Jayla Harrison
Thirlmere,NSW
Summary
Female, 26 years of age, self- motivated.
Experienced in Customer Service/ Retail, Automotive Industry, high administration experience, Disability & Mental Health industry, Child Education Services and the NSW Government.
Currently holding certificate 3 in childcare, a working with children's check and a first aid certificate with additional mental health first aid certificate and training in trauma and suicide prevention.
Reliable, trustworthy and independent with good attention to detail and an amazingly strong drive for achievement.
Willing to work hard within a team to add extra value to a reputable company and achieve the best possible business outcomes.
Overview
9
9
years of professional experience
Work History
Customer Support Officer
NSW Government
12.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Determined hardware and network system issues using proactive troubleshooting techniques.
Operations Support Officer
NSW GOVERNMENT
02.2021 - Current
- Handled escalated complex or high-level issues demanding authoritative decisions or resolution
- Shared feedback on products and services to help customer service team improve company offerings
- Retained customer loyalty, finding best possible solutions for each issue or concern
- Added to knowledge base of process documentation covering diverse customer issues
- Analyzed data from callers' issues to identify service trends
- Followed up with customers to share findings and offer solutions for ongoing inquiries
- Documented information from customers to help determine causes of product or service problems
- Approved or denied coverage claims based on submitted information.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Coached employees through day-to-day work and complex problems.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
Administrative Assistant
Motorcycles Accessories Supermarket MCA
04.2020 - 02.2021
- Prepared and balanced account transactions for accurate reporting
- Created new accounts and entered information into Customer Relationship Management (CRM) system
- Directed calls based on query type to streamline support
- Helped maintain office organization for aesthetic appeal and easy access to supplies
- Fulfilled ad-hoc requests to support inventory control.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Assisted coworkers and staff members with special tasks on daily basis.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Liaised between clients and vendors and maintained effective lines of communication.
Administration Assistant
The Unleashed Collective
04.2020 - 12.2020
- Stayed on top of tracking procedures, updating databases and excel spreadsheets
- Assisted with projects, including organizing physical and digital files for proper tracking and required recordkeeping
- Promoted productivity by handling all administrative tasks, including schedules and correspondence
- Contributed to successful business operations by keeping documents and files organized
- Supported marketing efforts with innovative ideas and clerical support
- Enrolled students/ clients into preferred courses
- Create powerpoints present in a class setting.
Support Worker
Soteria Independent living
01.2019 - 04.2020
- Acknowledged client issues and resolved their problems quickly and efficiently
- Helped clients with emotional or behavioral issues
- Referred clients to specialty mental health services
- Facilitated healthy relationships between clients and other team members
- Promoted data accessibility by developing and maintaining organized systems for both digital and hardcopy documentation/client files
- Basic administration duties.
Administrative Clerk/ Pre-Delivery
Peter Warren Automovtive
06.2018 - 01.2019
- Determining the guests needs and communicating these to the workshop, to fix it right the first time and deliver the vehicle on time
- Advising guests on the progress of their vehicle
- Gaining authorisation for extra work
- Providing superior guest service
- Ensuring all paperwork and dealership documents are kept and completed, accurately and promptly
- Establishing and maintaining professional working relationships with all Staff, ensuring building on a positive culture
- Work with Both Sales and Service staff on a daily basis
- Managed data entry, scanning documents and inputting specific pieces of information to update files
- Handled telephone calls each day, answering questions, making appointments, and collecting messages.
Cashier Stocker
IGA
12.2015 - 01.2018
- Kept work areas clean, neat and organized for maximum productivity
- Accepted customer payments, and made change when necessary
- Greeted customers promptly
- Described products and services in detail
- Interacted in a pleasant and friendly way with store guests
- Performed duties such as mopping, organizing shelves, and marking prices.
Childcare Educator
Katies Kindergarten
01.2016 - 12.2017
- Supervised and guided students toward good behaviors and opportunities for learning
- Minimized spread of infectious diseases by using proper cleaning and sanitation protocols
- Encouraged children to create, explore, and learn with confidence by maintaining well-kept classroom and using effective group management skills
- Completed certificate 3 studies
- Met needs of children of different ages through developmentally-appropriate activities
- Recorded daily activities, progress, and incidents for director and parent review.
- Enhanced children''s cognitive and social development by implementing age-appropriate activities and games.
- Streamlined daily routines, resulting in increased efficiency and smoother classroom operations.
- Collaborated with parents to address individual child needs and discuss progress reports regularly.
- Established a safe, secure, and inclusive classroom setting where all children felt welcomed and valued.
- Ensured the health and safety of children by consistently monitoring their activities both indoors and outdoors.
- Supported the emotional well-being of each child by providing compassionate care during moments of distress or anxiety.
- Prepared children for a seamless transition to the next level of education by focusing on key foundational skills in literacy, numeracy, and social-emotional development.
- Maintained and fostered positive and constructive interactions with staff, families, and children.
- Applied play-based strategies to provide diverse approaches to learning.
- Taught hand washing and proper use of utensils to promote good hygiene and etiquette habits.
- Encouraged use of technology to support student learning.
Education
Apply First Aid And Resuscitation -
Australian Institute of Learning
2023
TAFE Certificate 3 in Childcare -
01.2018
Mental Health First Aid Certificate -
01.2018
High School Certificate -
Picton High School
01.2015
Skills
- Complaint handling and resolution
- Troubleshooting and problem solving
- Customer fulfillment
- Excellent interpersonal skills
- Enjoy working with people
- Good memory, efficient and speedy
- Good personal presentation
- Remain calm in stressful situations
- Cash handling skills
- Friendly, helpful and patient
- Enthusiastic team member
- Good communication skills
- Able to project a professional manner
- Word processing
- MS Excel, Word, Access
- MS Power Point, Publisher
- Various databases including MYOB
- Microsoft Outlook
Timeline
Customer Support Officer
NSW Government
12.2023 - Current
Operations Support Officer
NSW GOVERNMENT
02.2021 - Current
Administrative Assistant
Motorcycles Accessories Supermarket MCA
04.2020 - 02.2021
Administration Assistant
The Unleashed Collective
04.2020 - 12.2020
Support Worker
Soteria Independent living
01.2019 - 04.2020
Administrative Clerk/ Pre-Delivery
Peter Warren Automovtive
06.2018 - 01.2019
Childcare Educator
Katies Kindergarten
01.2016 - 12.2017
Cashier Stocker
IGA
12.2015 - 01.2018
Apply First Aid And Resuscitation -
Australian Institute of Learning
TAFE Certificate 3 in Childcare -
Mental Health First Aid Certificate -
High School Certificate -
Picton High School