Katie Smith
Noraville,NSW
Summary
Recently working in disability and aged care with a background in administration and customer service.
Overview
20
20
years of professional experience
Work History
Disability Support Worker
Support Central Co
Central Coast
05.2023 - Current
- Empower individuals with disabilities to achieve their goals and dreams.
- Promote active participation and inclusion within the community.
- Assist with skill development, social activities, and personalized care plans.
- Advocate for the rights and needs of individuals with disabilities.
- Transport clients to appointments, social events, and other activities as needed.
- Provided assistance in the home environment, including meal preparation and light housekeeping.
- Assist clients with activities of daily living.
- Provide emotional support to individuals with physical or mental disabilities.
Customer Service Specialist
ING
Wyong
01.2022 - 05.2023
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained records of customer interactions, transactions, comments, and complaints.
Team Leader
Lakehaven Court Aged Care Facility
Charmhaven
11.2019 - 12.2021
- Monitor care delivered to clients.
- Planning and innovation.
- Effectively communicating with clients, staff and stakeholders.
- Managing the team.
- Medication administration.
- Risk assessments.
- Roster management.
- Administrative work.
- Ensuring the needs and wants of the clients are met.
- Networking and collaborating with outside service providers and health care professionals.
- Partnering with clients, families and all stakeholders.
- Ordering and ensuring sufficient stock for the facility.
- Infection control.
- Training staff and staff competencies.
Care Support Worker
Lake Haven Court Aged Care Facility
Charmhaven
12.2018 - 10.2019
- Assisting clients with activities of daily living.
- Administering treatments and medications.
- Providing therapies.
- Observations.
- Wound checks and changes.
- Documentation.
Superannuation Customer Service Specialist
Australian Administration Services
Rhodes
01.2004 - 01.2010
- Handle customer enquiries telephonically.
- Research required information using available resources.
- Manage and resolve customer complaints.
- Document all call information.
- Call monitoring and quality control.
- Training and mentoring for new employees.
Education
Mental Health First Aid
Lifeline
02-2024
Administer And Monitor Medications
Australian College of Community Services & Care
06-2021
Certificate 4 - Aging Support -
Australian College Of Community Services & Care
01.2021
Certificate 3 - Individual Support -
LakehaventelephonocallyTafe
01.2018
High School Certificate -
Toongabbie Christian School
01.1996
Skills
- Personal Care
- Elderly, Dementia and Palliative Care
- Administer and Monitor Medications
- First-Aid and CPR
- Team Leadership
- Staff Management
- Training and Mentoring
- Relationship Building
Timeline
Disability Support Worker
Support Central Co
05.2023 - Current
Customer Service Specialist
ING
01.2022 - 05.2023
Team Leader
Lakehaven Court Aged Care Facility
11.2019 - 12.2021
Care Support Worker
Lake Haven Court Aged Care Facility
12.2018 - 10.2019
Superannuation Customer Service Specialist
Australian Administration Services
01.2004 - 01.2010
Mental Health First Aid
Lifeline
Administer And Monitor Medications
Australian College of Community Services & Care
Certificate 4 - Aging Support -
Australian College Of Community Services & Care
Certificate 3 - Individual Support -
LakehaventelephonocallyTafe
High School Certificate -
Toongabbie Christian School
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