Selena Casey
Bathurst
Summary
High degree of social intelligence combined with empathy, critical thinking and a positive outcome drive. I demonstrate strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. I bring a positive attitude and commitment to continuous learning. Teamwork and and results driven with a high focus on creating on improving the lives of those in vulnerable circumstances.
Overview
2025
2025
years of professional experience
Work History
Participant Support Officer (PSO)
Hoban Recruitment Agency
10.2024 - Current
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Improved information collection and recordkeeping accuracy by creating, updating and managing customer communications.
- Reduced resolution time with thorough problem analysis and timely escalation to appropriate departments.
- Actively participated in departmental initiatives aimed at continuous improvement within the support function environment.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Served as a reliable point of contact between clients and specialized teams within the organization, streamlining communication pathways effectively.
- Collaborated with cross-functional teams to resolve complex technical problems and deliver prompt solutions.
- Developed a comprehensive knowledge base, enabling faster response times for common support queries.
- Conducted regular training sessions on new products or services to stay current with industry developments.
- Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Therapeutic Support Officer
Big Brown House
01.2024 - Current
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Created, prepared, and delivered reports to various departments.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Caring for young vulnerable people with trauma based behaviours
Community Development Coordinator
East Pilbara Independence Support
01.2020 - 01.2023
- Coordinating and supporting the transition of remote, first nations peoples from community to town based living in the domains of culture, finance, legal, housing, medical (including drug and alcohol), education, employment, social and family/relationships
- Advocating for the rights of First Nations Peoples in all areas of health and lifestyle domains to ensure client driven goals are achieved
- Fostering positive work relationships with external stakeholders and service providers to ensure best client outcomes
- Identifying opportunities for organisational growth and sustainability and directly reporting those opportunities to senior management
- Monthly reporting to senior management, including Chief Executive Officer on organisational and client outcomes
- Biannual reporting to Pilbara Development Commission
- Conducting myself in a manner that promotes organisational goals and values ensuring all client, service provider interactions are ethical, honest and confidential
Regional Disability Advocate
Pilbara Disability Advocacy
01.2018 - 01.2020
- Safeguarding the rights of people with disabilities and their families
- Providing individual and systemic advocacy services for people with all types of disability including physical, sensory, intellectual, and psychiatric
- Ensuring cultural, language, religious, age, disability, race colour and sexual rights of the individual are protected and that all clients are serviced fairly and respectfully
- Identifying service entitlements of people with disability and taking steps to ensure those entitlements are being delivered
- Advocating for aged and frail, to ensure appropriate scaffolding for best health care outcomes are initiated with on referral to service providers
- Liaison with care providers, government institutions, including the State Administration Tribunal to protect vulnerable people from emotional, financial and physical abuse
- Identifying gaps in service provision and liaising with clients and service providers to close those gaps ensuring best health care outcomes
- Educate clients on rights and entitlements, providing for independent access by clients to actively participate in their own care plans
- Developing service relationships with remote residents of the Pilbara based on integrity, trust and professional reputation
- Liaising with CaLD clients to ensure their voices are heard and required services are delivered
- Fostering positive work relationships with external stakeholders and service providers to ensure best client outcomes
- Identifying opportunities for organisational growth and sustainability and directly reporting those opportunities to senior management
- Monthly reporting to senior management, including Chief Executive Officer on organisational and client outcomes
- Conducting myself in a manner that promotes organisational goals and values ensuring all client, service provider interactions are ethical, honest and confidential
Media Relations Officer
Shire of East Pilbara
- Directly responsible to Chief Executive Officer in all operational aspects
- Liaising with internal and external stakeholders, with the objective of positive media outcomes that support both the organisation and the East Pilbara region
- Maintaining organisational website and social media platforms
- Supporting organisational values, plans, strategies and goals including the positive promotion of events
- Creating media releases and liaising with media outlets regarding organisational matters
- Promoting the assets of the East Pilbara environmentally, socially and economically
- Proofreading organisational documents and assistance/advice in the creation of items such as Annual Reports
On Board Manager
Qantas Airways
- Facilitating the highest degree of onboard safety and ensuring compliance of Cabin Crew
- Coordinating and overseeing a high standard of compliance and service delivery whilst on board aircraft
- Managing customer enquiries and concerns, ensuring positive outcomes
- Coordinating and managing daily staff briefings relating to corporate, customer and safety matters
- Maintaining knowledge of corporate, operational, and individual policy for both myself and operational staff; ensuring identified gaps are rectified in a timely, professional and effective manner
- Coaching of staff regarding identified safety and service compliance gaps
- Ensuring teamwork efforts are effective resulting in best client outcomes and experience
- Coordinating safety and management of medical and operational emergencies
- Liaison with senior management regarding operational matters
Police Officer
Victoria Police Force
- General Duties
- Negotiation and dispute resolution
- Research and investigation regarding operational matters
- Report writing, record keeping and brief preparation for court attendance
- Liaison with external services ie: Magistrates, County and Supreme Courts
- Liaison with victims of crime and or witnesses
- Police Media Relations
- Directly responsible to Chief Commissioner
- Coordinate media conferences
- Speech and media release writing
- Information gathering and process, often requiring the filtering of sensitive information
- Providing media control of external media agents at major incidents
Education
No Degree - Diploma Community Services
TAFE NSW
NSW01-2026
Skills
- Strategic communications
- Community engagement
- Continuous improvement
- Teamwork and collaboration
- Customer service
- Problem-solving
- Multitasking
- Active listening
- Verbal and written communication
- Adaptability
Accomplishments
Newman Chamber Commerce and Industry - Highly commended and commended for service to the community.
Foodbank start up in the town of Newman WA and surrounding communities.
Secretary Newman RSL - Coordinating ANZAC Day, Remembrance Day and Vietnam Veterans Day services.
Providing voluntary advocacy services for returned servicemen and women regarding the securing of health supports.
Attributes
- Always conduct myself with honesty, integrity and transparency
- Demonstrate a high level of social and emotional intelligence, critical thinking, and problem-solving skills
- Possess a high degree of communication skills
- Highly developed teamwork and leadership skills
- Maintain proactive work environment philosophies
- High commitment to stakeholder outcomes
- Highly developed collaboration skills
- Non-compromising commitment to safety
- Possess a sustained passion to improving the health circumstances and outcomes of vulnerable people
- Maintain a developed understanding and respect for the cultural considerations necessary in delivering a holistic service to individuals
Affiliations
- Bathurst Hockey Association ( active player )
Timeline
Participant Support Officer (PSO)
Hoban Recruitment Agency
10.2024 - Current
Therapeutic Support Officer
Big Brown House
01.2024 - Current
Community Development Coordinator
East Pilbara Independence Support
01.2020 - 01.2023
Regional Disability Advocate
Pilbara Disability Advocacy
01.2018 - 01.2020
Media Relations Officer
Shire of East Pilbara
On Board Manager
Qantas Airways
Police Officer
Victoria Police Force
No Degree - Diploma Community Services
TAFE NSW
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