Summary
Overview
Work History
Education
Skills
References
Personal Information
Timeline
Generic
KATRINA MARU

KATRINA MARU

Edmonton,QLD

Summary

My family and I love the tropical lifestyle that Cairns provides us. We moved here in January 2023 and my plan is to find a service position that motivates and inspires me, where I can be helpful and grow my experience and skills. I pride myself on my ability to connect with people positively and in finding solutions to challenging situations. I am a dependable candidate, successful at managing multiple priorities and always with a positive attitude. I have a willingness to take on added responsibilities to meet team goals.

Overview

21
21
years of professional experience

Work History

SERVICE OFFICER

SERVICES AUSTRALIA
02.2023 - Current
  • Currently working within the Indigenous and Remote space my role is to assist and support members of community to report income, manage finances and attend provider appointments
  • Responsibilities:
  • Assisting customers with often complex enquiries.
  • End to end service.
  • Promoting digital conversations.
  • Clear and respectful customer focused service.
  • Making difficult decisions regarding customers to ensure future compliance.
  • Adhering to strict government guidelines in a transparent and caring way.
  • Contributing positively to team meetings and training.
  • Meeting daily targets in customer service time, transfer rates and schedule adherence.
  • Providing a safe space for fellow staff and team members.
  • Maintaining accurate records and full compliance with government regulations and agency guidelines.
  • Addressing customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Coordinating solutions for high volume customer inquiries while meeting and exceeding performance quotas.
  • Initiating contact with appropriate service providers to request referrals and followed up to confirm appointments.
  • Designing individualized service plans that take into account clients' goals and preferences.
  • Referring clients to appropriate team members, community agencies and organizations to meet treatment needs.
  • Referring families to shelters, legal resources, and educational programs.
  • Administering and tracking client service payments.
  • Assisting in conducting needs assessments to identify key areas of service needs.
  • Improving clients' coping with routine life activities such as food budgeting and rental payments.

MANAGER

PALMWOODS PHARMACY
Palmwoods, QLD
06.2019 - 12.2022
  • After working in both dispensary and front shop I was promoted to Manager to run all aspects of the Pharmacy. My key skills were in customer relations and sales.
  • Responsibilities:
  • Building trust and relationships with customers through care and sincerity.
  • Managing my pharmacy team as well as reassuring the community in often busy and adverse conditions such as COVID - understaffing, stock shortages, public panic , Floods – delivery delays, stranded staff, The inability to find a Full time Pharmacist which meant we were working with a different Locum, often daily.
  • Achieving and often exceeding monthly targets in customer sales and loyalty.
  • Sensitive and confidential prescription and data entry and information.
  • Ordering and receiving stock in both front shop and dispensary to the monthly value of over $100,00. This includes high value medications and bulk discounts.
  • Responding to daily emails in a friendly and prompt manner.
  • Developing and implementing job descriptions for all roles including junior cleaning staff and Pharmacists.
  • Offering advice to match a product to sometimes specific individual needs.
  • Assisting the Pharmacists to run efficient vaccination clinics then claiming through the government portal.
  • Social Media and marketing to increase our brand following throughout the community. this includes posting relevant government legislation regarding rules about COVID, vaccinations and RAT test eligibility.
  • Merchandising, ticketing and catalogue implementation.
  • Sending out monthly accounts in a discreet and sensitive manner.
  • Daily banking and change, stocktake, cleaning.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

PHARMACY ASSISTANT

Terry White Cairns Central
01.2015 - 01.2018

CASUAL PHARMACY ASSISTANT

Priceline Pharmacy Margaret River
01.2013

MANAGER

Mission Beach Pharmacy
01.2007 - 01.2010

FUNCTIONS COORDINATOR

Wembley Hotel
01.2005 - 01.2007
  • Employed to do promotions, I was involved in building a consistent Friday afternoon trade
  • I also took over the role of functions coordinator; selling, booking and preparing private parties, business meetings and major sporting event functions.

FACILITATOR

Teamworks Development Training
01.2003 - 01.2005
  • I worked as a facilitator in the teambuilding workshops
  • Within 6 months I was a head facilitator running the daily programs which often incorporated outdoor activities and extreme sports.

Education

Pharmacy Assisitant

Certificate II And III in Community Pharmacy
The Pharmacy Quild Guild Queensland
2008

Certificate IV Outdoor Sport & Recreation

Teamworks Development Training
2003

Bachelor of Arts - Drama And English Degree

Edith Cowan University
Perth, WA
02.2001

Skills

  • STAFF MANAGEMENT & TRAINING
  • STRONG CUSTOMER RECOGNITION
  • ROSTERING
  • ORDERING
  • LEADERSHIP
  • SENSITIVITY
  • DISCRETION
  • CARE
  • GOAL ORIENTATED
  • TARGET FOCUSED
  • ADAPTABLE
  • HONEST
  • FUN
  • PROBLEM SOLVER
  • LISTENER
  • MULTITASKER
  • EMPATHETIC
  • REGULATORY COMPLIANCE
  • QUALITY ASSURANCE AND CONTROL
  • SECURE STORAGE AND MEDICATIONS

References

  • NADIA PHILIPS, Team Leader
  • ANDREW CHEN, Pharmacist in Charge, 0422215625
  • JODIE KECK, Pharmacist, 0439971322
  • GARY PARKER, Pharmacist, 0406085883

Personal Information

Date of Birth: 09/19/78

Timeline

SERVICE OFFICER

SERVICES AUSTRALIA
02.2023 - Current

MANAGER

PALMWOODS PHARMACY
06.2019 - 12.2022

PHARMACY ASSISTANT

Terry White Cairns Central
01.2015 - 01.2018

CASUAL PHARMACY ASSISTANT

Priceline Pharmacy Margaret River
01.2013

MANAGER

Mission Beach Pharmacy
01.2007 - 01.2010

FUNCTIONS COORDINATOR

Wembley Hotel
01.2005 - 01.2007

FACILITATOR

Teamworks Development Training
01.2003 - 01.2005

Pharmacy Assisitant

Certificate II And III in Community Pharmacy

Certificate IV Outdoor Sport & Recreation

Teamworks Development Training

Bachelor of Arts - Drama And English Degree

Edith Cowan University

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