RACHEL SHEATHER
Jubilee Pocket ,Queensland
Summary
Currently studying Certificate III / IV in School Based Education Support. Presently working as a relief Teachers Aide. Passionate and skilled in assisting teachers with classroom functions, individual and group instruction. Talented in using various strategies to model positive behaviour and maintain classroom behaviours and expectations. Caring with students of different learning levels and backgrounds, disorders and disabilities.
Detail-oriented team player with strong organisational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. High level of oral and written communication, active listening and analytical problem-solving skills and the ability to build and maintain relationships with diverse range of customers, students and teachers in dynamic and fast paced environments.
Overview
19
19
years of professional experience
Work History
Teachers Aide
Department Of Education Queensland
07.2023 - Current
- Assisted teachers with student behaviour management and learning.
- Supported student physical, mental, and social development using classroom games and activities.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Supported student learning objectives through personalised and small group assistance.
- Playground duties and supervision.
Customer Service Representative
NSW POLICE FORCE - POLICE LINK
05.2006 - 05.2023
- Efficiency in manning multiple call queues in fast paced environment including Triple Zero Emergency, Crime Stoppers, Police Assistance Line 131444.
- Applied application of NSW legislation and policies with every customer contact and maintained customer confidentiality.
- Handled customer emergencies and inquiries courteously and professionally resulting in first call resolution and within KPI's.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity as well as respond proactively and positively to rapid change.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
STATE OFFICE OF REVENUE
09.2004 - 05.2006
- Handled customer enquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cross-trained and provided backup support for organisational leadership.
- Met customer call KPI's for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service
Education
Certificate III - Customer Contact
Performance Edge Systems
Sydney, NSW2007
Graduate Certificate - Fitness And Personal Training
NSW Personal Training
Online1997
Certificate II - Office Skills
TAFE New South Wales - Lithgow
Lithgow, NSW1996
Year 10 School Certificate -
Lithgow High School
Lithgow, NSW1995
Skills
- Managing multiple tasks
- Customer service and ability to adapt to diverse range of customers
- Critical thinking and prioritisation of work load
- Problem solving ability
- Typing proficiency
- Multi line phone talent and tasking
- Professional telephone and personal demeanor
- Conflict resolution
- Call Centre Operations
- Teacher Assistance
- Disciplinary Enforcement
- Educational Strategies
- Time Management
Referees
Kenneth Schack-Evans
Chief Inspector of Police - Police Link NSW
0450 520 880
Helen Jones
Business Manager - Proserpine State School, Prosperine Qld.
0419 101 271
Timeline
Teachers Aide
Department Of Education Queensland
07.2023 - Current
Customer Service Representative
NSW POLICE FORCE - POLICE LINK
05.2006 - 05.2023
Customer Service Representative
STATE OFFICE OF REVENUE
09.2004 - 05.2006
Certificate III - Customer Contact
Performance Edge Systems
Graduate Certificate - Fitness And Personal Training
NSW Personal Training
Certificate II - Office Skills
TAFE New South Wales - Lithgow
Year 10 School Certificate -
Lithgow High School
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