Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Georgia Goss

Summary

Committed communication professional with proven track record in delivering high-quality customer service and support. Equipped with extensive experience in managing and resolving wide range of inquiries efficiently. Recognised for fostering teamwork and adaptability, ensuring seamless operations and positive outcomes.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Emergency Communications Police Call-Taker

Triple Zero
09.2024 - Current
  • Maintained a professional demeanour, managing difficult callers and de-escalating tense situations, taking 80-100 calls per shift.
  • Dealt successfully with individuals from various socio-economic, ethnic and cultural backgrounds.
  • Provided empathetic support to distressed callers, offering guidance on available resources or directing them to appropriate channels for further help when necessary.
  • Prioritised time-sensitive calls effectively, ensuring efficient allocation of resources in emergency situations.
  • Collaborated with other departments as needed to resolve complex issues or provide comprehensive support for callers in need of specialised assistance.
  • Monitored call quality metrics consistently, identifying areas for improvement and working towards personal growth goals.
  • Handled sensitive situations with professionalism, maintaining confidentiality while collecting necessary information from callers for effective response.
  • Managed high-stress situations effectively, utilising active listening skills and empathy to provide support to those involved in emergencies or traumatic events.
  • Questioned callers to determine the nature of problems and locations to direct the type of response needed.
  • Utilised mapping software to accurately pinpoint caller locations, aiding officers in swift response times during emergencies.
  • Participated in ongoing training for improved knowledge about protocols, policies, and procedures related to police communications work.

Team Member

BWS
01.2018 - Current
  • Aided customers with liquor selection, inquiries and order customisation requests
  • Ensured customers had a positive experience by addressing customer concerns, demonstrating empathy and resolving problems on spot
  • Trained new team members in accordance with company standards and procedures
  • Collaborated in a team to meet required outcomes to ensure smooth operations
  • De-escalated situations with individuals under the influence of drugs and/or alcohol whilst maintaining RSA laws through effective communication and empathy

Volunteer Telephonist

Good Friday Appeal
04.2025 - 04.2025
  • Collected personal information from donors to accurately document and process payments.
  • Gathered donor information and promptly input data into computer system.
  • Established and maintained rapport by utilising quality customer service.

Volunteer

Volunteer Eco Students Abroad (VESA)
12.2018 - 12.2018
  • Taught English and basic hygiene skills to young children
  • Volunteered in construction of a house for an underprivileged family
  • Constructed and up kept enclosures of crocodiles and cheetahs in a conservation park
  • Embraced and explored culture and traditions of local communities

Team Member

KFC
08.2015 - 01.2017
  • Maintained high standards of customer service during high volume, fast-paced operations
  • Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times
  • Aided customers with food selection, inquiries and complaints in a timely and empathetic manner
  • Trained new team members in accordance with company standards and procedures

Volunteer

Lilydale Netball Club
02.2015 - 06.2015
  • Planned and directed game strategies and positions relevant to players strengths and weaknesses
  • Promoted participation of young players through enthusiasm, effective communication and listening to concerns
  • Encouraged development of skills by spending time with players to focus on current capability and how to improve

Education

Bachelor of Criminology -

Deakin University
Melbourne, VIC
02-2024

Bachelor of Psychological Science -

Deakin University
Melbourne, VIC
02-2024

Skills

  • Teamwork orientation
  • Stress tolerance
  • Complaint handling
  • Empathy display
  • Computer skills
  • Clear and professional communication
  • Problem-solving
  • Attention to detail
  • Calm and professional under pressure
  • Reliability
  • Active listening

Certification

  • Working With Children Check

Timeline

Volunteer Telephonist

Good Friday Appeal
04.2025 - 04.2025

Emergency Communications Police Call-Taker

Triple Zero
09.2024 - Current

Volunteer

Volunteer Eco Students Abroad (VESA)
12.2018 - 12.2018

Team Member

BWS
01.2018 - Current

Team Member

KFC
08.2015 - 01.2017

Volunteer

Lilydale Netball Club
02.2015 - 06.2015

Bachelor of Criminology -

Deakin University

Bachelor of Psychological Science -

Deakin University

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Georgia Goss