Tayla Mckinlay
Colyton,NSW
Summary
Customer service professional with proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs.
Overview
8
8
years of professional experience
Work History
Customer Service Officer
Sutherland Shire Council
01.2023 - Current
- Handled daily volume of more than 50 customer inquiries with attention to satisfaction.
- Handled extensive range of callback requests at Sutherland Shire Council, giving special attention to VIP demands from the Mayor and Councillors.
- Handled reception responsibilities, serving as the primary point of contact.
- Recorded details from calls including inquiries, feedback, and recommendations.
- Delivered prompt and professional support for customer concerns.
- Addressed client inquiries while ensuring timely escalation of unresolved matters.
- Provided guidance and tailored support to customers addressing specific needs.
- Attended training sessions to enhance knowledge of recent operational changes.
- Clarified customer concerns to effectively resolve complaints.
- Delivered rapid resolution by addressing customer calls with reduced wait times.
- Showcased vibrant energy and professional conduct while interacting with both customers and colleagues.
- Responded proactively and positively to rapid change
- Cultivated strong client relationships, enhancing trust and loyalty.
- Ensured accurate data entry for development and construction approvals using T1 system.
- Designed and executed a comprehensive knowledge base manual for customer service team.
- I completed my Aspire goals for the 2023 to 2024 financial year, and I was chosen by management to move up a grade/step.
- Supported knowledge sharing through call listening and detailed note demonstrations during training.
Medical Receptionist/Administration Assistant
Illawarra Family Medical Centre
12.2020 - 01.2023
- Adhered to strict guidelines to protect patient privacy
- Checked patient insurance, demographic, and health history to keep information current
- Helped patients complete necessary medical forms and documentation
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Handled high-volume phone lines, efficiently managing patient communications.
- Organised paperwork such as charts and reports for office and patient needs
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling
- Scheduled patient appointments in the respective doctors' calendars, and followed up with reminder phone calls.
- Managed office logistics by maintaining files and collecting payments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow
- Assisted with medical coding and billing tasks
- Processed medical insurance claims and payment system
- Met operational needs through effective administrative support.
- Operated in role of Senior Medical Receptionist/Supervisor on weekends.
Human Resources Officer - Temp Position (3-Month Cover)
Western Sydney University
09.2020 - 12.2020
- Rostering Support
- Checking and approval of timesheets for pay distribution
- Employee onboarding and offboarding
- Completing relevant checks for salary sacrificing & pay distribution
Medical Receptionist
Emu Plains Medical Practice
01.2017 - 09.2020
- Placed new supply orders, managed inventory and restocked clerical spaces
- Received and routed laboratory results to correct clinical staff members
- Processed medical insurance claims and payments including following up with insurance companies to secure timely payment
- Assisted with medical coding and billing tasks
- Registered and verified patient records before triage with most up-to-date information
- Completed administrative patient intakes with case histories, insurance information and mandated forms
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling
- Managed multi-line phone system and pleasantly greeted patients
- Adhered to strict patient confidentiality
- Managed paperwork such as charts and reports for office and patient needs
- Helped patients complete necessary medical forms and documentation
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Handled patient inquiries and suggestions courteously and professionally
- Answered constant flow of customer calls with minimal wait times
- Collaborated with healthcare professionals to maintain high-quality care across departments
- Provided prompt, polite and professional in-person and telephone customer service
- Received, recorded and filed medical payments by check, cash, and credit card
Education
Certificate III - Early Childhood Education And Care
Mets
Penrith, NSW2016
Skills
- Highly dependable
- Ability to work autonomously & within a team
- Call centre and customer service experience
- Experience with training and development of new employees
- Ability to work under pressure
- Relationship building and management
- Experienced administrative support
- Complaint resolution & problem solving
- Great organisation and time management skills
- Critical thinking and risk management skills
- Professional telephone demeanour
- Empathy and Compassion
References
Rachael Weekes Senior Medical Receptionist. Illawarra Family Medical Centre -
0411 689 639
Margaret Kinnear -Nursing Assistant Manager. Illawarra Family Medical Centre -
0413 685 650
Lauren McDonald - Team Leader Customer Service Operations - Sutherland Shire Council -
0401 967 789
Timeline
Customer Service Officer
Sutherland Shire Council
01.2023 - Current
Medical Receptionist/Administration Assistant
Illawarra Family Medical Centre
12.2020 - 01.2023
Human Resources Officer - Temp Position (3-Month Cover)
Western Sydney University
09.2020 - 12.2020
Medical Receptionist
Emu Plains Medical Practice
01.2017 - 09.2020
Certificate III - Early Childhood Education And Care
Mets