Kaitlyn Nixon
Evanston Gardens
Summary
Customer service professional with extensive experience resolving customer issues and enhancing satisfaction. Known for strong team collaboration and ability to adapt to changing needs. Recognized for excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Customer Support Advisor
ECH INC
02.2024 - Current
- Rostering and Scheduling for over 5000 clients.
- Recognized patterns in customer inquiries, suggesting relevant updates to companies processes.
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
- Served as a subject matter expert, mentoring new and existing team members and assisting them in handling complex cases.
- Demonstrated adaptability by quickly learning new software tools and technologies, allowing for seamless transitions between various support systems.
- Participated in regular training sessions to stay up-to-date on industry developments and emerging trends related to support practices.
- Managed high call volume while maintaining a professional demeanor and ensuring first-call resolution.
- Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
- Handled escalated cases skillfully by collaborating with other departments and utilizing available resources to reach agreeable resolutions.
- Promoted a positive work environment by actively contributing ideas during team meetings aimed at enhancing overall productivity.
Resource Coordinator - Team Leader
Royal District Nursing Service
11.2021 - Current
- My previous role as Resource Coordinator Team Leader was a fast-paced leadership role enabling me to build strong professional relationships with key stakeholders of the organization and key stakeholders outside of the organization
- I was responsible for leading a team of 21 Resource Coordinators whose main role Rostering our workforce of Allied Health Clinicians, Nurses, and Personal Support Staff (Care and Domestic Workers) to meet our client demand
- Ensuring we were delivering services in the most optimal way for the business while factoring in client preference and choice
- During my time I had successfully integrated what was Domiciliary Care Personal Support Rostering with RDNS Rostering and found new and improved processes for rostering and scheduling enabling a better experience for both client and staff
- This role saw me managing the day-to-day operation of field staff here in SA
- I am driven by change & process improvement
- My success in my role was supported by my; Positive and energetic attitude, Leadership skills, Organizational skills, Interpersonal skills, Communication skills, Fast acting problem-solving skills, Drive for continuous business improvement, Integrity, Optimization skills, Rostering and Scheduling knowledge, Knowledge of scopes of Allied Health Clinicians, Nurses, and Personal Support, Data Entry skills, Positive team building skills
- Maintained detailed records of all allocated resources, facilitating accurate reporting and forecasting for future projects.
Resource Coordinator
Royal District Nursing Service
03.2019 - 11.2021
- As a Resource Coordinator my main role was to schedule client services into ComCare and roster them into ongoing rosters for staff ensuring that business needs were met whilst balancing client preferences
- I was responsible for data entry and timesheet management alongside ensuring safe return for staff
- This was a very fast paced role with many moving parts
- I was successful in my role as I exerted the below attribute’s
- Balancing the number of staff that are on planned leave at the same time
- Problem solving
- Ability to meet last minute schedule requirements/changes
- Excellent rapport with Staff
- Excellent management skills
- Obtain client and staff confidentiality
- Escalate concerns to my manager
- Balance a heavy and often stressful workload
- Competent with understanding VHC service plans
- Understand client funding and different service deliveries/billing
- Training/providing support and mentorship to new staff
- Liaising with Home Care Package Coordinators regarding complex client needs
- Prioritizing workload
- Understanding and meeting complex clients scheduling needs
Personal Care Worker
Royal District Nursing Service
07.2016 - 03.2019
- As a personal Care worker my day-to-day duties were proving personal care services to vulnerable and complex clients wishing to remain living in their own homes, this included tasks such as feeding, bathing, social support, transportation, medication administration
- My key qualities to my success in this role were my ability to; Work with a changing schedule
- Work alone and unsupervised, as well as in a team
- Ensure a safe environment for clients and other employees
- Maintain client independence and dignity
- Ensure documentation is completed to company standards
- Successfully use ComCare mobile and desktop
- Work safely under pressure
- Handle and dispose of confidential information correctly
- Remain calm in stressful situations
- Apply basic life support
- Report client concerns to appropriate management
Education
High School - drama, English, child studies, food & hospitality, research project
Banksia Park International High School
11.2012
Certificate III in Aged Care & Disability -
Applied Care
06.2016
Skills
- Positive and energetic attitude
- Leadership skills
- Organizational skills
- Interpersonal skills
- Communication skills
- Fast acting problem-solving skills
- Drive for continuous business improvement
- Integrity
- Optimization skills
- Rostering and Scheduling knowledge
- Knowledge of scopes of Allied Health Clinicians, Nurses, and Personal Support
- Data Entry skills
- Positive team building skills
- Complaint handling
- Inbound call answering
- Problem-solving abilities
- Microsoft windows and office
Languages
English
Personal Information
Date of Birth: 10/29/94
Timeline
Customer Support Advisor
ECH INC
02.2024 - Current
Resource Coordinator - Team Leader
Royal District Nursing Service
11.2021 - Current
Resource Coordinator
Royal District Nursing Service
03.2019 - 11.2021
Personal Care Worker
Royal District Nursing Service
07.2016 - 03.2019
Certificate III in Aged Care & Disability -
Applied Care
High School - drama, English, child studies, food & hospitality, research project
Banksia Park International High School
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