Kristen Peace
Adelaide
Summary
I am a New Zealand native who relocated to Australia in 2013 to immerse myself in my mother’s heritage and pursue compelling opportunities in a new environment. During my leisure time, I am an avid explorer of the outdoors and devoted to spending quality moments with my pets. Constantly seeking new adventures, whether discovering unexplored locations, acquiring new skills, or fostering connections with diverse individuals, I also engage in pet sitting to assist owners in need of reliable care for their animals. I thrive on challenges, adapting seamlessly to new environments and I approach my work with meticulous attention to detail and a professional demeanor. Open to constructive feedback and dedicated to personal and team growth, I am driven by a passion for continuous improvement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Contact Officer
The Department of Veterans’ Affairs
02.2023 - Current
- Demonstrate empathy towards individual client circumstances and consistently exhibit customer service and professionalism
- Take account of the special nature of veteran experiences and the challenges of the veteran community
- Respond quickly, accurately and sensitively to client matters
- Interact with clients in a fair and impartial manner in accordance with DVA Service Charter
- Provide appropriate internal and external referrals for clients for escalation to Triage & Connect or Security team
- Provide assistance to make it easy to do business with the department, including providing information relating to digital services, self-service and other on-line services
- Adhere to Confidentiality and Privacy Guidelines and Principles at all times
- Consistently adhere to your schedule and aim to achieve a 90% rate of schedule conformance
- Meeting telephony, processing service standards and quality assurance expectations
- Call average handle time and after call work within target range of 4-6 minutes
- Consistently processing 3-4 items per scheduled hour
- Regular completion of PARS reports and follow up of outstanding work items.
Veterinary Nurse
Hawthorn Vet Clinic
10.2022 - Current
- Assisted and monitored daily routine surgeries
- Operated and maintained an autoclave to ensure sterility
- Performed TPRs for hospital patients and monitored them during their stay
- Completed daily courtesy follow-up phone calls for patients that had surgeries/examinations to ensure no health concerns from their owners
- Building rapports with clients to ensure the relationship standard was highly maintained
- Performed nursing cleaning duties on a daily basis
- Managing incoming and outgoing calls on multi-line phones
- Prepared medications under a veterinarian’s supervision
- Responding to client’s emails and enquiries
- Ordering personalised patient health products/food for our clients.
Veterinary Nurse
Adelaide Bird & Exotics Vet Centre
05.2022 - 10.2022
- Operated and maintained the autoclave
- Scrubbed instruments
- Assisted with hospital patients
- Performed critical care feedings
- Managed incoming and outgoing calls on multi-line phones
- Helped our animal attendants with our boarding animals
- Cleaned and prepared cages
- Performed follow-up phone calls from surgeries
- Confirmed appointments for the following day
- Organised surgery forms for the following day
- Assisted with incoming wildlife
- Administered medications to patients
- Prepared food and medications for patients
- Answering client emails
- Performed nursing cleaning duties
- Restocking and maintaining consult, surgery, pharmacy rooms
- Prepared medications
- Completed nurse discharges from surgeries
- Operated the ultrasonic cleaner
- Handled and assisted in restraining small animals, reptiles and birds with procedures and treatments
- Prepared urine and blood tests for the Veterinarian to interpret.
Medical receptionist
Benson Radiology
10.2021 - 05.2022
- Prioritised incoming patients by degree or injury or illness
- Efficiently answering phone calls, creating appointments and liaising with referring practices
- Following up on missing information on referral forms
- Registering and invoicing patients which has given me an understanding of Medicare billing
- Opening and closing the branch
- Maintaining the cleanliness and professionalism of the waiting area/rooms
- Completed end of day banking tasks
- Organised and prepared files ready for courier collection.
Sales representative
Pet stock Darwin
07.2020 - 09.2021
- Ongoing customer service on the shop floor, behind the cash register and via the store main phone line
- Worked and rotated incoming stock efficiently
- Scanned incoming stock pallets in preparation for restocking on the shop floor
- Operated a cash register
- Completed backorders for customers when requested special stock
- Maintained the store cleanliness and presentation
- Fed and cared for the store animals, looked for illness and treated if required on a daily basis
- Assisted the groomer when needed for nail trims and wash/blow dries
- Opened and closed the store, including but not limited to counting tills, cleaning and preparing the shop floor
- Updated invoices.
Customer Service Representative
Stramit Building Products
09.2018 - 06.2020
- Managed incoming quotations and orders
- Organised and booked transport for incoming and outgoing deliveries to customers
- Worked a high level of customer service with all client interactions
- Placing purchase orders for personalised orders
- Handled all incoming phone lines with a professional manner.
Administration
Bunyarra Medical Clinic
01.2016 - 09.2018
- Input documents into the records management system
- Prioritised incoming patients by degree, injury or illness
- Screened and sorted incoming mail, faxes, and deliveries and routed them to the appropriate personnel
- Managed inventory by restocking office supplies and placing purchase orders
- Performed general office duties which include but are not limited to, answering multi-line phones, rerouting calls and messages to appropriate staff, greeting the public, typing, proofreading, filing, sorting and handling incoming and outgoing mail
- Outsourced and located medical records for appointments and incomplete patient charts.
Delicatessen
One stop Foodland
11.2014 - 01.2016
- Organised and prepared orders to meet customers’ requirements
- Responded to telephone inquiries regarding available products and services
- Provided exceptional customer service on a daily basis
- Maintained a calm and professional demeanor at all times, especially during peak hour business periods
- Opened new inventory and rotated stock.
Sales Person
Target
05.2013 - 01.2015
- Operated a cash register
- Maintained the shop floor cleanliness and ensured stock was presentable
- Attended and assisted customers in the changing room area
- Performed refunds and laybys
- Worked new incoming stock on the shop floor
- Provided ongoing customer service throughout the store
- Handled incoming phone lines.
Education
New Zealand NCEA Level 1 -
Cambridge High School
Skills
- Triaging Clients
- Time management
- Works well under pressure
- High standard cleanliness
- Answering incoming/outgoing calls in a professional manner
- Resilience in difficult or high stress situations
- Fast learner
- Analytical Thinking
- Excellent at multitasking
- Attention to detail
- Customer Service skills
- Building and maintaining rapport
- Organisational skills
Certification
- Certificate III in Business (ACM30117)
- Certificate III in Animal studies (BSB30115)
- Certificate of completion for Mad Paws pet sitter success course
- Current DHS working with children check
- Can provide a current police check if required for both AUS/NZ
- GPA Accreditation plus webinar Certificate of participation ‘Telephone techniques’
- GPA Accreditation plus webinar Certificate of participation ‘Triage’
References
- Danielle Storer, Store Manager, Pet stock Darwin, 0401758607, daniellestorer@hotmail.com
- Jacqui Johnson, Practice Manager, Hawthorn Veterinary Clinic, 0417 822 321, Jacqui.johnson@hawthornvet.net.au
- Vicki Fox, Operations Manager, The Department of Veterans’ Affairs, (08) 8290 0211, Vicki.Fox2@dva.gov.au
Timeline
Client Contact Officer
The Department of Veterans’ Affairs
02.2023 - Current
Veterinary Nurse
Hawthorn Vet Clinic
10.2022 - Current
Veterinary Nurse
Adelaide Bird & Exotics Vet Centre
05.2022 - 10.2022
Medical receptionist
Benson Radiology
10.2021 - 05.2022
Sales representative
Pet stock Darwin
07.2020 - 09.2021
Customer Service Representative
Stramit Building Products
09.2018 - 06.2020
Administration
Bunyarra Medical Clinic
01.2016 - 09.2018
Delicatessen
One stop Foodland
11.2014 - 01.2016
Sales Person
Target
05.2013 - 01.2015
New Zealand NCEA Level 1 -
Cambridge High School
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