As a young, well-educated professional I hold many traits that would be desirable for any potential employer. Highly motivated, reliable, punctual and always strive to be the best. I have developed exceptional customer service and client-facing skills; I am skilled in dealing with many types of personalities and solving conflicts. Quick to learn, highly confident and enthusiastic. When faced with adversity I adapt and present my best self to each person to resolve any issues to have the best outcome for all parties.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Relations Specialist
Health Equipment and Consumable Supplies Australia
07.2023 - Current
Within 12 months of being with HESCA, in July 2023, I was promoted to Senior Customer Relations Specialist (second in charge) of the Customer Relations Team
I am responsible for assisting the Customer Relations Specialist Team Leader, and in her absence supervising and supporting the Customer Relations Team
Primary Responsibilities: Assist in managing the customer relations team to ensure performance goals are met or exceeded
Assist in developing and implementing policies and procedures to improve the customer experience and team productivity
Monitor, provide coaching and training to team members to improve service quality, technical skills, and overall performance
Handle escalated customer complaints or enquiries and ensure timely and satisfactory resolution
Support the customer relations team leader in setting performance goals and developing strategies
Ensure compliance with company policies, industry regulations, and legal requirements.
Customer Relations Specialist
Health Equipment and Consumable Supplies Australia
07.2022 - Current
Processed purchase orders, phone orders and emails requested via email and other methods of communication
Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel
Aided colleagues, managers and customers through regular communication and assistance
Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives
Assist to establish workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
Coached new employees through day-to-day work and complex problems
Answered customer telephone calls promptly to avoid on-hold wait times
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Offered advice and assistance to customers, paying attention to special needs or wants
Responded to customer requests for products, services and company information
Recommended products to customers, thoroughly explaining details
Responded proactively and positively to rapid change
Promoted available products and services to customers during service, account management and order calls.
Operating Theatre Assistant
Greenslopes Private Hospital
03.2022 - 07.2022
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
Carried out day-day-day duties accurately and efficiently
Demonstrated respect, friendliness and willingness to help wherever needed
Worked flexible hours; night, weekend, and holiday shifts
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
Maintained energy and enthusiasm in fast-paced environment
Used coordination and planning skills to achieve results according to schedule
Prepared patients for surgery and transported patients to and from operating room
Assisted in transporting patients, and equipment before and during surgical procedures
Cleaned and sterilized room after surgery
Gowned and gloved staff to help team prepare for surgeries.
Personal Care Assistant
Aveo Cleveland Gardens Retirement Village
09.2021 - 03.2022
Built strong relationships with clients to deliver emotional support and companionship.
Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
Personal Support Worker
Real Community Services
05.2021 - 09.2021
Assisted clients with daily living activities, promoting independence and wellbeing.
Disability Support Worker
Star Disability
11.2020 - 05.2021
Assisted clients with daily living needs to maintain self-esteem and general wellness
Service Receptionist
Moreton Bay Ford Capalaba
10.2018 - 10.2020
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
Expedited administrative tasks such as filing, data entry, and record-keeping to ensure smooth office operations.
Receptionist
PC Dry Cleaners
09.2016 - 09.2019
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Education
Diploma of Nursing -
Mater Education
08.2022
Queensland Certificate of Education (graduate certificate) -
Moreton Bay Girls College
11.2018
Certificate III in Health Services Assistance -
TAFE Queensland
12.2017
Skills
Extensive Experience with Microsoft Office Suite
Professional Telephone Manner
Computer Proficiency
Typing Proficiency
Customer Relationship Management
Good Listening Skills
Upbeat and Positive Personality
Data Entry and Maintenance
Inbound Call Management
Teamwork and Collaboration
Relationship Building
Issue and Complaint Resolution
Certification
Queensland Opens Manual Driver's License
First Aid Certificate
CPR Certificate
Blue Card
Yellow Card
RMDL and PWCL License
Queensland Weapons/Firearms License
Hobbies
MMA (mixed martial arts)
Gym
Camping / 4WD
Outdoors / Nature
Timeline
Senior Customer Relations Specialist
Health Equipment and Consumable Supplies Australia
07.2023 - Current
Customer Relations Specialist
Health Equipment and Consumable Supplies Australia
07.2022 - Current
Operating Theatre Assistant
Greenslopes Private Hospital
03.2022 - 07.2022
Personal Care Assistant
Aveo Cleveland Gardens Retirement Village
09.2021 - 03.2022
Personal Support Worker
Real Community Services
05.2021 - 09.2021
Disability Support Worker
Star Disability
11.2020 - 05.2021
Service Receptionist
Moreton Bay Ford Capalaba
10.2018 - 10.2020
Receptionist
PC Dry Cleaners
09.2016 - 09.2019
Diploma of Nursing -
Mater Education
Queensland Certificate of Education (graduate certificate) -
Business Development Manager, Health Care at Health Equipment and Consumable Supplies Australia Pty Ltd (HECSA)Business Development Manager, Health Care at Health Equipment and Consumable Supplies Australia Pty Ltd (HECSA)