LOTTIE TUITUPOU
Perth,WA
Summary
A hardworking, passionate, and motivated individual with a diverse range of skills and experiences. Highly adaptable and prides self in ability to constantly learn and grow and performs effortlessly in challenging and constantly evolving situations. Thrives in team environments and can lead and follow whenever required. Exceptional cultural awareness and excellent communication skills, paired with empathy and understanding, have led to human-centric approaches to skillfully and effectively manage and work with large multicultural and multi-disciplined teams.
Overview
9
9
years of professional experience
Work History
Dispatch Team Leader
Wilson Group/Wilson Medic One
01.2021 - Current
- Managing ambulance crews regarding patient movement, performing tasks including overseeing rostering and handling incidents
- Ensuring operational compliance with strict contractual obligations set by clients and other ambulance services, including various state hospitals, St John Ambulance Services, and the Western Australian government
- Coordinating with other management personnel in various departments to supervise and efficiently manage Wilson Medic One resources to deliver private patient transportation and events services
- Coordinating call-taking from customers and subsequent booking procedures
- Assisting with planning and dispatching bookings to maximize the efficient use of vehicles and personnel
- Ensuring the accuracy of booking and patient transport data entered into the Wilson Medic One internal booking system
- Formulating various reports such as daily caseload data and case-per-hour ratio reports to forward to relevant departments
- Addressing any customer complaints or queries, processing relevant reports, and addressing or escalating cases as required
- Providing detailed reports on any excessive delays or other noteworthy incidents
- Processing information relating to monthly patient transport activity for each major contract and compiling relevant reports
- Recruitment and onboarding for on-road personnel and dispatch staff
- Handling payroll processes for on-road and dispatch personnel and related queries.
- Supervised team members to confirm compliance with set procedures and quality requirements
- Established open and professional relationships with team members to achieve quick resolutions for various issues
Dispatcher
Allpest – Pest Control Services
10.2020 - 01.2021
- Entering pest control booking onto the system on customer request
- Recording customer feedback and complaints and escalating, as necessary
- Making outbound calls to customers regarding monthly or yearly company services
- Coordinating with special customers such as large organizations and schools to ensure that tasks were performed to the highest standard and ensuring customer satisfaction
- Ensuring company Key Performance Indicators were achieved monthly.
Monitoring Centre Supervisor
Wilson Security/First Security
12.2014 - 10.2020
- Answering up to 90-100 calls per day to achieve daily Key Performance Indicators and preset company targets
- Mediating in conflicts between security operators, probation officers and the Western Australian Corrective Services Department, and ensuring satisfactory conflict resolution
- Liaising with various internal departments to collect and consolidate vital information required for the completion of high-profile tasks
- Analyzing and verifying the accuracy of documentation conveyed to the Monitoring Centre to ensure error-free and prompt information processing
- Managing queries from state probation officers regarding issues ranging from equipment-related complications or address verification for performing custodial sentencing duties for offenders on Home & Community detention
- Providing knowledge and guidance regarding internal incident management systems to assist managers in compiling incident reports for the Western Australian Department of Corrections
- Ensuring untroubled and orderly functioning of the afternoon and night shifts and ensuring staff knowledge of assigned tasks
- Performing welfare checks and ensuring the well-being of the teams
- Recording minutes at work meetings
- Assisting monitoring managers and operators by troubleshooting and providing necessary solutions to any problem encountered
- Assisting the team leader with conducting interviews for recruitment processes
- Training inductees following recruitment.
Education
No Degree - Customer Service
NZQA
New Zealand03.2005
Skills
- Teamwork and Leadership Skills
- Empathy and Cultural Awareness
- Problem Solving
- Communication and Active Listening
- Interpersonal Skills
- Microsoft Office Package (Word)
- Data Entry
- Prioritisation, Organisation and Delegation
- Computer Aided Dispatching
- Coaching
- Mentoring
References
- Median Lim, Wilson Group, Assets and Fleet Co-Ordinator, 0432407639
- Travis Duval, Toll, Logistics Manager, 0416929962
Timeline
Dispatch Team Leader
Wilson Group/Wilson Medic One
01.2021 - Current
Dispatcher
Allpest – Pest Control Services
10.2020 - 01.2021
Monitoring Centre Supervisor
Wilson Security/First Security
12.2014 - 10.2020
No Degree - Customer Service
NZQA
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