Emma Hicks
Springdale Heights,NSW
Summary
Diligent and customer-focused professional with a solid background in customer service. Proven track record of efficiently resolving inquiries and maintaining high satisfaction rates. Adept at delivering exceptional service and enhancing the overall customer experience through strong communication and problem-solving skills.
Overview
32
32
years of professional experience
Work History
Teacher
SU Australia
07.2024 - 11.2024
- I dedicated the second half of this year in a temporary capacity to educating Albury's youth teaching Years 7-10 at three high schools in Albury on a part time basis
- Successfully managed classroom dynamics, fostered a respectful and engaging learning environment
- Created and implemented lesson plans tailored to meet diverse student needs and student engagement
- Encouraged, inspired and motivated students to achieve their full potential
- Managed classroom behaviour effectively by establishing clear expectations, modelling appropriate conduct, and consistently enforcing established rules and consequences.
Remedial Therapist
Overcomer Remedial Therapies
11.2023 - Current
- A Remedial Massage Therapist operating a home-based practice in my spare time, specialising in tailored massage treatments to alleviate pain, promote recovery, and enhance overall well-being
- Skilled in assessing individual client needs and developing personalised therapy plans that focus on muscle tension relief and injury prevention
- Maintained detailed case notes and documentation, ensuring effective tracking of progress and continuity.
Service Delivery Officer
Australian Taxation Office
05.2021 - 12.2023
- My responsibilities as a service delivery officer were to provide tailored outcomes for clients
- Utilised outstanding communication and empathy
- Each client I spoke with I focused on in a way that made them feel listened to, important and understood
- Effectively applied 30 years of active listening skills into practice in all situations to make sure I achieved effective outcomes for all clients of the Australian Taxation Office
- KUDOS from my Team Leader
- Handpicked to train staff on the phones due to my ability to remain calm and explain well
- Enhanced customer satisfaction with timely and accurate responses to inquiries and concerns.
Postal Delivery Officer
Australia Post
11.2013 - 05.2021
- Recognised for living Australia Post's shared values
- Stepping up as Acting Team Leader for a time
- Delighting our customers recognition
- Training new Postal Delivery Officers
- Managed high volumes of mail during peak seasons while maintaining accuracy rates in sorting processes ensuring timely deliveries.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
Telephonist
Vic Roads
01.1997 - 11.2013
- My role in the call centre was to receive calls from the public regarding their registration and licences
- Employee of the month on several occasions
- Handpicked to test software
- Supported office operations by performing various administrative tasks, including data entry, filing, and scheduling appointments.
- Developed strong product knowledge in order to assist callers with informed recommendations and explanations.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
Query Channel Operator
Silvertop Taxis
05.1993 - 12.1996
- My responsibilities initially involved receiving calls from the public
- Later I became the query channel operator which involved two-way radio communication with the drivers and at times acting as a mediator between the police and drivers when a crime had been committed
- Employee of the month on several occasions
Education
Diploma Remedial Massage - Remedial Therapy
Evolve College
Wodonga10.2023
Cert IV Small Business Management - Small Business Management
RMIT University
Melbourne, VIC12.2012
Skills
- Team player
- Flexible and adaptable to change
- DATA Entry
- Microsoft Office suite
- Building rapport
- Classroom Management
- Lesson Planning
- Motivating students
- Effective Time Management
- Dependability
- Strong Work Ethic
- Empathy and patience
Accomplishments
- KUDOS from my Team Leader.
- Handpicked to train staff on the phones due to my ability to remain calm and explain well.
- Recognised for living Australia Post's shared values.
- Stepping up as Acting Team Leader for a time.
- Delighting our customers recognition.
- Training new Postal Delivery Officers.
- Employee of the month on several occasions.
- Handpicked to test software.
References
- Sophie Valestro, SU Australia, 0413 125 743
- Connor Young, APS 4 - Australian Taxation Office, 02 6048 4061
- Peter Bluck, Trainer - Wodonga TAFE, 0432 754 751
Licenses
- LF Forklift
- Heavy Rigid Licence
Timeline
Teacher
SU Australia
07.2024 - 11.2024
Remedial Therapist
Overcomer Remedial Therapies
11.2023 - Current
Service Delivery Officer
Australian Taxation Office
05.2021 - 12.2023
Postal Delivery Officer
Australia Post
11.2013 - 05.2021
Telephonist
Vic Roads
01.1997 - 11.2013
Query Channel Operator
Silvertop Taxis
05.1993 - 12.1996
Diploma Remedial Massage - Remedial Therapy
Evolve College
Cert IV Small Business Management - Small Business Management
RMIT University
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