Krystyna Horsten
Tivoli,QLD
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
21
21
years of professional experience
Work History
AO2 Customer Service Officer
Electoral Commission Queensland
2024.02 - 2024.03
- Provided customer service in a courteous and professional manner.
- Maintained accurate records of customer interactions and transactions.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
Support Worker
MULTICAP
2018.02 - Current
- Supporting people with disabilities with social events and holidays, in-home support and community access.
- Managed challenging behaviour from clients in a calm manner by utilising de-escalation techniques.
- Monitored client wellbeing and reported any changes or concerns to relevant staff members.
- Supported clients' social, physical and emotional needs to help integrate into local community.
- Tracked client behaviors, daily activities, new skills, and notable incidents for documentation purposes.
- Reported any incidents or accidents in accordance with company policy and procedure.
- Helped clients develop independent living skills, such as budgeting, cooking and cleaning.
- Drove and accompanied clients to appointments, shopping and special events for safety and companionship.
- Developed positive relationships with service users and maintained professional boundaries at all times.
- Administered medication according to company guidelines whilst monitoring its effectiveness.
- Maintained accurate records of client progress using computer systems or paper files in line with data protection regulations.
- Liaised effectively between other professionals involved in a client's care, such as doctors, nurses, social workers and family members.
Support Worker
Staffing Options
2011.01 - Current
- Work with people in their homes and communities in an ongoing and emergency relief capacity.
Assistant to Pyrotechnician
PRIVATE ARRANGEMENT
, QLD
2018.02 - 2024.06
- Follow legal requirements including WHS, PPE
- Ensure safe and secure working environment for personnel and members of the community before, during and after fireworks demonstration
- Assemble and connect fireworks
- Maintain communication with all team members
- Work within time restrictions
- Interact positively and professionally with members of the community.
Special Education Teacher's Aide
Redbank Plains State High School
2020.09 - 2022.03
- Assist teachers in mainstream and SEP classrooms
- Work individually with students in a variety of classroom settings and subject areas, keeping up to date with assessment
- Encourage students to work at their own pace, expanding on their abilities and motivation to learn.
- Adapted teaching methods and instructional materials to meet students' varying needs and interests.
- Supported classroom teachers by helping them develop behavior management systems for their classrooms.
- Implemented positive behavior interventions when needed to assist in managing student behaviors.
- Adapted general education curriculum for individual students using appropriate instructional strategies and materials.
- Supervised students during lunchtime, recess, and other activities throughout the day.
- Facilitated small group instruction in an inclusive setting under the supervision of a certified teacher.
- Provided one-on-one instruction and support to students with disabilities.
- Assisted with clerical tasks such as filing paperwork, copying documents.
Cash Room Operator
Authentic Security pty ltd
2019.06 - 2020.03
- Working in pre-poll voting centre prior to Federal Election 2019
- Assisting voters with voting process
- Maintaining accurate records and following procedures and policies
- Work in team environment.
- Met deadlines for completion of assigned tasks efficiently and effectively.
- Maintained production and quality documentation.
- Taught new employees machine operation techniques and important business procedures.
- Rotated among various workstations, performing work necessary to meet production needs.
- Inspected finished products to verify conformity to quality standards.
- Reduced health and safety risks with strict adherence to safety protocols and PPE requirements.
- Helped achieve team goals by rotating production lines and daily duties to meet demand.
Call Center Operator - Volunteer
CRIME STOPPERS QUEENSLAND LIMITED
2017.11 - 2019.03
- Interact with members of the community reporting on illegal activity through direct phone contact or internet reporting
- Offer advice for referrals to other agencies including QPS, government departments, counselling or legal services
- Accurate and timely reporting of information, confidential handling of information.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Handled high number of calls to assist customers or dispatch services.
- Answered incoming calls from customers and provided information about products or services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Performed data entry tasks as needed.
- Identified customer needs by actively listening to them during conversations.
- Maintained strong call control and quickly worked through scripts to address problems.
- Greeted customers warmly upon answering incoming calls while maintaining professionalism at all times.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Coordinator - Collaborative Support
Staffing Options
2018.07 - 2019.02
- Working closely with people with disabilities and their supports
- Supporting transition through NDIS including pre-planning, service agreements and implementation
- Work independently and within a team
- Lead teams to meet the outcomes desired by people with disabilities
- Rostering to support requirements with flexibility and collaboration.
Local Network Manager, Area Manager
Uniting Care Community
2003.04 - 2017.11
- Recruitment, training, staff development, termination of employment
- Work with families and individuals toward self governance
- Build relationships with internal and external stakeholders
- Contribute toward organizational objectives
- Complete reporting requirements as required
- Manage a budget of $2M+.
Issuing Officer Pre-poll voting centre
Australian electoral commission
2019.05
- Working in pre-poll voting centre prior to Federal Election 2019
- Assisting voters with voting process
- Maintaining accurate records and following procedures and policies
- Work in team environment.
Education
Bachelor of Business - Human Resource Management
Griffith University
Nathan, QLD2023-12
Optimal Individual service design -
Uniting Care Community
01.2014
Universal Positive Behaviour Support -
Centre For Applied Behaviour Analysis
01.2014
Diploma of Management -
Uniting Care Community
01.2013
Participartory Leadership -
Uniting Care Community
01.2013
Behaviour Support and Positive Behaviour Support Plans -
Centre of Excellence
01.2007
Certificate IV Disability Work -
Uniting Care Community
01.2006
Graduate Certificate in Social Administration (Social policy analysis) - Social Policy Analysis
university of queensland
01.2005
Bachelor of Arts - Psychology
University of Queensland
01.2000
Skills
- Management
- Communication
- Leadership
- Flexibility
- Call Center Operations
- Documentation and Reporting
- Complaint Handling
- Records Maintenance
- Customer Support
- Data Entry
- Program Management
- Database Management
References
AVAILABLE UPON REQUEST
Timeline
AO2 Customer Service Officer
Electoral Commission Queensland
2024.02 - 2024.03
Special Education Teacher's Aide
Redbank Plains State High School
2020.09 - 2022.03
Cash Room Operator
Authentic Security pty ltd
2019.06 - 2020.03
Issuing Officer Pre-poll voting centre
Australian electoral commission
2019.05
Coordinator - Collaborative Support
Staffing Options
2018.07 - 2019.02
Support Worker
MULTICAP
2018.02 - Current
Assistant to Pyrotechnician
PRIVATE ARRANGEMENT
2018.02 - 2024.06
Call Center Operator - Volunteer
CRIME STOPPERS QUEENSLAND LIMITED
2017.11 - 2019.03
Support Worker
Staffing Options
2011.01 - Current
Local Network Manager, Area Manager
Uniting Care Community
2003.04 - 2017.11
Bachelor of Business - Human Resource Management
Griffith University
Optimal Individual service design -
Uniting Care Community
Universal Positive Behaviour Support -
Centre For Applied Behaviour Analysis
Diploma of Management -
Uniting Care Community
Participartory Leadership -
Uniting Care Community
Behaviour Support and Positive Behaviour Support Plans -
Centre of Excellence
Certificate IV Disability Work -
Uniting Care Community
Graduate Certificate in Social Administration (Social policy analysis) - Social Policy Analysis
university of queensland
Bachelor of Arts - Psychology
University of Queensland
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