Summary
Overview
Work History
Skills
References
Timeline
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Jaide Gilchrist-Foster

Kotara,NSW

Summary

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Friendly and efficient worker devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

9
9
years of professional experience

Work History

Scheme Operations Officer

Coal LSL
Newcastle, NSW
01.2024 - Current
  • Used excellent verbal skills to engage with stakeholders/employers in conversation and email to effectively determine needs and requirements.
  • Entered data from applications into processing software, maintaining high data integrity and managing multiple applications simultaneously, prioritizing tasks to meet deadlines.
  • Ensured secure handling and confidentiality of applicant information.
  • Responded to inquiries from applicants and internal teams regarding processing status and decisions.
  • Communicated with departmental leaders to identify and solve daily operations issues.
  • Maintained up-to-date knowledge of company services, procedures, and regulations.
  • Worked with internal teams to understand business needs and changing strategies.

Customer Service Officer

Medicare
Melbourne, VIC
08.2022 - 11.2023
  • Managing sensitive information while upholding strict privacy laws.
  • Working with customers who are experiencing financial hardship.
  • Authorizing Medicare enrollments for Child Protection.
  • Working in conjunction with healthcare professionals to administer approved payments.
  • Dealing with high volume inbound calls while meeting expected KPIs.
  • Providing a high level of service by managing sensitive discussions and making appropriate decisions regarding government payments and services based on acquired knowledge and understanding of relevant legislation and policies.
  • Adapting to changing legislation and keeping up to date with current processes.
  • Authorisation to make final judgments on accepting applications.
  • Managing a combination of telephony and processing duties.
  • Audited customer account information to identify issues and develop solutions.
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.

Supervisor

Chapter House Coffee
Melbourne, VIC
03.2022 - 08.2023
  • Working under pressure in a fast paced environment
  • Head barista and basic front of house duties
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Coordinated employee schedules according to shift changes and availability.
  • Provided ongoing training to address staff needs.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Cash handling, including banking and pays

2IC Manager

Zarraffas Coffee
Victoria Point, QLD
03.2016 - 03.2022
  • Barista in a very faced paced drive thru coffee shop
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Conducted quality, timely performance feedback and performance appraisals.
  • Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
  • Resolving customer dissatisfaction
  • Led by example, ensuring the Zarraffas standards were consistently carried out accurately and efficiently
  • Ordered, received and stocked supplies and retail products

Skills

  • Understanding Customer Needs
  • Creative Problem Solving
  • Verbal and Written Communication
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Customer Service, Inbound and Outbound Calling
  • Computer Proficiency
  • Patient and Empathetic
  • Building Customer Trust and Loyalty
  • Call Documentation
  • Payment Processing
  • Call Center Operations
  • Teamwork and Collaboration
  • Billing Adjustments and Refunds
  • Call Volume and Quality Metrics
  • Administrative and Office Support
  • Time Management
  • Policies and Procedures Adherence
  • Analyzing and understanding data

References

References available upon request.

Timeline

Scheme Operations Officer

Coal LSL
01.2024 - Current

Customer Service Officer

Medicare
08.2022 - 11.2023

Supervisor

Chapter House Coffee
03.2022 - 08.2023

2IC Manager

Zarraffas Coffee
03.2016 - 03.2022

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Jaide Gilchrist-Foster