Isabela Yamada
Balgowlah,NSW
Summary
Organised and dependable psychology graduate with a strong customer service background, proven leadership, and a commitment to improving mental health and well-being. Skilled in handling complex customer issues, promoting collaboration, and facilitating mental health initiatives. Certified in Mental Health First Aid, passionate about empowering individuals, and currently undergoing Lifeline Crisis Supporter Training. Experienced in project management, successfully leading the implementation of a new HR system in collaboration with the Managing Director, CFO, and team managers. Demonstrates the ability to manage multiple priorities with a positive attitude and a willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
WELLBEING COORDINATOR
1Cover Travel Insurance
04.2023 - Current
- Facilitated and led group sessions on psychoeducation about mental health and well-being.
- Collaborated with management to implement mental health policies and initiatives.
- Developed and conducted wellness programs, such as mindfulness workshops and stress management activities.
- Served as a resource and point of contact for employees seeking guidance on mental health issues.
- Project managed successful implementation of new HR system, collaborating with Managing Director, CFO, and team managers for optimal outcomes.
- Awarded 'MVP: Most Valuable Player of 2023' for inspiring others to achieve goals, contributing innovative ideas to the team's success through creative problem-solving and forward-thinking, consistently exceeding expectations with outstanding performance, and going above and beyond to support and encourage colleagues, fostering a supportive and uplifting team culture.
SENIOR CUSTOMER SERVICE & SALES CONSULTANT
1Cover Travel Insurance
03.2017 - Current
- Successfully managed customer inquiries and sales, exceeding monthly targets.
- Won multiple monthly customer service awards for top performance.
- Awarded 'Team Player of the Year 2022' for supporting and collaborating with team members.
- Handled and resolved Level 1 customer complaints effectively.
- Mentored and trained new crew members with individualized feedback and support.
- Provided guidance to improve internal tools and methods.
- Generated increased sales revenue through effective lead generation and follow-up efforts.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
INTERNSHIP PLACEMENT
Royal North Shore Hospital
06.2022 - 08.2022
- Conducted an investigation into the rates of anxiety and depression among haemodialysis patients, using quantitative and qualitative research methods.
- Worked alongside the ward's nurses and clinical psychologist to gather data and provide support to patients.
- Used clinical observational skills to observe and report information to the psychologist, contributing to the development of treatment plans.
- Provided emotional support to patients, using active listening and empathy to help alleviate stress and anxiety.
CUSTOMER SERVICE TEAM LEADER
1Cover Travel Insurance
08.2019 - 12.2019
- Led team to exceed customer service levels and meet performance indicators, resulting in high satisfaction.
- Resolved complex customer escalations and complaints in a timely and professional manner.
- Provided constructive feedback, improving team performance and motivation.
- Trained and onboarded new hires, ensuring their success in their roles.
- Streamlined team processes for increased efficiency and productivity.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
Education
Bachelor of Psychology -
Macquarie University
Sydney, NSW07.2023
High School Diploma -
Mosman High School
Sydney, NSW12.2016
Skills
- Excellent interpersonal & communication abilities
- Psychological knowledge on theories and practices
- Outstanding organisational, problem-solving & critical thinking skills
- Computer Proficiency
- Good Telephone Etiquette
- Dependable and Responsible
- Project Planning
- Attention to Detail
- Decision-Making
Professional Development
- Mental Health First Aid Certification, Lifeline Australia (completed 2023)
- Lifeline Crisis Supporter Training, Lifeline Australia (in progress)
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working
Timeline
WELLBEING COORDINATOR
1Cover Travel Insurance
04.2023 - Current
INTERNSHIP PLACEMENT
Royal North Shore Hospital
06.2022 - 08.2022
CUSTOMER SERVICE TEAM LEADER
1Cover Travel Insurance
08.2019 - 12.2019
SENIOR CUSTOMER SERVICE & SALES CONSULTANT
1Cover Travel Insurance
03.2017 - Current
Bachelor of Psychology -
Macquarie University
High School Diploma -
Mosman High School
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