SHEENAL Mason
Australia
Summary
Being forward and goal-oriented with excellent time management and problem-solving skills. I am reliable and can adapt to changes, with the capacity to learn and apply new skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Service NSW - Ashdown Recruitment
09.2023 - 08.2024
- Handle general enquiry phone calls
- Continuation of training and working within a team
- Development of interpersonal and practical customer service skills
- Dealing with multiple teams within SNSW including Roads and Licensing
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance statistics consistently, earning recognition as a top performer within the team.
Human Resource Officer
Ramcar Australia
03.2023 - 09.2023
- Handle phone calls to departments across Australia, relating to high level communication with managers, stakeholders and colleagues
- The ability to remain calm and objective in all situations
- Co-ordinate all on boarding, off boarding and recruitment processes
- Provide Support to various management and staff about HR queries
- Updating HR spreadsheets, procedures, processes and templates
- Prepare staff changes and liaise with payroll
- Phone Management of NSW and interstate WorkCover claims
- Maintained accurate personnel records, ensuring privacy standards were met in accordance with relevant regulations.
- Managed employee benefits programs, ensuring timely enrollment and accurate recordkeeping.
- Advised department managers on best practices in regard to labor relations, conflict resolution, and disciplinary actions.
- Facilitated employee relations, benefits administration and performance management initiatives to support workforce needs.
- Processed paperwork and hiring details for promotions and lateral position changes.
Senior Data Entry Officer
Capital Pathology
05.2022 - 03.2023
- Report to the Supervisor, assist with Training and staff management
- Troubleshoot problems and liaise with staff and clients
- Enter information accurately and efficiently on Laboratory information systems
- Auditing information and general administrative duties
- Ensured seamless communication between departments by accurately entering relevant information into shared databases.
- Minimized discrepancies in collected information by conducting thorough research on unclear or incomplete source material prior to entering it into the system.
- Contributed towards process improvements through regular feedback/reporting on encountered challenges or suggestions for optimization.
- Prioritized multiple tasks effectively under tight deadlines without compromising on quality or accuracy standards.
- Facilitated smooth operation of daily activities within the department by performing various administrative tasks in addition to data entry responsibilities.
- Maintained strict confidentiality while handling sensitive information and adhering to company policies.
Laboratory Administrator
Douglass Hanly Moir
03.2013 - 05.2021
- Acting as a liaison between departments, pathologists and doctors, also with all levels of management and coordinators
- Answering and making phone calls, using Apollo and Gui data base and systems
- Processing incoming and outgoing mail e.g
- FedEx and other couriers
- Scanning, faxing and emailing necessary documents for testing and documentation purposes
- Excellent use of time management skills to work productively in an extremely fast pace environment
Laboratory Aide
Douglass Hanly Moir
11.2018 - 01.2020
- Duties included preparing tissue specimens for routine and special procedures to confirm patient diagnosis
- Preparing solutions and reagents for special stain procedures
- Organize/distribute medical samples and communicate with Doctors
Education
Cert IV HR Management -
TAFE NSW
Sydney, NSW01-2025
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Conflict Resolution
- Payment Processing
- Call Management
- De-Escalation Techniques
- Professional telephone demeanor
- Onboarding
- Organizational Development
- Records Management
- Sensitive information management
Professionalattributes
- A high standard of professionalism in my work.
- The ability to remain calm and objective in all situations.
- The ability to quickly identify and resolve client problems.
References
References emails and numbers available on request.
Educationcertificates
- IATA (International Air Transport Association) – Certificate
- First Aid – Certificate
- Cert IV HR Management – Current online self-paced.
Timeline
Customer Service Representative
Service NSW - Ashdown Recruitment
09.2023 - 08.2024
Human Resource Officer
Ramcar Australia
03.2023 - 09.2023
Senior Data Entry Officer
Capital Pathology
05.2022 - 03.2023
Laboratory Aide
Douglass Hanly Moir
11.2018 - 01.2020
Laboratory Administrator
Douglass Hanly Moir
03.2013 - 05.2021
Cert IV HR Management -
TAFE NSW
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