Carolyn Ross
North Lakes,QLD
Summary
Adept at enhancing operational efficiency and customer satisfaction. Dedicated work ethic and problem-solving abilities have consistently contributed to success in various roles, driving positive outcomes and maintaining high standards of service.
Knowledgeable and dedicated customer service professional with extensive experience in the banking and finance industry. Solid team player with outgoing, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
Work History
Kitchen Assistant/Relief Administration
Mueller Early Learning Centre
01.2021 - Current
- Provided excellent customer service skills preparing 3 meals per day to 115 children.
- Managing all special dietary requirements.
- Cleaned and organized kitchen stations to promote team efficiency.
- Collaborated with team members to ensure smooth workflow during peak hours.
- Enhanced kitchen efficiency by maintaining clean and organized workstations.
- Utilized knife skills to expertly chop, slice, and dice ingredients as needed for recipes.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Provided backup support to other staff members during busy periods or staff shortages.
- Accepted opportunities to learn new skills, improve performance and cross-train for other positions including administration duties and child care educator.
- Maintained strict compliance with food safety regulations, ensuring high-quality meals for children.
- Operated standard kitchen equipment with focus on safety and sanitation.
- Followed company safety and security policies and procedures when reporting maintenance needs and unsafe work conditions.
- Reduced cross-contamination risks by strictly adhering to sanitation protocols when handling allergens.
- Maintained swift pace of work to meet business demands for cleaning and supplies storage.
- Trained new kitchen assistants on standard operating procedures and best practices, leading to a more efficient team overall.
- Monitored cooking equipment temperatures, ensuring optimal performance and consistent results for all dishes served.
- Labeled and stored all food items correctly and checked expiration dates routinely.
- Operated kitchen equipment in accordance with manufacturer instructions.
- Unloaded food deliveries and stored items in proper locations for easy access.
- Washed, peeled and cut various foods such as fruits and vegetables to prepare for cooking or serving.
- Maintained high personal grooming standards and uniform presentation.
- Reduced kitchen accidents by maintaining high standards of cleanliness and organization.
- Remained up-to-date on industry regulations and standards, ensuring accurate audits that complied with all applicable guidelines.
- Collaborated closely with external auditors to ensure a smooth flow of information between both parties during year-end audits.
Child Care Educator
Little Miss Sunshine Family Daycare
01.2020 - 01.2021
- Ensured the health and safety of children by consistently monitoring their activities both indoors and outdoors.
- Developed strong relationships with families, maintaining open communication channels for optimal support of each child''s growth and wellbeing.
- Maintained safety and cleanliness by sterilizing toys and surfaces.
- Established a safe, secure, and inclusive classroom setting where all children felt welcomed and valued.
- Communicated with children's guardians about daily activities.
- Applied play-based strategies to provide diverse approaches to learning.
- Supported the emotional well-being of each child by providing compassionate care during moments of distress or anxiety.
- Enhanced children''s cognitive and social development by implementing age-appropriate activities and games.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviours.
- Collaborated with parents to address individual child needs and discuss progress reports regularly.
- Implemented hands-on learning opportunities that encouraged exploration, problem-solving, and critical thinking skills among children.
- Contributed to the development of age-appropriate curriculum materials that aligned with state standards for early childhood education programs.
- Maintained accurate records of attendance, meal counts, emergency contact information, ensuring compliance with state regulations.
- Maintained tidy environment to comply with cleanliness and sanitation standards.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Instructed children in health and personal habits, such as eating, resting, and toileting.
- Taught hand washing and proper use of utensils to promote good hygiene and etiquette habits.
- Utilized technology to develop instructional materials and activities for children and to report to parents on a daily basis.
- Understanding the Early Years Learning Framework principles and practices.
Teacher's Aide
Good Shepherd Christian School
01.2018 - 12.2019
- Assisted teachers with supervision and care of group of 20 children.
- Maintained safety and security by overseeing students in recess environments.
- Supervised students on field trips for safety and proper behavior in public settings.
- Collaborate with parents/carers to develop and maintain strong support networks and build rapport to foster seamless communication.
- Managed daily attendance records and reported absences.
- Maintained organization and daily cleaning of classroom.
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
- Tutored struggling and special needs students individually and in small groups to reinforce learning concepts.
- Supported student physical, mental, and social development using classroom games and activities.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Performed diverse tasks for teachers, including clerical support, classroom management and document coordination.
Payroll Officer
Pacific Hills Christian School
03.2016 - 04.2017
- Managed payroll data entry and processing for 300 employees on fortnightly basis to comply with company guidelines.
- Provided exceptional customer service by responding to employee inquiries regarding pay slips, deductions, taxes, and benefits in a timely manner.
- Maintained confidentiality by securely storing sensitive employee information according to established data protection protocols.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Tracked employee vacation, sick and personal time.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Managed end-to-end processing of bi-weekly and monthly payrolls for a diverse workforce within strict deadlines.
- Handled all workers compensation claims, child protection checks along with keep up to date with teacher accreditation.
- Remittance of superannuation, PAYG & BAS and end of month procedures.
- Preparation of Employment Contracts.
Finance and Administration Assistant
Brindabella Christian College
01.2013 - 01.2016
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed all payroll functions on a fortnightly basis for over 300 staff comprising of two school campuses and two early learning centres.
- Remittance of superannuation, PAYG & BAS and end of month procedures.
- Manage the finance inbox and reconciliation of all petty cash.
- Updated Asset Register.
- Submitting attendances to Government Department for Early Learning Centres and allocating Centrelink payments.
- Performing weekly bank account reconciliations.
- Processing of weekly, fortnightly and monthly direct debits.
- Conduct monthly fire drills and lock downs as Fire Warden.
- Increased customer satisfaction by providing timely and professional responses to inquiries via phone, email, or in-person visits.
- Safeguarded private information through meticulous record-keeping practices, adhering to company confidentiality policies at all times.
- Managed travel arrangements for senior executives by securing flights and making hotel reservations.
- Managed accounts payable and receivable.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate all requests.
Industrial Officer
Australian Federal Police Association
06.2010 - 01.2013
- Providing support to over 4000 AFP members about industrial, employment and other professional standard issues.
- Providing input and assistance with Enterprise Agreement negotiations.
- Actioning industrial correspondence and addressing member and Branch Delegate queries in relation to employment terms and conditions as well as issues arising from the AFP Commissioners command powers.
- Supported the AFPA organizational meeting by scheduling meetings, maintaining agendas and taking minutes of the meetings.
- Researching and conducting negotiations on behalf of AFP members.
- Identifying and reporting on possible emerging threats and opportunities to Management.
- Liaise with AFP Employee Relations, HR and other areas of the AFP.
- Provide Comcare assistance to members.
- Understand and uphold core values of the AFP.
- Liaise with AFPA Legal team in relation to Professional Standard matters.
Bank Teller
Police Bank
01.2008 - 06.2010
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Assisted customers in opening new accounts, facilitating smooth onboarding process for new clients.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
- Maintained friendly and professional customer interactions.
- Trained new hires on customer service policies and procedures.
Senior Call Centre Operator
Eftex Pty Ltd
02.2005 - 06.2010
- Level one helpdesk support for maintenance of ATM's on a 24/7 rotating roster.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Scheduling technicians and/or Armaguard to maintain and report ATM's in a timely manner.
- Being first point of call when major outages occurred.
- Dealing with third party companies including Telstra and Armaguard.
- Dealing with customer enquiries and complaints.
- Reduced equipment downtime by troubleshooting issues and organizing timely repairs.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Daily report to Call Centre Manager
Senior Customer Service Representative
First Data Resources Pty Ltd
08.1996 - 02.2004
- As Senior Redipos Helpdesk Operator I help set up and maintain the helpdesk for merchants with EFTPOS terminals supplied through Credit Unions.
- As Senior Credit Management Officer I provided debt recovery procedures providing high rate of recovery for our company whilst maintaining good rapport with the customer.
- Developed daily, weekly and monthly reports on our team's productivity for Management.
- As Senior Customer Service Representative I resolved customer service issues using company processes and policies and provided updates to customers regarding their lost or stolen visa cards.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client's concerns and company interests.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Education
Food Handling & Safety
I'm Alert06.2024
Child Protection
Child Safety Awareness
Metro North Learning02.2024
First Aid/Cardiopulmonary Resuscitation
QLD02.2024
Certificate III - Early Childhood And Education
QLD Tafe
QLD01.2020
Legal Framework For Employment And Workplace
Clifton's Centre
Canberra, ACT05.2013
Certificate III - Business Administration
Underwood Secretarial College
Europe02.1991
Skills
- Safe Food Handling
- Customer Service
- Positive Attitude
- Dedicated Work Ethic
- Workplace Health and Safety
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call centre experience
- Computer Proficiency
Additional Information
I am a take-charge professional delivering excellent customer service. Dependable and detail oriented with the ability to manage multiple tasks and priorities. I have broad experience which includes office management, administration, finance, customer service, database management and education. I am hard-working with an impeccable work ethic. I am looking to relocate to Sydney from QLD and would love to get back into the call-centre environment.
Timeline
Kitchen Assistant/Relief Administration
Mueller Early Learning Centre
01.2021 - Current
Child Care Educator
Little Miss Sunshine Family Daycare
01.2020 - 01.2021
Teacher's Aide
Good Shepherd Christian School
01.2018 - 12.2019
Payroll Officer
Pacific Hills Christian School
03.2016 - 04.2017
Finance and Administration Assistant
Brindabella Christian College
01.2013 - 01.2016
Industrial Officer
Australian Federal Police Association
06.2010 - 01.2013
Bank Teller
Police Bank
01.2008 - 06.2010
Senior Call Centre Operator
Eftex Pty Ltd
02.2005 - 06.2010
Senior Customer Service Representative
First Data Resources Pty Ltd
08.1996 - 02.2004
Food Handling & Safety
Child Protection
Child Safety Awareness
First Aid/Cardiopulmonary Resuscitation
Certificate III - Early Childhood And Education
QLD Tafe
Legal Framework For Employment And Workplace
Clifton's Centre
Certificate III - Business Administration
Underwood Secretarial College
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