Summary
Overview
Work History
Education
Skills
Timeline
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Cassie Archer

Cassie Archer

Corrimal,NSW

Summary

I am an outgoing, energetic young professional seeking an opportunity to be apart of your team. I have made numerous contributions to my past employers that have benefited my employers & myself. These accomplishments have come from my excellent interpersonal skills, my ability to manage high- stress situations and maintain professionalism, alongside with my passion to always give 110% in everything I do. I am a very hard worker, extremely professional and always have complete dedication to my job.

Overview

11
11
years of professional experience

Work History

Emergency Medical Call Taker

NSW Ambulance
09.2023 - Current
  • Assisted in training new hires, sharing best practices for call-taking procedures and fostering a supportive work environment.
  • Utilized multi-line phone systems effectively, navigating between calls seamlessly while maintaining attention to detail.
  • Provided empathetic support to distressed callers, offering guidance on available resources or directing them to appropriate channels for further help when necessary.
  • Mentored newer staff members on best practices in call-handling etiquette.
  • Typed incoming information promptly.
  • Contributed to the development of internal resources such as scripts, FAQs, and training materials for better call efficiency.
  • Handled sensitive information with discretion, safeguarding customer privacy while adhering to company policies and regulations.
  • Collaborated with other departments as needed to resolve complex issues or provide comprehensive support for customers in need of specialized assistance.
  • Enhanced customer satisfaction by efficiently handling high-volume calls and resolving inquiries.
  • Monitored multiple computer screens simultaneously.
  • Dealt successfully with individuals from various socio-economic, ethnic and cultural backgrounds.
  • Maintained a professional demeanor, managing difficult callers and deescalating tense situations.
  • Handled bilingual calls with ease, ensuring clear communication and understanding for callers of diverse backgrounds.
  • Prioritized time-sensitive calls effectively, ensuring efficient allocation of resources in emergency situations.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.

Customer Service Agent

Qantas Airways
10.2022 - 09.2023
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.

Cabin Supervisor

QantasLink
09.2020 - 10.2022
  • Created an enjoyable inflight atmosphere by incorporating entertainment options tailored to various age groups.
  • Coordinated with pilots and ground staff, ensuring smooth operations during flights.
  • Streamlined pre-flight preparations to ensure timely departures and arrivals.
  • Provided exceptional customer service, resulting in increased passenger loyalty and repeat business.
  • Handled escalated passenger complaints professionally, taking proactive measures to resolve conflicts while preserving positive relationships with customers.
  • Ensured compliance with airline policies and federal aviation regulations, maintaining a safe environment for all passengers and crew members.
  • Enhanced passenger satisfaction by addressing concerns and providing timely solutions.
  • Served as a liaison between cabin crew members and upper management, maintaining open lines of communication regarding issues affecting flight operations.
  • Conducted regular performance evaluations for cabin crew members, identifying areas for improvement and providing constructive feedback.
  • Implemented successful emergency procedures during unexpected situations, ensuring the safety of passengers and crew members alike.
  • Mentored new cabin crew hires, providing guidance on company policies and procedures as well as hands-on training.

Cabin Crew Member

QantasLink
01.2017 - 09.2020
  • Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
  • Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
  • Followed company regulations and rules to promote safe environment for travelers and employees.
  • Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
  • Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
  • Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.

Treatment Coordinator

Northside Orthodontics
01.2015 - 01.2017
  • Maintained detailed records of patient treatments, ensuring accurate billing and efficient followups.
  • Increased case acceptance rates through persuasive presentation of treatment options and benefits.
  • Explained treatment choices to patients and helped determine best options.
  • Provided exceptional customer service to create a welcoming atmosphere for patients and their families.
  • Presented financial arrangements clearly to patients, enabling informed decisions about payment options and timelines.

Orthodontic Assistant

Sydney Smile Specialists
02.2013 - 01.2015
  • Prepared patient for orthodontist and performed simple tasks such as tightening braces and conducting preliminary examinations.
  • Demonstrated strong communication skills while educating patients on oral hygiene practices specific to their orthodontic treatments.
  • Took x-rays, photographs, and impressions of patients' teeth and mouth.
  • Provided exceptional chairside assistance to orthodontist during complex procedures such as bracket placement and adjustments, aligner fittings, and appliance installations.

Education

Certificate III - Dental Assisting

Shellharbour Tafe
Shellharbour

First Aid Certificate -

Australia Wide First Aid
Perth, WA
2023

High School Diploma -

Wollondilly Anglican College
Tahmoor, NSW
12.2010

Skills

Call prioritization

Teamwork orientation

Stress Tolerance

Complaint Handling

Typing Speed

Empathy Display

Computer Skills

Clear Communication

Professional Communication

Flexible Schedule

Professional ethics

Decision-Making

Resilient

Reliability

Timeline

Emergency Medical Call Taker

NSW Ambulance
09.2023 - Current

Customer Service Agent

Qantas Airways
10.2022 - 09.2023

Cabin Supervisor

QantasLink
09.2020 - 10.2022

Cabin Crew Member

QantasLink
01.2017 - 09.2020

Treatment Coordinator

Northside Orthodontics
01.2015 - 01.2017

Orthodontic Assistant

Sydney Smile Specialists
02.2013 - 01.2015

Certificate III - Dental Assisting

Shellharbour Tafe

First Aid Certificate -

Australia Wide First Aid

High School Diploma -

Wollondilly Anglican College

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Cassie Archer