Jasmin Martin
Cairns
Summary
I am a Highly personable and sociable team member with over 7 years of customer service experience and 4 years as a medical administrator and receptionist. I bring strong problem-solving skills, the ability to think quickly under pressure, and a genuinely multicultural approach to supporting and communicating with people from diverse backgrounds. Exceptionally reliable, organised, and detail-oriented, with a strong memory and the ability to adapt quickly in fast-paced environments. I work confidently both independently and as part of a team, consistently delivering high-quality service and administrative support. I am eager to contribute to a professional, friendly, and growth-focused workplace where I can continue developing my skills and progressing in my career.
Overview
13
13
years of professional experience
Work History
Customer Service Officer
Far north queensland x-ray
Cairns City
09.2025 - Current
- Handled patient inquiries and provided information about services offered.
- Scheduled and confirmed patient appointments while managing a busy calendar.
- Processed patient billing and invoicing efficiently to ensure timely payments.
- Collaborated with healthcare professionals to streamline patient flow and care.
- Utilized healthcare software for managing patient records and scheduling.
- Managed incoming and outgoing communications, including emails and phone calls.
- Addressed and resolved patient concerns with empathy and professionalism.
- Conducted follow-up calls to ensure patient satisfaction and gather feedback.
- Documented patient interactions and maintained up-to-date records for future reference.
- Coordinated with allied health providers to enhance patient support services.
- Provided customer service in a courteous and professional manner.
- Maintained accurate records of customer interactions and transactions.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
Medical Administration Fulltime
One Health Clinics Australia
Cairns
08.2023 - Current
- Understanding our patients; empathy and compassion is essential. Appreciate cultural diversity and show sensitivity towards patients who may need extra help.
- Exceptional telephone manner managing a high volume of calls daily.
- Efficient management of all patient data, appointments, clinical files, correspondence, and accounts are essential.
- Scheduling and effective management of patient bookings in Best Practice.
- Processing patient invoicing and receipting.
- Completion of end of day reconciliations.
- Processing Medicare/Health Fund claims.
- Managing online inquiries and incoming and outgoing mail.
- Correspondence and patient enquiries.
- Managing Clinic Accounts (making sure all bills are paid accordingly).
- Assisting Doctors in their day to day schedules.
- Answering telephones and professional correspondence.
- Booking appointments on health-based software (BP Practice) assisting patients with enquiries and kiosk check in.
- Meeting/greeting clientele in a friendly manner.
- General cleaning and upkeep of practice areas, adhering to strict infection control guidelines, stocking of supplies.
- Following procedures accordingly.
- Screening of presenting patients, in compliance with current COVID 19 protocols.
- Handling patient enquiries, delays, and rescheduling, over the phone and in person, including challenging situations.
- Health record management - exporting and importing reports and other correspondence.
- Liaising with Allied Health and other service providers (specialists, aged care) to assist with patient care management.
- Providing administration support / assistance to our healthcare professionals.
- Treatment room assistance at times (to help nurses) i.e. sterilising, cleaning, stocking.
Casual Medical Receptionist
Cairns 24hr Medical Centre
Cairns
01.2023 - 08.2023
- Assisted patients with check-in procedures, ensuring accurate data entry for appointments.
- Coordinated with healthcare providers to manage patient flow and improve service delivery.
- Processed patient admissions and discharges while maintaining confidentiality of medical records.
- Utilized electronic health record systems to update patient information and track appointments.
- Scheduled follow-up appointments and maintained an organized calendar for healthcare providers.
- Managed multi-line phone systems, handling high volumes of calls with professionalism.
- Provided exceptional customer service to patients, addressing inquiries and concerns effectively.
- Facilitated communication between patients and medical staff to ensure seamless care.
- Monitored the waiting area to maintain a welcoming environment for patients and visitors.
- Conducted administrative tasks such as filing and organizing patient records for easy access.
- Maintained inventory of office supplies and medical forms, ensuring availability for daily operations.
- Trained new staff on front desk procedures and software usage to enhance team efficiency.
- Ensured compliance with health regulations and infection control protocols within the facility.
- Answered incoming calls, responding to inquiries from patients and other medical offices.
- Checked patients in and out for appointments and collected co-payments.
- Called patients to confirm scheduled appointments and obtain additional details.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Greeted and checked in patients, updating patient information in computer system.
- Prepared charts for new patients, ensuring all necessary forms were completed correctly.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
Dispatch Coordinator
Nationwide Towing
Melbourne
03.2022 - 10.2022
- Plan and dispatch trucks in accordance with customer timeframes and workloads.
- Responding to incoming calls with exceptional level of customer service.
- Proactively maintaining a positive can-do relationship with customers and drivers.
- Finding common ground with Tow Truck Operators (TTOs).
- Attend to emails for job bookings and or quotes in a timely manner.
- Ensure timely manner of job allocation in consultation with the other team members.
- Support customer service queries and providing updates and ETAs.
- Managing and handling all customer enquiries, quotes, and job bookings.
- Effectively allocating jobs to Tow Truck Operators.
- Assist callers in identifying needs and providing appropriate solutions.
- Outbound phone calls and emails required to verify customers information.
- Build a report with new and enhance the relationship with existing customers.
- Nationwide Group
- Kept customers informed of service trucks' whereabouts and expected time of service.
- Coordinated and monitored daily delivery routes to ensure timely completion.
- Tracked real-time location of vehicles using GPS technology.
- Monitored phone queue, supported emails and retrieved inbound support faxes.
- Monitored driver performance in terms of timeliness and safety regulations compliance.
Customer Service Call Center Representative
Dormakaba Australia
Melbourne
07.2021 - 02.2022
- Managed high volumes of inbound customer calls, ensuring prompt service and issue resolution.
- Provided detailed product information to assist customers in making informed decisions.
- Resolved complex customer inquiries by researching and providing tailored solutions.
- Collaborated with team members to streamline processes and improve service delivery.
- Conducted follow-up calls to ensure customer satisfaction and address remaining concerns.
- Maintained a positive rapport with customers to encourage repeat business and loyalty.
- Utilized CRM software to track customer interactions and manage service requests efficiently.
- Handled escalated customer complaints with professionalism and empathy.
- Monitored service metrics to identify areas for improvement and enhance customer experience.
- Provided technical support to customers regarding product usage and troubleshooting.
- Ensured compliance with company policies and procedures during all customer interactions.
- Resolved customer complaints quickly and efficiently.
- Provided accurate information about products or services to customers.
- Maintained up-to-date knowledge of company products and services.
- Maintained confidentiality of sensitive customer information at all times.
- Answered incoming customer calls promptly, providing courteous and professional service.
- Collaborated with other departments to resolve complex customer inquiries.
- Responded to customer emails and live chats regarding product information and services.
- Assisted customers with product inquiries, orders, and complaints in a timely manner.
Customer Support Operator
13CABS
Melbourne
02.2019 - 12.2020
- Managing high volumes of calls 150 - 170 per day.
- Meeting KPI's.
- Fast and accurate Data Entry.
- Assisting customers with enquiries.
- Allocating cab drivers.
- 24/7 shift work.
- Live cab tracking via google maps.
Administration
Dentsply Sirona
Melbourne
04.2017 - 01.2019
- Coordinated daily office operations, ensuring smooth workflow and adherence to deadlines.
- Assisted in the preparation and organization of documents for meetings and presentations.
- Managed scheduling of appointments and meetings for team members effectively.
- Maintained accurate data entry for patient records and administrative documentation.
- Monitored and ordered office supplies to maintain inventory levels for efficient operations.
- Provided administrative support for travel arrangements, including flight and accommodation bookings.
- Organized and supported meetings by preparing agendas, taking minutes, and following up on action items.
- Executed daily office maintenance tasks, ensuring a clean and organized work environment.
Call Centre
Melbourne
12.2016 - 04.2017
- Inbound Customer Service
Call Centre (Customer Service Rep/Administration)
Ticketmaster
Melbourne
03.2013 - 12.2015
- Booking enquiries via phone/email/live chat.
- Handling client services emails.
- Deligating emails out too team.
- Processing orders using AX system.
- Faxing clients.
- Invoicing.
- Handling warehouse picks.
- Making outbound phone calls to clients.
- Communicating with clinic specialist (sales reps, warehouse workers).
- Handling inbound calls (when needed to fill in).
- Warehouse communication.
- Handling online quires through online website.
- Handling high volumes of calls (80-110).
- Booking online tickets for events, concerts etc.
- Handling online payments.
- Emailing/faxing.
- General enquiries.
- Upselling events.
- Processing orders online.
Education
First Aid And CPR -
Australia Wide First Aid Cairns
09.2024 - 09.2024
25/07/2024 - Mental Health First Aid
Mental Health First Aid Australia
07.2024 - 07.2024
Certificate II -
Certificate II in Administration
Certificate II -
Certificate II in Customer Service
Certificate II -
Certificate II in Customer Contact
Certificate II -
Certificate II in Business Administration
Skills
- Administration skills
- Computer literate
- Familiar with Microsoft Packages (Teams, Outlook, Word, PowerPoint, Excel)
- Familiar with SAP
- Familiar with CRM
- Familiar with MYOB
- Familiar with Best practice
- Medical billing
- Patient scheduling
- Healthcare software
- Customer relationship management
- Data entry
- Appointment coordination
- Effective communication
- Time management
- Team collaboration
- Attention to detail
- Problem solving
- Staff management
- Personable and approachable
- Problem-solving
- Billing processing
- Health record management
- Data entry accuracy
- Cultural sensitivity
- Call center operations
- Multitasking and organization
Availability
I am available to start immediately and can work extra shifts and overtime if needed.
References
Available upon request
Personal Information
Date of Birth: 09/23/91
Timeline
Customer Service Officer
Far north queensland x-ray
09.2025 - Current
First Aid And CPR -
Australia Wide First Aid Cairns
09.2024 - 09.2024
25/07/2024 - Mental Health First Aid
Mental Health First Aid Australia
07.2024 - 07.2024
Medical Administration Fulltime
One Health Clinics Australia
08.2023 - Current
Casual Medical Receptionist
Cairns 24hr Medical Centre
01.2023 - 08.2023
Dispatch Coordinator
Nationwide Towing
03.2022 - 10.2022
Customer Service Call Center Representative
Dormakaba Australia
07.2021 - 02.2022
Customer Support Operator
13CABS
02.2019 - 12.2020
Administration
Dentsply Sirona
04.2017 - 01.2019
Call Centre
12.2016 - 04.2017
Call Centre (Customer Service Rep/Administration)
Ticketmaster
03.2013 - 12.2015
Certificate II -
Certificate II in Administration
Certificate II -
Certificate II in Customer Service
Certificate II -
Certificate II in Customer Contact
Certificate II -
Certificate II in Business Administration