Hannah Murphy

• Monitor multiple different queues in accordance with CC Pulse Management, Maintaining Grade Of Service by ensuring that calls are answered in accordance with New South Wales Ambulance policy and procedures.
• Continuously monitoring Key Performance Indicators of team members, by providing clear feedback, coaching and professional development objectives.
• Escalating problematic incidents in accordance with Standard Response and Notification procedures.
• Provide support and attention to staff when called upon for assistance during calls or after calls while managing Debriefs and offer support or referral services such as EAPs.
• Monitor and remain up to date with Work Instructions, Operational Alerts and Significant Events at such notice.
• Obtain clear and accurate documentation of information during calls, and through staff requests within the policy and procedures of New South Wales Ambulance.
• Facilitate and Communicate between Patient Transport Services and ensure that patients are booked with the most appropriate care and within safe timelines.
• Closely work with Other Emergency Services Organisations.
• Maintain a comprehensive understanding of Protocols, Procedures, Policies and Technical skills.
• Effective communication with staff and members of the public
• Effective decision-making in time critical situations.
• Create a Safe working environment, and managing diverse individuals from all backgrounds.
• Implement actions that prevent or minimise the risks within a workplace of Harassment, Bullying Victimisation or unacceptable behaviors, report and escalate immediately if identified.

• Conduct daily random case review, to measure protocol compliance, feedback to the Associate Director Clinical Operations
• Conduct requested meetings with staff to review calls and identify areas that may require monitoring or on going training.
• Participated in weekly team meetings to review cases and develop a plan for future trends.
• Clearly communicate with Control DIvisions, Operational, technical and system support services.
• Provide training and education pathways to help improve Control Centre officers skills, knowledge and capabilities.
• Responsible for relevant quality assurance data, trends and areas of improvements within the Control Centre.
• Record individual reports, analysis and periodic feedback.

• Answer incoming 000 calls promptly and accurately recorded in accordance with NSW Ambulance protocols, procedures and policies
• Executed timely and accurate first aid guidance using the Medical Priority Dispatch System, aligning with NSW Ambulance policy to meet caller/patient needs.
• Ensure that all relevant information is obtained and recorded
• Facilitate hospital to hospital transfers in an accordance with NSW Ambulance policies.
• Adaptive communication style to maintain caller's composure in emergency situations.
• Responsible for managing diverse calls for example people with suicidal ideation, child callers, aggressive/abusive callers and giving CPR instructions to someone who may have witnessed a cardiac arrest.

Front End Team Member

The Front-End team member produced my strong skills of customer service, whilst improving my variety of multiscale such as scanning and packing the customers bags while also taking payments at the end of the transaction. I was constantly greeting customers in a happy and friendly way to improve the customers satisfaction of their shopping experience. My duties involved handling money, customer assistance and guidance across the store and the safety of those in the store.

Online Team Picker

transferring into a new department meant learning new skills expanding my knowledge of what customer satisfaction was and to follow customer instructions left noted during a delivery to pick. From having a greater understanding of high quality products which Woolworths guaranteed as the ' Fresh Food People' to the produce supplied for the warehouses. My Knowledge was expanded with this new form of technology and has benefited significantly.

Online Supervisor/ Online Manager

Advancing to a supervisor/ manager level meant gaining a higher level of responsibility from the team leaders and store management. This required my attention to detail, to be met by the customer satisfaction and demand. This also required as a team leader to now have a greater understanding of my responsibilities, within the stores expected outcome. My focus of needing to identify and effectively manage issues relating to online team members and customers needs have assisted myself in creating and improved service.

• Responsible for opening and closing the store
• Float organization ( money ordering and exchanging for 15 cash registered)
• Team leader for cash registers and self service
• Problem solving regarding refunds, exchanges with cash registers
• Orientating new employees on customer service
• Announcing priorities within the store
• Watched for and recognized security risks and thefts to prevent or handle situations.
• Placed special orders or called other stores to find desired items.
• Answered customer inquiries regarding product features, pricing, and availability.
• Managed multiple projects simultaneously while meeting deadlines

• Online supervisor ( customer service on the phone)
• Projecting staffing hours for the pre-scheduled shifts
• Staff organization ( finding relief staff and night supervisors
• Customer service on the phone ( management of customer /order issues)
• Communication with multiple contractors and drivers
• Orientating and training new staff
• Assistant Manager 9 months 2022
• time management ( prioritizing and coordination on orders with delivery and pickup times)
• organizing a distribution of 40+ clients per day ( up to 2 delivery contractors per day)
• stock management ( adjustments)
• flexible and adaptable management
• plan and construct staging