Genevieve Cappi
Perth ,WA
Summary
Seeking a position as a Appointment Booker with a robust seven-year background in customer service and patient advocacy, demonstrating a keen ability to enhance efficiency and satisfaction.
In my previous role I enhanced customer loyalty and team morale at TSA Group Telstra through empathetic service and active listening. Leveraging skills in critical thinking and data entry, I consistently exceeded performance metrics, contributing to improved service delivery and customer satisfaction.
Offering organizational skills and genuine interest in booking industry, ready to learn and grow in this dynamic environment and ability to quickly adapt to new software tools. Ready to use and develop scheduling skills in a Appointment Booker role.
Overview
8
8
years of professional experience
Work History
Customer Service Representative/Officer
TSA Group Telstra
05.2022 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Worked in various departments as the "one stop shop" this includes General enquiries, Billing, Faults, Sales and Complaints.
Union Delegate
WA Workers Union
01.2021 - 04.2023
- Established strong rapport with fellow Aged Care workers and delegates, promoting a positive working environment and increased collaboration.
- Delivered informative presentations on various topics relative to Aged Care, fostering greater understanding among attendees.
- Developed and strengthened political partnerships to further agendas relating to Aged Care .
- Conducted head counts to help predict outcome of upcoming votes and changes to the Aged Care industry.
- Conducted thorough research on relevant issues, providing accurate information to inform decision-making processes.
- Collaborated with Aged Care staff employee teams and residents to develop strategies that advanced organizational goals.
Assistant in Nursing
Regis Aged Care
01.2019 - 02.2022
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Reduced errors in medication administration by implementing an effective system for double-checking prescriptions.
- Maintained accurate records of client progress, medication administration, and daily care activities for ongoing assessment purposes.
- Handled medication administration, ventilation monitoring and wound care.
- Assisted with medication administration, ensuring proper dosages and adherence to physicians'' instructions.
- Oversaw medication administration, ensuring accuracy and adherence to physician orders for optimal resident health outcomes.
Individual Support Worker
Royal Australian Air Force Association (RAAFA)
01.2017 - 12.2017
- Supported clients in maintaining personal interests or hobbies, fostering a sense of purpose and engagement.
- Assisted clients in navigating transportation options for increased autonomy in attending appointments or community events.
- Developed individualized care plans to address specific needs and promote independence.
- Enhanced client well-being by providing personalized and compassionate care in daily activities.
- Communicated effectively with family members regarding updates on client status, concerns, or achievements.
- Utilized detailed documentation practices to maintain accurate records of services provided and progress observed.
- Assisted clients with personal hygiene tasks for improved health and comfort.
- Conducted assessments of client safety risks within the home environment, implementing modifications as necessary.
- Improved client mobility by assisting with transfers, ambulation, and range of motion exercises.
- Provided emotional support to clients during challenging situations or periods of change.
Education
Cert II Animal Care (Vet Nursing Pathway) - Veterinary Nursing
AVT (Applied Vocational Training)
Ascot, WA03-2025
Cert III Business - Business And Cyber Security
Opportune
Distant Education 08-2023
Humanities Unit - Humanities
Curtin University
Bentley, WA12-2018
Health Science Unit - Health Sciences
Curtin University
Bentley, WA12-2018
Cert III Individual Support - Aged Care (Assistant In Nursing)
Inspire Education
Brisbane, QLD01-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Payment processing
- Professional telephone demeanor
- Scheduling
- Appointment scheduling
Timeline
Customer Service Representative/Officer
TSA Group Telstra
05.2022 - 08.2024
Union Delegate
WA Workers Union
01.2021 - 04.2023
Assistant in Nursing
Regis Aged Care
01.2019 - 02.2022
Individual Support Worker
Royal Australian Air Force Association (RAAFA)
01.2017 - 12.2017
Cert II Animal Care (Vet Nursing Pathway) - Veterinary Nursing
AVT (Applied Vocational Training)
Cert III Business - Business And Cyber Security
Opportune
Humanities Unit - Humanities
Curtin University
Health Science Unit - Health Sciences
Curtin University
Cert III Individual Support - Aged Care (Assistant In Nursing)
Inspire Education
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