Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Hala Al Sultan

Lalor,VIC

Summary

Dedicated and empathetic customer service professional with 4 years of experience at a busy call centre (TMC – The Message Centre). Proven ability to resolve customer inquiries efficiently while maintaining high levels of satisfaction and professionalism. Background in psychological science and healthcare (Cert III in Pathology) adds valuable insight into client behaviour and needs. Strong communicator, team player, and problem-solver with a passion for helping others.


Overview

6
6
years of professional experience

Work History

Call Center Representative

TMC- The Message Centre
06.2021 - Current


  • Managed a high volume of inbound calls, providing information and support to clients from a wide range of industries.
  • Resolved customer issues promptly and effectively, often on the first call, contributing to strong client satisfaction.
  • Maintained accurate and detailed records using internal systems and followed all compliance protocols.
  • Collaborated with team members to improve workflows and enhance the customer experience.
  • Recognised for patience, empathy, and strong problem-solving during high-stress interactions.

Receptionist

People First Healthcare
02.2019 - 07.2020
  • Greeted patients and visitors warmly, creating a welcoming and professional environment at the front desk.
  • Managed appointment scheduling, patient check-ins and check-outs, and maintained accurate and confidential patient records.
  • Responded to phone and email inquiries efficiently, providing information and directing calls or messages to the appropriate staff.
  • Supported daily administrative operations, including filing, data entry, scanning medical documents, and processing payments.
  • Worked closely with medical staff to ensure smooth communication and coordination of patient care.

Education

Bachelor of Psychological Science - Psychology

Latrobe University
Melbourne, VIC

Certificate III - Pathology

Kangan Institute
Melbourne, VIC
12-2024

High School Diploma -

Sirius College
Melbourne, VIC
11-2019

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Client confidentiality
  • Compliance awareness
  • Active Listening & Empathy
  • CRM Software & Data Entry
  • Adaptability in Fast-Paced Environments

Languages

Arabic
Native or Bilingual
English
Native or Bilingual

Timeline

Call Center Representative

TMC- The Message Centre
06.2021 - Current

Receptionist

People First Healthcare
02.2019 - 07.2020

Bachelor of Psychological Science - Psychology

Latrobe University

Certificate III - Pathology

Kangan Institute

High School Diploma -

Sirius College

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Hala Al Sultan