Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rachel Muldoon

Brunswick,VIC

Summary

I am a Team Leader with over 8 years experience of working in Customer Service for local government.

I am living in Australia with a Working Holiday Visa and intend to be in the country for at least 1 year.

As a pragmatic individual I enjoy achieving targets and providing the best outcome I can to challenges.

I am looking for new experiences personally and in my working life and believe I have many transferable skills that I can bring to the table.

Overview

9
9
years of professional experience

Work History

Casual Bartender

Drunken Duck
05.2024 - 08.2024
  • Served alcoholic and non alcoholic drinks to customers in a busy local bar.
  • Provided good customer service by avoiding delays in serving, maintaining professional during stressful situations and ensuring customers feel welcome.
  • Kept bar stocked with liquors, juices and garnishes for drinks.
  • Helped management plan and serve bar menu exceeding customer expectations.
  • During events I was required to serve food, ensure orders were taken accurately and provided in good time.

Customer Service Team Leader

Gloucestershire County Council
10.2016 - 04.2024
  • Providing direct line management to a busy team of Customer Service Officers working in Adult Social Care and Corporate Services.
  • Ensure the team effectively manage contact from the public and professionals to ensure the correct support and advice is given to all.
  • Carry out regular 1-1s and deliver training to the team to support their continued professional development.
  • Achieve high levels of customer satisfaction with timely problem resolution and effective communication.
  • Having a strong understanding of Adult Social Care and legislation within the Care Act 2014 to ensure the safety of vulnerable adults within the County.
  • Managing projects to implement change within the department and wider social care teams.
  • Working as part of a large team whilst also managing tasks independently with often tight deadlines.
  • Regularly collating data and producing performance reports that are shared with Senior Leadership teams.

Project Manager

Gloucestershire County Council
07.2021 - 07.2022
  • Managing a range of projects simultaneously within a complex programme.
  • Prioritising tasks according to urgency and resource availability.
  • Planned, designed, and scheduled phases for large projects.
  • Involvement in stakeholder management and project communication at all levels.
  • Independent working and ability to make decisions.
  • Lead on the staffing restructure for the organisation.
  • Created induction and training materials and provided support to managers to implement the many changes to the service.

Customer Service Officer

Gloucestershire County Council
11.2015 - 10.2016
  • Provided customers on a range of queries for County Council Services, most notably, Adult Social Care.
  • Took referrals for vulnerable adults that require an assessment for support, signposting to other agencies and providing information about social care processes.
  • Created and actively maintained electronic records whilst adhering to GDPR.
  • Kept up to date with regular changing policies and legal requirements.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.

Education

Bachelor of Arts - English Literature

Swansea University
Wales UK
07.2015

A Levels - English Literature, History, ICT

St Peters High School
Gloucester UK
07.2010

10 GCSE's A-C - Including Maths And English

St Peters High School
Gloucester UK
07.2008

Skills

  • Strong Customer Service
  • Leadership and management
  • Collaboration and Teamwork
  • Excellent written and verbal communication
  • Excellent ICT skills and experience of using bespoke software
  • Organisation and self-motivation
  • Change management
  • Providing training and development
  • Engaging personality

Timeline

Casual Bartender

Drunken Duck
05.2024 - 08.2024

Project Manager

Gloucestershire County Council
07.2021 - 07.2022

Customer Service Team Leader

Gloucestershire County Council
10.2016 - 04.2024

Customer Service Officer

Gloucestershire County Council
11.2015 - 10.2016

Bachelor of Arts - English Literature

Swansea University

A Levels - English Literature, History, ICT

St Peters High School

10 GCSE's A-C - Including Maths And English

St Peters High School

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Rachel Muldoon