Diana Al Masri
Port Kennedy,WA
Summary
Passionate Teaching Assistant offering working with students at elementary and middle school levels. Skilled in assisting teachers with classroom functions, lesson planning and individual and group instruction. A Positive role model successful in quickly building rapport with students. Works well with lead teachers to develop and implement dynamic and interactive lessons. I have also had 10 years of volunteering in a community setting in Sydney with helping a single Mum with her two ASD and Autism children after school I would come 3 times a week to help the children complete their work and would also attend the school to help regulate the boys when they would run off or shut down as mum has left a domestic violence situation and was struggling with the two boys in school.
Dynamic and innovative professional with a proven track record in educational support and customer service, notably at Chemist Warehouse. Excelled in creating engaging learning environments and enhancing customer experiences. Skilled in Microsoft Excel and effective communication, I consistently deliver results by leveraging creativity and a passion for helping others.
Overview
11
11
years of professional experience
Work History
Education Assistant
Work Practice at AIC
08.2024 - 10.2024
- Provided individualized support for students, addressing their unique academic needs and helping them reach their full potential.
- Monitored student classroom activities to promote student safety .
- Supported teachers in maintaining a safe learning environment by monitoring student behaviour during class transitions and extracurricular activities.
- Engaged students in learning through effective classroom management techniques that promoted active participation and collaboration.
- Documented student behaviours, interventions, and outcomes to enable lead teacher to address pertinent issues.
- Assisted with struggling students individually and in small groups to reinforce learning concepts.
- Created different recourses to help students with their learning difficulties eg: clocks that they can use their whiteboard markers to help with time.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Reported on student progress, behavior, and social skills to Teacher.
- Assisted with school field trips and special events .
- Monitored students in computer lab to enforce proper use of resources.
Manager
The Unknown New Age Store
05.2017 - 04.2021
- Managing of the store
- Ordering the In take of the stock- promotional work on social media
- Stock check
- Banking and the financial books
- Customer service
- My role in The Unknown New Age store was a managerial role
- I was in charge of the roster over three other people
- I used to run the store for the owner
- I would do customer service, the internet books, all the banking and financial side for the shop
- I did the stock take
- I would run the promotions and advertising on all the social aspects
- I would run promotional nights for certain stock
- I left this role to move to Western Australia but I truly enjoyed it as it felt like my time in CUA
- Accomplished multiple tasks within established timeframes.
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
Retailer and Cosmetic Organiser
Chemist Warehouse
06.2016 - 05.2017
- Customer service
- Cash Register
- Stock Ordering
- Stock check
- In charge of Cosmetic Aisle
- Promotions on Cosmetics
- Helping the Sales reps
- In the Chemist Warehouse I worked on the cash register on a roster for 1 hour each day
- My main role was to ensure the cosmetic promotions were always running and displays were always as the merchandiser wanted them promoted
- I used to communicate with the sales rep where each campaign was at and where it was lacking and how it could be improved
- I also had to ensure there was always enough stock on the stands and the promotional ends
- I truly enjoyed this role while I was in it
- Exceeded sales targets through effective upselling techniques and product knowledge sharing with customers.
- Organized attractive visual displays that showcased products effectively and enticed customers to make purchases..
- Assisted in the planning and execution of special events such as holiday promotions or clearance sales for boosting revenue.
- Implemented loss prevention strategies, reducing shrinkage levels and protecting company assets.
Member Service Officer
CUA-Credit Union
09.2014 - 02.2016
- Casual Relief Position over Christmas
- Cashiering
- Insurance Sales
- Lending-Training New Staff Members
- Financial Planning referrals - Bridges
- Ability to identify leads and cross sell
- Answered over 20 calls per day relating to customer and member products and services.
BSL Call Centre
CITIBANK RHODES
09.2013 - 09.2014
- Serving customers over the phone assisting with their banking enquiries
- Service the branch officers in card services with credit card applications, escalation disputes and fraud complaints
- Suncorp, Bendigo bank, BOQ, CUA dealing with escalations such as credit cards and personal loans
- Dealing with customer disputes, lost pin numbers or cards, or not receiving their pin numbers or cards updating details of customers
- Taken ownership of situations customers had and getting a result for the customer fast and calling them back with end result
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
Education
Certificate III in School Based Education Support - Certificate III in School Based Education Support
Insight Training
Rockingham, WA12-2024
Certificate 1V - Banking Service
Accredited Allianz Insurance
Sydney, NSW09.2014
Leaving Certificate -
Beaufort College Secondary School
Navan CO. Meath Ireland01.2000
Junior Certificate - I Completed My Junior Cert
Beaufort College Secondary School
Co. Meath Ireland01.1998
Skills
- Teacher Assistance
- Classroom support
- Creativity and Innovation
- Educational Support
- Communication Skills
- Passion for Helping
- Goal Driven
- Customer Resolution
- Finance Industry
- Microsoft Excel
- Microsoft Word
- ACWF
- Rainbow System
- Oscar
- Firefly
Technologyknowledge
- Intermediate level of Microsoft Excel and Word
- Trained in ACWF and then integrated to the rainbow system
- Oscar
- Firefly
Timeline
Education Assistant
Work Practice at AIC
08.2024 - 10.2024
Manager
The Unknown New Age Store
05.2017 - 04.2021
Retailer and Cosmetic Organiser
Chemist Warehouse
06.2016 - 05.2017
Member Service Officer
CUA-Credit Union
09.2014 - 02.2016
BSL Call Centre
CITIBANK RHODES
09.2013 - 09.2014
Certificate III in School Based Education Support - Certificate III in School Based Education Support
Insight Training
Certificate 1V - Banking Service
Accredited Allianz Insurance
Leaving Certificate -
Beaufort College Secondary School
Junior Certificate - I Completed My Junior Cert
Beaufort College Secondary School
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