Jayeshlin (Jaya) Pellegrino
Tahmoor,NSW
Summary
Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Scheduling Specialist
CatholicCare Sydney
03.2022 - 10.2023
- Increased schedule adherence through consistent monitoring and real-time adjustments as needed.
- Acted as first point of contact and set appointments for prospective clients.
- Called customers to coordinate schedules and set appointments.
- Maintained accurate records of employee attendance, time-off requests, and other relevant scheduling data for efficient tracking purposes.
- Documented calls and appointments using DataCenter.
- Resolved scheduling conflicts promptly, minimizing disruptions to daily operations.
- Streamlined communication between departments by serving as a liaison for scheduling-related inquiries and concerns.
- Collaborated with management to identify staffing needs and allocate resources accordingly, optimizing workforce utilization.
- Optimized shift coverage during peak periods by analyzing historical data trends and adjusting staff allocations accordingly.
- Developed strong relationships with employees, fostering an atmosphere of trust that facilitated open dialogue about scheduling preferences or concerns.
- Reduced employee turnover rates by considering individual preferences and work-life balance when creating schedules, resulting in improved job satisfaction.
- Established rapport with callers to build loyalty and support retention goals.
- Continuously updated knowledge of industry best practices for workforce management and implemented strategies that positively impacted overall productivity levels.
- Reduced overtime costs through effective workload distribution and proactive schedule adjustments.
- Established clear expectations regarding punctuality, attendance, call-outs or tardiness through effective communication of company policies and procedures.
Care Coordinator - Aged Care (Home Care Packages)
Focus Care Australia
03.2021 - 03.2022
- In this role, I was capable of gaining the required experience that provided me the opportunity to be successful for a Care Coordinator role within Focus Care Australia
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
- Enhanced patient care by developing and implementing comprehensive care plans.
- Monitored progress towards patient goals, adjusting care plans as needed to achieve desired results.
- Consulted with potential clients and determining their needs from lead calls.
- Knowledgeable about health care practices
- Developed a care plan to address their personal health care needs
- Assist the care team with developing and assessing health interventions
- Treat patients with empathy and respect and conduct oneself in a professional manner
- Comply with organizational guidelines and health care laws and regulations
- Good verbal and written communication skills
- Strong analytical thinking and ability to handle multiple tasks concurrently
Customer Service Officer
Focus Care Australia
07.2020 - 03.2021
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Responded to customer calls and emails to answer questions about products and services.
- Managing large amounts of incoming calls and email enquiries
- Answering detailed product and service questions
- Identifying and fulfilling customer needs to achieve satisfaction
- Handling complaints, providing appropriate solutions and alternatives
- Strong written and verbal communication skills
- Ability to multitask, prioritise and manage time effectively
- Ability to retain and recall important information
- Capacity to work independently and proactively
- High aptitude for following communication guidelines, procedures and policies
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Completed data entry to record call notes, suggestions and questions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
Administrator Coordinator
Focus Care Australia
06.2020 - 11.2020
- Provided exceptional customer service to both internal and external clients, resolving issues promptly.
- Assisted in the recruitment process by screening candidates, scheduling interviews, and conducting reference checks.
- Working on skills related to performing specific job tasks, also ass with interpersonal skills necessary in the workplace
- Assisted clients with queries about their services on the day or future services
- Displayed exceptional communication and interpersonal skills, excellent organizational and time management skills
- Scheduling appointments for clients to accommodate their needs and requirements
- Providing clients with accurate information in plain English, tailoring to each individual's specific communication capabilities
- Produce, and verify the accuracy of information according to priorities to prepare source data for computer entry
- Review all data for inadequacy or errors, correcting any incompatibilities if possible and check for outcome
- If required, investigate and or obtain further information for incomplete documents
- Prioritise and accurately input all relevant invoices for NDIS (Agency-managed – NDIA) clients
- Achievements: Competency to adhere to regulations and policies within the disability services sector, while delivering exceptional and consistent client focused service within the disability services framework
- Along with completing internal administration tasks, reports and invoices, while maintaining confidentiality with sensitive client information at all times.
- Ensured compliance with company policies by maintaining accurate employee/client records and documentation.
- Implemented a more efficient filing system that improved document retrieval times significantly.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Interacted with customers by phone, email, or in-person to provide information.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Edited documents to improve accuracy of language, flow, and readability.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Job Coach
AtWork Australia
02.2020 - 06.2020
- Successfully assisted clients with disabilities in helping choose a pathway suited to their needs and capabilities in either employment or education pathway, that led to employment.
- Demonstrated outstanding communication and interpersonal skills, excellent organizational and time management skills.
- Communicated effectively with clients to understand their goals and ambitions.
- Assisted clients to discover and overcome their personal barriers and set goals for their future.
- Provided coaching in effective job search techniques
- Achievements: Ability to adhere to regulations and standards within the disability services sector, whilst providing consistent client focused service within the disability services framework whilst completing internal tasks, reports and requirements
- Also maintaining confidentiality and discretion with sensitive client information at all times.
- Monitored client progress and adjusted job coaching strategies to meet needs and navigate challenges.
- Cultivated strong relationships with community organizations and resources to provide additional support services for clients when needed.
- Offered ongoing support to clients throughout their job search process, leading to increased levels of motivation and self-confidence.
- Monitored and tracked client progress through consistent follow-up sessions, adjusting strategies as needed to ensure continued success in achieving employment goals.
- Established a supportive environment for clients, conducting regular check-ins to address any concerns or obstacles during job search process.
- Increased clients'' interview skills through comprehensive mock interviews and constructive feedback sessions.
- Provided ongoing guidance and support to clients throughout job search and onboarding process.
- Developed and maintained relationships with community resources to support job coaching.
- Offered ongoing support to clients throughout their job search process, leading to increased levels of motivation and self- confidence.
Banking Service Advisor
National Australia Bank
06.2019 - 01.2020
- In this role I work independently in a high-volume call centre and when required collaboratively with my team to ensure high level customer service within the while demonstrating professional and ethical conduct within policy and procedure, and banking legislation
- Delivering high volume robust customer service in a KPI based environment
- Coordinating multiple customer enquiries to appropriate departments
- Confidentially guiding customers through the complexities of banking and seeking opportunities to offer suitable banking options
- Committing to first call resolution methodology, allowing for robust outcomes and efficiencies
- Scheduling appointments with customers to accommodate their schedules
- Provide customers accurate information in plain English, and tailoring to audience specific communication
- Demonstrating empathy and professionalism while managing challenging customer cases and or behaviours
- Adhering to Corporate Principles, Compliance Standard, Code of Conduct and Banking Code of Practice
- Achievements: Providing consistent customer focused service within the banking framework whilst completing internal tasks, reports and requirements
- Maintaining confidentiality and discretion with sensitive customer information at all times.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
Data Entry Operator
Randstad
03.2019 - 05.2019
- Transferring customer information from forms to account data by inputting text based and numerical information from source documents within given timeframes
- Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry
- Review data for deficiencies or errors, correct any incompatibilities if possible and check output When required, research and or obtain further information for incomplete documents
- Apply data program techniques and procedures
- Generate reports, store completed work in designated locations and perform backup operations
- Scan documents and print files, when needed Keep information confidential
- Respond to queries for information and access relevant files
- Comply with data integrity and security policies
- Ensure proper use of office equipment and address any malfunctions
- Achievements: Providing accurate and timely data, allowing for quick review and turnaround times
- Maintaining discretion and confidentiality at all times.
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected data entry errors to prevent duplication or data degradation.
Education
Bachelor of International Studies - International Relations
University of Wollongong
Wollongong, NSW01.2018
Bachelor of Business/Bachelor of Government And IR - International Studies
Griffith University
Nathan, QLD01.2016
Skills
- Mentorship
- Relationship-building
- Active listening
- Ethics
- Calendar management
- Multitasking
- Microsoft Office Suites
- Call centre experience
- Customer Focus
- Data Entry
- Complaint Handling
- Customer Support
- Customer relations skills
Certification
- ICA10105 Certificate I in Information Technology
- BSB20107 Certificate II in Business
- SITHFAB201 Responsible Service of Alcohol
- SITHGAM201 Responsible Gambling Services
References
References available upon request.
Languages
English
Native or Bilingual
Hindi
Elementary
Timeline
Scheduling Specialist
CatholicCare Sydney
03.2022 - 10.2023
Care Coordinator - Aged Care (Home Care Packages)
Focus Care Australia
03.2021 - 03.2022
Customer Service Officer
Focus Care Australia
07.2020 - 03.2021
Administrator Coordinator
Focus Care Australia
06.2020 - 11.2020
Job Coach
AtWork Australia
02.2020 - 06.2020
Banking Service Advisor
National Australia Bank
06.2019 - 01.2020
Data Entry Operator
Randstad
03.2019 - 05.2019
Bachelor of International Studies - International Relations
University of Wollongong
Bachelor of Business/Bachelor of Government And IR - International Studies
Griffith University
- ICA10105 Certificate I in Information Technology
- BSB20107 Certificate II in Business
- SITHFAB201 Responsible Service of Alcohol
- SITHGAM201 Responsible Gambling Services
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