Chelsea Shore

• Practice Manager for a busy specialist Oculoplastic Surgery Practice, overseeing daily operations, reception, and patient experience
• Directly manage and supervise reception and clinical administrative staff (2 team members), including rostering, workflow coordination, and team meetings
• Act as primary Executive Assistant to Dr Tsirbas, managing his full professional and personal diary, schedules, and priorities
• Coordinate all work travel including flights, accommodation, itineraries, and interstate commitments
• Manage personal and family arrangements for Dr Tsirbas, including appointments, schedules, and family travel planning
• Answer high-volume inbound patient calls with warmth, discretion, and professionalism
• Proactively contact patients to book consultations and surgeries, ensuring clear communication and a seamless patient journey
• Conduct pre-operative and post-operative patient calls to ensure readiness, understanding, and aftercare compliance
• Travel interstate (including Canberra) to assist Dr Tsirbas in multi-location clinics, providing continuity of care and on-site administrative support
• Oversee practice and hospital billing, ensuring accuracy, compliance, and timely processing
• Coordinate daily hospital schedules and liaise with hospitals, theatres, and external providers
• Run and facilitate regular team meetings to ensure smooth operations and high standards of patient care
• Deliver a consistently warm, professional, and reassuring experience for all patients, from first contact through post-operative follow-up

• Delivered face to face customer service in Branch, ensuring a welcoming and supportive environment.
• Evaluated and processed home loan applications, ensuring comprehensive financial advising aligned with customer goals.
• Conducted detailed needs analyses to uncover both expressed and unexpressed customer needs, offering tailored financial recommendations.
• Responsible for customer education on financial products, to support informed decision-making and achieve good customer outcome KPI's.
• Promoted and assisted customers with digital banking solutions in order to help them bank anytime, anywhere.
• Managed both inbound and outbound communication, enhancing customer relationships and promoting new products.
• Supported fraud team operations and provided critical assistance to vulnerable customers, safeguarding against online scams.
• Maintained relationships with customers in-order to encourage future business.

Achievements:

• Received Westpac New Zealand’s monthly Legend award for outstanding collaboration and empowerment of colleagues.
• Consistently ranked as top performer in branch for insurance sales, demonstrating excellent sales acumen and customer service.
• Completed three additional New Zealand Government accreditation programmes including Financial Services, General Insurance and Life, Disability and Health insurance

• Provided expert advice and support across personal lending and insurances.
• Recognised for outstanding customer service delivery, contributing to high customer satisfaction and retention.
• Answered inbound calls for customers looking for advice with banking services/products.
• Created and managed a robust pipeline from initial appointment through to drawdown.
• Cared for my customers to make sure they felt heard and valued throughout whole process.

Achievements:

• Multiple awards for best customer outcomes, demonstrating a commitment to exceptional service.
• Ranked in the top 10 for life insurance sales and top 3 for call volume in Westpac Direct Auckland

• Kept reception and waiting areas neat and clean to make patients feel welcome and comfortable.
• Managed digital and manual filing systems.
• Responded calmly and compassionately in emergency situations.
• Welcomed patients with kindness to enhance checking in processes.
• Updated patient records for continued compliance with policies.
• Followed-up with patients to remind them of upcoming appointments.

• Delivered high-quality customer service in a busy restaurant setting, managing multiple customer interactions