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
Sydney, NSW
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
Perth, WA
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
Perth, WA
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
Sydney, NSW
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
Forestville, NSW
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
Randwick, NSW
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
ShellharbourFirst Aid Certificate -
Australia Wide First Aid
Perth, WA2023
High School Diploma -
Wollondilly Anglican College
Tahmoor, NSW12.2010
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