Dragana Dana Radulovic
Jill of all Trades
Canberra,ACT
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Offers 28 years of experience in customer service. Remains calm and poised even in high-pressure situations. Dynamic and performance-driven professional with high integrity, strong work ethic and great leadership skills. Administration Officer with firm grasp of bookkeeping, records management, filing and receptionist skills. Prepared to leverage years' experience to take on dynamic position with room for advancement. Multi-talented Hospitality and Administration Officer successful at stepping into many different roles each day. Compassionate Worker with years of experience working with diverse populations to support mental health and wellness. Innovative Worker with years of experience working with clients to promote positive living choices. Demonstrates understanding and sensitivity to serving culturally diverse populations. Offers creativity and flexibility on delivery of services. Comfortable working in fast-paced, demanding office environment. Cordial customer-facing professional with upbeat attitude and willingness to help others, including internal teammates and public.
Overview
27
27
years of professional experience
9
9
years of post-secondary education
Work History
Funeral Arranger
White Lady Funerals / Tobin Brothers Funerals
Kingston, ACT
12.2021 - 07.2023
- Arranged funeral/memorial services for grieving families to meet budget and memorialized instructions.
- Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
- Closed and secured caskets and led funeral corteges to churches and burial sites.
- Discussed nature of funeral service, disposition of remains and funeral costs with family members.
- Secured and filed burial permits and made funeral arrangements.
- Picked up deceased at private homes, hospitals and county morgues.
- Arranged transportation between sites for remains, mourners, pallbearers and members of clergy.
- Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
- Assited with washing, dressing, applying makeup and embalming procedures for human remains slow decomposition. .
- Completed death certificates, burial permits and other legal documents for families.
- Arranged clergy, music and other service details for clients.
- Worked with cemeteries to schedule grave opening and closing.
- Improved appearance of remains with use of cosmetics.
Director /Manager /Owner/Operator
Danas Kitchen
Phillip, ACT
09.2018 - 11.2021
- Managed daily operations of the business, including staff, sales, inventory and accounting.
- Created marketing strategies to drive revenue and increase brand visibility.
- Oversaw hiring process for new employees, from recruiting to onboarding training.
- Maintained relationships with vendors and suppliers in order to secure favorable terms on materials and services.
- Conducted regular performance reviews of staff members to ensure efficiently and productivity goals were met.
- Resolved customer complaints promptly and professionally in order to maintain a positive reputation for the business.
- Monitored financial performances of the business on a weekly basis to ensure fiscal responsibility.
- Established pricing models that balance competitiveness with profitability goals.
- Established long-term relationships with customers by promoting great service and engagement skills and quickly resolving issues.
- Delivered excellent customer service to clients and fellow employees.
- Logged driving hours and fuel usage data on time to keep reports current.
- Delivered customer orders to homes and places of business within established time frames.
Mental Health Support / Voluntarily Redundancy
ACT Health
Bruce, ACT
10.2013 - 08.2018
- Supported clients' social, physical and emotional needs to help integrate into local community.
- Tracked client behaviors, daily activities, new skills and notable incidents for documentation purposes.
- Drove and accompanied clients to appointments, shopping and special events for safety and companionship.
- Helped clients develop coping mechanisms, technical abilities and job skills.
- Built strong and trusting rapport with clients and loved ones.
- Prepared food and helped patients eat to support healthy nutrition.
- Directed food delivery and presentation to maintain catering operations.
- Maintained cleanliness and organization of kitchen stations and storage areas.
- Utilized kitchen equipment according to manufacturer's instructions and company safety protocols.
- Set up and cleaned up food preparation and service stations before and after catered events.
- Monitored temperatures to maintain proper food safety conditions throughout duration of catered events.
- Checked supply levels and replenished items as needed for dining and catering functions.
- Changed bed linens, made bed and laundered soiled linens to keep patients' bed clean.
- Checked mail, shopped for groceries and handled bill payments.
- Collected and recorded patients' blood pressure, pulse to evaluate and note basic health status.
- Worked with patients and families to design meal, rehabilitation and other plans for long-term success.
Records Management Officer
TGA
Symonston, ACT
01.2011 - 09.2013
- Maintained files and retrieved information from computer and manual filing systems.
- Entered data and prepared documents, spreadsheets, reports and other materials.
- Scanned, saved and organized hard copy and digital documents in computerized file library.
- Assisted customers by answering routine administrative questions and resolving problems.
- Managed incoming and outgoing mail, parcels and other correspondence by shipping, sorting and distributing.
- Completed documents and work requests according to company standards.
- Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
- Filed accurate weekly, monthly, quarterly regulatory paperwork and maintained organization to support smooth audit processes.
- Set up documents for individual projects based on specifications.
- Uploaded documents to control sites, tracked transmittals and coordinated revisions.
Medical Records Receptionist
Act Health
Garran, ACT
06.2010 - 01.2011
- Handled diverse needs for clients in-person, by phone or through email.
- Displayed professional standards at reception desk to impress visitors.
- Maintained office supply inventory and placed orders to meet demand.
- Received parcels, routed mail and opened packages for staff.
- Managed office cleaning and sanitizing to comply with infection control protocols.
- Greeted customers, answered general questions and directed to appropriate locations.
- Maintained office safety by screening visitors, updating logs and issuing temporary passes.
- Carried out daily tasks by professionally communicating with doctors, surgeons, physicians, nursing staff, technicians and medical assistants.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Retrieved, sorted, copied, scan and filed all documents and paperwork.
- Scanned images and documents with careful attention to clear scans and to correct document naming conventions.
- Maintained patient confidentiality by obtaining, recording and updating personal and financial information.
Receptionist Clerk
ANU
ACTON, ACT
03.1996 - 05.2010
- Worked with office manager to attain operational goals.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Processed payments and updated accounts to reflect balance changes.
- Sorted incoming mail and directed to correct personnel each day.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Maintained financial records to verify timely clearance of credit and debit activities.
- Communicated with vendors to place and receive orders, request services and deliver instructions from office management.
Education
Food Safety Supervisor
Food Authority
NSW 07.2014 - 07.2019
Customer Service Excellence
CSIA
NSW06.2012
Certificate - Armed Robbery Survival Skills
Barrington
NSW08.2010
Certificate - Human Resource Management
Thomson Education
NSW10.2006
Certificate - Hospitality Certificate III
Access Group Training
NSW 02.2013 - 07.2014
Diploma - Hospitality Administration And Management
RadivojecRadivoje Uvalic
Serbia 09.1985 - 06.1988
Skills
- Customer Service
- Confidential Materials Handling
- Human Resources Support
- Critical Thinking
- Bookkeeping - Mail Handling - Calender Management
- Reception Oversight - Data Entry - Computer Operations
- Filing System Expertise - Scanning Documents
- File Retrieval - Filing System Organization
- Phone Answering -Typing and Word Processing - Microsoft Office
- Teamwork and Collaboration - Organization and Time Management
- Home and hospital removals - Dressing and casketing
- Notary Public
- Clean driving record
- Caring and sensitive
- Funeral planning
Languages
Serbian
Native/ Bilingual
Croatian
Native/ Bilingual
English
Professional
Macedonian
Professional
Accomplishments
- Achieved results through effectively helping with Customer Service by Handling customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Accomplished achievement by Answering multiple phone lines, transferred calls to corresponding departments, filed patient records and billed accordingly.
- Achieved results by completing task with accuracy and efficiency. Reviewed medical records for completeness, assembled records into standard order and filed records in designated areas according to alphabetic and numeric filing system.
- Promoted from Managing Kitchen to Nusers Assitant.
- Supervised team of 8 staff members.
- Promoted from in office Arrenger to Arrenger within just 2 months of employment.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Funeral Arranger
White Lady Funerals / Tobin Brothers Funerals
12.2021 - 07.2023
Director /Manager /Owner/Operator
Danas Kitchen
09.2018 - 11.2021
Food Safety Supervisor
Food Authority
07.2014 - 07.2019
Mental Health Support / Voluntarily Redundancy
ACT Health
10.2013 - 08.2018
Certificate - Hospitality Certificate III
Access Group Training
02.2013 - 07.2014
Records Management Officer
TGA
01.2011 - 09.2013
Medical Records Receptionist
Act Health
06.2010 - 01.2011
Receptionist Clerk
ANU
03.1996 - 05.2010
Diploma - Hospitality Administration And Management
RadivojecRadivoje Uvalic
09.1985 - 06.1988
Customer Service Excellence
CSIA
Certificate - Armed Robbery Survival Skills
Barrington
Certificate - Human Resource Management
Thomson Education
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