Melanie Keating
Cranbourne East
Summary
Emergency Call Taker with extensive experience in handling critical emergency situations and providing life-saving instructions. Demonstrated expertise in managing high-stress scenarios, ensuring precise documentation, and fostering effective team communication. Adept at crisis management, team collaboration, problem-solving, and effective communication with a strong focus on achieving positive outcomes.
Overview
13
13
years of professional experience
Work History
Medical Receptionist
More Than Hearing
01.2025 - Current
- Handled incoming calls and booked appointments for six audiologists across seven clinics in Melbourne.
- Helped patients complete necessary medical forms and documentation.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Coordinate and maintain audiologists’ schedules and clinic diaries.
- Maintain, troubleshoot, and provide a wide range of hearing aid equipment.
- Liaise with patients and clients to resolve concerns and ensure smooth service delivery.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Emergency Call Taker
Triple Zero Victoria
07.2022 - 01.2025
- Handled critical emergency calls, providing life-saving instructions to callers in distress.
- Consistently met response time targets, ensuring swift and efficient handling of emergency situations to maximize positive outcomes.
- Accurately gathered and recorded essential information from callers, maintaining precise documentation for first responders and legal purposes.
- Provided calm and reassuring support to distressed callers, effectively managing high-stress situations and offering crucial guidance.
- Worked seamlessly with emergency services teams, fostering strong communication channels to ensure coordinated and effective responses.
- Delivered empathetic support to callers in crisis, employing active listening and clear communication to guide them through emergencies.
- Assisted in training new hires, sharing best practices for call-taking procedures and fostering a supportive work environment.
Department Head / Senior Property Manager
Harcourts Narre Warren South
07.2012 - 07.2022
- Led a team of 6 Property Managers, creating schedules, managing performance, and providing coaching to enhance team productivity.
- Oversaw all aspects of Property Management, including inspections, arrears management, and VCAT preparation.
- Managed Trust Accounting tasks, including banking, reconciliations, and disbursements, ensuring financial accuracy and compliance.
- Monitored KPIs, tracked team progress, and conducted regular coaching sessions to achieve targets and improve performance.
- Resolved client issues calmly and courteously, ensuring maximum satisfaction and retention.
- Served as a liaison between the department and other divisions within the company, facilitating strong working relationships that contributed to successful projects.
- Implemented staff training programs that enhanced skills and increased overall productivity within the department.
- Played a critical role in talent acquisition, interviewing, selecting, and onboarding new employees to build a strong, diverse team of professionals.
Education
Agents Representative Certificate -
Chisholm TAFE
Certificate II - Emergency Communications
International Academies of Emergency Dispatch
Skills
- Crisis Management
- Team Collaboration
- Problem Solving
- Effective Communication
Timeline
Medical Receptionist
More Than Hearing
01.2025 - Current
Emergency Call Taker
Triple Zero Victoria
07.2022 - 01.2025
Department Head / Senior Property Manager
Harcourts Narre Warren South
07.2012 - 07.2022
Certificate II - Emergency Communications
International Academies of Emergency Dispatch
Agents Representative Certificate -
Chisholm TAFE
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