Sarah Harding-Skinner

• Answered incoming calls and responded to customer enquiries.
• Provided general administrative support to Case Managers.
• Utilised various spreadsheets to track complaint allocations.
• Monitored and distributed email correspondence accordingly.
• Made outbound calls to obtain relevant information.
• Raised website complaints and allocated to relevant areas within the business.

• Reviewed documents, call recordings, policy notes, and communicated to relevant areas of the business to develop an outcome.
• Created folders for each customer that housed all relevant complaint information.
• Analysed complaint data for trends in order to identify areas for improvement.
• Monitored incoming emails from customers regarding disputes and responded accordingly.
• Prepared and delivered thorough Final Decision Letters.
• Maintained complaint handling procedures.

• Delivered customer service to both existing and new clients via a variety of digital platforms (Live chat, SMS, email, social media).
• Managed L1 complaints (raising, investigating, providing a resolution).
• Actioning written customer communication in a timely manner.
• Utilising various platforms on a daily basis including DISC, Slack, HIYA and Live Person.
• Actively participating in the day-to-day team environment and in team events, such as team meetings, one-on-ones, and development sessions.
• Offering regular input and ideas on possible process improvement initiatives.
• Maintain and enhancing product knowledge through ongoing learning.

• Maintained tidy and clean classrooms that are consistent with safety and health standards.
• Assisted teacher with developing creative programs suitable for preschool children.
• Observed children to identify individuals in need of additional support and development strategies to improve assistance.
• Encouraged children to interact with each other and participate in group activities.
• Promoted physical, academic, and social development by implementing diverse classroom and outside activities.
• Consulted with parents to build and maintain positive support networks and support continuing education strategies.
• Organised snack time and nap hours.
• Applied play-based strategies to provide diverse approaches to learning.

Participated in 4 weeks of Pre-Service Teacher placement in June 2022 and October 2022.

• Assisted teachers in everyday tasks and lessons.
• Participated in lesson implementation and creation.
• Helped students with lesson content.
• Created and developed lesson plans to meet students' academic needs.
• Modified lessons and curriculum to accomodate diverse learners by using strategies such as peer-assisted learning and group work.
• Developed and implemented classroom routines to address varying student needs.
• Worked with staff members and teachers to design comprehensive and individualised plans to optimise student education.
• Shifted between formal and informal methods of teaching to keep students engaged.
• Fostered student curiosity and interest through creative, hands-on activities.
• Participated in department meetings to provide input to colleagues about student achievement and improvement.

• Make sure children's needs are met by providing the right care and guidance for each individual child.
• Assisted teachers with lesson preparation and curriculum implementation.
• Built and strengthened positive relationships with children, parents, and staff.
• Participated in workshops, trainings, and conferences to improve educational skills.
• Experience and knowledge of NQS and EYLF.
• Working collaboratively and cooperatively in a team environment.
• Observed children and recorded activities, maintained daily records, and created safe environments during activities, meals, and naps.

• Preparing and serving food and beverages, taking customer orders, operating cash registers, accepting payments and preparing sales invoices, clearing tables, kitchen duties including preparation of food and beverages, barista duties, supervision support to other cafe employees, safety and security procedures, opening and closing of premises, stocktake, cleaning cafe equipment.
• Temporary cafe manager.

• Customer service and cashier duties, including taking orders, operating cash registers, running drive-thru service, preparing food and beverages, barista duties, cleaning restaurant and equipment, resolving complaints, and following safety and security procedures.

• Service and cashier, taking customer orders in person and via telephone, preparation and packing of customers' orders, restocking, and cleaning duties.