Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
References
Timeline
Summary
Work Availability
Work Preference
Quote
Software
Languages
Interests
Intern
Jacqualin Hancock

Jacqualin Hancock

Taylors Lakes ,Victoria

Overview

35
35
years of professional experience
1
1
Certification

Work History

TEACHERS ASSISTANT

JACANA SCHOOL FOR AUTISM
01.2009 - 10.2023
  • Assisting and implementing educational programs for Autistic students under the advisement of the classroom teacher
  • I work cooperatively, intuitively and as directed with colleagues.
  • Assisted teachers with instruction and provided clerical support for diverse needs.
  • Observed student performance in order to assess progress towards academic goals.
  • Supervised students during lunchtime, field trips, assemblies, and other activities.
  • Encouraged positive social behaviors among students through role modeling and conflict resolution techniques.
  • Created visual aids such as bulletin boards or displays to enhance the learning environment.
  • Participated in professional development opportunities such as workshops or conferences related to teaching practices or educational needs for staff.
  • Helped teacher plan lessons utilizing various teaching strategies including hands-on activities and technology integration.

INTERIM SERVICE COORDINATOR

MY CHOICE DISABILITY SUPPORT
02.2023 - 08.2023
  • Managed and effectively provided access to support services for National Disability Insurance Scheme (NDIS) participants
  • Coordinated staff
  • Ensured standardised Occupational Health and Safety protocols were adhered to
  • Over-seeing and supporting staff and participants with Incident reporting
  • Coaching and developing staff on Positive Behavior Support Practice
  • Maintaining thorough knowledge around NDIS protocols and legislation
  • Organising and providing Professional Development for staff members working with NDIS participants
  • Assisted participants with their goals and adherence to their plans
  • Collaborating with Local Area Coordinators to establish NDIS plans that provide reasonable and necessary supports to participants
  • Evaluate the quality of service, policies and procedures and identify areas requiring improvement
  • Participated and managed documentation in preparation for NDIS audits
  • Temporarily acted as support coordinator within the business, adhering to above responsibilities as well as supporting participants to manage their NDIS funding and access necessary supports.
  • Drove logistics between multiple departments to fulfill contract service-level-agreements.
  • Liaised between client and technician to keep parties fully informed.
  • Obtained paperwork from the field and distributed to appropriate departments for processing.
  • Coordinated and led technical scope development sessions to validate business and requirements.
  • Managed emergency service requests by communicating schedules and expediting parts shipments and repairs.
  • Provided timely feedback to management on service failures and customer concerns.
  • Monitored email and phone communication to provide prompt responses and solutions.
  • Identified methods to improve customer experiences, meeting or exceeding expectations.
  • Toggled between multiple systems and databases to look up information and update records.
  • Obtained purchase order information to invoice work orders.
  • Conducted regular meetings with departmental staff to discuss current initiatives and projects.
  • Assisted in the development of training materials related to service coordination processes.
  • Monitored staff performance and provided feedback on areas of improvement needed.
  • Reviewed invoices for accuracy prior to submission for payment processing.
  • Handled incoming calls and inquiries from customers regarding services offered.
  • Researched, identified and resolved customer complaints in a timely manner.
  • Ensured compliance with all relevant regulations pertaining to service operations.
  • Coordinated service schedules and appointments with clients.
  • Maintained accurate records of services provided for each client.
  • Prepared monthly reports summarizing current service activities.
  • Developed strategies for improving customer experience with the organization's services.
  • Provided customer service to ensure client satisfaction.
  • Worked closely with other departments within the company to ensure successful completion of projects.

POSTAL MANAGER/PHARAMACY ASSISTANT

FORDGATE PHARMACY & POST OFFICE
Campbellfield, Vic
01.2005 - 01.2009
  • Investigated lost or delayed packages to determine cause of delay or mis-delivery.
  • Maintained accurate records of all incoming and outgoing mail, parcels, and shipments.
  • Ensured compliance with government regulations regarding mailing processes and procedures.
  • Developed and implemented process improvements to increase efficiency.
  • Staff training on Sales ie; adding a product ,up selling, greeting customers. making all customers feel welcome. How to handle rude customers and staff.

PRACTICE MANAGER/RECEPTIONIST

MEDIQ MEDICAL CENTRE WALLAN
01.2004 - 01.2005
  • Supported entire practice's staff, which boosted efficiency and improved overall process flow.
  • Motivated staff by offering direction and providing constructive feedback.
  • Mentored and coached interns and newly hired team members on office procedures and computer systems.
  • Developed and implemented policies and procedures for medical centre facility.
  • Checked entire office and waiting areas regularly to provide clean and organized surroundings.
  • Ensured compliance with relevant state laws governing healthcare practices.
  • Oversaw all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
  • Communicated with patients with compassion while keeping medical information private.

POST OFFICE ,CUSTOMER SERVICE,

TATTSLOTTO, NEWS AGENCY AND POST OFFICE, BROADMEADOWS
Meadow Heights
01.1992 - 01.2004
  • Guided employees in handling difficult or complex problems.
  • Performed data entry tasks into a computer system for tracking purposes.
  • Calculated postage prices using specialized equipment or software programs.
  • Sorted incoming mail for PO boxes.
  • Managed inventory levels of post office supplies and restocked when needed.
  • Helped maintain the cleanliness of the post office lobby area.
  • Handled cash transactions accurately and balanced the daily till totals at the end of each shift.
  • Operated office machines such as photocopiers, fax machines, scanners.
  • Collected signatures from recipients of registered letters and parcels.
  • Stocked shelves with supplies such as stamps, envelopes, boxes.
  • Processed payments for postal services, such as money orders. money transfers.
  • Assisted customers with their mailing needs, including stamp purchases and package mailing.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Assisted customer requests to improve satisfaction.
  • Identified needs of customers promptly and efficiently.
  • Worked successfully with diverse group of coworkers.
  • Prioritized and organized tasks.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Collaborated with all staff.
  • Recognized by management for providing exceptional customer service.

POST TATTSLOTTO AND NEWSAGENCY

Broadmeadows Post lotto and Newsagency
Broadmeadows, Vic
01.1989 - 01.1992
  • Provided work experience to many Children from the area.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Recognized by management for providing exceptional customer service.
  • Training of staff on how to up sell on every sale eg: would you like to try our new scratchy or would you like a quick pick in our super draw?
  • Greeting Customers is No.1 in any retail setting or customer service

STORE MANAGER

RICHMOND TATTSLOTTO AND NEWS
Richmond, Victoria
01.1989 - 01.1992
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
  • Strengthened work flow productivity by hiring, managing and developing top talent.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Updated and maintained store signage and displays.
  • Trained and mentored associates to teach daily tasks and procedures.
  • Oversaw storewide merchandising benchmarks to maintain operational excellence.
  • Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
  • Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
  • Preserved product quality by maintaining stockrooms and disposing of damaged items.
  • Created weekly work schedules for store personnel.
  • Managed daily banking activities such as deposits and withdrawals.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Implemented efficient systems for tracking stock movement.
  • Planned special promotions or discounts based on market trends.
  • Developed strategies to maximize sales and profitability.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Recruited, trained and supervised new employees.
  • Monitored inventory levels and placed orders to restock shelves.
  • Updated POS system with new products and promotional offers.
  • Developed relationships with suppliers to negotiate better prices.
  • Established customer service standards and monitored staff compliance.

Education

Disability Standards for Education Lessons 1,2 & 3 -

University of Canberra
10.2014

Certificate III in Education Support -

Kangan Institute
12.2012

Skills

  • Diligent worker and open to building on my skillset
  • Known for honesty and reliability
  • Group and Individual Instruction
  • Customer Service orientated/ very focused
  • Customer Relationship Management/Building/
  • Serving Diverse Communities
  • Risk Management Policies/De-Escalating Conflicts
  • Promoting Products/ Meeting Sales Goals
  • Recordkeeping Requirements/Audit Support
  • Experience Management/staff training/hiring and recruitment
  • Cash Distribution/management/Handling
  • Unconditional positive regard for people around me, able to create, maintain meaningful relationships with all abilities
  • Much more

Certification

  • Victorian Drivers License
  • Support Coordination: Preparation for Beginners
  • Support Coordination (dsc; 2023)
  • Intensive: Entry Level (dsc; 2023)
  • NDIS Screening and Worker's check
  • Current Working with Children's Check
  • Current National Police Check
  • CertificateIII in Teacher assistant and disabilility (kangan Tafe)
  • Certificates: Department of Education and Early Childhood Development 2015: Slips, Trips and Falls
  • Certificates: Department of Education and Early Childhood Development 2014: Protecting the safety of Children and Young People
  • Mandatory Reporting Professional Learning Module: Hazard and Incident Reporting, OHS for Employees, Human Rights Charter, Ergonomics, RTW Coordinator Roles and Responsibilities, Manual Handling
  • Mandatory Reporting Professional Learning Module 2011: Bullying for employees, Discrimination, Harassment, Bullying refresher
  • So much more

Accomplishments

Award from Tattersalls "Customer service award"

Best bus driver award from Jacana school for Autism

Going back to school at 40

Canberra uni certificate

Affiliations

  • Offered a training position to teach new staff and owners.
  • Mover to number one tattersalls agency in Vic and won an overseas holiday.

References

References available upon request.

Timeline

INTERIM SERVICE COORDINATOR

MY CHOICE DISABILITY SUPPORT
02.2023 - 08.2023

TEACHERS ASSISTANT

JACANA SCHOOL FOR AUTISM
01.2009 - 10.2023

POSTAL MANAGER/PHARAMACY ASSISTANT

FORDGATE PHARMACY & POST OFFICE
01.2005 - 01.2009

PRACTICE MANAGER/RECEPTIONIST

MEDIQ MEDICAL CENTRE WALLAN
01.2004 - 01.2005

POST OFFICE ,CUSTOMER SERVICE,

TATTSLOTTO, NEWS AGENCY AND POST OFFICE, BROADMEADOWS
01.1992 - 01.2004

POST TATTSLOTTO AND NEWSAGENCY

Broadmeadows Post lotto and Newsagency
01.1989 - 01.1992

STORE MANAGER

RICHMOND TATTSLOTTO AND NEWS
01.1989 - 01.1992

Disability Standards for Education Lessons 1,2 & 3 -

University of Canberra

Certificate III in Education Support -

Kangan Institute

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart TimeInternship

Work Location

RemoteHybridOn-Site

Important To Me

Personal development programsWork from home optionFlexible work hoursCareer advancementWork-life balanceCompany Culture4-day work weekTeam Building / Company Retreats

Quote

Life is a roller coaster enjoy the ride.

Software

Software

Languages

English
Native language
English
Upper Intermediate (B2)
B2

Interests

Helping others

Cooking

Sports

Travel

Voulunteering

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Jacqualin Hancock