sales and Marketing
- Problem solving and dispute resolution
- Cold calling potential Clients
- Sourcing new clinics, built a network of Clinics Australia wide
- Organisation of all travel for director
- General Office needs
- Appointment scheduling
- Completing Referrals and bookings as required
- Stakeholders’ Client Managing
- Screening potential Employees for Employment Medicals/ Return to Work
- Calendar Management
- Invoicing via Xero, bill entries, reconciliation of account’s and raising purchase orders
- Concierge
Customer Service Manager/ Medical Administration
Assist Group Total HR solutions
04.2017 - 06.2019
- Concierge
- Customer service
- Control Switch-bored daily
- Data Entry
- Working alongside Doctors, Physiotherapists & Exercise Physiologist
- Controlling Eftpos and Payments
- All aspects of Reception duties
- Diary management- Personal assisting to CEO
- Assisting Doctor with reports and Referrals
- Sales and Marketing
- Problem solving and dispute resolution
- Undertaking and completing Large Government contracts for a range of Divisions
- Cold calling potential Clients
- Organisation of all travel for director
- General Office needs
- Appointment scheduling
- Account Managing
- Screening Client's for Employment Medicals/ Aviation Medicals/ Return to Work
- Complete all bookings
- Data Entry
- Invoicing via Xero
- Raising purchase order numbers
- Hosting Client Meetings
- Running Office on daily basis/ Office Management
Second in Charge / Acting Team Leader
Commonwealth Bank of Australia Head Office
08.2014 - 03.2017
- Customer Service
- Completing NSW/VIC Settlements for Registration
- Attending Weekly Reviews and Planning Meetings
- Completing Statistical Plan Weekly for Meetings
- Continually Assisting the Team leader
- Completing Daily Statistics for Team
- Attention to detail
- Liaising with other Teams/Branches
- Liaising with Brokers
- Preparing and receiving Consignments
- Conducting Title Searches and Investigations
- Extensive Data Entry
- All aspects of Administration Duties
- Problem solving and dispute resolution
- Leading Team daily huddles
- Leading the Team twice a week as well as acting Team Leader whenever needed
- Completing KPI's as well as setting them for the team daily
Customer Service/ Administration
Commonwealth Bank of Australia Head Office
03.2013 - 07.2014
- Problem solving and dispute resolution
- General office needs
- Customer service
- Attention to detail
- Meeting set K.P.I targets
- Extensive Data Entry
- All aspects of Administration
- Filing in strict Alpha
- Assisting Team Leader
- Supporting other states/branches with loans
- Invoicing
- Controlled in going and outgoing Mail
- Investigating Loans, change of names and death certificates
Before & After School Care/ Child Care Worker
Reflections Kindergarten
05.2011 - 02.2013
- Picking up, and bringing children to school and excursions
- Driving the Minibus regularly
- Assisting employees
- Organised Vacation care
- Planning and completing Group times
- Cooking for children
- Assisting with the babies and pre-school room
- Experience with 0-12 years
- Making sure school children are supervised and have completed Homework
- Planning and Programming weekly
- Developing a room leader initiative
Child Care Worker / Special Needs Support
St Anthony’s Long Day Care Centre
07.2003 - 12.2011
- Assisting Employees
- Assist routines of the day
- Planning and programming weekly
- Assisting the employer
- Cooking for children
- Supervision of Children
- Shadowing Children with Special Needs
- Planning and completing Group times
- Programming for Children with Special needs
- Acting room leader
- Personal assisting Director
- Trained in being, belonging & becoming
- Experience in 0-5yrs
- Completed weekly budget and shopping
- Completed High Quality Accreditation on numerous occasions
- Assisting employees
- Cooking for children
- Developing a room leader initiative
- Organising and completing programs
Education
Senior First Aid -
01.2011
Diploma in Tourism - International Retail Travel Sales
Wentworth commercial college
Sydney01.2001
Galileo Computer Reservations Certificate -
Wentworth Commercial College
Sydney01.2001
Year 12 -
All Saints Catholic College
Liverpool01.2000
Skills
- Excellent Communication Skills
- Strong Organisational skills
- Customer Service Excellence
- Multi-tasking Expertise
- Leadership skills
- Office management
- Scheduling and calendar management
- Account reconciliation
- Employee supervision
- Operations management
Achievements
- Leadership training CBA
- IA health employee of the year (2023)
- Star of the month CBA August, November, December 2014 and January 2015
- Leading lights Quarterly award CBA October and November 2015
- Fraud risk assessment training CBA
- Customer service training CBA
- NDIS Orientation Certificate
- Out & About: Safe journey with children Certificate
- OHS Management Systems Certificate
- Building children’s Behaviour Workshop
- Participate in workplace safety procedures Certificate
- Aboriginal Music, Art, and Dance Certificate
- Enhancing relationships between parents and children
- Bilingual children and speech delays Certificate
- Diploma in Tourism- International Retail Travel Sales
- Working with Children’s Check WWCC 1174629E
- Fully Vaccinated- Covid19
Referees
Joe Fimmano
R&F Entertainment & Promotions/
Dance HQ- Director
Mobile 0404861271
Jessica Lewis
CBA- General Manager
Mobile 0433281238
James Macann
IA Health Network- Director/ Head Physiotherapist
Mobile 04352166
Timeline
Office Manager/ Customer Service Manager
IA Health Network
02.2020 - Current
Customer Service Representative
Services Australia (Centrelink)
10.2019 - 03.2020
Customer Service Manager/ Medical Administration
Assist Group Total HR solutions
04.2017 - 06.2019
Second in Charge / Acting Team Leader
Commonwealth Bank of Australia Head Office
08.2014 - 03.2017
Customer Service/ Administration
Commonwealth Bank of Australia Head Office
03.2013 - 07.2014
Before & After School Care/ Child Care Worker
Reflections Kindergarten
05.2011 - 02.2013
Office All-rounder/ Personal Assistant
RF Promotions / Dance HQ
01.2005 - 03.2020
Child Care Worker / Special Needs Support
St Anthony’s Long Day Care Centre
07.2003 - 12.2011
Senior First Aid -
Diploma in Tourism - International Retail Travel Sales
Wentworth commercial college
Galileo Computer Reservations Certificate -
Wentworth Commercial College
Year 12 -
All Saints Catholic College
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