Grace McGrath
Bedourie ,QLD
Summary
With over 7 years of customer service experience and engagement, I have developed transferable skills such as communication, time management, compassion and leadership which will aid in the transition of the beginning of my career in the medical field. I am a strong team member who aims to achieve goals and the satisfaction of the customer or client. I am professional and have strong communication skills on the phone, in email and in conversation. I am an energetic and knowledgeable employee who focuses on working collaboratively in a team or individually to achieve quality and efficient service whilst maintaining individual, team and business goals. I am intrigued and able to learn quickly in different fluctuating environments and situations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Legal Assistant
Hennessy Dowd Lawyers
Bathurst
05.2025 - Current
- Communicated effectively with clients, courts, and opposing counsel to facilitate information exchange.
- Coordinated scheduling of depositions, hearings, and meetings to optimize attorney availability.
- Developed templates for legal documents, streamlining drafting processes for increased efficiency.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
- Responded to client inquiries, providing accurate legal advice and offering assistance.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
Labour Hire APS 3
National Disability Insurance Agency
09.2023 - 05.2024
- Maintained strict confidentiality protocols.
- Utilized SAP CRM, PACE, Outlook, and Excel systems effectively.
- Delivering excellent customer service through effective communication during front of house interactions
- Streamlined remote work schedule resulting in increased productivity
- Effectively triaged and resolved customer inquiries
- Facilitated effective communication with participants, support coordinators, and colleagues within the agency
- Chosen by team leader as a Pace Champion to support in educating the rest of the team about PACE updates.
Call Centre Manager
AusLoans Finance
08.2021 - 12.2022
- Handled client's finance applications efficiently in a call centre environment
- Successfully oversaw the operations of call centre staff and coordinated their daily responsibilities
- Monitored and analyzed staff performance metrics such as call volume and completed financial applications using a Microsoft Spreadsheet.
- Maintained high standards by verifying compliance
- Provided comprehensive training for all incoming call center agents
- Created comprehensive resource handbooks and paperwork for new staff members
- Contributed to the hiring process at Aus Loans
- Conducted regular team meetings to facilitate effective communication and collaboration
- Managed scheduling of requested callbacks
- Developed advertising content for employment opportunities on Seek
- Ensured utmost discretion in data handling
HR Customer Service Support Officer
Department Of Education
01.2020 - 06.2021
- Assisted callers and addressed inquiries in a professional manner at the Department of Education's Call Centre
- Experienced in effectively handling challenging phone conversations
- Used efficient computer multitasking techniques to seamlessly manage and navigate between multiple screens
- Adhered to rigorous standards for protecting customer information
- Demonstrated strong work ethic by consistently achieving targets and call times
- Effectively worked from home without supervision starting in March 2020 as a result of Covid-19 measures.
- Navigation through different Department computer programs on a daily basis such as TRIM, SAP, Remedy, Outlook, Skype, Teams, Microsoft, Excel, Iseries, and Remote Assistance
Retail Sales Assistant
Prouds the Jewellers for JPL Group
10.2016 - 03.2020
- Key holder within Prouds since January 2019 – March
- Developed strong customer relationships leading to increased repeat business
- Efficiently utilized downtime to stage stock, clean, and merchandise.
- Informed customers about ongoing sales and promotions
- Adhered to merchandising guidelines for visually appealing presentations and store layout requirements
- Greeted and assisted customers with locating store items.
- Maintained knowledge of current sales, promotions, and policies for payment and exchanges.
- Responded promptly and appropriately to customer phone calls
- Achieved completion of all daily tasks through efficient and quality-driven methods
- Managed cash register operations, including handling cash, card transactions, and gift card purchases
- Completed all point of sale opening and closing procedures
- Ensured a positive work environment through consistent respect and consideration towards employees and customers.
Hair Dresser Assistant / Casual
Swish Hair Studio
Mudgee, NSW
05.2013 - 10.2016
- Engaged with customer in a friendly manner
- Performed shampooing, conditioning, and blow-drying tasks for clients' hair
- Assisted in mixing and removing hair colour
- Washed, dried and restocked towels in salon
- Completed washing up of colour bowls, hairdresser’s trolley, and
dusted stick shelves. Cleaned mirrors, bathroom and basins. Organized stick shelves
and swept/mopped floor.
Education
Diploma of General Studies -
Charles Sturt University
Bathurst01.2017
Year 1 to Year 12 -
St Matthews Catholic School
Mudgee, NSW01.2016
Skills
- Effective communication
- Client confidentiality
- Customer service
- issue resolution skills
- Emotional intelligence
- Adaptation to new systems
- Detail orientation
- Computer systems knowledge
- Goal orientation
- Quick learner
- Scheduling
- Office Suite Proficiency
- File structuring
- Schedule coordination
- Client engagement
- Administrative assistance
- Document organization
- Client engagement
- Document organization
- Administrative coordination
- Professional phone manners
Certification
- Responsible Service of Alcohol (RSA): NSW 2019
- Responsible Service of Alcohol (RSA): QLD 2019
- NSW Full Drivers License and own reliable vehicle
References
- Alana English, Second in Charge, Prouds the Jewellers, 6331 6877
- Deborah Gore, Supervisor, Department of Education, 02 6334 7837
- Colby Tattersall Business Development Manager, AusLoans Bathurst, 0428 280 826
- Jodie Peterson, Team Leader, National Disability Insurance Agency, 0439 810 952
Timeline
Legal Assistant
Hennessy Dowd Lawyers
05.2025 - Current
Labour Hire APS 3
National Disability Insurance Agency
09.2023 - 05.2024
Call Centre Manager
AusLoans Finance
08.2021 - 12.2022
HR Customer Service Support Officer
Department Of Education
01.2020 - 06.2021
Retail Sales Assistant
Prouds the Jewellers for JPL Group
10.2016 - 03.2020
Hair Dresser Assistant / Casual
Swish Hair Studio
05.2013 - 10.2016
Diploma of General Studies -
Charles Sturt University
Year 1 to Year 12 -
St Matthews Catholic School