Dora Malcic
Goodna,QLD
Summary
Social Work student seeking to apply academic knowledge in practical settings through case management and advocacy. Committed to supporting individuals and communities with empathetic engagement and collaborative teamwork. Eager to learn from experienced professionals to enhance skills and contribute effectively.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Supercheap Auto
Goodna, QLD
09.2023 - Current
- Collaborated with team members to enhance service delivery standards.
- Educated customers on product features and services effectively.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled returns and exchanges while adhering to company policies.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Clinical Placement Student
Ipswich Hospital
02.2024 - 06.2024
- Completed a 500-hour clinical placement primarily within the Stroke and Rehabilitation Unit, working closely with inpatients in a multidisciplinary healthcare setting.
- Gained additional exposure to Palliative Care, the Dementia Ward, and Renal services, developing a well-rounded understanding of healthcare-based social work.
- Conducted psychosocial assessments and maintained thorough client documentation, adhering to hospital protocols and confidentiality standards.
- Provided supportive counselling to individuals and their families during times of adjustment, grief, or critical life changes.
- Assisted clients and families with navigating complex systems, including Centrelink forms, NDIS and QCAT applications, and transitioning into Supported Independent Living (SIL) or nursing homes.
- Supported discharge planning and post-hospital care coordination in collaboration with the allied health team.
- Facilitated family meetings with clients and their families in conjunction with a multidisciplinary team.
- Worked under supervision initially but progressed to handling independent client interactions and case responsibilities by the end of placement.
- Developed strong communication, documentation, and advocacy skills in a fast-paced clinical environment.
Customer Service Representative
Tarocash
Springfield, QLD
04.2022 - 10.2023
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Managed multiple tasks while working independently with minimal supervision in a fast-paced environment.
- Conducted quality checks on layouts to maintain high standards of visual integrity.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Customer Service Representative
Kmart
Yamanto, QLD
02.2021 - 03.2022
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with cross-functional teams to achieve goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
Customer Service Representative
KFC
Redbank, QLD
03.2018 - 01.2021
- Managed food and beverage orders accurately and efficiently during peak hours.
- Resolved guest complaints promptly to uphold the establishment's reputation for quality care.
- Resolved customer complaints professionally while maintaining a friendly attitude towards patrons.
- Kept facilities in good condition through regular upkeep, cleaning and preventive maintenance.
Education
Certificate IV in Crime and Justice Studies -
Tafe
South Brisbane, QLD11-2019
Bachelor of Social Work Honors -
The University of Queensland
Saint Lucia, QLDSkills
- Interpersonal skills
- Empathy and active listening
- Team-collaboration
- Adaptability to change
- Ethical practice
- Organizational skills
- Problem-solving
- De-escalation techniques
- Trauma-informed practice
- Rapport building
- Excellent written and verbal communication
- Advocacy strategies
- Psychosocial assessments
- Cultural competence
Languages
Serbian
Native/ Bilingual
Croatian
Native/ Bilingual
Bosnian
Native/ Bilingual
English
Native/ Bilingual
References
- Ipswich Hospital - Social Work Supervisor Tracey Fuchs (0439390603)
- Supercheap Auto - Shift Supervisor Maddy Petrie (0435202813)
More details available upon request.
Timeline
Clinical Placement Student
Ipswich Hospital
02.2024 - 06.2024
Customer Service Representative
Supercheap Auto
09.2023 - Current
Customer Service Representative
Tarocash
04.2022 - 10.2023
Customer Service Representative
Kmart
02.2021 - 03.2022
Customer Service Representative
KFC
03.2018 - 01.2021
Certificate IV in Crime and Justice Studies -
Tafe
Bachelor of Social Work Honors -
The University of Queensland