Kylie BUCKLEY
West Haven ,NSW
Summary
Dedicated and friendly customer service professional with a strong understanding of service delivery and a track record of successfully managing multiple tasks simultaneously. Often commended for possessing a caring and empathetic nature while committed to providing exceptional customer service with exemplary oral and written communication skills, great active listening abilities, and extensive analytical problem-solving capabilities. Solid team player with an outgoing and positive demeanour, consistently establishing a good rapport with both clients and colleagues.
Overview
14
14
years of professional experience
Work History
Customer Service Officer
Health Care Interpreter Service
2010.06 - Current
- Apply strong negotiation and problem solving skills when actioning all requests for service in order to utilise HCIS resources responsibly and efficiently.
- Demonstrate understanding of specific needs of clients who access public health facilities such as CALD (Culturally and Linguistically Diverse) clients as well as Deaf clients and ensure that their needs are met.
- Ensure that all data entries and actions in Scheduling System are accurately and efficiently maintained.
- Demonstrate strong ability to analyse and navigate complexities associated with all interpreter bookings (i.e. knowledge of location codes, languages and dialects, location of health facilities across a large geographical area of metropolitan Sydney, time required for travel between assignments, special requests, etc.)
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change during COVID-19 Pandemic.
Education
High School Diploma -
Evans High School
Blacktown, NSW11.1999
Skills
- High level of Customer Service skills, both oral and written.
- Accurate Data Entry - 60+ WPM.
- Fast learner
- Customer Support
- Cultural Awareness
- Database Management
- Microsoft Office
- Records Maintenance
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Administrative Duties
- Customer Focus
- Collaboration and Teamwork
- Database Maintenance
- Information Protection
- Professional telephone demeanor
- Appointment Setting
- Friendly, Positive Attitude
- Flexible and Adaptable
- Attention to Detail
- Dependable and Responsible
Other interests
I am a very family oriented person, an animal lover and a productive member of our beautiful community since moving to the area in December 2023 - though I have been consistently visiting for holidays since 1987. I enjoy spending time with loved ones, cooking, music, film and doing craft/artistic related activities in my spare time.
References
Ailene Valencia-Lim
Health Care Interpreter Service, Western Sydney LHD
Call Centre Co-ordinator
Ailene.Valencia-Lim@health.nsw.gov.au
0433 270 617
02 9912 3815
Chamoun Bechara
Health Care Interpreter Service, Western Sydney LHD
Coordinator of Sessional Interpreters
Chamoun.Bechara@health.nsw.gov.au
0400 981 858
02 9912 3827
Timeline
Customer Service Officer
Health Care Interpreter Service
2010.06 - Current
High School Diploma -
Evans High School
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