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
Shellharbour, NSW
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
Shellharbour, NSW
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
Philippines
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
Alabang, Muntinlupa Philippines
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
Cabayao Calamba Philippines
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