Dilan Deniz Dogan

As a Support Coordinator at a psychology-based NDIS clinic, I facilitated clear and collaborative communication between clients, families, and service providers, ensuring the successful implementation of individualised support plans in alignment with psychological best practices. My role required working closely with clients experiencing psychological vulnerabilities, identifying their unique needs, preferences, and goals, while employing a person-centered approach in all interactions. I consistently demonstrated advanced interpersonal skills, including empathy, patience, and effective problem-solving, particularly when providing crisis intervention and emotional support to high-risk individuals. In addition to my coordination responsibilities, I gained practical experience as a Therapy Assistant. I supported clinicians by preparing and managing therapeutic environments, including setting up equipment and maintaining safety protocols. I also contributed to the smooth operation of the clinic by assisting with key administrative tasks, such as scheduling, managing confidential client records, and ensuring accurate documentation. Through these roles, I have developed a robust understanding of human behaviour and mental health interventions. My experience has strengthened my capacity for critical thinking, ethical decision-making, and the application of evidence-based strategies, all of which align with the core competencies required for clinical psychology practice.

As a Customer Banking Specialist at Commonwealth Bank, I proactively engaged with clients to understand their financial goals and provided tailored advice and solutions, demonstrating advanced interpersonal and communication skills. By conducting comprehensive financial reviews and identifying opportunities to enhance the banking experience, I developed a strong ability to assess client needs and offer appropriate solutions. This role allowed me to cultivate an in-depth understanding of financial products as well as assist a diverse range of customers with sensitive financial needs. I maintained a thorough understanding of industry trends, regulatory requirements, and product updates, ensuring the provision of accurate and timely information to clients. Building and nurturing strong client relationships was central to my role, ensuring high levels of satisfaction, loyalty, and retention as well as effectively managing complex and sensitive customer complaints, allowing me to approach each individual with empathy and professionalism, which enhanced my ability to handle stress and provide support under pressure. I also conducted risk assessments and adhered to established guidelines, refining my decision-making and ethical judgment, skills.

As a Teller at Commonwealth Bank, I provided high-quality customer service by accurately and efficiently processing transactions such as cash handling, deposits, withdrawals, and account inquiries. I ensured strict compliance with banking procedures and regulations, maintaining a strong focus on accuracy and security throughout all transactions. My role required a solid understanding of various banking products and services, which I used to effectively educate customers and recommend suitable solutions based on their financial needs. I consistently exceeded performance targets, demonstrating my ability to identify customer opportunities through cross-selling and upselling strategies.

In managing customer interactions, I applied strong communication and interpersonal skills to establish rapport, enhance customer satisfaction, and foster long-term relationships. I regularly handled high-pressure situations with professionalism, resolving disputes or conflicts to ensure positive outcomes for both the customer and the bank. My approach to resolving customer complaints with empathy not only led to increased loyalty but also enhanced customer retention. Additionally, I handled escalated inquiries and complex situations efficiently, consistently achieving resolutions that satisfied both the client and the bank’s objectives. By maintaining detailed records of customer interactions, I ensured timely follow-up and resolution of any outstanding issues, contributing to the smooth running of operations.

While efficiently handling transactions with precision. My role required strong communication skills to address customer inquiries, resolve complaints, and ensure satisfaction, all while managing cash and maintaining accurate records. I developed the ability to work effectively under pressure, ensuring a seamless customer experience and maintaining high standards of operational accuracy. I actively contributed to team-based tasks, such as stocking shelves and ensuring the store's appearance was consistently welcoming and well-maintained, fostering a positive shopping environment. Additionally, I built strong relationships with customers by understanding their needs and offering personalized assistance, which contributed to repeat business and customer loyalty. I also helped customers with completing purchases, locating items, and joining reward programs, which not only enhanced their shopping experience but also contributed to positive feedback from clients. My ability to assist customers with inquiries and deliver outstanding service allowed me to develop rapport and maintain high levels of customer satisfaction.