Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lauren Risby

Newcastle

Summary

A seasoned CX Operator at Healthshare NSW, I excel in driving customer
satisfaction and streamlining operations. With expertise in problemsolving
and effective communication, I've significantly enhanced service
delivery and staff training processes, demonstrating a commitment to
quality and team development.

Overview

2026
2026
years of professional experience

Work History

TEAM LEADER - RELIEF

HealthShare NSW
  • Mentored and coached team members to ensure successful performance.
  • Motivated team to achieve optimal results through effective communication and interpersonal skills.
  • Allocated work loads.
  • Ensured KPIs were met.
  • Manged leave request.
  • Participated in meetings when required.
  • Kept upper management informed on Team progress.
  • Resolved problems and escalated high-level issues to supervisor within established timeframes.
  • Collaborated with other Teams to ensure successful completion of projects.

CX OPERATOR

HealthShare NSW
05.2015 - Current
  • Manage all accounts payable, accounts receivable and procurement inquiries, including urgent escalations for urgent payments and procurement orders.
  • Provided exceptional customer service to Hospitals and other stakeholders.
  • Maintained accurate records of all transactions and activities related to interactions.
  • Actively participated in team meetings and brainstorming sessions aimed at enhancing overall productivity.
  • Provided feedback on areas where training may be beneficial for staff members.
  • Provided excellent customer service in a timely manner, resolving customer inquiries and complaints with
    patience and courtesy.
  • Collaborated closely with team members to ensure efficient delivery of service standards.
  • Ensured that all relevant policies were followed during each interaction with the customer.
  • Monitored incoming calls, emails and chats in a timely manner while providing quality support.
  • Implemented effective problem-solving strategies to resolve customer issues quickly and efficiently.
  • Identified potential opportunities for improvement within the organization's processes or procedures related
    to customer service operations.
  • Demonstrated strong communication skills to effectively interact with customers via phone, email and chat.
  • Fulfilled customer requests by clarifying desired information and completing transactions.
  • Listened to feedback from call manager and implemented changes in future calls.
  • Assisted managers by training new personnel to improve onboarding process.
  • Handled escalated calls professionally by listening carefully to the needs of each individual customer before
    offering appropriate solutions.
  • Provided exceptional customer service to clients in fast-paced call center environment.
  • Reviewed and reconciled statements from vendors to ensure accuracy of account balances.

PURCHASING OFFICER

HealthShare NSW
10.2008 - 05.2015
  • Created purchase orders from approved requisitions from Local Health Districts across NSW.
  • Handled inquiries from vendors regarding, price variations, invoice inquiries, PO qty discrepancies, contract
    amendments alternate product offers etc.
  • Liaised with Health Agencies regarding PO issues or when action is required from them.
  • Sourced alternate products or new products when required.
  • Manged invoice holds including following up credit requests
    - Participated in project with Invoice hold notifications when they were first being implemented.
  • Followed Goods Supply Manual for procurement thresholds.
  • Trained staff members when onboarding.- Trained existing staff members when new procedures were put in place.
  • Point of contact for Team Leaders when investigation was required.
  • Participated/chaired Team meetings.
  • SME- Subject matter expert for staff when required.

Education

High School Diploma -

Kotara High School
Newcastle, NSW
12-2004

Skills

  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Staff training
  • Work Planning and Prioritization
  • Performance improvement
  • Effective Communication
  • Active Listening
  • Conflict Resolution
  • Cross-functional
    Collaboration
  • Emotional Intelligence
  • Project Management
  • Positive Attitude
  • Customer Focus
  • Organizational Skills
  • Critical Thinking
  • Delegation Skills
  • Quality Assurance
  • Training and Development

Timeline

CX OPERATOR

HealthShare NSW
05.2015 - Current

PURCHASING OFFICER

HealthShare NSW
10.2008 - 05.2015

TEAM LEADER - RELIEF

HealthShare NSW

High School Diploma -

Kotara High School

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Lauren Risby