Summary
Overview
Work History
Education
References
Timeline
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Rebecca Valentine

Tallong,NSW

Summary

A dynamic and results-oriented professional with a proven track record of success in sales, account management, and customer service roles. Possess strong interpersonal and communication skills with a keen ability to build and maintain relationships with clients. Experienced in driving revenue growth, exceeding sales targets, and delivering exceptional service. Adept at utilizing strategic sales tactics and leveraging key performance indicators to optimize business performance. Passionate about interior design and committed to delivering outstanding results in a fast-paced environment.

Overview

15
15
years of professional experience

Work History

Senior Emergency Ambulance Dispatcher

NSW Ambulance
11.2018 - Current
  • Dispatch most appropriate and timely ambulance resource to all incidents in accordance with NSW Ambulance policy and procedure; and interact with other emergency services where incident management requires the cooperation and coordination of specialised resources (e.g Helicopters Service, State Emergency Services, Police, and Fire Brigade)
  • Work closely with Local health Districts to ensure BAT calls are communicated and two way radio notifications are given
  • Ensure appropriate escalation and notification occurs in accordance with standard procedures and policies
  • Continually monitor all pending and active incidents as well as Ambulance resource and fluidly deploy from areas of low demand to high demand as required
  • Distribute available resources throughout defined geographic area in response to workload
  • Certified Emergency Medical Dispatcher level 4
  • Participate in quality reviews; competency assessments; service benchmarking processes to assist in identifying training needs and use outcomes to maintain required skill level and participate in training and mentoring of new staff
  • Assist Senior Control Centre Officer with collation of statistical information and provide expertise and support to other team members as required, ensuring appropriate Control Centre records are maintained
  • Responsible for assessing each call, with the assistance of Operational systems (Medical Priority Dispatch System 'MPDS', ProQA 'Professional Quality Assurance', 'Computer Aided Dispatch 'VisiCAD') to determine most appropriate response priority for each incident
  • Constant communication with operational paramedics in relation to dispatch assignments and patient requirements
  • This communication will be via telephone and two-way radio and is integral to patient wellbeing.

Emergency 000 Call Taker

NSW Ambulance
10.2017 - 11.2018
  • Co-Ordinate and manage all 000 incoming telephone and two-way radio calls
  • Apply appropriate telephone answering techniques to identify and interpret caller requests, and provide first aid advice using the Medical Priority Dispatch System consistent with NSW Ambulance policy & procedures in a timely and accurate manner
  • Accurately record all calls in accordance with NSW Ambulance protocols, procedures, and policies
  • Mentor and assist colleagues with both call taking and difficult cases as required
  • Including senior preceptor support and evidence of new trainees' development
  • Shift work in a 24/7 busy control centre that on average processes 1 call every 28 seconds, completing a rotating roster of 4 consecutive 12hr day or night shifts
  • Remain professional, calm, and provide instruction in emergency situations.

Team Leader

Collection House Ltd
01.2017 - 07.2017
  • Coordination and management of 12 FTE
  • Conducting induction for new staff, side by side training and integration to team
  • Lead regular 'perform and grow' reviews and meetings for staff
  • Conduct call monitoring, call scoring and compliance reviews of account actioning
  • Provide one on one feedback to team members
  • Manage call escalations and complaints
  • Conduct account reviews to ensure client requirements are being met
  • Liaise directly with clients in relation to portfolio's managed
  • Lead with both external and internal reporting
  • Organise daily work plan and scheduling automatic dialler for team
  • Performing the above duties while maintaining performance objectives and requirements of a Account Representative
  • Successfully assisted with the onboarding of a new client while on secondment to a prospective client's office.

Homewares Manager

Edmonds & Greer
04.2015 - 04.2017
  • Optimizing retail sales performance through strategic implementation of KPIs to drive business success
  • Managing a team of 30 staff
  • Team member induction and implementing training for new POS system
  • Rostering of staff
  • Sourcing and purchasing stock from suppliers
  • Attending trade fairs interstate to select and purchase new season stock, build networks and rapport with sales suppliers
  • Staging houses for local real estate agents
  • Merchandising stock in two homeware stores
  • Staging and set up of both homewares store and café for special event eg, bridal showers, mothers day, Melbourne Cup
  • Managing customer's accounts payable and receivable.
  • Successfully took the business from full manual ledger to completely computerised by selecting, setting up and implemented a new POS systems and software for two homewares stores and adjoining café
  • Staging and photographing sock for social media
  • Photographing special events

Account Representative

Collection House Ltd
08.2011 - 12.2015
  • Collecting on roll rate and post charge off credit cards, personal loans, mortgage shortfalls, high balance business utility accounts and extensive experience in secured car loans ranging from 30 DPD to high level post charge off including repossession, legal referral, and shortfalls
  • Implemented new collection method for sensitive accounts
  • Trained team on new collection method implemented
  • High success rate of skip tracing customers
  • Analysed and reported end of month data to senior management
  • Directly liaising with banks/clients in relation to referred matters
  • Completed training courses internally
  • Including managing staff & training staff
  • Achieved and exceeded individual targets by up to 420% on selected months which also led to achieving team targets.

Fleet Manager

Platinum Direct Finance
03.2009 - 07.2011
  • Manage 1500 fleet vehicles on novated leases
  • Manage and train new team members
  • Followed up on missed payments from Employers and Customers
  • Customer service
  • Managed sales contracts
  • Re-signing and terminating contracts
  • Data entry
  • Manage petrol credit cards for individual fleet vehicles
  • Arrange and pay for mechanical services, general maintenance, registration, and insurance on the 1500 fleet vehicles using the company credit card.

Education

Diploma Emergency Medical Dispatch -

International Academy of Emergency Dispatch (IAED)
11.2018

Cert IV Financial Services -

Platinum Direct Finance
05.2009

Cert III Mercantile Agent -

Collection House Ltd
10.2008

References

  • Sharee Chan Sau-Gough, NSW Ambulance - DCCO - Duty Control Centre Officer, 0422163242
  • Laura McCrindle, NSW Ambulance - DOM - Duty Operations Manager, 0431897337
  • Amie Fellows, Edmonds & Greer - Owner - 0402 786 357

Timeline

Senior Emergency Ambulance Dispatcher

NSW Ambulance
11.2018 - Current

Emergency 000 Call Taker

NSW Ambulance
10.2017 - 11.2018

Team Leader

Collection House Ltd
01.2017 - 07.2017

Homewares Manager

Edmonds & Greer
04.2015 - 04.2017

Account Representative

Collection House Ltd
08.2011 - 12.2015

Fleet Manager

Platinum Direct Finance
03.2009 - 07.2011

Diploma Emergency Medical Dispatch -

International Academy of Emergency Dispatch (IAED)

Cert IV Financial Services -

Platinum Direct Finance

Cert III Mercantile Agent -

Collection House Ltd

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Rebecca Valentine