Rachna M. Jaitly
Adelaide,SA
Summary
Compassionate Community Services professional with hands-on expertise in aged care, disability support, and customer service. Proficient in crisis response and psychosocial support, effectively facilitating access for vulnerable individuals to essential services. Demonstrates strong rapport-building skills while managing client assessments and maintaining accurate documentation.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Customer Service Officer
AnglicareSA
Adelaide, SA
05.2026 - Current
- Delivered high-quality customer service in fast-paced call centre environment, addressing client needs effectively and ensuring satisfaction.
- Managed enquiries across housing, homelessness, family services, disability, aged care, fundraising, and community programs, ensuring comprehensive support for clients.
- Supported vulnerable individuals facing homelessness, family breakdown, financial hardship, mental health issues, and complex social challenges, facilitating access to essential services.
- Conduct intake assessments and determine eligibility for services.
- Facilitated accurate referrals for clients to ensure access to suitable programs and services. to internal programs and external service providers.
- Maintain detailed and accurate client records and case notes.
- Liaise with government agencies, housing providers, community organisations, and support services.
- Apply trauma-informed and person-centred approaches when engaging with customers.
Personal Care Worker / Medication Endorsed Carer
Resthaven
Adelaide, SA
09.2024 - Current
- Facilitated personal care, medication support, mobility assistance, and daily living activities to promote resident independence and wellbeing.
- Delivered person-centred support to older adults, including those with dementia and complex care needs, enhancing their quality of life.
- Promote dignity, independence, wellbeing, and social connection.
- Supported residents through grief, loss, anxiety, and behavioural changes, fostering emotional resilience and a sense of community.
- Collaborate with nurses and multidisciplinary teams to ensure quality care outcomes.
- Maintained care records accurately in compliance with regulations.
Customer Service Representative
WNS Avon
04.2015 - 05.2023
- Resolved customer complaints and complex enquiries with professionalism and efficiency, enhancing customer satisfaction.
- Delivered high-quality customer support in a high-volume call centre environment.
- Ensured service standards met while consistently achieving performance targets, driving customer retention.
- Cultivated strong customer relationships through empathy, active listening, and effective problem-solving, contributing to loyalty.
- Engaged with diverse customer groups to understand their needs and preferences. and adapted communication styles accordingly.
Behavioural Therapist
NGO School
01.2015 - 12.2020
- Delivered tailored behavioural intervention programs, enhancing development and addressing behavioural needs of children.
- Supported children across home, school, and community settings, promoting consistent application of learned skills.
- Collaborated with families to implement effective behavioural strategies and structured routines, fostering positive behavioural changes.
- Assisted children in developing communication, social, and emotional regulation skills.
- Utilised strengths-based and person-centred approaches to achieve positive outcomes.
Customer Service Officer
Singapore Airlines
03.2012 - 03.2015
- Provided exceptional customer service in a fast-paced aviation environment.
- Assisted passengers during flight disruptions, delays, and cancellations, providing timely support and solutions.
- Managed flight reservations, ticketing, itinerary changes, and customer enquiries to ensure smooth travel experiences.
- Supported customers from diverse cultural and linguistic backgrounds, facilitating effective communication and service.
- Demonstrated strong problem-solving, communication, and conflict-resolution skills.
Education
Graduate Diploma - Psychology
RMIT University
Online06-2027
Bachelor of Arts - Arts - English Literature
Amity University
India01-2026
Diploma - Counselling (Mental Health)
IAP
Online01-2026
Certificate III - Individual Support (Ageing & Disability)
Celtic Training
Adelaide06-2024
Skills
- Customer Service & Client Support
- Community Services
- Housing & Homelessness Support
- Aged Care Services
- Family Services
- Crisis Response & De-escalation
- Trauma-Informed Practice
- Psychosocial Support
- Mental Health Support
- Risk Assessment
- Intake & Referral Processes
- Case Notes & Record Keeping
- Active Listening & Rapport Building
- Conflict Resolution
- Strengths-Based Practice
- Cultural Safety & Diversity Awareness
- Behaviour Management
- Positive Behaviour Support
- Stakeholder Engagement
- Microsoft Office Suite
- CRM & Client Management Systems
- Trauma-Informed Care
- Crisis Intervention
- Housing & Community Services Knowledge
- Person-Centred Practice
- Mental Health Awareness
- Customer Advocacy
- Documentation & Compliance
- Relationship Building
- Team Collaboration
- Professional Communication
Personal Information
- Driving License: Australian Driver's Licence
- Availability: 2 weeks
Certification
HLTAID011 Provide First Aid, HLTAID010 Provide Basic Emergency Life Support, SA Driver's Licence, SA Volunteer Working with Children Check, NDIS Worker Screening Check, National Criminal History Check
Languages
English, Hindi, Marathi
Timeline
Customer Service Officer
AnglicareSA
05.2026 - Current
Personal Care Worker / Medication Endorsed Carer
Resthaven
09.2024 - Current
Customer Service Representative
WNS Avon
04.2015 - 05.2023
Behavioural Therapist
NGO School
01.2015 - 12.2020
Customer Service Officer
Singapore Airlines
03.2012 - 03.2015
Graduate Diploma - Psychology
RMIT University
Bachelor of Arts - Arts - English Literature
Amity University
Diploma - Counselling (Mental Health)
IAP
Certificate III - Individual Support (Ageing & Disability)
Celtic Training