Summary
Overview
Work History
Education
Skills
Attributes
Employment Objective
References
Hobbies and Interests
Training
Languages
Timeline
AdministrativeAssistant
Shana Rufatt

Shana Rufatt

Werribee,VIC

Summary

Courteous, compassionate and fierce candidate to choose.

I have experience providing quality customer service and administrative services.

Proven track record of success in streamlined operations, developing protocols and improving outcomes/reducing any need for complaints.

Very strong commitment to exemplary customer care and maximising business continuity and success whilst ensuring customer/client safety and satisfaction.

I have also studied Diploma of Nursing (1.5years) however isn’t listed due to the fact that wasn’t able to pass at the time due to life circumstances but I do plan to go back to that field someday.

Overview

16
16
years of professional experience

Work History

Administrative duties

VPTA (Victorian Public Tenants Association)
01.2009 - Current
  • Handled administrative duties, filing, and errands.
  • Minute recording.
  • Data Entry.
  • IT work.
  • Organisation of inventory.
  • Answering phones with the appropriate manner.
  • Completed administrative duties and reports.
  • Assisted with visitors' requests.
  • Performed office administrative duties to enhance team cohesiveness.
  • Performed administrative duties, replenished stock, answered phones and filed paperwork.
  • Executed administrative duties to facilitate unit tasks and meet team goals.
  • Performed administrative duties such as payroll, driver counseling and accident reviews.
  • Performed data entry and other administrative duties in support of office staff.

Casual Child Carer

Ms. Alex Muscat
01.2008 - 01.2020
  • Maintain the safe welfare of five children of various ages.
  • Cleaning duties and cooking duties
  • Assisting in homework and maintaining a regular sleep time
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Maintained accurate records of children’s care, documenting progress and any changes in school attendance, behavioural conditions, and/or health.
  • Collaborated with healthcare professionals to develop comprehensive care strategies for optimal patient outcomes whenever possible (dietitians, psychologists, specialists, physiotherapists ect)
  • With permission, I implemented safety measures to prevent falls, accidents, and injuries within the home environment.
  • Delivered personal, non judgmental and fun hygiene assistance including bathing, grooming, dressing, feeding, toileting, while maintaining client privacy and respect.
  • Provided emotional support to the children and their families, fostering strong relationships built on trust and empathy between all.
  • Transported children/family to appointments and social activities, ensuring punctual arrival and a comfortable experience en route to and from given destination

Waitress/Barista

Casablanca Kebab & Shisha Lounge
06.2015 - 12.2016
  • Open and close store
  • Training others
  • Coffee making
  • Kitchen hand, Food preparation, Dishwasher, Store cleaning & Working in-store solo
  • Managed high volume of customers during peak hours, maintaining prompt and efficient service.
  • Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
  • Greeted new customers, discussed specials, and took drink orders.
  • Used cash registers and credit card machines to cash out customers.
  • Handled cash transactions accurately, ensuring proper accounting and minimizing discrepancies at the end of shifts.
  • Handled customer complaints diplomatically, working towards satisfactory solutions that ultimately retained loyal clientele.

Customer Service Supervisor

Wild Rhino Shoes - Essendon DFO
03.2013 - 03.2015
  • Promoted a positive work environment through open communication, bright nature, fostering team collaboration and high level service.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Researched and corrected customer concerns to promote company loyalty.

Customer Service Representative

KFC – Elizabeth Street
02.2013 - 11.2013
  • Customer Service, Money handling and Working with modern cash register
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

VCE -

Presentation College WIndsor
Windsor, VIC

Skills

  • Able to work unsupervised
  • Able to handle busy workloads
  • Able to work in a team based environment
  • Quick learner
  • Experience in word documents
  • Experience in various types of administration
  • Administrative Duties Proficiency
  • Reception duties
  • Collections duties
  • Cleaning duties
  • Administrative writing
  • Administrative organization
  • General housekeeping duties
  • Healthcare Administrative Duties (non official)
  • Delegating Tasks and Duties
  • Open and closing duties
  • RSA, RBA, First Aid & CPR certified

Attributes

  • Keen to work
  • Efficient
  • Extremely friendly
  • Able to work well with others and solo
  • Not afraid to ask for assistance when needed
  • Bubbly and energetic personality
  • Eager and also quick to learn to new things

Employment Objective

I wish to work in a team-based environment, with a company that has good views on short and long - term goals. I’m willing to enhance business profits by using my customer service skills thus making profit and achieving customer satisfaction. I wish to learn new things and grow through employment and put my outgoing nature and thrive for hard work to good use in the work force.

References

  • Mrs. Ana Rufatt, Chairperson for VPTA (Victorian Public Tenants Association), 0403 051 330
  • Ms. Samira Mohammed, Member of VPTA, 0423 665 528
  • Ms. Alex Muscat, Owner of Muscat Events – Family of Child Care, 0416 807 168
  • Mrs. Kirstin Gray, Owner of multiple businesses – Family of Child Care, 040 835 8424

Hobbies and Interests

  • Travel
  • Medicine
  • IT
  • Social Interaction
  • Cooking
  • Animals and children
  • Oceanic

Training

  • RSF
  • RSA
  • Basic First Aid
  • Operate a bar
  • Advanced Cocktails
  • Coffee art
  • Prepare and serve espresso coffee
  • Coach others in job skills
  • Provide Food and Beverage Service
  • Money Handling and Working of the Cash Register

Languages

English
Native or Bilingual
Spanish
Professional Working
Arabic
Elementary

Timeline

Waitress/Barista

Casablanca Kebab & Shisha Lounge
06.2015 - 12.2016

Customer Service Supervisor

Wild Rhino Shoes - Essendon DFO
03.2013 - 03.2015

Customer Service Representative

KFC – Elizabeth Street
02.2013 - 11.2013

Administrative duties

VPTA (Victorian Public Tenants Association)
01.2009 - Current

Casual Child Carer

Ms. Alex Muscat
01.2008 - 01.2020

VCE -

Presentation College WIndsor

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Shana Rufatt