Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rebekah Gray

Schofields

Summary

Highly experienced Traffic Control Room Operator with a proven track record of efficiently managing motorway operations. Strong skills in incident detection, communication, and traffic flow optimization. Adept at providing excellent customer service in various roles. Complemented by ongoing studies in Bachelor of Early Childhood Education, a Diploma in Childcare, a Certificate III in Children's Services, and a First Aid Certificate. Proficient in preparing Work Zone tickets.

Overview

21
21
years of professional experience

Work History

Traffic Control Room Operator

Westlink M7
02.2020 - Current
  • Lead daily operations of the Traffic Control Room, overseeing incident detection, confirmation, and response using OMCS, CCTV, and communication systems
  • Manage OMCS and control room systems, including CCTV, METS, IOCS, IVLD, VSLS & VMS
  • Monitor road network for congestion, delays, and interruptions, implementing solutions promptly
  • Coordinate road occupancy to comply with M7 and TMC conditions, facilitating safe traffic flow through road works
  • Liaise with maintenance staff and emergency services, ensuring efficient traffic management
  • Maintain incident logs, distribute alerts, and provide timely information to relevant stakeholders
  • Perform the role of First Aid Officer and Warden when needed
  • Prepare Work Zone tickets in compliance with safety regulations
  • Prepare, complete, and archive Daily TCR Shift Reports, compile data into reports, and assist in training new staff.

Childcare Worker

HKH Childcare centre – Hornsby Hospital
01.2008 - 01.2012
  • Responsible for providing a safe and nurturing environment for children, ensuring their physical and emotional well-being
  • Planned and implemented age-appropriate educational activities and routines
  • Fostered positive relationships with children and parents, ensuring open communication and addressing any concerns
  • Maintained accurate records of children's development, activities, and incidents
  • Ensured compliance with all childcare regulations and safety standards
  • Collaborated with a team of childcare professionals to create a supportive and engaging atmosphere., Diploma and Certificate III), Responsible for providing a safe and nurturing environment for children, ensuring their physical and emotional well-being
  • Planned and implemented age-appropriate educational activities and routines
  • Fostered positive relationships with children and parents, ensuring open communication and addressing any concerns
  • Maintained accurate records of children's development, activities, and incidents
  • Ensured compliance with all childcare regulations and safety standards
  • Collaborated with a team of childcare professionals to create a supportive and engaging atmosphere.

Customer Service Representative

Commonwealth Bank
03.2019 - 02.2020
  • Acted as the first point of contact for customers, addressing their concerns and general banking inquiries
  • Provided accurate and timely information about various banking products and services
  • Processed financial transactions, including deposits, withdrawals, and fund transfers, with precision and compliance
  • Assisted customers in opening new accounts and provided guidance on account management
  • Effectively handled and resolved customer complaints, ensuring a high level of customer satisfaction
  • Conducted account maintenance, including updating customer information and resolving account discrepancies
  • Promoted bank products and services to customers, identifying opportunities to meet their financial needs
  • Collaborated with team members to meet service level agreements and achieve departmental goals
  • Maintained knowledge of bank policies, procedures, and regulatory requirements to ensure compliance.

Retention Agent

Greenstone
04.2016 - 12.2017

Customer Engagement

  • Proactively engage with customers who are considering canceling or discontinuing their subscription or services
  • Build rapport and establish trust with customers through active listening and empathy
  • Issue Resolution:
  • Identify the reasons behind customer dissatisfaction or intentions to cancel services
  • Address customer concerns, answer questions, and resolve issues to the customer's satisfaction
  • Offer Solutions:
  • Present retention offers, incentives, or alternatives to customers to encourage them to stay
  • Tailor solutions to match the specific needs and preferences of each customer
  • Negotiation:
  • Negotiate terms, pricing, or contract adjustments when necessary to meet customer expectations
  • Work within company guidelines to retain customers while maintaining profitability
  • Product Knowledge:
  • Maintain a deep understanding of the company's products or services to effectively educate customers about their benefits
  • Documentation:
  • Accurately record customer interactions, including details of the issue, solutions offered, and any commitments made
  • Document customer feedback and concerns for analysis and process improvement.

Quality Assurance Officer

Suttons Motor Group
04.2015 - 02.2016

Quality Control

  • Develop and implement quality control procedures and standards to ensure products or services meet or exceed customer expectations
  • Conduct regular inspections and audits of products, processes, or services to identify deviations from quality standards
  • Documentation and Record-Keeping:
  • Maintain comprehensive records of quality control activities, test results, and compliance documentation
  • Generate reports detailing quality performance and compliance
  • Process Improvement:
  • Collaborate with cross-functional teams to identify areas for process improvement
  • Recommend and implement changes to enhance product or service quality and efficiency
  • Training and Education:
  • Provide training to employees on quality control procedures, standards, and best practices
  • Ensure that staff members are knowledgeable about quality requirements and compliance
  • Quality Analysis:
  • Analyze data and trends related to quality performance
  • Identify root causes of quality issues and work with relevant teams to address them
  • Regulatory Compliance:
  • Stay updated on industry regulations, standards, and compliance requirements
  • Ensure that the organization complies with all relevant quality and safety regulations
  • Customer Feedback:
  • Collect and analyze customer feedback and complaints related to product or service quality
  • Use customer input to drive continuous improvement efforts
  • Supplier Quality:
  • Collaborate with suppliers to ensure the quality of raw materials or components
  • Evaluate supplier performance and work on improving quality at the source.

Call Centre Team Leader

Alto Group
02.2012 - 02.2014
  • Supervise and lead a team of call center agents, including monitoring attendance, performance, and adherence to policies and procedures
  • Provide ongoing coaching, training, and development to team members to enhance their skills and knowledge
  • Conduct regular performance evaluations and set individual and team performance goals
  • Performance Monitoring:
  • Monitor and evaluate the performance of team members through call monitoring, quality assurance checks, and key performance indicators (KPIs)
  • Identify areas for improvement and implement action plans to address performance gaps
  • Customer Service Excellence:
  • Ensure that team members provide excellent customer service by following established protocols and maintaining a professional and courteous demeanor
  • Handle escalated customer inquiries and complaints, seeking resolutions that meet customer satisfaction standards
  • Reporting and Documentation:
  • Maintain accurate records of team performance, including call metrics, attendance, and productivity
  • Prepare and present regular reports on team performance to management
  • Process Improvement:
  • Collaborate with the Call Centre Manager to identify process improvements that enhance efficiency and customer satisfaction
  • Implement changes and track their impact on team performance
  • Team Motivation and Morale:
  • Foster a positive and motivating work environment for the team, recognizing and rewarding exceptional performance
  • Address team members' concerns and provide support to maintain high morale
  • Compliance and Policy Adherence:
  • Ensure that team members adhere to company policies, procedures, and compliance regulations
  • Conduct regular training on compliance and regulatory requirements.

Deli Assistant

Woolworths
11.2007 - 02.2012

Crew Trainer

McDonald's
01.2003 - 11.2007

Education

Bachelor of Early Childhood -

Diploma - Childcare

Certificate III in Children's Services -

Senior First Aid Certificate - Prepare Work Zone ticket -

Highest -

High School Diploma or Bachelor's Degree -

Skills

  • Excellent interpersonal and communication skills
  • Strong knowledge of banking products and services
  • Proficiency in financial transactions and account management
  • Problem-solving and conflict resolution abilities
  • Attention to detail and accuracy
  • Customer-focused approach

Timeline

Traffic Control Room Operator

Westlink M7
02.2020 - Current

Customer Service Representative

Commonwealth Bank
03.2019 - 02.2020

Retention Agent

Greenstone
04.2016 - 12.2017

Quality Assurance Officer

Suttons Motor Group
04.2015 - 02.2016

Call Centre Team Leader

Alto Group
02.2012 - 02.2014

Childcare Worker

HKH Childcare centre – Hornsby Hospital
01.2008 - 01.2012

Deli Assistant

Woolworths
11.2007 - 02.2012

Crew Trainer

McDonald's
01.2003 - 11.2007

Customer Engagement

Quality Control

Bachelor of Early Childhood -

Diploma - Childcare

Certificate III in Children's Services -

Senior First Aid Certificate - Prepare Work Zone ticket -

Highest -

High School Diploma or Bachelor's Degree -

Similar Profiles

CREATE PROFILE
Rebekah Gray