Caroline Pese
Dharruk
Summary
Dynamic customer service professional with over 12 years of experience in effectively addressing diverse customer inquiries. Demonstrated expertise in problem-solving and communication, resulting in improved customer satisfaction and loyalty. Proficient in utilizing CRM software to streamline processes and enhance service delivery. Committed to fostering positive relationships and driving continuous improvement in customer support operations.
Overview
12
12
years of professional experience
Work History
Disability Support Worker
Kingdom Contractors
05.2024 - Current
- Guided clients in development of skills and strategies for dealing with individual problems.
- Managed challenging behaviors through positive reinforcement techniques.
- Transported clients to appointments, social events, and other activities as needed.
- Provided crisis intervention services during emergency situations.
- Participated in team meetings with supervisors, doctors, nurses, therapists.
- Educated clients on options to assist in making informed decisions.
- Administered medication to patients according to strict schedules.
- Coordinated doctor appointments, exercise, recreation, and family visits to maintain schedule.
- Provided emotional support to individuals with physical or mental disabilities.
- Documented services and collected required data for evaluation.
- Monitored and evaluated client progress compared to measurable treatment and care plan goals.
- Assisted clients with activities of daily living such as eating, dressing, and grooming.
Case Management Specialist
Employers Mutual Pty Ltd
08.2021 - Current
- Assist injured person and employer with the workers compensation claim process and provide support in the completion of relevant documents
- Make contact in a timely manner with the injured person to ensure they have access to required services
- Proactively manage the claims process to improve recovery and return to work outcomes for works who have experienced a workplace injury or illness
- Provide ongoing advice to stakeholders including, injured workers, employers and providers
- Tailored and empathetic delivery of adverse outcomes to all stakeholders with a solution focus
Fleet Support Officer
Couriers Please
07.2020 - 08.2021
Customer Service Representative
Parramatta
07.2019 - 07.2020
Customer Experience Manager
CouriersPlease Pty Ltd
01.2017 - 06.2020
Customer Experience Manager NSW
CouriersPlease Pty Ltd
01.2017 - 05.2019
Customer Experience Manager
Couriers Please
12.2016 - 05.2019
Customer Service Supervisor NSW
CouriersPlease Pty Ltd
12.2015 - 01.2017
Corporate Accounts Executive - NSW SA & WA
CouriersPlease Pty Ltd
12.2013 - 12.2015
Reservations Consultant
Thrifty Pty Ltd
02.2013 - 12.2013
Education
Higher School Certificate -
St Marys Senior High School
01.2009
Skills
- Customer Service
- Team Building
- Decision Making
- Communication
- Adaptability
- Active Listening
- Management
- Leadership
- Crisis intervention
- Medication administration
- Behavior management
- Informed decision-making
- Team collaboration
References
Available upon request
References
References available upon request.
Timeline
Disability Support Worker
Kingdom Contractors
05.2024 - Current
Case Management Specialist
Employers Mutual Pty Ltd
08.2021 - Current
Fleet Support Officer
Couriers Please
07.2020 - 08.2021
Customer Service Representative
Parramatta
07.2019 - 07.2020
Customer Experience Manager
CouriersPlease Pty Ltd
01.2017 - 06.2020
Customer Experience Manager NSW
CouriersPlease Pty Ltd
01.2017 - 05.2019
Customer Experience Manager
Couriers Please
12.2016 - 05.2019
Customer Service Supervisor NSW
CouriersPlease Pty Ltd
12.2015 - 01.2017
Corporate Accounts Executive - NSW SA & WA
CouriersPlease Pty Ltd
12.2013 - 12.2015
Reservations Consultant
Thrifty Pty Ltd
02.2013 - 12.2013
Higher School Certificate -
St Marys Senior High School
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