Emma Ross
Kununurra
Summary
Dynamic professional with extensive experience at Australia Post, excelling in customer service and complaint resolution. Proven ability to enhance client satisfaction through effective communication and teamwork. Skilled in cash handling and mail processing, consistently achieving high service delivery standards while fostering positive relationships with customers and colleagues.
Overview
8
8
years of professional experience
2002
2002
years of post-secondary education
Work History
Postal Service Officer
Australia Post
Kununurra
07.2021 - Current
- Participated in training sessions to enhance product knowledge regularly.
- Adhered to company policies when dealing with customers or resolving issues.
- Provided customer service and support to clients, responding to inquiries in a timely manner.
- Assisted customers with inquiries and service requests efficiently.
- Processed mail and packages using tracking systems accurately.
- Handled cash transactions and balanced registers daily.
- Provided support in resolving customer complaints and issues promptly.
- Collaborated with team members to improve service delivery standards.
- Maintained cleanliness and organization in the service area consistently.
Disability Support Worker
Far Niorth Community Services
Kununurra
05.2019 - 06.2021
- Assisted clients with daily living activities and personal care needs.
- Developed individualized support plans in collaboration with clients and families.
- Facilitated recreational activities to promote social interaction and engagement.
- Monitored client progress and reported changes to healthcare team members.
- Implemented safety protocols to ensure a secure environment for clients.
- Managed challenging behaviors through positive reinforcement techniques.
- Assisted clients with activities of daily living such as eating, dressing, and grooming.
- Transported clients to appointments, social events, and other activities as needed.
- Made beds, swept floors, and sanitized surfaces to support activities of daily living.
- Maintained records of services provided, client progress, and goals achieved.
- Helped disabled persons access community resources such as housing options or job training programs.
- Improved resident and staff engagement through group activities.
- Administered medication to patients according to strict schedules.
Education Assistant
East Kimberley College
Kununurra
02.2018 - 01.2019
- Supported teachers in classroom management and lesson delivery.
- Assisted in developing educational materials and resources for students.
- Facilitated communication between students, parents, and faculty members.
- Provided one-on-one support to students with diverse learning needs.
- Organized and maintained classroom supplies and educational tools.
- Conducted assessments to monitor student progress and provide feedback.
- Assisted with the preparation of lesson materials and activities.
- Facilitated small group instruction sessions for students requiring extra assistance.
- Supervised recess and lunch periods to ensure a safe environment for all students.
- Assisted children at stations during small-group learning periods.
- Distributed textbooks, workbooks, papers, and pencils to students.
- Supported classroom teacher with daily instruction and management of student activities.
- Prepared classroom materials and educational resources for daily lessons.
Education
Parkes High School
Parkes, NSWSkills
- Customer service
- Complaint resolution
- Cash handling
- Mail processing
- Customer relationship management
- Effective communication
- Cross-selling and Up-selling
- Effective customer communication
- Teamwork and collaboration
- Multitasking capacity
Accomplishments
Nominated for state recognition in health and safety in the workplace
Timeline
Postal Service Officer
Australia Post
07.2021 - Current
Disability Support Worker
Far Niorth Community Services
05.2019 - 06.2021
Education Assistant
East Kimberley College
02.2018 - 01.2019
Parkes High School