Francesca Ferraro
Sydney,NSW
Summary
To pursue empowering individuals with disabilities to achieve their employment goals by offering support through, job search assistance, interview coaching, resume and cover letter development to secure meaningful employment. By leveraging specialised knowledge and resources, my aim is to facilitate their successful integration into the workforce by providing tailored guidance and advocacy.
Overview
10
10
years of professional experience
Work History
Customer Support Officer
Ability Options
Sydney , NSW
2024.05 - Current
- Serving as the primary point of contact for clients seeking employment services, answering questions, and providing clear and accurate information about available resources and services.
- Provide support and guidance to clients, addressing their specific needs and concerns with empathy and understanding.
- Advocate for the needs of customers and ensure they have equal access to services and opportunities.
- Maintaining accurate and confidential records of client interactions, job applications, and progress in the company's database. Follow up on any actions required.
- Assisting clients in finding suitable job opportunities by matching their skills, experience, and career goals with available job openings.
- Providing guidance on creating or improving resumes and cover letters to enhance clients' job search efforts.
- Promoting additional services or programs offered by the employment service provider, such as training programs or career workshops.
- Ensuring that all activities comply with relevant employment regulations and company policies.
Uber Partner
Uber
Sydney , NSW
2021.11 - 2024.04
- Maintained a professional demeanor, which included being polite and respectful to passengers.
- Communicated clearly with passengers about pick-up and drop-off points, and addressed any questions or concerns.
- Followed Uber's policies and guidelines, which included terms of service, background check requirements, and community standards.
- Reported any issues or incidents through the app's support system to ensure they were addressed promptly.
Mentor
Raise Foundation
Sydney , NSW
2023.05 - 2023.11
- Established a positive and supportive relationship with the mentee. Showed genuine interest in their life, actively listened, and was approachable.
- Modeled and promoted positive behaviour, including good communication, responsibility, and respect for others.
- Assisted in developing practical skills, such as problem-solving, decision-making, and time management.
- Maintained professional boundaries and respected the privacy of the mentee.
- Understand and adhere to any guidelines or policies set by the mentoring program.
- Ensured that all interactions were respectful and inclusive, regardless of background, identity, or beliefs.
- Collaborated with the program counselor, as needed, to support the mentee's development and well-being.
Crisis Accomodation Youth Worker
Youth off the Streets
Sydney , NSW
2019.04 - 2021.11
- Provided one-on-one support and guidance to young people, as well as facilitated group sessions that promoted teamwork, communication, and social skills.
- Established and nurtured positive, trusting relationships with young people to create a supportive environment where they felt safe and valued.
- Monitored the well-being of young people, ensuring that they were safe and addressed any issues or concerns that were raised. Followed protocols for managing emergencies and reporting concerns.
- Collaborated with other professionals, such as teachers, social workers, and community leaders, to provide comprehensive support for young people and coordinate services.
- Advocated for the needs and rights of young people to ensure their voices were heard in decision-making processes.
- Promoted personal development to assist young people in developing important life skills, including self-confidence, decision-making, and problem-solving.
- Facilitated in resolving conflicts between young people and helped them develop strategies for managing disagreements constructively.
- Maintained accurate records of interactions, progress, and incidents involving young people.
- Modeled and promoted positive behaviour, and helped young people understand and practice values such as respect, responsibility, and empathy.
- Engaged in professional development about best practices and emerging trends in youth work through continuous learning and training.
- Fostered inclusivity and respect to ensure that all activities and interactions were inclusive, culturally sensitive, and respectful of diverse backgrounds and identities.
Street Walk Volunteer
Youth off the Streets
Sydney , NSW
2018.03 - 2019.04
- Interacting with clients to provide information about local services, resources, and programs available in the area.
- Offering assistance and support to individuals who may need it, such as distributing food, water, or other essential supplies to those in need.
- Establishing and maintaining positive relationships with community members to foster trust and cooperation.
- Encouraging clients to access available services and programs, such as counseling, financial assistance, or job training.
- Acting as a representative of the volunteer organization, promoting its mission and values in all interactions with the community.
- Working effectively with other volunteers and staff members to coordinate efforts and achieve common goals.
- Attending training sessions or meetings to stay informed about best practices, organizational updates, and community issues.
Reservations Sales Agent
The Travel Coporation
Sydney , NSW
2014.08 - 2015.08
- Provide excellent customer service by addressing inquiries, offering information about products or services, and resolving any issues or complaints that arise.
- Handle reservations efficiently, ensuring that all details are accurately entered into the system. This includes processing bookings, cancellations, and modifications.
- Maintain a thorough understanding of the services or products being offered, including pricing, availability, and any special promotions or packages.
- Utilise sales techniques to upsell or cross-sell additional services or upgrades to customers, enhancing their overall experience, and increasing revenue.
- Operate reservation systems and software to manage bookings, track inventory, and generate reports as needed.
- Communicate clearly and professionally with customers via phone, email, or chat, ensuring that all interactions are positive and productive.
- Address any issues or discrepancies with bookings, including troubleshooting and finding solutions to ensure customer satisfaction.
- Maintain accurate records of all transactions and customer interactions, including details of bookings, payments, and correspondence.
- Perform follow-up tasks as needed, such as confirming reservations, sending reminders, or addressing any post-booking issues.
- Work closely with other team members and departments to ensure a seamless customer experience and to address any operational challenges.
Education
Statement of Attainment - Provide First Aid
First Aid Coach Australia
Alexandria, NSW2024-04
Diploma - Community Services
Frontier Institute of Technology
Sydney, NSW2021-07
Certificate II - Protective Interventions Only - Therapeutic Crisis Intervention Training
Youth Off The Streets
Alexandria, NSW2020-01
Certificate of Attendance - Trauma Informed Practice
Centre For Training in Social Housing
Redfern, NSW2019-09
Certificate of Attendance - Fundamentals of Case Management
Centre For Training in Social Housing
Redfern, NSW2019-08
Statement of Attainment - Mentoring in The Community
Tafe
St Leonards, NSW2019-03
Certificate IV - Youth Work
Tafe
Wetherill Park, NSW2017-07
Certificate III - Tourism (Retail Sales)
Australian Pacific Travel & Tourism
Bondi Junction, NSW2014-07
Skills
- Empathy and Support
- Cultural Competence
- Networking
- Career Counselling
- Time-management
- Problem Solving
- Communication
- Adaptability
- Patience
- Motivation
References
References available upon request.
Timeline
Customer Support Officer
Ability Options
2024.05 - Current
Mentor
Raise Foundation
2023.05 - 2023.11
Uber Partner
Uber
2021.11 - 2024.04
Crisis Accomodation Youth Worker
Youth off the Streets
2019.04 - 2021.11
Street Walk Volunteer
Youth off the Streets
2018.03 - 2019.04
Reservations Sales Agent
The Travel Coporation
2014.08 - 2015.08
Statement of Attainment - Provide First Aid
First Aid Coach Australia
Diploma - Community Services
Frontier Institute of Technology
Certificate II - Protective Interventions Only - Therapeutic Crisis Intervention Training
Youth Off The Streets
Certificate of Attendance - Trauma Informed Practice
Centre For Training in Social Housing
Certificate of Attendance - Fundamentals of Case Management
Centre For Training in Social Housing
Statement of Attainment - Mentoring in The Community
Tafe
Certificate IV - Youth Work
Tafe
Certificate III - Tourism (Retail Sales)
Australian Pacific Travel & Tourism
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