Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Kayla Gonzalez

Cranbourne East,VIC

Summary

Dynamic professional with a proven track record at Monash Health Pathology, enhancing departmental efficiency and patient care through exceptional oral communication and time management skills. Excelled in customer service roles, achieving high satisfaction levels by fostering positive relationships and mentoring teams for improved performance. Demonstrates patience, empathy, and a goal-oriented approach, driving success in fast-paced environments.

Developed leadership and team management skills in fast-paced environment, consistently ensuring efficient operations and team cohesion. Adept at problem-solving, conflict resolution, and performance improvement, with focus on achieving organizational goals. Looking to transition into new field while leveraging transferable skills to contribute effectively.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Pathology Placement

Monash Health Pathology
10.2024 - 10.2024
  • Streamlined departmental workflow by cross-training in various support roles, providing backup assistance when needed.
  • Aided in efficient decision-making through prompt preparation and dissemination of meeting materials for pathology department staff meetings.
  • Collaborated with interdisciplinary teams to ensure coordinated care plans for patients based on accurate diagnostic information from pathology reports.
  • Assisted medical professionals in understanding complex histopathology reports through clear explanation of relevant terminology.

Supervisor

Augustus Gelatery
09.2024 - Current
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Managed high call volume while maintaining exceptional quality standards in line with company expectations.

Customer Service Representative

KFC
01.2021 - 06.2024
  • Maintained customer service standards for department and company at large.
  • Provided excellent customer service, addressing inquiries and resolving issues swiftly.
  • Provided customers with reliable, enthusiastic and personalized customer service.
  • Provided excellent customer service while meeting challenging time goals.
  • Established long-term customer relationships by providing exceptional customer service.

Education

Certificate III - Pathology Collection

All Health Pathology
Narre Warren, VIC
12.2024

Year 12 Graduate - High School

St. Peter’s College
Clyde North, VIC
10.2023

Skills

  • Goal oriented
  • Patience and empathy
  • Excellent customer service skills
  • Exceptional oral communication skills
  • Time Management Competence
  • Friendly, positive attitude

Certification

Certificate 3 in pathology collection and first aid training

Additional Information

I hold a valid driver’s license and have access to a reliable vehicle, enabling me to travel to various destinations as required. I possess a current Working with Children Check, and all my vaccinations are up to date. Additionally, I am an Australian citizen.

Timeline

Pathology Placement

Monash Health Pathology
10.2024 - 10.2024

Supervisor

Augustus Gelatery
09.2024 - Current

Customer Service Representative

KFC
01.2021 - 06.2024

Certificate 3 in pathology collection and first aid training

Certificate III - Pathology Collection

All Health Pathology

Year 12 Graduate - High School

St. Peter’s College
Kayla Gonzalez