Summary
Overview
Work History
Education
Skills
Licenses clearances
Key strengths skills attributes
References
Timeline
Generic

PATRICIA PATERSON

Darwin,Australia

Summary

Committed professional with a proven ability to provide exceptional client experiences while maintaining a high level of professionalism and empathy. Recognized for working well under pressure without compromising on detail or communication. Skilled communicator and effective trainer with a genuine desire to assist health care staff in treating and respecting Aboriginal patients. Highly organized and respected by colleagues for willingness to assist at any time. Dedicated to ongoing improvement through professional development opportunities. Seeking to exceed expectations in next role. Always willing to help.

Overview

19
19
years of professional experience

Work History

Aboriginal Communicating for Safety Supervisor

Department of Health
Darwin, NT
08.2021 - Current
  • Supervision, hospital-based interpreters.
  • Coordinated interpreters from Aboriginal Interpreter Services.
  • Participate in unit meetings, business planning, staff essential training, and quality improvement activities.
  • Maintained regular reports for departmental purposes through relevant data collection for monthly reports and appropriate record keeping.
  • Conduct service information sessions for multidisciplinary teams, promote the importance of the service, and provide health literacy support and guidance to onsite interpreters in a culturally appropriate manner.

Customer Service Officer

Department of Human Services
Darwin, Northern Territory
10.2005 - 06.2018
  • Company Overview: The Department of Human Services (DHS) provides support and services to all people at various stages of their lives.
  • Assisting members of the public with inquiries relating to financial benefit.
  • Delivering awareness training as an Indigenous Cultural Awareness Training (ICAT) Facilitator to past and new employees and external stakeholders.
  • Working in a very busy call center, I demonstrate the ability to work well under pressure, without compromising on the professionalism of the customer care I deliver.
  • Adapt well to changes in the environment, understanding the dynamic nature of the public service, and the fact that we must implement changes associated with legislative progress.
  • Developed strong communication and interpersonal skills, working in an environment that can be highly stressful for customers.
  • I am well-respected amongst the team for my ability to professionally deal with customers.
  • Effectively collaborate with other staff, as required, to assist in meeting high workload demands.

Acting APS5 Trainer for ABSTUDY Apprentices

Department of Human Services
Darwin, Northern Territory
11.2015 - 02.2016
  • Leading and managing the Apprentices
  • Self-managing my workload as a professional working without supervision
  • Developing, mentoring and training the team
  • Communicating with the Team Leader with relation to the progression of Apprentices
  • Planning and organising training for Apprentices
  • Collaborating with staff in my immediate area and other areas of the Department
  • Planning, organising and prioritising work for myself and the team(s)
  • Acting as the Indigenous Cultural Awareness Training (ICAT) Facilitator and delivering awareness training to both past and new employees, internal and external stakeholders
  • In this higher duty capacity, I quickly settled into the role and committed wholeheartedly to my tasks from day one
  • Successfully trained and mentored three groups of Indigenous Apprentices – all of whom are currently still employed by the Department
  • Developed excellent training and mentoring skills, effectively tailoring my communication to the individuals I assisted
  • Acquired a greater understanding of Indigenous culture throughout my tenure in this higher duty

Customer Service Advisor

Department of Human Services
Darwin, Northern Territory
10.2005 - 09.2011
  • As per the duties above for Customer Service Officer, without undertaking the tasks of ICAT Facilitator
  • As a highly adaptable employee with the ability to learn new skills quickly, I became proficient in the systems, processes and procedures central to the role, soon after commencing with the DHS
  • Further developed my customer care and dispute resolution skills, meeting and exceeding all KPI’s expected of me in this role
  • Developed a strong understanding of Indigenous culture, working with Indigenous colleagues and clients
  • In a pressurised, deadline-specific environment, I demonstrated the ability to work well under pressure, working effectively to task lists to ensure I always remained on top of my workload
  • Received unanimously positive feedback in all performance reviews

Education

Certificate IV - Customer Contact

Hopwood Integrated Training
Brisbane, QLD
01.2010

Year 11 -

Casuarina Senior College
Darwin, NT
01.2006

Certificate II - Train the Trainer

Department of Human Services
06.2005

Skills

  • Customer service
  • Issue Resolution
  • Administration
  • Detail-Oriented Data Input
  • Cultural Sensitivity
  • Mentorship Development
  • Team Supervision
  • Employee Performance Assessment
  • Effectively Manages Pressure
  • Effective Organization
  • Effective Communicator
  • Collaborative Teamwork
  • Prioritization and Scheduling
  • Focused Improvement Strategies
  • Career Growth Initiatives
  • Consistently Dependable
  • Responsible Leadership
  • Effective Problem-Solving Approach
  • Computer Software Skills
  • Workplace Etiquette
  • Active Listening Skills

Licenses clearances

  • NT Driver’s Licence
  • NT Ochre Card

Key strengths skills attributes

  • Customer service
  • Cultural awareness
  • Training & mentoring
  • Supervision
  • Performance management
  • Works well under pressure
  • Highly organised
  • Strong communicator
  • Team & individual worker
  • Attention-to-detail
  • Time management
  • Improvement focus
  • Professional development
  • Reliable
  • Accountable
  • Positive & capable approach
  • Professional
  • Empathic & understanding

References

References available upon request.

Timeline

Aboriginal Communicating for Safety Supervisor

Department of Health
08.2021 - Current

Acting APS5 Trainer for ABSTUDY Apprentices

Department of Human Services
11.2015 - 02.2016

Customer Service Officer

Department of Human Services
10.2005 - 06.2018

Customer Service Advisor

Department of Human Services
10.2005 - 09.2011

Certificate IV - Customer Contact

Hopwood Integrated Training

Year 11 -

Casuarina Senior College

Certificate II - Train the Trainer

Department of Human Services

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