KERRY NGOC TRAM NGUYEN
Sydney,NSW
Summary
I am a highly motivated and adaptable professional with a passion for people-focused work, personal growth, and meaningful service. I bring experience across retail, support work, and healthcare in roles such as Retail Assistant, Martial Arts Instructor, Student Midwife, and NDIS Support Worker. These roles have strengthened my communication, de-escalation, and interpersonal skills, as well as my ability to support individuals with complex needs in both community and clinical settings. I thrive in fast-paced environments where empathy, initiative, and collaboration are essential.
Overview
9
9
years of professional experience
Work History
Support Worker
Priority Care Disability Australia
03.2025 - Current
- Developed and implemented strategies to support participants through dysregulation, distress, and delusional episodes, maintaining a calm, non-judgmental presence while ensuring safety and dignity.
- Confidently managed complex behaviours, including paranoia, hallucinations, and interpersonal conflict, using de-escalation techniques grounded in empathy and assertive communication.
- Coordinated with allied health professionals, family members, and service coordinators to ensure holistic support planning and consistent service provision.
- Assisted clients with daily living tasks to maintain self-esteem, autonomy, and overall wellbeing.
- Accurately documented shift notes and incident reports, clearly categorising psychosocial behaviours and escalating safety concerns in compliance with reporting standards.
- Remained adaptable under pressure in dynamic home and community settings, responding to shifting needs with discretion, warmth, and professionalism.
Case Manager
EML
03.2024 - 10.2024
- Regularly liaised with internal and external stakeholders, including medical professionals and legal teams, to address complex cases and drive resolution.
- Assessed liability and recovery aspects in accordance with legislative requirements, adapting strategies to meet evolving circumstances.
- Managed rehabilitation and wellness plans in collaboration with providers to deliver customer-focused outcomes.
- Facilitated calm and effective communication with highly triggered customers and stakeholders, resolving conflict through empathy and solution-focused approaches.
- Maintained accurate case documentation to ensure compliance with regulatory standards and confidentiality protocols.
Retail Sales Assistant
Gluestore QVB
01.2023 - 01.2025
- Proficient in fast-paced, high-pressure retail environments, with strengths in proactive stock management, customer service, and floor leadership.
- Adapt communication styles to suit diverse customer needs, ensuring smooth, effective interactions and consistent satisfaction.
- Lead teams to achieve sales targets by delegating tasks, motivating peers, and upholding high performance standards.
- Apply strategic stock prioritisation and efficient selling techniques, while maintaining well-organised backroom operations to drive sales.
- Accurately handle cash transactions, banking procedures, and manage opening and closing responsibilities with reliability and integrity.
Retail Sales Assistant
Platypus Shoes
11.2020 - 12.2023
- Delivered warm, professional front-line service by identifying and responding to individual client needs.
- Consistently met and exceeded performance targets through strong interpersonal and organisational skills.
- Operated POS and booking systems with accuracy, processing payments and transactions securely.
- Maintained stockroom and front-desk organisation, supporting inventory checks and display standards.
- Took responsibility for opening and closing procedures, acting as a reliable point of contact in the absence of management.
- Supported the onboarding and training of new staff, fostering a collaborative and efficient work environment.
Martial Arts Assistant
Hapkido College Australia West Hoxton
01.2018 - 01.2020
- Provided front-line support to students and parents, assisting with enquiries, bookings, and class schedules in a professional and approachable manner.
- Supported instructors in planning and delivering engaging, age-appropriate martial arts classes, contributing to smooth session flow and student satisfaction.
- Maintained a clean, organised training environment by setting up and packing down equipment efficiently before and after classes.
- Adapted communication styles to suit diverse age groups and learning needs, fostering strong rapport with both children and adults.
- Promoted a safe, inclusive, and respectful space by reinforcing class expectations and supporting positive behaviour and discipline.
- Collaborated closely with staff to ensure smooth operations, demonstrating initiative, time management, and teamwork.
Student Midwife
Fairfield Hospital
01.2017 - 01.2019
- Supported patient intake, admissions, and documentation processes in fast-paced clinical settings, maintaining accuracy and confidentiality at all times.
- Collaborated with multidisciplinary teams to coordinate care plans and streamline communication between healthcare professionals and patients.
- Delivered compassionate, culturally sensitive front-line support, adapting communication styles to meet the diverse needs of women and families.
- Assisted in managing schedules, patient records, and handover reports, demonstrating strong organisational and data entry skills.
- Maintained a calm, professional presence in high-pressure environments, providing reassurance and clear communication during sensitive procedures.
- Contributed to a respectful, patient-centred environment by ensuring smooth administrative processes across antenatal, birth, and postnatal care.
Education
Bachelor of Midwifery -
University of Technology Sydney
Sydney01.2019
Skills
Strong administrative and organisational abilities, including accurate data entry, scheduling, and documentation
- Exceptional verbal and written communication skills, with a warm and professional front-line presence
- Adaptable across fast-paced, high-pressure environments, maintaining calm and efficiency under stress
- Proven ability to build rapport with diverse individuals, including clients, patients, families, and professionals
- Skilled in conflict resolution, de-escalation, and empathetic customer service
- Experienced in coordinating with multidisciplinary teams and supporting smooth day-to-day operations
- Committed to confidentiality, compliance, and maintaining high standards of care and service
- Technically proficient with POS systems, CRM tools, and Microsoft Office Suite; quick to learn new systems
Timeline
Support Worker
Priority Care Disability Australia
03.2025 - Current
Case Manager
EML
03.2024 - 10.2024
Retail Sales Assistant
Gluestore QVB
01.2023 - 01.2025
Retail Sales Assistant
Platypus Shoes
11.2020 - 12.2023
Martial Arts Assistant
Hapkido College Australia West Hoxton
01.2018 - 01.2020
Student Midwife
Fairfield Hospital
01.2017 - 01.2019
Bachelor of Midwifery -
University of Technology Sydney
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