Charlotte Hill
North St Marys,NSW
Summary
Through a diverse range of roles, I have proven myself as a highly adaptable individual who learns quickly on the job. As well as being a strong team player and communicator who interacts well with individuals at all levels both within and outside the organization, I am equally comfortable working on my own. I thrive on new challenges, have great problem-solving skills, listening skills, communication skills and proactively seek to understand all aspects of the business in order to deliver the most proficient results.
Overview
18
18
years of professional experience
Work History
Out of Hospital Care Service Coordinator
Care connect limited
Bella Vista, Nsw
08.2022 - Current
- Liaised between client and service provider to keep both parties informed.
- Identified methods to improve customer experiences, meeting or exceeding expectations.
- Followed up with service providers/Support workers and managers to implement 6 weeks of care after being discharged from hospital.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Established and maintained relationships to meet community needs and avoid service complications.
- Prepared and monitored service provider costs to adhere to minimal business impact.
- Organised care plans for patients and emailed service providers to keep support workers informed of the patients care needs and program eligibility, requirements and benefits.
- Assessed and identified service delivery challenges and opportunities within local area.
- Assessed patients needs and implemented personal care services, social support services, home modifications, shopping services.
- Toggled between multiple systems and databases to look up information and update records.
- Drove logistics between multiple departments to fulfill contract service-level-agreements.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of patients promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Implemented strategies to take advantage of new opportunities.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Analyzed key performance indicators to identify effective strategies.
- Worked closely with human resources to support employee management and organizational planning.
Receptionist Administrator
Sydney Boatscreens pty ltd
Prospect, Nsw
01.2020 - Current
- Established workflow processes, monitored daily productivity, and implemented modifications to increase personal efficiency
- Quote customers on boat services we provide.
- Scheduling appointments for boat pick up and drop offs.
- Displayed professional standards at reception desk to impress visitors.
- Coordinated appointment calendar and balanced schedules to promote optimal productivity.
- Maintained office supply inventory and placed orders to meet demand.
- Received parcels, routed mail and opened packages for staff.
- Obtained and processed payments from clients for products and services.
- Managed office cleaning and sanitizing to comply with infection control protocols.
- Tracked and coordinated preventive maintenance and pressing repairs with outside vendors.
- Greeted customers, answered general questions and directed to appropriate locations.
- Screened visitors and directed to specific location for office safety.
- Implemented new recordkeeping and documenting systems to improve organization and traceability.
- Developed reports and documents with microsoft word and excel by taking dictation and transcribing meeting notes.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Utilized active listening skills to quickly resolve problems and escalated larger issues to managing director.
- Took minutes and attended team meetings.
- Handled diverse needs for clients in-person, by phone or through email.
- Managed scheduling and payroll for team of 4 staff.
- Managed daily operations within the company by supporting continuous delivery of excellent services and care.
- Managed work requests, new orders and pricing changes while coordinating logistics to verify delivery dates.
- Improved productivity initiatives, managing accounts, coordinating itinerary and scheduling client appointments.
Support Worker/ Assistant
Southern Cross Community Healthcare
Parramatta, NSW
04.2014 - Current
- Nursing
- Administer medication
- Schedule appointments for different services
- Assist clients in daily personal care tasks
- Acted as companion and assisted in grocery shopping, errands, banking, bill paying and community engagement
- Followed programs implemented by physiotherapist, occupational therapist, speech therapist and physicians to ensure all client needs were met
- Sourced educational, recreational, and social activities to provide entertainment and socialization
- Aided during meal times in cooking and food preparation
- Assisted physically disabled individuals with transfer to and from bed, in and out of vehicles, through public places, in and out of bathroom activities and during other motions
- Implement positive routines for clients to establish and maintain optimum mental health and physical wellness
- Implement behavior intervention and support programs
- Use of hoists and application of sling (mobility equipment)
- Liase and develop partnerships with community groups
- Execute basic technical skills, including applying dressings, taking and documenting vital signs, documenting fluid intake/output
- Responsible for general documentation and charting
- Care of person with spinal cord injury
- Administration of enema, digital stimulation and documentation
- Catheter care- including draining the leg bag, attachment of overnight bag, monitoring stoma site and documentation
- Managing autonomic dysreflexia- includes managing signs, and symptoms, treatment if needed
- Required to attend shifts ranging from 2-16 hours
- Caring for a tracheostomy patient
- Maintaining airway patency
- Maintain ventilator settings according to doctor's requirements
- Conduct full respiratory assessment daily
- Responded accordingly to high/low pressure alarms
- Changed tracheostomy weekly or when airways were blocked
- Use of suctioning machine to suction the tracheostomy
- Supported nutrition by administering peg feed (percutaneous endoscopic gastrostomy)
- Cared for patients with acquired brain injury
- Offered emotional support to client and facilitated educational goals
- Initiated key word sign workshop to improve on communication skills with a client not able to verbally communicate
- Proficient and knowledgeable of modifiable communication devices for the speech impaired
- Evaluate any safety hazards within the environment
- Provide comfort while developing and encouraging independence
- Educate patients and families regarding importance of health promotion and disease prevention
- Managed emergency procedures
- Monitor patient seizures- implement action plan when necessary
- Administer medazepam orally when seizure persists
- Assisting client to and from school
- Stand in teacher's aide for education purposes of client.
call Centre, Customer service representative/ Program and policy trainer
NRMA
Parramatta
01.2012 - 04.2014
- Answering inbound calls for new and existing customers
- Managed a high volume of enquires relating to customers insurance policies, claims, opening new insurance policies, cancelling policies
- Resolving customer complaints in a timely and accurate fashion
- Adhering to KPI'S and team targets
- Retrieving customer data
- Presenting relevant product information
- Entering customer data and organizing customer interaction logs
- Research complicated cases without prompting
- Knowledge of all NRMA products and policies
- Build rapport with customers
- Understand customer needs
- Cross sales were applicable
- Confirm customer details to ensure records were up to date
- Troubleshooting
- Cross trained at the above branches to over 200 employees on new policy and programs
- Direct inbound calls to the right area to ensure low phone ques and wait times
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customers enquiries
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Demonstrated mastery of customer service call script within specified time frames
- Built customer loyalty by placing follow up calls for customers who reported policy issues
- Facilitated information flow between customer service, account management operations, quality assurance, training, and payroll departments to ensure call Centre objectives were met.
Gaming attendant/ Bar attendant/ T.A.B Operator
The Imperial Hotel
Rooty Hill, NSW
01.2011 - 01.2012
- Serve alcoholic and non-alcoholic beverages
- Stocking the bar before, during, after shift
- Collecting dirty glasses and ash trays
- Receive money from customers, operate cash register and give right change
- Arrange glass wear and bottles
- Clean bar service area and polish glasses
- Assist in the cellar
- Constantly monitoring the gaming area
- Handling cash amounts of 5,000 up to 100,000
- Cleaning the hotel and making sure it's well presented
- Balancing the TAB till, pokies till and cash register at the start and end of shift
- Checking id to make sure customer meets the minimum age criteria
- Ensuring we have clean glasses, fresh ice, drink garnishes
- Follow work place and personal hygiene, occupational health and safety and security procedures
- Opening poker machines, counting the coin, collecting the stackers to put into safe
- Cleaning the pokies during and after shift
- Paying out patrons correctly to ensure no discrepancies at the end of the shift
- Cutting of patrons before consuming excessive amounts of alcohol
- Collection of restaurant plates
- Opening and closing with a manager
- Operating the TAB and payouts.
Mentor
Mobile Mentor Australia
Parramatta, NSW
01.2009 - 01.2011
- Remote and Face to Face,
- Becoming technically certified in multiple mobile phone platforms and devices such as blackberry, apple I phone, windows mobile phone and Nokia functions
- Training Telstra customers, both in person and over the phone, who were from all different technical levels on the use of their mobile phones including email application set up as well as general functionality of the phone
- Understanding a customer's requirements and needs
- Being a trusted adviser regarding their account and Telstra services
- Working on location at customers premises, managing my diary to ensure maximum output of my time
- Responsible for inbound and outbound calls for customers and fellow mentors
- Handling any complaints in a professional and unbiased manner
- Meeting targets to achieve an overall company target
- Scheduling appointments for customers
- Daily management of my calendar to ensure optimization of my day
- Set structure for tutorials to manage the customers time efficiently
- Delivering inspirational customer service
- Deriving a customer feedback overall score of 4.6 out of 5.
Inbound/Outbound customer service representative
Fone Zone contact Centre
Arundel, QLD
11.2006 - 01.2009
- Making outbound calls to renew customers current plan with Telstra
- Ensuring customers are satisfied with current plan
- Handling customer complaints with empathy and an unbiased manner
- Applying objection handling skills to retain the customer
- Meeting set targets and sales
- Developing current customer relationships to ensure future sales
- Provide technical assistance to all customers
- Provide training to new staff on sales scripts, objection handling tools, problem solving
- Open ended questions, close questions
- Update customer information
- Supply correct product information in a legal recording
- Using programs siebel and legacy and handling any errors in the system
- Accessing customer records- address, bills, d.o.b, mobile number, landline, plans and accounts
- Being a trusted advisor.
Education
Responsible service of alcohol certificate (completed 2 -
06.2017
responsible conduct of gaming certificate -
05.2017
First aid certificate completed (15/ -
12.2016
CPR certificate completed 15/ -
12.2016
2016 red cross -
01.2012
Open cut mining
12.2010
Certified in several mobile devices including Nokia, Blackberry, I Phone -
01.2010
12 higher school certificate -
Casula High School
01.2006
2017) -
01.2006
Casula High School
01.2004
01.0001
Skills
- Software Programs & Experience
- Proficient with Microsoft office products word, excel, publisher, power point and outlook
- Experience with CRM platforms such as NetSuite, siebel, legacy and Microsoft CRM Familiar with Microsoft outlook web and entourage
- Client needs assessment
- Quality assurance control
- Treatment planning
- Progress evaluations
- Dementia and alzheimers knowledge
- Chronic disease management
- Knowledge of medical terminology
- Skilled community support
- Staff education and training
- Reporting effectively to management
- Life Skills Development
- Teamwork and Collaboration
- Information Confidentiality
- Work Planning and Prioritization
- Problem-Solving
- Verbal and Written Communication
- Budget Management
- Corrective Actions
- Flexible Schedule
- English fluency
- Conflict Management
- Documentation Skills
- Patient-Centered Care
- Emergency Response Training
- Behavioral Therapy
- Family Maintenance
References
Talei Tinoa- 0424 374 556 Care Connect Limited (Manager), Matthew Tierney 0432518660 - Sydney Boat Screens (owner/ manager), Julie Bourke 0412 034 701 Sydney Boat Screens (accountant), Beatrice Johnson - southern cross community healthcare coordinator- 1800989000 ext 416 Debby dubo- southern cross community healthcare public affairs manager- 1800989000 ext. 404 Additional references (professional and personal) may be provided upon request. Thank you for taking the time to read through my resume. Your consideration is appreciated.
Timeline
Out of Hospital Care Service Coordinator
Care connect limited
08.2022 - Current
Receptionist Administrator
Sydney Boatscreens pty ltd
01.2020 - Current
Support Worker/ Assistant
Southern Cross Community Healthcare
04.2014 - Current
call Centre, Customer service representative/ Program and policy trainer
NRMA
01.2012 - 04.2014
Gaming attendant/ Bar attendant/ T.A.B Operator
The Imperial Hotel
01.2011 - 01.2012
Mentor
Mobile Mentor Australia
01.2009 - 01.2011
Inbound/Outbound customer service representative
Fone Zone contact Centre
11.2006 - 01.2009
Responsible service of alcohol certificate (completed 2 -
responsible conduct of gaming certificate -
First aid certificate completed (15/ -
CPR certificate completed 15/ -
2016 red cross -
Open cut mining
Certified in several mobile devices including Nokia, Blackberry, I Phone -
12 higher school certificate -
Casula High School
2017) -
Casula High School
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