Serena Dallen
Melbourne
Summary
Proven Crisis Response Support Worker with a track record of enhancing client wellness and independence at Safe Steps Family Violence Service. Expert in multicultural competence and problem-solving, significantly improving client care through personalized support and effective crisis intervention. Skilled in teamwork and maintaining confidentiality, ensuring high-quality service and client satisfaction.
Overview
6
6
years of professional experience
Work History
Crisis Response Support Worker
Safe Steps Family Violence Service
12.2023 - Current
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Provided crisis intervention services, offering immediate support and guidance to individuals experiencing domestic violence situations.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Provided exceptional customer service to both internal departments and external vendors, addressing inquiries professionally and efficiently.
- Streamlined accounts payable processes for increased accuracy and faster payment turnaround times.
Aboriginal Liaison Officer
Victoria Police
05.2022 - 12.2023
- Maintained an open line of communication with clients, ensuring satisfaction and addressing any concerns promptly.
- Developed strong working relationships with external partners, strengthening collaboration on joint initiatives.
- Provided guidance to new employees during onboarding process, expediting their integration into the organization.
- Established effective communication channels by collaborating with various departments and stakeholders.
Customer Services Representative
Commonwealth Bank
01.2019 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Handled high volumes of cash daily, keeping meticulous records to ensure accountability and transparency.
Education
Certificate III - Business Administration
AFL Sports Ready
10.2022
Certificate II - Business Administration
AFL Sports Ready
11.2021
High School Diploma -
Greater Shepparton Secondary Colledge
10.2021
Skills
- Substance Abuse Knowledge
- Multicultural Competence
- Data Collection
- Safety Planning
- Problem-Solving
- Organizational Skills
- Teamwork and Collaboration
- Client Advocacy
Timeline
Crisis Response Support Worker
Safe Steps Family Violence Service
12.2023 - Current
Aboriginal Liaison Officer
Victoria Police
05.2022 - 12.2023
Customer Services Representative
Commonwealth Bank
01.2019 - 05.2022
Certificate II - Business Administration
AFL Sports Ready
High School Diploma -
Greater Shepparton Secondary Colledge
Certificate III - Business Administration
AFL Sports Ready
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