Pauline Sandow
Brisbane,Australia
Summary
Dedicated customer service professional with a strong understanding of service delivery and a track record of successful multitasking. Committed to fostering and nurturing professional relationships to drive business results and enhance profitability. Skilled in maintaining a high level of customer satisfaction through effective communication and problem-solving abilities. Aiming to leverage these strengths to contribute to a dynamic team and deliver exceptional customer experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
A03 Customer Service Advisor
Smart Services QLD
02.2025 - 03.2025
- 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
Administration Officer
Link-Up QLD
01.2024 - 11.2024
- 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 and correctly
- 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 and ensure 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
Reception
Sunnybank Hills Shopping Town
11.2023 - 12.2023
- 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
Acting Assistant Registrar
Canterbury College
09.2023 - 11.2023
- 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
Photo Sales
Xtraordinary Events
08.2023 - 08.2023
- 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
Educator
Randstad Education
06.2022 - 08.2023
- 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
Administration Assistant - Junior School
Somerville House
04.2022 - 02.2023
- 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
Administration Assistant - Careers & Counselling
St Laurence's College
01.2022 - 03.2022
- 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., Universitates, 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
Educator & Acting Supervisor
Stafford Heights State School
01.2020 - 12.2021
- 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
Administration Assistant - Health Centre
St Laurence's College
10.2021 - 12.2021
- 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 medicines 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
Educator
Ashgrove State School
01.2019 - 12.2020
- Develop programs for both vacation care/student-free days, before and after school care as requested by the coordinator 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
Education
Bachelor of Community Services -
Torrens University
01.2025
Training Certificate - Cultural Safety in Trauma Informed Practice
The Seedling Group
02.2024
Certificate of Completion - Coaching Mastery: Life Certification Coaching
Coaching Mastery: Aaaryn Longmore | Online
06.2023
Certificate of Attainment - Residential Care Training
Peak Care Hope & Healing
10.2021
Certificate IV - Youth Work
South Metropolitan Institute of Tafe
01.2013
Certificate III - Business
01.2006
Skills
- Document Formatting
- Customer Support Experience
Certification
- White Card
- Construction Induction
Personal Information
Title: Administration Officer
Timeline
A03 Customer Service Advisor
Smart Services QLD
02.2025 - 03.2025
Administration Officer
Link-Up QLD
01.2024 - 11.2024
Reception
Sunnybank Hills Shopping Town
11.2023 - 12.2023
Acting Assistant Registrar
Canterbury College
09.2023 - 11.2023
Photo Sales
Xtraordinary Events
08.2023 - 08.2023
Educator
Randstad Education
06.2022 - 08.2023
Administration Assistant - Junior School
Somerville House
04.2022 - 02.2023
Administration Assistant - Careers & Counselling
St Laurence's College
01.2022 - 03.2022
Administration Assistant - Health Centre
St Laurence's College
10.2021 - 12.2021
Educator & Acting Supervisor
Stafford Heights State School
01.2020 - 12.2021
Educator
Ashgrove State School
01.2019 - 12.2020
Training Certificate - Cultural Safety in Trauma Informed Practice
The Seedling Group
Certificate of Completion - Coaching Mastery: Life Certification Coaching
Coaching Mastery: Aaaryn Longmore | Online
Certificate of Attainment - Residential Care Training
Peak Care Hope & Healing
Certificate IV - Youth Work
South Metropolitan Institute of Tafe
Certificate III - Business
Bachelor of Community Services -
Torrens University
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