Hazzelyn Quinn
Lake Illawarra,NSW
Summary
Dedicated and compassionate individual pursuing a career in Aged care support, with a strong passion for delivering high quality care to older adults. Studying Ageing Support in February 2025 at Tafe Shellharbour, with a focus on developing skills and knowledge to provide empathetic and person centered support to seniors. Looking for an opportunity to join a team where I can apply my skills and values to make a positive impact on the lives of older adults.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Retail Manager
Chemist Warehouse
03.2021 - Current
- Motivated team members to achieve individual and collective sales goals.
- Trained and developed new employees for ease of transition into team.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Achieved monthly performance goals by setting clear objectives for employees while providing regular progress updates during team meetings.
- Prioritized excellent customer service through continuous monitoring of employee interactions with shoppers.
- Fostered a supportive work environment through coaching sessions, team-building activities, and open communication channels for staff feedback.
- Recruited top talent for retail positions by conducting thorough interviews and selecting qualified candidates that aligned with company values.
- Led by example, demonstrating exemplary customer service and sales techniques on shop floor.
- Boosted team morale and productivity by implementing staff recognition program that acknowledged outstanding customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Oversaw store operations, including opening and closing procedures, cash management, and safety compliance.
- Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
- Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
Hospitality Assistant
The Gozleme Co
08.2020 - 03.2021
- Opening and Closing of the shop
- Providing training to new staff on cash register operation,food preparation and adherence to health and safety regulations.
- Responsible for taking orders and preparing customer orders
- Promote and suggest upgrades to our bundle meal options
- Preparation of food
- Cash Handling
- Ensure cleanliness and organization of workspace
Patient Care Coordinator
Optum, UnitedHealth Group
04.2019 - 05.2020
- Respond to calls regarding benefit eligibility and prescription status
- Guide and educate callers on prescription benefits
- Make outbound calls to customers on prescription orders and payment issues.
Senior Customer Service Representative
Convergys , Directv
05.2008 - 11.2016
- 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 using Salesforce.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Listen to random agent's live calls to see if they follow the proper procedure for call handling and give feedback
Customer Service Representative
ACS Inc. Globe Telecommunication
03.2007 - 04.2008
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bachelor of Science - Management Accounting
La Salle University
Ozamiz City, PhilippinesNo Degree - Certificate 4 Ageing Support
TAFE NSW
NSW02-2026
Skills
- Strong Work Ethic
- Detail-Oriented
- Client Support
- Collaborative Problem Solving
- Retail Operations Management
- Effective Complaint Resolution
- Strong Empathy Skills
Certification
S2S3 Pharmacy Assistant
Languages
English
Professional Working
References:
Sian Kitt Ng
Chemist Warehouse - Pharmacist in charge
0424138546
Ronald Villanueva
Chemist Warehouse - Stock Manager
0421490512
Timeline
Retail Manager
Chemist Warehouse
03.2021 - Current
Hospitality Assistant
The Gozleme Co
08.2020 - 03.2021
Patient Care Coordinator
Optum, UnitedHealth Group
04.2019 - 05.2020
Senior Customer Service Representative
Convergys , Directv
05.2008 - 11.2016
Customer Service Representative
ACS Inc. Globe Telecommunication
03.2007 - 04.2008
Bachelor of Science - Management Accounting
La Salle University
No Degree - Certificate 4 Ageing Support
TAFE NSW
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