Joanne De Simone
L
South Brisbane ,QLD
Summary
I am a personable and compassionate individual with a strong commitment to providing high-quality customer service and support. I have proficient knowledge of best practices in customer service and call handling including the ability to effectively and efficiently de-escalate calls by utilising reflective oral communication, problem-solving and negotiation techniques thus resulting in greater customer satisfaction and retention.
I’m a strong team collaborator with a focus on achieving results and adapting to changing needs by utilising strong interpersonal skills that display empathy and patience. Available for an immediate start.
Work History
Disability Support Worker
Self Employed Service Provider
01.2024 - Current
- Provide assistance in daily living activities.
- Drive client safely to social activities and appointments.
- Develop strong interpersonal relationships with client, earning their trust and respect through consistent empathy and understanding.
- Support client in maintaining a clean living space by assisting with household tasks such as laundry, grocery shopping and meal préparation
- Collaborate with interdisciplinary teams to develop comprehensive care plans, ensuring optimal client wellbeing.
- Participates in ongoing professional development opportunities to stay current on industry best practices.
- Maintains detailed records of client progress, documentation of services and case notes.
- Assists client in accessing housing, financial assistance and other community services
Call Center Representative
13cabs
02.2021 - 01.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Child Safety Officer
Queensland Department of Child Safety
09.2005 - 12.2020
- Safeguarded the welfare of children through consistent monitoring and follow-up visits, ensuring ongoing compliance with safety plans.
- Improved community awareness of child safety issues through organizing and leading educational workshops.
- Fostered a culture of teamwork within the child safety unit, sharing resources and expertise with colleagues to promote better outcomes for families.
- Supported successful transitions for children entering foster care or other alternative placements when necessary for their safety.
- Enhanced child safety by conducting thorough home visits and assessments.
- Evaluated progress toward established goals within safety plans, adjusting strategies as needed based on changing circumstances.
- Increased knowledge of child protection laws and regulations by attending professional development trainings and staying current on best practices.
- Efficiently managed high caseloads while maintaining quality service delivery through effective time management skills.
- Upheld ethical standards in all aspects of work as a Child Safety Officer, ensuring confidentiality and treating families with respect and empathy.
- Collaborated with multidisciplinary teams to develop comprehensive safety plans for at-risk children and families.
- Conducted investigations into reported cases of abuse or neglect, gathering evidence and interviewing all relevant parties.
- Assisted in reunification processes, providing guidance and support to families working towards a safe home environment for their children.
Education
Diploma Of Community Services Management - Family And Community Services
03.2010
Bachelor Of Social Work - Disability Studies
04.2001
Skills
- Creative thinking
- Problem-solving skills
- Customer support
- Data entry
- Call center customer service
- Verbal and written communication
- Appointment scheduling
- Complaint resolution
- Product knowledge
- Building rapport
- Inbound/outbound phone call management
- Training experience
- Product upselling
- Interpersonal skills
- System documentation
- Quality assurance
- Multi-line phone systems
- Document and records management
- De-escalation techniques
Certification
Open Drivers License
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Disability Support Worker - Self Employed Service Provider
01.2024 - Current
Call Center Representative - 13cabs
02.2021 - 01.2024
Child Safety Officer - Queensland Department of Child Safety
09.2005 - 12.2020
TAFE - Diploma Of Community Services Management , Family And Community Services
Queensland University of Technology - Bachelor Of Social Work, Disability Studies
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