Thalia Mead Tomlinson
Melbourne
Summary
A highly motivated individual, able to work effectively both within a team and independently to ensure daily tasks and long-term goals are delivered efficiently and to a high standard. A quick learner who is trustworthy, approachable and friendly.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
Chilly’s
10.2023 - 09.2024
- Supporting and training the Outbound team on handling queries, procedures, and escalations
- Dealing with escalated enquiries through Trustpilot and Customer Satisfaction Scores
- Directly collaborating with the Wholesale departments and handing Wholesale Customer Service enquiries
- Utilising the payment platform Braintree to resolve payment issues
- Communicating with and resolving Warehouse issues
- Quality checking tickets and ensuring targets are hit
- Raising issues in meetings and discussing these with the team to resolve these quickly
Phoenix Wellbeing and Recovery Service Volunteer
Mind In Camden
02.2024 - 08.2024
- Provided one-on-one support and guidance to program participants, assisting them in setting and achieving personal goals
- Collaborated with program coordinators to promoting mental wellness and resilience with the service
- Assisted in organizing and promoting community events and outings to foster social inclusion and reduce stigma surrounding mental health issues
- Observed and participated in group and one-to-one music therapy sessions, understanding
- Skills Developed:
- Empathy and Active Listening: Demonstrated empathy and active listening skills when engaging with individuals experiencing mental health challenges
- Communication: Effectively communicated complex ideas and concepts related to mental health recovery in a clear and understandable manner
- Crisis Intervention: Received training in crisis intervention techniques and applied them to de-escalate tense situations and provide support to individuals in distress
- Advocacy: Advocated for the needs and rights of program participants within the community, promoting a more inclusive and supportive environment
Administrator (part-time)
Juiced Campers LTD
06.2023 - 09.2023
- Managing campervan bookings and communications over several platforms
- Maintaining website to ensure calendar up to date
- Managing social media platforms with updated content
- Processing hirer paperwork, conducting driver checks and assisting with driver check-in
- Conducting pre and post hire vehicle checks
- Ad Hoc vehicle cleaning and prep work
Residential Childcare Worker
Outcomes First Group
11.2021 - 06.2023
- Caring and supporting young people ageing from 8-18 suffering from complex social, emotional mental health difficulties
- Using PACE and therapeutic parenting to form strong relationships with young people and manage challenging behaviours, in line with the implemented protocols and procedures
- Working as a ‘corporate parent’ and effectively understanding the safeguarding issues with young people within the home and undertaking safeguarding training to further my knowledge on these issues
- Undertaking various training courses to promote my CPD, including paediatric first aid, psychological first aid, safeguarding, safe administration of medication and privacy and dignity training
- Updating and reviewing various care plans for the young people within the residential home and completing all relevant paperwork to a high standard
- Supporting young people in their daily lives during the home and out in the community to reach their personal goals
- Providing keywork sessions to the young people to build their knowledge on existing issues, managing feelings and supporting them to build on their independence to prepare them for their post-18 lives
- Liaising with various multidisciplinary teams to ensure all young people’s needs are being met
- Maintaining the safety and cleanliness of the home, carrying out different housekeeping duties such as cleaning, shopping and cooking
- Advocating for the young people and ensuring that their voice is heard within the home
- Administering medication safely in line with policies and procedures
Customer Service Advisor
Chilly’s
10.2020 - 09.2021
- Using Zen Desk ticket system as primary method to manage customer care issues and complaints
- Working to KPI’s to resolve tickets quickly and efficiently and to customer satisfaction
- Using ‘Live Chat’ functionality to communicate with customers to help resolve problems
- Use various online platforms to investigate and help provide solutions to various order problems (3PL warehouse management system for delivery status and re-order and Ecommerce platform)
- Work with the wider Customer Service team to deliver excellent service
- Liaise with other departments to escalate and resolve issue if necessary (i.e
- Finance, operations etc)
Floor Team Member
Popworld Sheffield
09.2019 - 03.2020
- Responsible for maintaining proper hygiene standards and proper cleaning procedures throughout
- Maintenance of main club floor, seating areas and toilet
- Understand the legal practices and procedures when working in hospitality and music venues
Waitress
Freak Scene London
07.2019 - 09.2019
- Taking customer orders and processing on EPOS till system
- Serving customers food and drink, assisting behind the bar as and when necessary
- Clearing and resetting tables, Check back with customers and resolving customer issues
- Processing customer payments and helping with end of day reporting and cash-up
Temporary Accounts/Office Assistant
Eye Emporium Limited
04.2019 - 07.2019
- Processing purchase ledger: Checking invoices against P.O.’s, inputting invoices onto sage, checking and updating supplier information, liaising with supplier accounts receivables, reconciling supplier statements
- Answering incoming phone calls and dealing with customers
- Maintaining the CRM patient database on Optix B.I., calling patients to book appointments
- General office admin: opening post, ordering office stationery, maintenance of office filing system
Event Waitress
Best Western Ivy Hill Hotel
03.2018 - 09.2018
- Taking customer orders, serving beverage and food to guests, clearing tables and re-setting
- Check-back with customers to ensure that they are enjoying their meals and correct any issues
- Communication with team to resolve any complaints and to ensure customer satisfaction
Education
Master of Science - Clinical Psychology
Royal Holloway, University of London
10-2024
Bachelor of Science - Psychology With Honours
Sheffield Hallam University
07-2021
Skills
- Customer relations
- KPI monitoring
- Complaint handling
- Live chat support
- Administrative support
- Time management
- Adaptability and flexibility
- Verbal and written communication
- Relationship building
- Problem Solving
Certification
SITHFAB021 - Responsible Service of Alcohol
Completed 16.01.2025
Timeline
Phoenix Wellbeing and Recovery Service Volunteer
Mind In Camden
02.2024 - 08.2024
Customer Service Advisor
Chilly’s
10.2023 - 09.2024
Administrator (part-time)
Juiced Campers LTD
06.2023 - 09.2023
Residential Childcare Worker
Outcomes First Group
11.2021 - 06.2023
Customer Service Advisor
Chilly’s
10.2020 - 09.2021
Floor Team Member
Popworld Sheffield
09.2019 - 03.2020
Waitress
Freak Scene London
07.2019 - 09.2019
Temporary Accounts/Office Assistant
Eye Emporium Limited
04.2019 - 07.2019
Event Waitress
Best Western Ivy Hill Hotel
03.2018 - 09.2018
Master of Science - Clinical Psychology
Royal Holloway, University of London
Bachelor of Science - Psychology With Honours
Sheffield Hallam University
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