Emma Mulholland
Fairfield,VIC
Summary
A highly self-motivated professional driven from a diverse career and personal background that doesn't hesitate for new challenges and life experiences.
Having a level of maturity that's demonstrated in high-pressure environments, by using independent decision-making skills and sound judgment.
While also being an polite and professional individual successful in applying strong communication and interpersonal skills to build long-lasting relationships within the team and the public
Overview
4
4
years of professional experience
Work History
Switchboard Operator/Medical Receptionist
Austin Health
10.2023 - Current
- Handling 500-800 inbound and outbound calls per day via digital switchboard.
- Deal with customers both face to face and via phone/email.
- Responding to and actioning all emergencies across all 3 Austin Health campuses including 000 calls.
- Data entry.
- Managed high-stress calls effectively, utilising active listening and problem-solving skills.
- Roster Coordination for all hospital departments.
- Ensured confidentiality of caller information by adhering to strict privacy policies and procedures.
- Enhanced team performance by collaborating with colleagues in sharing resources and best practices.
- Keeping databases up to date.
- Filing and handling of sensitive information.
- Assisting executive to ensure communication is accurate hospital wide.
- Liaising with all departments and wards.
Retail Sales Assistant
Sheet Society
10.2023 - 01.2024
- Greet customers and helped with product questions, selections, and purchases.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Assisted customers with prompt and polite support in-person and via telephone.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Responded to customer calls and emails to answer questions about products and services.
- Weekend Shifts Only - Max 10 Hours over the 2 days.
Shift Supervisor
Cotton On Group
08.2022 - 01.2023
- Completed store opening and closing procedures and balanced tills.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
Senior Retail Assistant
Cotton On Group
11.2019 - 01.2023
- Developed and nurtured lasting relationships with customers through dedicated assistance, issue resolution and active listening.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Trained team members in successful strategies to meet operational and sales targets.
- Ranked regularly Top 3 within team for stores KPI targets
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Answered incoming calls and emails to provide product information, features and benefits.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Balanced and organized cash register by handling cash counting change and end of day banking.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
Customer Service Team Member
Austin Group
06.2023 - 09.2023
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted customers by answering questions and responding to inquiries.
- Addressed customer account discrepancies and concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
CEO
EMENABLED
12.2020 - 09.2023
- Small Business Owner; started own Fashion Brand designing and creating hand made Adaptive Products for users in wheelchairs.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Conducted target market research to discover customer needs and analyze competitor trends.
- Oversaw divisional marketing, advertising and new product development.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Interacted well with customers to build connections and nurture relationships.
- Promoted business via social media to generate leads and maximize brand identity.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Demonstrated product presentations to prospective customers to showcase features, benefits and value.
- Optimized company's website and main corporate blog to boost SEO traffic to sites.
Patternmaker
Recovawear
05.2021 - 03.2022
- Marked samples and finished patterns with information such as garment size, section, style, adaptive features, identification and sewing instructions
- Constructed sample garments for fittings and pattern adjustments.
- Utilized charts, drafting instruments and grading devices to create master patterns for each size within range of garment sizes.
- Developed unique adaptive patterns and designs to meet customer specifications.
Education
Bachelor of Fashion - Fashion Design
RMIT University
Brunswick, VIC10.2020
Certificate III - Retail
Target Training
Online2017
High School Diploma -
Bulli High School
Bulli, NSW12.2015
Skills
- Verbal, interpersonal, and written communication skills
- Teamwork and Collaboration
- Customer Service
- Active Listening
- Information Processing
- Conflict de-escalation
- Cultural understanding
- Managing records
- Strong Organisational & Time Management skills
- Confidentiality understanding
- Data entry proficiency
- Business Management and Development
Licenses
CPR First Aid Certificate - RTO No. 21903
HLTAID009 Provide cardiopulmonary resuscitation
HLTAID010 Provide basic emergency life support
HLTAID011 Provide First Aid
Issued July 2022 - Document Ref.: NQ151180
Nationally Coordinated Criminal History Check Certificate
Report Run Date 01/04/2023
Victorian Drivers License
Volunteer Experience
RSPCA Victoria
Retail Assistant
Oct 2018 - Mar 2019
Melbourne Fashion Festival
Attendant
Aug 2019 - Sep 2019
RecovaWear
Post Graduate Internship
Nov 2020 -May 2021
Self Defence Hub
Kids Class Assistant Trainer
Jan 2022 - June 2022
Sukhari Muay Thai
Kids Class Assistant Trainer
April 2023 - Current
Hobbies
- Self Defence Training
- Boxing Training
- Strength & Conditioning Training
- Muay Thai Training
- Running
Character References
Beti Petroska
Austin Health
Switchboard Supervisor
Mobile : 0405 611 705
Kristine Crowle
Cotton On Group
Store Manager
Mobile: 0401 494 245
Timeline
Switchboard Operator/Medical Receptionist
Austin Health
10.2023 - Current
Retail Sales Assistant
Sheet Society
10.2023 - 01.2024
Customer Service Team Member
Austin Group
06.2023 - 09.2023
Shift Supervisor
Cotton On Group
08.2022 - 01.2023
Patternmaker
Recovawear
05.2021 - 03.2022
CEO
EMENABLED
12.2020 - 09.2023
Senior Retail Assistant
Cotton On Group
11.2019 - 01.2023
Bachelor of Fashion - Fashion Design
RMIT University
Certificate III - Retail
Target Training
High School Diploma -
Bulli High School
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