Sharnie Singh
Brisbane,QLD
Summary
Motivated counselling student seeking invaluable placement experience at Kids Helpline to deepen and imbed counselling skills. Bringing an educational background in Psychology/Criminal Justice & Criminology, as well as practical skills obtained through work in the Community Service, Residential Youth Work and Financial Services Industry. Offering a deep desire to uplift and provide care to others through my practise.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Insurance Customer Service Representative
Australian Retirement Trust
Brisbane, QLD
12.2023 - Current
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Engaged in active and empathic listening to provide client support at a time of heightened vulnerability.
- Utilised multiple online platforms simultaneously to service customer's (Citisuper, Appian).
- Acting as the first point of contact to families following a member's passing; utilising person-centred care to support the family and provide the relevant information regarding a claim.
- Maintained strict privacy and confidentiality processes to prevent breaches of customer's personal information.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Asked probing questions and offered solutions to resolve customer issues.
- Applied basic insurance underwriting knowledge to evaluate and analyze information.
Positive Behaviour Support Practitioner
Footsteps Community Services
Brisbane, QLD
02.2022 - 12.2023
- Created Positive Behaviour Support Plans for clients, which included evidence-based behavioural, therapeutic and holistic strategies to improve quality of life.
- Conducted stakeholder meetings with client's, their families and care team to identify joint goals and collate information for their PBSP.
- Assisted clients in developing life skills, such as problem solving, communication, decision making, self-care and social interaction.
- Facilitated 30+ NDIS participants gaining Positive Behaviour Support funding through submission of letter of supports advocating for their needs.
- Conducted additional biopsychosocial and personal-centered assessments to gain deeper understanding of client's strengths and goals.
- Managed a full-time caseload of client's, including booking of diary 6-8 weeks in advance to ensure continuity of care and progress of PBSP.
- Actively engaged in individual and group supervision to ensure high level of care to clients and workshop implementation of strategies.
- Formulated training material and delivered training sessions built around client's Positive Behaviour Support Plans to client's stakeholders.
- Adhered to ethical and legal standards set forth by the National Disability Insurance Scheme (NDIS) as well as the organisations policies and procedures.
Customer Interaction Agent
Australian Retirement Trust
Brisbane, QLD
02.2021 - 02.2022
- Responded efficiently to customer inquiries via phone, email, and chat.
- Provided detailed information about product features and services.
- Communicated effectively and utilised problem-solving skills to resolve customer complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Troubleshot technical issues related to products or services.
- Adhered to company policies and procedures when interacting with customers.
- Practiced active listening and empathic language to build rapport with customers.
- Managed multiple digital platforms and systems comfortably whilst taking inbound calls.
- Consistently sought feedback and engaged in meetings with management to enhance performance.
- Actively tracked call efficiency and customer satisfaction by working towards benchmark key performance indicators.
Residential Youth Worker
Uniting Care
Ipswich, QLD
01.2020 - 12.2020
- Facilitated daily activities such as educational, recreational, and social skill development for young people.
- Monitored and documented the progress of each young person's well-being and mental health status.
- Conducted assessments of youth to identify any potential behavioral or emotional issues.
- Maintained a safe environment by enforcing rules and regulations set forth by the facility.
- Developed positive relationships with residents through open communication, trust building, and role modeling.
- Collaborated with interdisciplinary teams to create individualized treatment plans for residents.
- Encouraged independent living skills such as budgeting, grocery shopping, meal preparation.
- Participated in weekly case conferences to review client progress and develop new goals for clients.
- Assisted in crisis management situations involving suicidal ideations or other dangerous behaviors from youth.
- Utilized evidence-based practices when working with clients to ensure best outcomes possible.
- Managed medication administration process for residents according to physician instructions.
- Advocated for the rights of young people while promoting self-determination principles at all times.
- Worked closely with local schools to provide special accommodations related to academics or extracurricular activities for students living in residential care settings.
Domestic Violence Unit Student Placement
Queensland Police Service
Brisbane, QLD
06.2019 - 10.2019
- Conducted a literature review on the Police Referral process, informing future QPS Domestic Violence Unit referral practices.
- Spearheaded an Evaluation Proposal project for QPS.
- Regularly liaised with Domestic and Family Violence Unit key staff to ensure the relevance and appropriateness of the proposed project.
- Engaged in regular supervision with supervisor to deepen understanding on the internal processes of the DFV unit and seek feedback on project.
Peer Mentor
Griffith University
Brisbane, QLD
03.2019 - 11.2019
- Provided academic support and guidance to students in need of assistance.
- Facilitated group discussion sessions on topics such as study skills, university preparation and career exploration.
- Led campus tours and facilitated group ice-breaker activities.
- Maintained accurate records of interactions with each mentee, including notes and progress reports.
- Organized activities designed to build self-esteem, promote team building and foster creativity among participants.
- Led weekly meetings with mentors and mentees to assess progress towards goals set during previous meetings.
Education
Bachelor of Psychological Science/Criminology & Criminal Justice -
Griffith University
Brisbane, QLD11-2019
Graduate Diploma of Counselling -
Deakin University
Burwood, VICSkills
- Active and Empathic Listening Skills
- An Unconditional Positive Regard for Clients
- Ability to Work in High-Intensity Environments
- Strengths-Based Approach to Client's
- Ability to Measure and Manage Risk
- Resilience
- Self-Efficacy
- Communication and Interpersonal Skills
- Attention to Detail
- Written Communication
Certification
Counsellingport Practices (2022) Monash University
HLTAID009 Provide Cardiopulmonary Resuscitation, HLTAID010 Provide Basic Emergency Life Support, HLTAID011 Provide First Aid (2023) Australia Wide First Aid
References
References available upon request.
Timeline
Insurance Customer Service Representative
Australian Retirement Trust
12.2023 - Current
Positive Behaviour Support Practitioner
Footsteps Community Services
02.2022 - 12.2023
Customer Interaction Agent
Australian Retirement Trust
02.2021 - 02.2022
Residential Youth Worker
Uniting Care
01.2020 - 12.2020
Domestic Violence Unit Student Placement
Queensland Police Service
06.2019 - 10.2019
Peer Mentor
Griffith University
03.2019 - 11.2019
Bachelor of Psychological Science/Criminology & Criminal Justice -
Griffith University
Graduate Diploma of Counselling -
Deakin University
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