Summary
Overview
Work History
Education
Timeline
Generic

Sonia Grimshaw

Hobart,TAS

Summary

I am a professional, intelligent, and effective leader with years of experience managing teams, my own business, and working in roles where I deliver exceptional customer service.

I take great pride in my attention to detail, diligent work ethic, ability to learn on the go, and am equally comfortable working autonomously as I am within a team.

I am capable and competent, efficient in preforming my duties, and importantly I exercise sound judgement, while bringing genuine warmth to my interactions with others.

I have been working as a SDO for only a brief time, but have already built significant rapport with members of my team.

Overview

13
13
years of professional experience

Work History

Service Delivery Officer

Department Of Defence
02.2025 - Current
  • Providing support to Defence personnel through a variety of channels
  • Completing mandatory training to deliver various services that adhere to the high quality standards expected of members of Defence and APS
  • Interpreting relevant policy and legislation as it pertains to Defence operation and procedures
  • Navigating various platforms such as IET, Objective, Microsoft Office and Teams, Avaya, LXP, Adele
  • Adhering to a strict schedule, working autonomously and problem solving.
  • Seeking clarification from Team Leaders in areas I am uncertain of to ensure high quality performance meets the rigorous standards of the role
  • Preforming redactions with high accuracy and efficiency, adhering to the principals set out within the Privacy Act 1988
  • Building professional and warm rapport with all members of my team

Telephonist

Southern Communication Network
10.2024 - Current
  • Managing inbound calls to dispatch taxis for over 40 fleets across Australia and New Zealand
  • Communicating in a clear, concise, and friendly manner while adhering to directive to prioritise high level customer service, in a short amount of time
  • Familiarising myself with the various policies unique to each fleet
  • Implementing varying rules and regulations effectively to avoid delays or financial loss to the company.
  • Ensuring the safety and compliance of various state regulations are adhered to to keep the public and drivers safe
  • Frequently dealing with callers who are agitated, verbally abusive and under the influences of substances while maintaining a professional and calm manner and ensuring the safety of our drivers
  • Assisting vulnerable members of the community such as those with disabilities, the elderly, culturally and linguistically diverse people, victims of domestic violence, and people needing transport to medical facilities in a compassionate, empathetic and professional manner
  • Maintaining working partnerships with VIP clients
  • Correctly actioning jobs of high importance such as transportation of blood and medical products between hospitals
  • I only received three hours of formal training to preform these duties, much of what I know was learned through proactive engagement with my superiors and accessing learning material in brief moments between calls
  • Managing my time efficiently, adhering to a strict schedule, and building and maintaining a professional and warm rapport with all members of my team

Airbnb Host

Self-employeed
02.2022 - Current
  • Managing a successful Airbnb business attached to my home
  • Obtaining recognition on the platform as a Superhost, based on consistently high levels of satisfaction rated by my customers
  • Managing inventory, cleanliness, bookings, advertising and marketing and financial obligations of running my own business
  • Communicating with guests, ensuring good availability to address issues in a timely manner
  • Being adaptable to changing circumstances and travel plans
  • Becoming an expert in my local area
  • Identifying trends in booking rates based on various factors and adjusting pricing to ensure maximum income is earned during peak periods, and there are minimal gaps in bookings during quieter periods
  • High attention to detail, and attunement to customers needs
  • Making judgement calls that adhered to my ethics. Such as providing a full refund to a customer who has had to cancel at the last minute due to a medical issue. In instances of last minute cancellations due to compassionate reasons I would forfeit my own profit where possible in favour of assisting a customer who is having an already stressful experience

Supervisor

Ten Lives Cat Centre
04.2012 - 08.2014
  • Managed a team of employees and volunteers to sustain the daily operations of the centre
  • Provided hands on training to staff in the management of domestic and feral cats, infection control procedures, safety and first aid, and the importance of maintaining a clean environment for the public and animals
  • Educating member of the public on the Cat Management Act and responsible pet ownership
  • Transporting animals to veterniary
  • Facilitating the euthanizing of animals who could not be rehomed
  • Regularly checking in with staff regarding their mental health and wellbeing, as providing these services was emotionally taxing
  • Managing a retail space, dealing with point of sale systems, broad customer service and preforming extensive administrative tasks
  • Using my personal time to develop training resources for my staff to assist them in preforming their duties

Education

Bachelor of Arts - Sociology

University of Tasmania
TAS

First Aid Training

Red Cross

Responses To Domestic Violence

Lifeline DV Alert
10-2024

Timeline

Service Delivery Officer

Department Of Defence
02.2025 - Current

Telephonist

Southern Communication Network
10.2024 - Current

Airbnb Host

Self-employeed
02.2022 - Current

Supervisor

Ten Lives Cat Centre
04.2012 - 08.2014

Bachelor of Arts - Sociology

University of Tasmania

First Aid Training

Red Cross

Responses To Domestic Violence

Lifeline DV Alert

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