Summary
Overview
Work History
Skills
Certification
Additional Information
Timeline
Generic

Rebecca Tomasiello

Melbourne,VIC

Summary

Dynamic customer service professional with over 10 years of experience in providing exceptional support and solutions. Proven track record in fostering team collaboration and adaptability to achieve outstanding results. Expert in conflict resolution, communication, and customer relationship management, recognized for a positive approach to teamwork and thriving in fast-paced environments. Committed to driving goal attainment and process improvement in customer and patient-facing roles.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Support Officer

InstantScripts
07.2023 - Current
  • Achieved consistently high customer satisfaction ratings over 85% through personalized assistance and empathy in interactions.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Exceeded performance targets consistently by adopting a proactive approach towards addressing client concerns before escalation was necessary.
  • Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
  • Partnered with hiring managers to establish role-specific expectations for successful onboarding outcomes, aligning goals across departments within the organization as a whole.
  • Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
  • Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.

Disability Support Worker + Team Leader (Casual)

Care For You
01.2018 - 04.2021
  • Collaborated with healthcare providers to drive continuity of care.
  • Worked with medical teams, patients and families to implement effective treatment plans.
  • Collaborated with interdisciplinary teams to develop comprehensive care plans, ensuring optimal client wellbeing.
  • Resolved problems, improved operations, and provided exceptional service.
  • Managing stock & inventory, problem solving within the teams, training new staff members, teaching complex and specific client routines.
  • Used coordination and planning skills to achieve results according to schedule.
  • Liaising, reporting and working with Care Managers.
  • Maintaining safety standards, adhering to all company policies and procedures. Including safe manual handling.
  • Built great professional rapport with clients while helping achieve the best outcomes for their rehabilitation.
  • Maintained detailed records of patient progress, documentation of services and case notes.
  • Assessed risk factors of patients and made referrals for further services.

Au Pair (Full-Time)

Independent Clients
05.2015 - 11.2017
  • Worked with children from 12 months to 10 years old
  • Respecting family values and their cultural expectations
  • Teaching children English and developing their communication skills
  • Supported children in play activities, meals and snacks, hygiene and socialization.
  • Collaborated closely with parents to establish consistent routines expectations promoting stability security for their children.
  • Contributed to a positive atmosphere within homes by demonstrating flexibility adaptability when faced with unexpected changes or challenges.
  • Applied positive behaviour management techniques to enhance social interactions and emotional development.
  • Implemented daily routine to maintain structure and stability
  • Assisted in improving children''s academic performance by providing tutoring and homework support.

Café Worker (Part-Time)

Inverurie Garden Centre Café
06.2016 - 11.2016
  • Handled high-pressure situations calmly while multitasking effectively to maintain optimal productivity levels during busy periods.
  • Produced food and drink products adhering to company quality and quantity standards.
  • Enhanced customer satisfaction by providing efficient and friendly service with a welcoming attitude.
  • Supported fellow team members in achieving smooth workflow during peak hours.

Customer Service Assistant + Supervisor (Casual)

Target
04.2010 - 04.2015
  • Managing customer complaints, able to defuse complicated situations.
  • Answering calls and handling customer inquiries.
  • Training & management of new staff members.
  • Adaptable, transferring skills when needed in different departments after minimal training.
  • Managing stock including processing inventory, packing, organizing lay-by orders and restocking shelves.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Calmly investigated and resolved customer inquiries and complaints by evaluating problems and finding appropriate solutions while diffusing any tense situations.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintains high standards of customer care while delivering prompt service and suggesting effective solutions to prioritize and increase customer needs and satisfaction.

Register + Customer Service Desk (Casual)

Coles Supermarket
04.2014 - 12.2014
  • Ability to perform effectively within fast paced work environments and high customer volumes.
  • Exceptional communication and customer service skills.
  • Set up of in store promotions and visual merchandising.
  • Maintaining clean work environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Actively listened to customers, handled concerns quickly and efficiently.

Payroll Assistance + Receptionist (Casual)

The Reject Shop
02.2013 - 11.2014
  • Fast and effective data entry and filing large quantities of paperwork finding these takes highly enjoyable!
  • Actively listened to customers, handled concerns quickly and escalated issues to appropriate departments.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Maintaining emails and phone calls, friendly and welcoming personal skills.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Responsible for the main phone line and head office emailing system, answering calls, booking meetings, responding to customers via phone and email.
  • Maintained energy and enthusiasm as front of house.

Skills

  • Adaptive Communication skills
  • Documentation and Reporting
  • Quality Improvement
  • Staff education and training
  • Complaint resolution
  • Onboarding and Orientation
  • Multitasking Abilities
  • Process Improvement

Certification

  • Police/Background Check
  • WWCC
  • CPR & First Aid Certified
  • SHODEN Reiki Level 1

Additional Information

Northcote High School, 2013

Certificate IV in Allied Health Assistance, RMIT (2018)

Independent Studies, Griffith University (2016):

  • Management Concepts (Distinction)
  • Economics (Credit)
  • Introduction to Marketing (High Distinction)


Work Experience Internship at Myer Headquarters (2013)

Marketing Mix Plan University Recognition, Griffith University (2016)

Recognised in Customer Service Feedback for excellent customer service on multiple occasions.

Student Representative, Diploma of Nursing, RMIT (2020)

250+ hrs of clinical work experience in healthcare settings

Timeline

Customer Support Officer

InstantScripts
07.2023 - Current

Disability Support Worker + Team Leader (Casual)

Care For You
01.2018 - 04.2021

Café Worker (Part-Time)

Inverurie Garden Centre Café
06.2016 - 11.2016

Au Pair (Full-Time)

Independent Clients
05.2015 - 11.2017

Register + Customer Service Desk (Casual)

Coles Supermarket
04.2014 - 12.2014

Payroll Assistance + Receptionist (Casual)

The Reject Shop
02.2013 - 11.2014

Customer Service Assistant + Supervisor (Casual)

Target
04.2010 - 04.2015

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Rebecca Tomasiello