Carmen Guzman
Meadowbank,NSW
Summary
Cultivated a people-focused strategy to enhance support for individuals. Leveraged diverse experience in educational, corporate, medical, and community environments to promote ethical and professional practices. Fostered effective communication and relationship-building with stakeholders at all levels.
Overview
14
14
years of professional experience
Work History
Client Services
Lou’s Place, A Safe Place for Women
12.2023 - 11.2024
- Enhanced client satisfaction by effectively addressing and resolving inquiries in a timely manner.
- Liaising with donors in regards to donation drop offs.
- Provided support to clients in a trauma informed approach.
- Creating and maintaining relationships with external stakeholders and other community sector organisations.
- Diffusing difficult and highly charged situations in the workplace amongst clients.
- Completing intake forms with new clients in data collection.
- Booking clients in to see caseworkers, and referring potential clients onto the relevant program.
- Implemented new procedures to enhance team performance and overall effectiveness in the workplace and community.
- Building relationships with clients from diverse backgrounds, age groups and social economic status, leaving a supportive and positive impression.
- Assisted clients with computer literacy and phone support.
- Providing clients with basic necessities such as emergency clothing and toiletries.
- Helping organise NAIDOC week, International Women’s day for within the Lou’s Place Community.
Assessment Administrator
Kaplan Professional
03.2023 - 10.2023
- Vocational Education award checking.
- Implementing reasonable adjustments for assessment tasks.
- Processing invoices by strict deadlines.
- Results release to student cohorts efficiently.
- Experience in printing Higher and Vocational education awards.
- Liaising with assessors over incorrect submissions.
- Allocation of markers.
- Adjusting qualifying timeframes.
- Managing escalated student cases.
Student Administration Officer
Macquarie University
03.2016 - 06.2022
- Managing escalated student cases.
- Award checking.
- Relationship building with academic and professional staff.
- High-quality client service for Tier 4 student issues.
- Administrative support for over 11,000 students.
- Complex academic advice for progression, enrolment, appeals.
- Policy compliance.
- Recruitment and training of new employees.
- Specialist academic advice communication.
- Maintaining accurate records.
- Contributing to student-focused systems and policy improvements.
Administration Officer
St Vincent’s Hospital
10.2015 - 01.2016
- Registration of inpatients and outpatients.
- Data collection for stakeholders.
- Adherence to data protection and privacy.
- Strong customer service.
- Professionalism in a fast-paced environment.
Customer Service Officer
Zurich Insurance Limited
12.2014 - 10.2015
- Clear communication for customer experience.
- Weekly statistics reporting.
- Conflict resolution.
- Claim updates and advice.
- Policy knowledge and communication.
Social Researcher
Leichhardt Women’s Health Centre
07.2010 - 12.2010
- Conducting an independent project through qualitative and quantitative research
- Designing consent forms and interview questions
- Transcribing data
- Presenting findings to internal stakeholders with the goal to improve the service for women in the community
Education
Bachelor of Social Science - Development Studies and Cultural Change
Macquarie University
04.2013
Skills
- Attention to detail
- Social research capabilities
- Trauma informed practice
- High efficiency in communication
- Team player
- Ability to work under pressure
- Reliability
- Enthusiasm
Timeline
Client Services
Lou’s Place, A Safe Place for Women
12.2023 - 11.2024
Assessment Administrator
Kaplan Professional
03.2023 - 10.2023
Student Administration Officer
Macquarie University
03.2016 - 06.2022
Administration Officer
St Vincent’s Hospital
10.2015 - 01.2016
Customer Service Officer
Zurich Insurance Limited
12.2014 - 10.2015
Social Researcher
Leichhardt Women’s Health Centre
07.2010 - 12.2010
Bachelor of Social Science - Development Studies and Cultural Change
Macquarie University