Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susan Bayliss

Umina Beach,NSW

Summary

I am a positive and and motivated person. I have six years experience in a call centre customer service environment. I worked as a customer service representative , where my primary role was as the first point of contact for customers. I was required to provide effective and efficient solutions for our customers.

I also later had a role as a team leader, where in addition to helping customers my role was to look after the well being and development of members in my team. These roles required me to have well developed communication and interpersonal skills. I also had strong conflict resolution skills.

I have spent quite some time out of the workforce while I was the primary caretaker for my children. I am now currently working as a home care worker with the elderly , and am looking to build a career where I can offer meaningful help to the community, and make a genuine positive impact in peoples lives.

I am a quick learner, and enjoy learning new skills and taking on new challenges. I look forward to having the opportunity to study more in achieving this.

I completed a Bachelor of Social Science in Welfare Studies in 1994. I worked in community based services as volunteer work and practical application of my degree.

Overview

31
31
years of professional experience

Work History

Home Care Worker

Australian Unity
01.2024 - Current
  • I assist elderly clients to remain as independent as possible within their own home, so. they can continue to live there and keep up with their social and personal connections within their community.
  • I assist clients to complete any and all domestic assistance tasks within their home.
  • I transport and assist clients in regarding to attending medical appointments, and any other types of outing.
  • I assist clients with their shopping, and provide social and emotional support.
  • Liase and communicate with service co ordinators, in an effort to ensure client care plans are best suited to their needs.
  • Work within scheduled time frames to achieve tasks

Sales Development Manager

Telstra
01.2001 - 03.2001
  • Coached and mentored sales team members to apply best practice needs based sales techniques.
  • Coached sales team members in products and services.
  • Worked collaboratively with management team to implement coaching timelines and plans for teams.
  • implemented successful sales strategies and action plans to drive growth and exceed revenue targets.
  • Analyzed sales data to identify opportunities for improvement and created action plans to capitalize on those opportunities.
  • Worked collaboratively with Sales Development Managers from other centres to share ideas
  • Participated in regular up to date product training

Sales Team Manager

Telstra
05.1998 - 01.2001
  • Interviewed and recruited team members adding value, dedication and knowledge to sales team.
  • Planned and directed team members in training and performance evaluations.
  • Coached team members in all areas of sales and performance goals including communication and needs identification skills, conflict resolution skills and techniques, and time management.
  • Prepared and implemented improvement and achievement plans with individual team members.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
  • Worked as part of the management team to work toward centre goals
  • Attended collaborative workshops with management teams from other centres to share skills


Sales Consultant/Call Centre Customer Service Representative

Telstra
02.1996 - 04.1998
  • Provided timely and effective solutions for customers in a high volume telecommunications call centre in regard to :
  • New phone connections , disconnections and transfers.
  • All billing inquiries, including payment extensions, product cost and information, and disputes.
  • Product needs and solutions identified for each individual customer through effective needs based questioning techniques, and highly developed communication and listening skills.
  • Customer complaints and expression of dissatisfaction.
  • Worked efficiently and effectively in a team environment to achieve both team and individual sales goals, and key performance objectives.
  • Provided ongoing support to fellow team members and management team to enhance achievement of goals and objectives.
  • Engaged in ongoing upskilling and training to ensure in- depth understanding of products, services and effective resolution techniques.
  • Engaged in ongoing upskilling and training in effective needs based sales techniques and communication skills to maintain the provision of the best service to customers.
  • Used multiple computer systems simultaneously to view, interpret and assess all necessary information to provide solutions for customers and keep their information updated.

Family Support Worker- Uni Volunteer Prac

Gosford City Family Support
04.1994 - 07.1994
  • Created and built trusting relationships with clients.
  • Visited clients in their homes, providing emotional support, and helped them to develop life skills.
  • Participated in and promoted groups with clients to help provide social support.
  • Monitored progress of our clients and recorded changes to keep the team updated.
  • Provided referrals to other agencies that may be able to give further assistance.

Aged Care Case Worker

Gosford Community Options
04.1993 - 07.1993
  • Visited clients weekly, and built strong trusting relationships with them to achieve the best outcomes for them.
  • Provided emotional and social support, transporting them to groups, and/ or taking them shopping.
  • Provided support in the home,


  • Implemented case plans, which may have included ways to make their homes more easily accessible, and more user friendly


  • Followed caseplans and provided resources

Education

First Aid Certificate

St Johns Ambulance
03.2024

Bachelor of Social Science - Social Welfare

University of Newcastle
Newcastle, NSW
11.1994

Higher School Certificate -

Corpus Christi College
Tuggerah, NSW
11.1991

Skills

  • Highly developed and effective communication and listening skills, enabling me to provide the best service to clients
  • Strong appreciation of , and ability to be a valuable member of any team
  • Ability to work independently
  • A strong sense of empathy, which hand in hand with my communication skills provides me with the skillset to work through and resolve even the most challenging of issues the customer presents
  • Strong decision making skills
  • The ability to work in a fast paced environment and enjoy the challenge of achieving goals and performance objectives
  • Adaptable to changes in the workplace and apply these changes to all situations
  • A strong sense of initiative, a willingness to learn
  • Strong computer literacy skills, and the ability to apply them effectively
  • Well developed organisational and planning skills
  • Attention to detail
  • Strong analytical skills

Timeline

Home Care Worker

Australian Unity
01.2024 - Current

Sales Development Manager

Telstra
01.2001 - 03.2001

Sales Team Manager

Telstra
05.1998 - 01.2001

Sales Consultant/Call Centre Customer Service Representative

Telstra
02.1996 - 04.1998

Family Support Worker- Uni Volunteer Prac

Gosford City Family Support
04.1994 - 07.1994

Aged Care Case Worker

Gosford Community Options
04.1993 - 07.1993

First Aid Certificate

St Johns Ambulance

Bachelor of Social Science - Social Welfare

University of Newcastle

Higher School Certificate -

Corpus Christi College

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Susan Bayliss