Nicole Woo
Sydney,NSW
Summary
Proven track record in enhancing customer satisfaction and retention, demonstrated during my tenure at Citibank Berhad. Skilled in multitasking and complaint resolution, I excel in providing exceptional emotional support and companionship, significantly improving client relationships.
Experienced non-medical Care Provider in providing in-home care and in nursing home. Complete domestic duties, help patients with self-care and hygiene and provide companionship. Experienced working with children and elderly, with skill anticipating and proactively addressing client needs. Friendly and engaging with strong attention to detail.
Overview
17
17
years of professional experience
Work History
Aged Care Worker
UNITING NSW ACT (Quang Tart)
Ashfield, NSW
10.2023 - Current
- Assisted residents with daily living tasks, promoting independence and dignity.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provide care, companionship and emotional support to residents living in our aged care home,
to help support their independence and improve their
Account Manager
Workana Sdn Bhd
Kuala Lumpur, Malaysia
06.2019 - 04.2020
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Customer Service Executive
Citibank Berhad
Kuala Lumpur, Malaysia
05.2007 - 04.2016
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
Education
Certificate IV in Ageing Support
Luvium Pty Ltd
Sydney, NSW2023
Diploma in Marketing
Tunku Abdul Rahman College
Kuala Lumpur, Malaysia2008
Skills
- Excellent customer care service
- Emotional Support
- Supportive Companionship
- Multitasking
- Complaint resolution
- Dependable and Responsible
- Problem-Solving
- Dementia Care
- Respectful and Compassionate
- Elderly Care
Languages
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Full Professional
Timeline
Aged Care Worker
UNITING NSW ACT (Quang Tart)
10.2023 - Current
Account Manager
Workana Sdn Bhd
06.2019 - 04.2020
Customer Service Executive
Citibank Berhad
05.2007 - 04.2016
Certificate IV in Ageing Support
Luvium Pty Ltd
Diploma in Marketing
Tunku Abdul Rahman College