Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Charlotte Hill

Casula,Australia

Summary

Dynamic professional with a proven track record at Freedom Motors Australia Pty Ltd, excelling in client needs assessment and quality assurance. Adept at implementing effective treatment planning and fostering collaboration across departments, I consistently enhance customer experiences and streamline operations, ensuring high standards of service delivery.

Overview

18
18
years of professional experience

Work History

Receptionist/New Accounts Clerk

Freedom Motors Australia Pty Ltd
North Saint Marys
03.2024 - 09.2024
  • Delivered exceptional customer service to internal and external clients.
  • Maintained office supplies inventory through regular stock assessments and timely orders.
  • Executed month-end closing procedures, including journal entries and account reconciliations.
  • Resolved account discrepancies by conducting thorough research and effective communication.
  • Collaborated with various departments to ensure streamlined operational processes.
  • Greeted visitors warmly, offering refreshments as appropriate.
  • Responded promptly to emails from customers and internal teams.
  • Assisted executive staff with appointment scheduling and travel arrangements.

Out of Hospital Care Service Coordinator

Care connect limited
Bella Vista, NSW
08.2022 - 10.2023
  • 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
  • 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 - 08.2023
  • Established workflow processes and monitored daily productivity to enhance personal efficiency.
  • Quoted customers on boat services, ensuring accurate service details.
  • Scheduled appointments for boat pickups and drop-offs to optimize logistics.
  • Maintained professional standards at reception to create positive first impressions.
  • Coordinated appointment calendar to balance schedules and promote productivity.
  • Managed office supply inventory, placing orders as needed to meet demand.
  • Processed payments from clients for products and services, ensuring accuracy.
  • Tracked preventive maintenance and coordinated repairs with external vendors.

AIN/Disability Support Worker

Southern Cross Community Healthcare
Parramatta, NSW
04.2014 - 08.2023
  • Administered medication and executed basic technical skills, including vital sign documentation.
  • Scheduled appointments for various services to enhance client accessibility.
  • Assisted clients with daily personal care tasks and provided companionship during errands.
  • Implemented behavior intervention programs and positive routines to promote mental health.
  • Liaised with community groups to develop partnerships for client engagement.
  • Supported physically disabled individuals during transfers and mobility activities.
  • Conducted full respiratory assessments daily while maintaining ventilator settings as required.
  • Offered emotional support and facilitated educational goals for clients with acquired brain injuries.

Call Centre, Customer Service

NRMA
Parramatta, NSW
01.2012 - 04.2014
  • Answering inbound calls for new and existing customers.
  • Managed a high volume of enquiries 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 queues 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
  • 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 queues 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.

Inbound/Outbound customer service representative

Fone Zone contact Centre
Arundel, QLD
11.2006 - 01.2009
  • Gathered customer data to update account information in system.
  • Utilized technology to manage high call volumes effectively.
  • Provided technical assistance for product installation and usage inquiries.
  • Documented all customer interactions accurately in CRM system.
  • Demonstrated strong listening skills through probing questions and objection handling.
  • Maintained expert knowledge of client products and services to assist team members.
  • Delivered prompt, friendly service for routine inquiries and complaints.
  • Resolved escalated concerns to enhance customer satisfaction and sustain relationships.

Education

First aid certificate -

12.2016

Higher school certificate -

Casula High School
Casula
12.2006

Skills

  • Microsoft Office
  • CRM platforms
  • Client needs assessment
  • Quality assurance control
  • Treatment planning
  • Progress evaluations
  • Dementia knowledge
  • Alzheimers knowledge
  • Chronic disease management
  • Medical terminology
  • Community support
  • Staff education and training
  • Reporting
  • Life Skills Development
  • Teamwork
  • Collaboration

References

  • Cassidy Van Mullekom, 1800 672 437, email: cassidy@freedommotorsaustralia.com.au, Care Connect Limited (manager) (please email reference check)
  • Matthew Tierney, 0432 518 660, Sydney Boat Screens (owner/manager)
  • Julie Bourke, 0412 034 701, Sydney Boat Screens (accountant)
  • Beatrice Johnson, 1800 989 000 ext 416, Southern Cross Community Healthcare coordinator
  • Debby Dubo, 1800 989 000 ext. 404, Southern Cross Community Healthcare Public Affairs Manager

Timeline

Receptionist/New Accounts Clerk

Freedom Motors Australia Pty Ltd
03.2024 - 09.2024

Out of Hospital Care Service Coordinator

Care connect limited
08.2022 - 10.2023

Receptionist Administrator

Sydney Boatscreens pty ltd
01.2020 - 08.2023

AIN/Disability Support Worker

Southern Cross Community Healthcare
04.2014 - 08.2023

Call Centre, Customer Service

NRMA
01.2012 - 04.2014

Gaming attendant/ Bar attendant/ T.A.B Operator

The Imperial Hotel
01.2011 - 01.2012

Inbound/Outbound customer service representative

Fone Zone contact Centre
11.2006 - 01.2009

First aid certificate -

Higher school certificate -

Casula High School

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Charlotte Hill