KIM MATTHEWS
Bendigo,Australia
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Concierge Officer
Integrated Living Australia
07.2024 - 07.2025
- Delivered exceptional customer service as a Concierge Officer at Integrated Living Australia, ensuring client satisfaction and addressing diverse needs promptly and professionally.
- Assisted clients with admissions and onboarding processes, streamlining the journey from initial contact to full service engagement.
- Accurately managed data entry tasks, maintaining streamlined and error-free records essential for operational efficiency.
- Created and maintained spreadsheets, effectively organising data to support reporting and team collaboration.
- Utilised CRM systems proficiently to track client interactions, manage relationships, and optimise service delivery workflows.
- Applied industry-relevant certifications (Certificate I-IV) to enhance client experience while adhering to best practices in customer engagement and administrative duties.
Owner/Operator
Caravan Genius-Bendigo
11.2019 - 04.2025
- Successfully operated and managed a business specialising in towing and transportation of caravans, trailers, boats, horse floats, and other vehicles, ensuring safe and efficient service delivery.
- Drove and towed customer-owned vehicles with precision and care, providing tailored solutions to meet unique client requirements.
- Provided exceptional customer service through careful handling of transported items, building trust and fostering long-term client relationships.
- Delivered services across multiple locations, demonstrating a high level of reliability, adaptability, and meeting strict deadlines under varying conditions.
- Ensured full compliance with road safety regulations, vehicle maintenance standards, and operational protocols to uphold safety and professional standards.
- Independently managed all aspects of the business operations, showcasing exemplary organisational skills, attention to detail, and personal accountability for outcomes.
Customer Service Specialist
Probe Group Pty Ltd Australia
06.2021 - 12.2024
- Responded to inbound enquiries on the Business Victoria Covid Hotline, providing accurate information regarding restrictions, grants, and general assistance during the pandemic.
- Contributed to the pilot program of The Sick Pay Guarantee (Victorian Trial) by auditing applications and claims, meticulously assessing the legitimacy of provided documents to ensure compliance and accuracy.
- Provided empathetic and professional support on the My Aged Care line, addressing inquiries about services and assessments to assist clients in navigating available resources effectively.
- Maintained a high level of customer service by proactively identifying client needs and delivering tailored solutions in fast-paced environments.
- Ensured strict adherence to confidentiality and regulatory guidelines while managing sensitive information across multiple programs.
- Collaborated effectively with teams across various initiatives, demonstrating flexibility in adapting to changing priorities and responsibilities.
Administration Assistant/Customer Service
Bendigo Jockey Club
08.2014 - 09.2019
- Managed telephone duties, including receiving and directing calls, to ensure effective communication within the organisation.
- Performed comprehensive office administration tasks, contributing to the efficient operation of daily activities.
- Oversaw membership renewals by maintaining accurate records and providing exceptional customer service to club members.
- Delivered high-quality bar tending and waiting services in various settings, including events and functions, demonstrating adaptability and professionalism.
- Coordinated function bookings and facilitated function set-up, ensuring smooth execution of special events.
- Handled sales transactions and cash management accurately while maintaining compliance with cash handling procedures.
Administration Assistant
Australian Sheep Breeders Association
05.2017 - 04.2018
- Managed membership renewals and ensured accurate processing, maintaining up-to-date records for the Australian Sheep Breeders Association.
- Provided exceptional customer service by handling inbound inquiries and addressing member concerns effectively.
- Trained and onboarded new staff to ensure seamless integration into administrative processes and organisational culture.
- Identified and resolved operational issues through proactive problem-solving, enhancing efficiency in day-to-day activities.
- Accurately performed data entry tasks, ensuring high-quality standards and minimal errors in recordkeeping.
- Contributed to the smooth running of administrative operations by supporting various teams and maintaining structured workflows.
Customer Service
Brumby's
08.2012 - 12.2013
- Delivered exceptional customer service by addressing diverse customer needs and ensuring satisfaction in a fast-paced food retail environment.
- Managed food handling procedures, adhering strictly to health and safety standards to maintain product quality and hygiene.
- Merchandised products effectively, ensuring an appealing store layout to maximise sales opportunities and enhance the customer shopping experience.
- Monitored inventory levels to ensure optimal stock placement, reducing potential shortages or overstocking issues.
- Maintained a clean and organised workspace, contributing to overall efficiency and a welcoming atmosphere for customers.
- Collaborated with team members to streamline operations and support the smooth running of daily store activities.
Acting Front of Store Manager
Bakers Delight
11.2010 - 09.2012
- Oversaw daily front-of-store operations, ensuring efficient food handling practices and compliance with safety standards.
- Managed product merchandising, optimising displays to enhance customer appeal and drive sales.
- Ensured accurate cash handling practices, reconciled daily takings, and completed banking procedures promptly.
- Prepared staff rosters tailored to operational needs while managing wages within budgetary constraints.
- Delivered exceptional customer service by addressing client concerns and fostering a welcoming shopping experience.
- Supported team performance through hands-on leadership and consistent communication of objectives and expectations.
Carer Support Worker
Australian Home Care Services
01.2003 - 12.2010
- Provided specialised care and support to individuals with quadriplegia, ensuring personalised attention and adherence to care plans.
- Delivered high-quality disability care services, fostering independence and enhancing the quality of life for clients.
- Assisted clients with daily living activities, including personal hygiene, meal preparation, mobility assistance, and medication management.
- Maintained accurate documentation of client progress, needs, and activities to effectively communicate with healthcare professionals and family members.
- Built strong relationships with clients and their families through compassionate communication and consistent support.
- Ensured a safe and supportive environment by following health and safety guidelines while respecting client dignity and privacy.
Registered Nurse Division 2
Chancery House
01.1997 - 12.1999
- Delivered patient care in surgical wards, ensuring adherence to clinical policies and procedures, resulting in improved patient outcomes through high-standard practices.
- Provided radiology nursing support by preparing patients for diagnostic imaging procedures and assisting in maintaining a smooth workflow within the department.
- Worked collaboratively with multidisciplinary teams within the psychiatric ward to deliver compassionate mental health care, contributing to overall team effectiveness and patient wellbeing.
- Ensured strict compliance with healthcare facility policies and evidence-based guidelines to maintain safety and quality standards across all wards.
- Actively participated in team-based approaches to care, fostering strong professional relationships while optimising patient support and satisfaction.
- Adapted quickly to changing priorities across varied settings (surgical, radiology, psychiatric), showcasing versatility and commitment to patient-centred care.
Education
Certificate IV - Nursing
Bendigo, VictoriaCertificate III - Business Administration
Alfie, NSWCertificate IV - Micro Business
Bendigo, VictoriaCertificate IV - Pathology and Specimen Collection
CRI, Melbourne VictoriaSkills
- Proficient in managing multiple tasks
- Thoroughness in work processes
- Clear interpersonal communication
- Upholding privacy standards
- Collaborative relationship building
- Effective team collaboration
- Service excellence
- Skilled in prioritizing concurrent responsibilities
- Effective problem resolution
- Strong focus on accuracy
- Prioritization and scheduling
- Independent goal achievement
- Skilled in resolving conflicts
- Effective written communication
- Experienced in office management
- Customer service expertise
- Data entry accuracy
- Administrative support
- Detailed account reconciliation
- Proficient in Microsoft Office Suite
- Detail-oriented data management
- Engaged listening
- Problem-solving skills
- Conflict resolution
- Effective relationship management
- Client support experience
- Proficient in computer applications
- CRM expertise
- Strategic prioritization
- Customer service
- Data entry
- Critical thinking
- Active listening
Certification
- Certificate III in Business Administration
- Certificate IV in Micro Business
- Certificate IV in pathology (Incorporating Medical Terminology)
Languages
English
Native or Bilingual
Timeline
Concierge Officer
Integrated Living Australia
07.2024 - 07.2025
Customer Service Specialist
Probe Group Pty Ltd Australia
06.2021 - 12.2024
Owner/Operator
Caravan Genius-Bendigo
11.2019 - 04.2025
Administration Assistant
Australian Sheep Breeders Association
05.2017 - 04.2018
Administration Assistant/Customer Service
Bendigo Jockey Club
08.2014 - 09.2019
Customer Service
Brumby's
08.2012 - 12.2013
Acting Front of Store Manager
Bakers Delight
11.2010 - 09.2012
Carer Support Worker
Australian Home Care Services
01.2003 - 12.2010
Registered Nurse Division 2
Chancery House
01.1997 - 12.1999
Certificate III - Business Administration
Certificate IV - Micro Business
Certificate IV - Pathology and Specimen Collection
Certificate IV - Nursing
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