Pauline Sandow

• Helped large volume of customers estimate of 40 - 50 calls every day with positive attitude and focus on customer satisfaction.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Completed data entry to record call notes, suggestions and questions.
• Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.

• Completing Apparent to Failure to Vote forms
• Ensuring that the customer provide a validate question
• Requesting additional information if they were overseas during voting in 2024
• Completing forms and attaching valid reason to EMS System and submitting to be reviewed
• Sorting and processing high volume of emails
• High volume data entry
• Using various systems
• Responding to public enquiries received by email

Floor Walker

• Answer questions staff have questions in regards to inbound, outbound grants for QLD Floods, 2025.
• Assisting customer service advisors with questions about compliance, content and systems.
• Ensure workers are using content (systems) always and to deliver customer focused service.
• Display positive attitude and willingness to help other staff
• Give feedback to staff
• Coaching in on live calls
• Report to Team leader on staff that may require further help

Customer Service Advisor Inbound

• Answering all incoming calls and assisting with inquiries
• Completing online applications for QLD Floods Grants
• Ensuring compliance is implemented
• Ensuring applicant has ID's before proceeding to next step
• Reading information collection notice to applicants they understand
• Referrals to Recovery hubs, homeless hotline, life line services, Centrelink federal grants.
• Applicant follow ups - checking application statues and letting them know what stage their application is at
• Referring to community recovery if they request a expedited payment

• Ensuring content is always used when helping applicants.

SES - Ex Cyclone QLD 2025

• Requesting Assistance Form for falling trees on pathways, sheds, houses
• Referrals to sandbags locations
• Checking applications to give them update on application
• Following content
• Ensuring compliance is used

Customer Service Outbound

• Calling applicants to obtain additional information to progress application
• Checking all failed test are passed than send applications to payments team
• Completing 60-70 applications per day
• Ensuring EOI Evidence Of Identity three are asked before proceeding with call and asking for additional information
• Ensure compliance is implemented
• Ensure that you are providing customer focused approach with a positive attitude
• Referring to community recovery team
• Referring to Federal Government Grants, recovery hubs

• Inbound Calls: Handle calls from the public regarding the Queensland floods, providing support and addressing concerns
• Empathy and Support: Display empathy while managing distressed or upset callers, offering reassurance and understanding
• Grant Information Assistance: Assist callers with inquiries about disaster-related grants and provide detailed information
• Evidence Assessment: Review documents and evidence provided by applicants before proceeding with grant applications
• Eligibility Determination: Assess and determine eligibility for state government disaster grants
• Document Clarification: Liaise with applicants to confirm receipt of required documents, typically via email
• Communication Skills: Exhibit strong verbal and written communication to ensure clarity and effective interaction
• Referral to Federal Grants: If applicants are not eligible for state government grants, refer them to federal grant options
• Grant Compliance: Ensure all grant applications meet necessary compliance standards before processing
• Identity Verification: Confirm applicant identity by reviewing supporting documents prior to beginning the online grant application process
• Grant Processing: Process applications according to departmental policies and established funding guidelines
• Follow-up on Applications: Use CR Assist system to follow up on pending grant applications and provide updates to applicants
• Disaster Area Verification: Confirm that the applicant resides in an affected area before proceeding with grant applications
• Managed department call volume of 30-40 calls per day and coordinated department schedules to maximize coverage during peak hours.

• Direct, manage and maintain all aspects of the front office/reception area
• Greet guests to the office by promptly supporting their enquiry or reason for visit and offer them refreshment
• Ensure that the reception area is always clean and presentable, including magazine stand and counter space
• Take telephone messages and/or forward calls to appropriate staff and units, ensuring appropriate practice is followed when enquiries come in form Service Delivery and Redress Team
• Administrative Support to the Service Delivery Team with the actioning of the initial Client Intake Enquiry process
• Check voicemails at the beginning of the day and following any break times
• Ensure all calls and voicemails are recorded in the Incoming Call Register
• Processing of office mail, picking up and distributing it to appropriate staff and units
• General Administration duties: photocopying, labels, mailouts etc
• Maintain and update Link-Up Mail In/Out Register
• Ensure mail is handed to the relevant staff member once the mail is received that morning
• Check the mailbox both AM & PM
• Monitor the contact email inbox and distribute the emails promptly
• Maintain the Staff Extensions list and provide staff as required
• Organize and order office supplies when required i.e Office work and cleaning products
• Maintain the stationary cupboard and cleanliness
• Support the Service Delivery Team with Client Morning Tea Coordination and set up as required ensuring the sign in book is ready the day prior to the event which includes, contacting clients prior to the event to confirm attendance, set-up the urn, tea and coffee supplies, cutlery and crockery, tables, and chairs clean and set-up
• Assist in arranging meetings, venues, conferences, catering as required
• Assist staff with promotional items for community events and clients
• Support the office by ensuring common areas are kept clean and sufficient supplies area available including kitchen areas, milk distribution, paper in the printers
• Ensure office closure procedures is adhered to daily i.e Lock/unlock doors, signage, phone diversion
• Developed strong working relationships with colleagues, contributing to a positive work environment.

• Greeting customers, assisting with inquiries
• Answering incoming calls and transferring them to correct staff member
• Answering queries regarding shopping centres, events, the location of food banks, shops, and facilities
• Ensure the Mobility Equipment Loan Agreement is filled out by the customer
• Checking wheelchair safety, before loaning it to the customer
• Ensuring contractors sign in and out and handing out the correct keys for areas located in the shopping centre
• Assisting shop tenants with air conditioning complaints and recording in the AC complaints and reporting to the operations manager to ensure they are handled promptly
• Recording lost property details in the Lost and Found Register for items
• Recording inquiries to follow up on
• Scanning receipts
• Photocopying
• Emailing the AC complaint to the Operations Manager
• Assisting with face-to-face queries from customers and shop tenants
• Assisting couriers and sign documentation, if required
• Retail First Health and Safety-First Policy
• Report any incidents, accidents, or complaints
• Prompt responses to customer inquiries
• Excellent communication skills
• Obtain an understanding of retail’s first daily processes
• Entering documents into the database
• Emailing staff with inquiries from customers
• Ensuring all issues at the centre are promptly addressed and referred to correct staff
• DPC System Toolkit Pro
• Enter after hours trading times
• Enter sales collection
• Collating documents
• Archiving
• Maintained cleanliness of the reception area throughout each shift; creating a pleasant environment for guests.

• Check enrolment emails and correspond
• Check the Funnel system to see if contracts or applications have come through
• Process enrolment contracts
• Create an E-File and enter information into TASS
• Create interview forms for new applications
• Interview forms for international students ensure all documents and passports, visa attached
• Schedule enrolment meetings via Zoom
• Checking time zones with prospective student country and Australia time
• Scholarships contracts enter TASS and create EFile
• Book an enrolment meeting with the head of secondary or the head of junior
• Interview forms must have all information, including report cards, behaviour, academics, and references
• Book enrolment meeting via Outlook for Head of Secondary & Junior School
• Correspond with the Assistant to the Head of Secondary to book enrolment meetings
• Create interview forms for international students
• Ensure applicants have paid the fee and have all documents attached: report cards, NAPLAN birth certificate, passports, and references for sports or academics
• Book tours for Registrar
• Correspond with families to organise a time
• Emailing via funnel or outlook tour time, whom they will meet with, and attaching a map
• Send an email via funnel to confirm the application is received, and a staff member will contact them
• Complete interview forms and book enrolment meetings in the calendar for prospective
• Responding to enquiries
• Creating labels for orientation day for year 7
• Greeting and welcoming prospective students and their families on orientation day
• Answering questions from parents
• Entering enrolment and application into TASS Web
• Contacting parents and following up on missed tours or interviews
• Scanning
• Greeting parents for tours
• Creating exit folders for students leaving college
• Creating welcome packs for prospective families
• Checking bus routes from school to college to address
• Send maps and information to parents
• Privacy of documents
• Discarding private documents
• Entering early learning contracts
• Monitoring funnel payments for contracts and applications
• Orientation day for ELC (Early Learning Centre) welcomes families and greet
• Respond to parents with enquiries about college
• Updating student's address or phone number via TASS
• Welcome parents to Canterbury for Tours.

• Sell photos from photo booth
• Encourage people to come have look at their photos to purchase
• Sales Driven
• Excellent customer service skills
• Outgoing
• Engage with customers by communicating and assisting with queries.

• Assist in the planning, implementation, assessment and review of a high-quality and diverse educational program based on appropriate frameworks and with reference to the NQS, considering the developmental needs, interests and abilities of all the children attending the service
• Actively support every child to participate in the program and assist in ensuring that the program is promoted
• Record observations and write learning stories as part of the Framework for School Aged Care and National Quality Standards/Framework requirements
• Assist in the documentation of children's learning in accordance with the service philosophy and the learning outcomes (My Time Our Place Framework), including updating children’s portfolios
• Utilise a variety of pedagogical strategies, including intentional teaching and reflective practice in daily work
• Organise and maintain program materials and resources and use program resources effectively
• Ensure staff and children utilise effective health and hygiene practices, including meeting all regulations relating to food safety and preparation, medical management plans, behaviour management plans and risk management plans, policies and procedures
• Assist in provision of medication, mealtime and toileting assistance, as required
• Ensure that all children have access to nutritious food and fresh drinking water
• Assist in the promotion of health, wellbeing and physical exercise in the service
• Ensure a safe and stimulating physical environment where all staff and children are protected from hazards or harm
• Actively always supervise children
• Work cooperatively, ethically and respectfully with other educators, and support their professional development
• Develop and maintain respectful, supportive, collaborative and responsive relationships with children and their families
• Assist with the supervision of workplace students and volunteers
• Assist with an effective induction and orientation process for new families, children and staff, including workplace students and volunteers.

• Support a learning environment by monitoring student attendance
• Producing absence reports for senior leaders and liaising with parents/carers to verify student absences
• Maintain positive interpersonal relationships with a wide variety of staff
• Assist the wider administration team where needed and available
• Other duties as requested from time to time by the Principal, Business Manager or Administration
• Answering incoming call and queries
• Distributing lost property to students
• Ordering stationary for teachers and staff members.

• Understand, commitment to, and support for the mission and ethos of a Catholic school in Edmund Rice tradition
• Establish positive relationships with members of the College community, including engaging in the pastoral care of students and supporting their spiritual and moral development
• Engage with and support in the implementation of the Charter for Catholic Schools in the Edmund Rice Tradition within the College
• First point of contact for students (triage and initial assessment) as to referrals
• Answer incoming telephone calls, answer queries, take messages, etc
• Handle face to face enquiries and respond or redirect as appropriate
• Conduct signs in and sign out duties, as required
• Provide full administrative support to counsellors
• Respond to emails in a timely and efficient manner
• Coordinate all counselling appointments (including liaising with Heads of House, email and distributing appointment slips to students, collect students from class when required)
• Manage the calendars for all counsellors
• Assist students completing self-referral forms (alerting counsellors to high-risk needs in a timely manner)
• Effective and timely use of IT platforms such as Mail Chimp for bulk emails
• Data entry as required
• Draft and publish documentation including correspondence, information flyers/pamphlets and booklets
• Assist students with preparation of documentation for work experience
• Collaborate and file documentation e.g., Open Day Evening, maintain Client Lists, etc
• Liaise with parents, students, staff and other external agencies e.g., Universities, Headspace, Beyond Blue, Bravehearts, etc
• Assist in the administration support for the Career Development Program
• Update the college Laurie’s Net and liaise with the Communications and PR Manager regarding updates to the website with respect to careers and counselling matters
• Maintain the careers library (including updating and labelling, etc.)
• Other administrative duties as required.

• Carry out an initial intake and assessment of students
• Administer medication and first aid services as per the Medication Policy including the issue of Medical Authority Forms and maintenance of a dispensing register
• Maintain and document Student medication at school
• Attend to students who are unwell and assist and support students taking ongoing medication, requiring medical treatment, post medical procedures and or under any ongoing medical issues
• Arrange appropriate storage of medications
• Contact parents or the Ambulance Service and monitor the health and wellbeing of sick or injured students (or staff) until the designated care arrives
• Prepare and distribute and maintain the Medical Alert list for students
• Provide information to staff in the use of EpiPens and in asthma management
• Complete incident reports in accordance with college policy and procedure
• Maintain a Register of Student Accidents
• Liaise with staff to ensure students medications are taken on excursions and camps
• Plan nursing care in consultation with parents, students, and teachers, as appropriate
• Carry out supervision of students in the health center
• Escort students to parents’ car when required
• Responsible for the Health Centre Information and report on the integrity of TASS Database
• Management of Medical Certificates
• Organize and maintain accurate student health records, as appropriate
• Maintain and monitor all first aid supplies for college
• Ensure first aid kits are kept up to date across the college
• Uphold the highest confidentiality of student records and discloses medical conditions with appropriate discretion
• Keep abreast of knowledge and relevant medical and first aid developments and evaluates own performance to identify strengths and areas where professional growth can occur
• Continually develops both personally and professionally to meet the changing needs of the college, its community, and the education sector.

• Responsible for day-to-day management to ensure that the service policies and procedures are implemented
• Ensure education programs are in accordance with approved learning framework
• Ensure children are adequately supervised and protected from harms and hazards
• Ensure the prescribed educator to child ratios are met
• Provide and support an inclusive environment including for children with additional needs and for families
• Always apply workplace diversity and equity principles
• Perform tasks, running activities, cleaning, and food preparation.

• Develop programs for both vacation care/student-free days, before and after school care as requested by the coordinator and emailed to the service by specified times
• Upcoming projects and email information as requested by the coordinator
• Develop Behavioral Interaction Guides for children and email the coordinator
• Write Learning Stories the Link to My Time Our Place
• Evaluating all care sessions and training staff on evaluations
• Training Staff in My Time Our Place and creating developmental programs for each member of staff and review every month
• Food Preparation
• Always implement risk management and safe practices
• Greet families in a warm and friendly manner
• Share positive information with parents about their child’s day
• Provide active supervision
• Develop positive relationships with children always showing respect
• Encourage children to develop independence and responsibility
• Communicate with children in a caring, compassionate, and respectful manner
• Inclusion Support
• Ensuring all staff are doing their daily tasks accurately.