Rachel Hosking
Adelaide,SA
Summary
Energetic, detail-oriented Psychology student with demonstrated experience performing clerical work in banking, research, and small business. Exceptional abilities in offering high level support to my team through commitment to processes and keen interest in research ethics.
Overview
14
14
years of professional experience
Work History
Co-Director
My Lover Cindi Pty Ltd
11.2018 - Current
- Implementation and Management of all facets of company operations
- Support: working collaboratively with producers, staff and stakeholders to provide high level of support through digital communications, on-site delivery and regular meetings
- Utilising technology tools effectively: proficiency in Xero, Excel, Gmail, Google Calendar, website-building and a variety of automated festival delivery systems (Adelaide Fringe, Cab Fringe, Feast Festival)
- Production; artistic outreach and production design from inception to on-site delivery, managing multiple timelines simultaneously
- Community outreach: engaging with local LGBTIQ+ orgs, Adelaide City Council and arts festivals
- Customer service: exceptional delivery of customer service from in-person interactions to digital communications
- Ethics delivery: design and delivery of Adelaide CBD's only wheelchair accessible night-club and performance space from initial consultation point to ongoing modifications
- Grant writing
- HR: managing a team of casual and permanent employees and subcontractors
- Fostering an inclusive environment that values diversity of thought, experience, and background among team members and community
- Marketing: implementation and management of company social media, web and mail lists plus media creation for events
- Streamlined operations for increased efficiency by identifying areas of improvement and implementing necessary changes
Research Assistant - Casual
National Seniors Australia
05.2020 - 07.2020
- Assisting the research team by contacting approx. 55 participants by phone for follow up from the 2019 National Seniors Social Survey for report "Listening To LGBT Seniors"
- Delivering questions to participants by phone and transcribing responses for analysis
- Acute focus on participant well-being by providing reassurance of peer-researcher status, and offering participants opportunities for follow-up and external support solutions
- Participated actively in regular meetings with fellow researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
- Maintaining a well-ordered workspace conducive to productivity.
- Gathered and arranged research data for the research team
Senior Customer Care Officer
Bendigo & Adelaide Bank
03.2017 - 09.2019
- Manage escalated calls professionally whilst resolving complex issues
- Higher level support for internal staff
- Resolving customer complaints
- Outreach tech support to customers in need
- Working with different departments to implement positive change when deficits are identified
- KPIs include: roster adherence, volume of calls, average handling time, sales opportunities identified, risk compliance
Client Relationship Manager
Bendigo & Adelaide Bank
03.2014 - 03.2017
- Pre-qualifying and assessment of all inbound credit inquiries, including credit cards, personal loans and home loan applications
- Consistently exceeding personal lending targets of 25 approvals per month
- Assessment and filing of supporting documentation: payslips, tax documents, contracts, bank statements
- Build and sustain ongoing rapport with customers who elect to have their products managed by the department
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities
- Developed strong rapport with clients through consistent follow-up and attention to detail
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures
- Strengthen client relationships by maintaining regular communication and addressing concerns promptly
Customer Service Representative
Bendigo & Adelaide Bank
09.2011 - 03.2014
- Handling of customer inquiries and suggestions, over 100 calls per day
- Resolving customer complaints, identifying requirements for escalation and working effectively with relevant teams
- Risk compliance, attending meetings and meeting KPIs across wait times, customer satisfaction and product growth opportunities.
Duty Manager
Crown & Anchor Hotel
03.2010 - 03.2014
- Overseeing of all operations of venue including staffing, patron safety, stock inventory
- Working with external contractors on-shift such as artists, security and sound technicians
- Customer service
Education
Bachelor of Psychological Sciences -
University of Adelaide
Adelaide, SA06.2024
Small Business Training -
New Enterprise Incentive Scheme
Holmesglen09.2018
Skills
- Collaboration
- Autonomous initiative
- Support
- Digital Literacy
- Research ethics
- Communication
Timeline
Research Assistant - Casual
National Seniors Australia
05.2020 - 07.2020
Co-Director
My Lover Cindi Pty Ltd
11.2018 - Current
Senior Customer Care Officer
Bendigo & Adelaide Bank
03.2017 - 09.2019
Client Relationship Manager
Bendigo & Adelaide Bank
03.2014 - 03.2017
Customer Service Representative
Bendigo & Adelaide Bank
09.2011 - 03.2014
Duty Manager
Crown & Anchor Hotel
03.2010 - 03.2014
Bachelor of Psychological Sciences -
University of Adelaide
Small Business Training -
New Enterprise Incentive Scheme
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