Natasha Berecz
Melton,VIC
Summary
Professional and empathetic Customer Service Representative currently supporting the Police Assistance Line through Serco. Experienced in managing high-volume public enquiries, assisting individuals in stressful or sensitive situations, and accurately documenting incident information. Recognised for remaining calm under pressure, communicating clearly with diverse members of the community, and providing reliable guidance during non-emergency police matters. Committed to delivering high-quality public service and contributing positively to community safety
Overview
2
2
years of professional experience
Work History
Police Assistance Line
Serco BPO
Ballarat, VIC
09.2025 - Current
- Provide frontline support to members of the public contacting the Police Assistance Line for non-emergency police matters.
- Manage high volumes of inbound calls while maintaining professionalism and empathy in emotionally charged situations.
- Gather and record detailed incident information with high accuracy while maintaining strict confidentiality standards.
- Assess caller needs and provide guidance, referrals, or appropriate reporting pathways.
- De-escalate distressed callers through active listening, reassurance, and clear communication.
- Maintain composure and sound judgment when assisting individuals experiencing conflict, distress, or uncertainty.
- Work collaboratively with team members in a fast-paced operational environment supporting community safety.
Home Support Worker
Michelle Reynolds
Cranbourne, VIC
01.2024 - 09.2025
- Assist with household tasks including cleaning, laundry, meal preparation, and general home organisation.
- Offer companionship and emotional support to improve client wellbeing and reduce social isolation.
- Maintain a safe and comfortable living environment for clients.
- Follow care plans and respect client dignity, privacy, and personal preferences.
- Communicate effectively with clients, families, and care coordinators regarding wellbeing or concerns
Skills
- High-Volume Call Handling
- Customer Service Excellence
- Crisis Communication
- Conflict Resolution & De-escalation
- Incident Intake & Reporting
- Active Listening
- Emotional Intelligence
- Professional Communication
Timeline
Police Assistance Line
Serco BPO
09.2025 - Current
Home Support Worker
Michelle Reynolds
01.2024 - 09.2025