Kathryn Edwards

• Customer service assistance through active listening and prompt responses.
• Collaborated with team members to enhance service quality and customer satisfaction.
• Utilised CRM software
• Handled escalated issues
• Answered customer inquiries and provided accurate information regarding products and services.
• Remained calm and professional in stressful circumstances.
• Developed strong customer relationships to encourage repeat business.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Provided exceptional customer service to ensure customer satisfaction.
• Conducted regular follow-up calls with customers after resolving their issues.
• Assisted customers with product inquiries and resolved concerns efficiently.
• Operated forklifts to transport goods within the warehouse efficiently.
• Loaded and unloaded shipments following safety protocols and procedures.
• Conducted regular inspections of equipment and reported maintenance needs.
• Ensured compliance with safety regulations during daily tasks and operations.

Training Courses & Certificate

• Certificate III in Fitting & Machining
• Certificate of Competency Fitting & Turning
• Certificate IV Training & Assessment
• Certificate II in Business
• Australian Sports Commission Gymnastics Coach Level 1
• Mandatory Reporting
• High Risk Work Licence

• Delivered resident assistance within memory care environments using efficient digital task systems.
• Managed cleaning and hygiene practices for residents and clients effectively.
• Implemented infection control protocols while safely handling equipment.
• Facilitated transport of residents during scenic bus trips and community outings.
• Monitored safety conditions for staff, residents, and public spaces.
• Coordinated activities and events aimed at increasing resident satisfaction.

• Led 5–8 person cleaning team, mentored staff
• KPI of staff and room quality (100% on Trip advisor for 4 months straight before I left)
• Managed rostering, guest feedback/complaints, and stock control, ordering (consumable and non consumables)
• Managed the laundry department; stock control, ordering (consumable and non consumables), staff and maintenance
• SA

• Executed complex cleaning tasks for commercial and domestic clients, addressing unresolved issues.
• Managed invoicing and bookkeeping processes to ensure financial accuracy.
• Conducted marketing initiatives to attract new clients and expand business reach.
• Handled phone inquiries while onsite at commercial premises, facilitating effective communication.

• Resolved customer inquiries and problems efficiently.
• Utilized Outlook, Word, and Excel for effective communication and record-keeping.
• Managed concurrent tasks with meticulous attention to detail.
• Supported team members in fulfilling daily operational requirements.
• Set up training rooms and assist with functions in-house and external venues.
• Social media account management.
• Cash and card handling

• Operated industrial dishwasher and conveyor belt for efficient meal preparation.
• Delivered meals to patients, ensuring timely service and satisfaction.
• Collaborated with kitchen staff to maintain high hygiene standards during food handling.

• Executed MIG welding on multi-car carriers and performed repairs efficiently.
• Conducted heavy vehicle and container maintenance to ensure operational readiness.
• Modified trucks and trailers according to customer specifications, enhancing service offerings.
• Facilitated timely completion of projects while adhering to safety standards.

Newport Digital

11 Jun 2012 - 30 Sep 2016 (4 yrs 3 mos)

• Facilitating individual and group training in social media and website training Duties

• Customer service, administration, and help desk.

• Web development (WordPress and Joomla)

• Achievements: In my first year, I built the workplace safety manual, and through that, along with the mystery customer service call, I assisted in winning the Messenger Small Business Award in its second year of entering for the award.

Centrelink Digitisation Scanning Unit

02 Mar 2009 - 30 Sep 2011 (2 yrs, 6 mos)

2009 - 2011 Customer Service Officer – Centrelink Digitisation Scanning Unit - Centrelink Careerlink Recruitment - Adelaide Duties:

• Inbound/outbound calls

• KPIs – Call handling, quality, timeliness • Flexibility with changes to processes and roster

• Data entry and help desk support

• Adherence to processes and procedures

• Monitoring overall staff quality/accuracy and providing valuable feedback.

• Conducted quality checks on structural blueprints for high-rise commercial project. Making notes and editing.
• Provided feedback on missing dimensions and incorrect details in designs.