Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Katherine Golomb

Melbourne,VIC

Summary

Experienced Quality Improvement Specialist with a background in implementing and monitoring quality control systems. Strengths include problem-solving, customer service, effective communication (both written and verbal), and optimizing performance at both an individual and organization level. Previous work involved identifying areas of improvement, providing direct strength-based feedback, designing innovative solutions for enhancing quality and efficiency, and fostering a culture of continuous improvement.

Overview

19
19
years of professional experience

Work History

Quality Improvement Specialist

Triple Zero
Burwood East, VIC
02.2016 - Current
  • Trained personnel on best practices in order to promote a culture of continuous improvement within the organization.
  • Evaluated existing processes and procedures for effectiveness in meeting desired objectives.
  • Identified gaps in internal control systems, developed corrective action plans, and monitored progress towards resolution.
  • Assisted in the development of risk management policies and procedures that adhere to regulatory requirements.
  • Investigated customer complaints regarding service quality issues; documented findings and recommended corrective actions accordingly.
  • Developed and implemented comprehensive strategies to assess, monitor, and improve the quality of services provided.

Ambulance 000 Call-taker

Triple Zero
Burwood East, VIC
02.2016 - Current
  • Provided customer service support, answered questions, and responded to inquiries in a professional manner.
  • Maintained up-to-date knowledge of policies, and procedures.
  • Ensured adherence to company policies regarding privacy regulations.
  • Assisted with training new Call Takers on proper procedures.
  • Identified opportunities to improve processes related to call taking.
  • Utilized problem solving skills to address customer issues quickly and efficiently.
  • Demonstrated strong listening skills when interacting with customers over the phone.
  • Managed high volumes of incoming calls while providing excellent customer service.

Property Manager

Barry Plant Real Estate/Ray White
Croydon, VIC
05.2005 - 05.2010
  • Processed evictions when necessary in accordance with state laws and procedures.
  • Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.
  • Negotiated leases, rental agreements, and other contractual documents related to property management activities.
  • Coordinated with vendors for the procurement of services such as repairs, renovations, landscaping.
  • Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
  • Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
  • Ensured that all rent payments were collected on time by following up with delinquent tenants.

Education

Undergraduate Certificate of Mental Health -

Monash University
Online
11-2022

Certificate III in Public Safety (Emergency Communications Centre Operations) -

Triple Zero
Burwood East, VIC
01-2016

Certificate IV in Small Business Management -

Online
Online
01-2015

High School Diploma -

MLC
Kew, VIC
11-1997

Skills

  • Customer Satisfaction
  • Workflow Optimization
  • Auditing Techniques
  • Process Development
  • Performance Improvements
  • Employee Performance Evaluations
  • Critical Thinking
  • Certified in CPR/AED

Accomplishments

  • 2016 - Received the CEO award for my call-taking during the Thunderstorm Asthma event
  • 2017 - Nominated for Australasian Dispatcher of the Year
  • 2017 - Monthly Performance Award for excellence
  • 2021 - Recipient of the You Made a Difference aware for November
  • 2024 - Recipient of the National Emergency Medal for service during 2019-2020 Victoria brushfire's

Timeline

Quality Improvement Specialist

Triple Zero
02.2016 - Current

Ambulance 000 Call-taker

Triple Zero
02.2016 - Current

Property Manager

Barry Plant Real Estate/Ray White
05.2005 - 05.2010

Undergraduate Certificate of Mental Health -

Monash University

Certificate III in Public Safety (Emergency Communications Centre Operations) -

Triple Zero

Certificate IV in Small Business Management -

Online

High School Diploma -

MLC

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Katherine Golomb