Danielle Trutwein Laraia
Hammond Park
Summary
A bubbly, positive, and upbeat professional brings several years of customer-facing experience in fast-paced settings. I pride myself on my empathy and ability to communicate with a diverse range of people, and I have a proven history of building trust with customers to promote satisfaction, resolve concerns, and maintain long-term relationships. My recent roles with Bankwest further developed my skills in delivering difficult news, communicating effectively with a diverse range of people, applying critical thinking, and problem-solving while remaining compliant with all relevant industry regulations, including privacy and confidentiality.
Overview
13
13
years of professional experience
Work History
Customer Service Officer
Serco Australia, Fiona Stanley Hospital
Perth
12.2024 - Current
- Initial point of contact for all internal and external calls made to Fiona Stanley Hospital.
- Assist patients and loved ones, medical professionals, and members of the public with all hospital-related information, health services offered on-site, and any requests for information.
- Responsible for facilitating translation services to patients, as requested by medical professionals.
- Responsible for handling over 300 calls on a daily basis, while upholding professionalism and handling each call efficiently.
- Adhere to relevant privacy and confidentiality regulations.
- Trained new employees on company policies related to customer service practices.
Career Break
Europe and Asia
01.2024 - 12.2024
- Eloped in Scotland, and continued to holiday in Europe and Asia before returning home and deciding to study full-time. I am currently completing a diploma in Community Services.
Senior Case Manager
Bankwest
Perth
01.2022 - 12.2023
- Respond to and analyse situations, whilst making critical decisions quickly, and being able to explain with confidence the rationale behind my reasoning and final customer outcome.
- Taking ownership of customer inquiries/complaints, resolving them in a timely manner and providing the best solution.
- Investigated customer issues to make reliable and sound recommendations.
- Frequently engaged and communicated with senior management at General Manager and Executive levels.
- Identified systemic issues, compliance breaches and operational risks.
- Identify and deliver on Continuous Improvement ideas.
- Assisted customers who are dealing with different vulnerabilities such as mental illness, serious illness, alcohol and drug addiction, homelessness and cognitive impairment.
- Ensure compliance with all relevant industry regulations.
Point of Reference
Bankwest
Victoria Park
08.2020 - 01.2022
- Responsible for daily branch cash balancing.
- Provided management authorisation when required, whilst ensuring all internal and external regulations have been followed.
- Ensure the branch team members are adhering to all relevant rules and regulations, and providing coaching when necessary.
- Complete the daily morning briefing and daily roster.
- Adhere to all relevant industry regualtions.
Customer Consultant
Bankwest
Victoria Park
11.2019 - 01.2022
- Assisted customers with the opening, closing, and maintenance of accounts, and credit applications.
- Processed loan payments, deposits, withdrawals, and other monetary transactions.
- Handled cash and check transactions accurately and efficiently.
- Balanced the cash drawer and teller station daily.
- Ensured compliance with internal and external regulations.
Store Manager
Mecca
Perth
11.2017 - 11.2019
- Successfully managed a team of 22 team members in a fast-paced environment.
- Responsible for the setup of new promotions and visual merchandising monthly.
- Analysed sales data and developed strategies to maximize store sales and profits.
- Developed and monitored key performance indicators to track store performance.
- Developed and managed store budgets, ensuring cost-effective strategies are used when completing monthly rosters.
- Mentored and coached staff to maintain a high level of performance.
Counter Manager and Makeup Artist
Yves Saint Laurent
Perth
05.2015 - 05.2017
- Managed a team of beauty consultants and provided brand and product training.
- Developed and delivered artistry training to beauty consultants.
- Responsible for the implementation of beauty brand events across counters in Perth, and sales results.
- Experienced at providing makeup services to a variety of clients.
- Analysed counter targets and sales results, and developed a plan to maximise sales opportunities.
- Managed stock, restocked shelves and organized merchandise displays.
Shift Manager
McDonald's
Beeliar
01.2012 - 05.2015
- Managed and trained a team of 12+ shift employees, ensuring customer satisfaction and upholding safety protocols.
- Collaborated with other managers to ensure smooth transitions between shifts.
- Scheduled and adjusted staff shift work to meet customer demand and store key performance indicator targets.
- Resolved customer complaints in a timely and professional manner.
- Managed daily store operations including opening/closing procedures, stock delivery and cash control.
- Completed daily food safety testing to ensure compliance with relevant regulations.
- Demonstrated ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Ensured compliance with all health and safety regulations and policies
Education
Diploma - Community Services
Upskilled Education
St Leonards, NSW03.2025
Diploma - Makeup Artistry
SC Artistry
01.2014
Certicate III - Retail and Shift Management
Excellence
01.2013
Certicate II - Hospitality
Hospitality Group Training
01.2011
Skills
- Communication skills
- Leadership
- Problem-solving
- Attention to detail
- Team player
- Empathy
- Microsoft Office
- Regulatory compliance
- Records maintenance
- Complaint handling
References
References available upon request.
Timeline
Customer Service Officer
Serco Australia, Fiona Stanley Hospital
12.2024 - Current
Career Break
Europe and Asia
01.2024 - 12.2024
Senior Case Manager
Bankwest
01.2022 - 12.2023
Point of Reference
Bankwest
08.2020 - 01.2022
Customer Consultant
Bankwest
11.2019 - 01.2022
Store Manager
Mecca
11.2017 - 11.2019
Counter Manager and Makeup Artist
Yves Saint Laurent
05.2015 - 05.2017
Shift Manager
McDonald's
01.2012 - 05.2015
Diploma - Community Services
Upskilled Education
Diploma - Makeup Artistry
SC Artistry
Certicate III - Retail and Shift Management
Excellence
Certicate II - Hospitality
Hospitality Group Training
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