CATHERINE KIRIKA
Northfield,Australia
Summary
A highly motivated and dedicated individual with a profound passion for human services and a strong commitment to contributing to the social betterment. Demonstrating a deep understanding of global social issues, possessing extensive experience in the administrative industry and possess a wealth of knowledge in office support and customer care.
Proficiency in administrative tasks, meticulous data entry, and records management, coupled with exceptional communication skills, allows me to excel in a fast-paced customer service environment.
A driven, adaptable, and solution-oriented, possessing excellent conflict resolution skills and a remarkable ability to handle multiple tasks with efficiency and grace.
Overview
4
4
years of professional experience
Work History
Community Youth Worker
Hendercare |Department of Child Protection
06.2021 - Current
- Assisted in managing and organizing office operations, including file management, document preparation, and scheduling
- Prepared and distributed internal communications, memos, and reports, facilitating effective information flow within organization
- Managed incoming and outgoing correspondence, including emails, letters, and phone calls, providing professional and prompt responses
- Maintained accurate and up-to-date records, databases, and filing systems, ensuring easy retrieval and storage of information
- Handled sensitive and confidential information with the utmost discretion and professionalism
- Assisted in preparing and proofreading various documents, such as reports, presentations, and proposals, to maintain consistency and accuracy
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Collaborated with cross-functional teams to ensure smooth coordination and efficient completion of projects
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
Contact Centre Agent
SA Health| Excel Recruitment
11.2021 - 11.2022
- Maintain up-to-date knowledge of government regulations and requirements, ensuring compliance in all interactions with citizens
- Provide critical life-saving instructions, infection control information, and high-quality customer service
- Attend local training classes and meetings to stay informed and enhance skills
- Coordinate with the communication team leader daily, ensuring seamless operations
- Act as knowledgeable liaison, directing calls to appropriate departments for efficient resolution
- Schedule appointments and maintain accurate documentation
- Resolve over 60 customer issues per shift through thorough research, implementing effective solutions, and escalating unresolved matters to upper management
- Analyze and escalate complaints, issues, and grievances to designated departments, ensuring timely investigation and response
- Maintain precise and up-to-date customer account data through meticulous manual forms processing and digital information updates.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Office Support and Customer Care Specialist
Orion Care
09.2020 - 02.2022
- Provide comprehensive support and personal development guidance to customers accessing services offered by Orion Care
- Administer peg feeds, medications, and manage medical charting, colostomy, and catheter procedures
- Deliver services that prioritize clients' maximum independence and meet their daily living and personal requirements according to customized care plans
- Mentor and guide employees, ensuring the proper completion of assigned duties and fostering a supportive work environment
- Build strong relationships with customers by consistently displaying a positive attitude and offering attentive responses
- Create and maintain spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting, ensuring accurate and timely information management.
Education
Master of Sciences (MSc) - Business Information System
Torrens University
Adelaide, SA2020
Bachelor of Arts (B.A) - International Relations
Daystar University
2017
Skills
- Office support and customer care
- Order processing and refund handling
- Creative problem-solving techniques
- Efficient data entry and meticulous data maintenance
- Exceptional multitasking and prioritization capabilities
- Proficient in document and records management
- Experienced in handling multi-line phone systems
- Culturally aware and sensitive to diverse customer needs
- Office Workflow Support
TOOLS
- Microsoft: Word, Excel, Outlook, Visio, SharePoint, PowerPoint, Teams, Planner
- Collaborative Tool: Zoom, MS Teams, Cisco Webex, Skype, Google Meet
Timeline
Contact Centre Agent
SA Health| Excel Recruitment
11.2021 - 11.2022
Community Youth Worker
Hendercare |Department of Child Protection
06.2021 - Current
Office Support and Customer Care Specialist
Orion Care
09.2020 - 02.2022
Master of Sciences (MSc) - Business Information System
Torrens University
Bachelor of Arts (B.A) - International Relations
Daystar University
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