Shani Jones
Berwick,VIC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
APS5 Senior Customer Contact Officer
Aged Care Quality And Safety Commission
10.2022 - Current
- Respond to contacts via phone, email and web forms during business hours based on a team roster.
- Contribute to the priorities of a team and effectively manage workloads.
- identifying and escalating risks to the Team Leader
- Serve as an escalation point for APS 4 staff, provide support and guidance to staff in order to identify and resolve more complex issues.
- Attend, and participate in, team meetings or training when required.
Business Support Officer
City Of Greater Dandenong Council
08.2022 - 10.2022
- Provide administrative support to the Coordinator / Team Leader, as required ensuring an efficient and effective day to day operation of the Department as well as quality customer service to both internal and external stakeholders.
- Ensuring business information and tasks are coordinated, up to date, readily accessible and completed on time.
- Ensure all written communications are clearly and concisely presented, on time, address the issue at hand and consultation is always maintained.
- Supported executive-level staff by handling complex scheduling needs and managing confidential information discreetly.
- Collected, arranged, and input information into database system.
Community Support Officer
City Of Greater Dandenong Council
04.2022 - 08.2022
- Maintained internal database of service workers, participants, activities and other relevant details.
- Managed communication channels between the community support team and residents, maintaining open lines of dialogue for timely issue resolution.
- Approached issues proactively to best meet current and future community needs.
- Allocating and formulating rosters for care staff to attend to elderly participants homes.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Customer Service Officer
National Cancer Screening Register (NCSR)
07.2020 - 04.2022
- Providing participants further information in regards to the use of bowel screening kits.
- Helped large volumes of consumers everyday with a positive attitude and focus on customer satisfaction.
- Liaising with other healthcare professionals in regard to patients results and treatment pathways.
- Troubleshooting with associated software.
- Maintained accurate and current participant health data with manual forms processing and digital information updates.
Personal Shopper
Coles Supermarket
02.2019 - 02.2021
- Presented professional image consistent with company's brand values.
- Loaded and unloaded orders at customer's homes or locations.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanour.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
All Rounder
Crocs PlayCentre
06.2016 - 02.2019
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Collaborated with team members to deliver timely and accurate orders during peak hours.
- Adhered to strict food safety guidelines when preparing food items such as sandwiches, pastries, or salads for customers'' enjoyment.
- Trained new employees on proper brewing techniques, equipment maintenance, and customer service standards.
- Cleaned counters, machines, utensils, and seating areas daily.
- Prepared and stocked baked goods, sandwiches, wraps and light snacks to compliment beverage choices.
- Used POS system to accurately enter orders and process payments.
- Maintained cleanliness and organization of the workspace, ensuring a safe and welcoming environment for customers.
Education
Diploma of Nutrition - Nutrition
Australian Institute of Personal Training
Online04.2025
Certificate 3 And 4 - Health And Fitness
Australian Institute of Personal Training
Online12.2024
Year 12 VCE Completion -
Berwick College
Berwick, VIC11.2018
Skills
- Analytical Thinking
- Work Coordination
- Good Telephone Etiquette
- Time Management
- Problem-Solving
- Flexible and Adaptable
- Decision-Making
- Verbal Communication
- Written Communication
- Teamwork and Collaboration
- Conflict Resolution
- Customer Service
Affiliations
- Susannah Hoggett - Former Team Leader at Aged Care Quality and Safety Commission: 0402 179 167
- Sofia Khan- Former Senior Colleague at Aged Care Quality and Safety Commission: 0487 092 532
- Dale Streader- Previous Manager at NCSR: 0408 810 710
Timeline
APS5 Senior Customer Contact Officer
Aged Care Quality And Safety Commission
10.2022 - Current
Business Support Officer
City Of Greater Dandenong Council
08.2022 - 10.2022
Community Support Officer
City Of Greater Dandenong Council
04.2022 - 08.2022
Customer Service Officer
National Cancer Screening Register (NCSR)
07.2020 - 04.2022
Personal Shopper
Coles Supermarket
02.2019 - 02.2021
All Rounder
Crocs PlayCentre
06.2016 - 02.2019
Diploma of Nutrition - Nutrition
Australian Institute of Personal Training
Certificate 3 And 4 - Health And Fitness
Australian Institute of Personal Training
Year 12 VCE Completion -
Berwick College
Similar Profiles
Robie RamasRobie Ramas
Contact Officer - APS4 at The Aged Care Quality And Safety CommissionContact Officer - APS4 at The Aged Care Quality And Safety Commission
Daniela FekonjaDaniela Fekonja
Assistant Director at Aged Care Quality And Safety CommissionAssistant Director at Aged Care Quality And Safety Commission
Alexis AndreuAlexis Andreu
Registration Officer – Provider Registration Regulatory Operations Division at NDIS Quality and Safeguards CommissionRegistration Officer – Provider Registration Regulatory Operations Division at NDIS Quality and Safeguards Commission