Summary
Overview
Work History
Education
Skills
Awards and Accomplishments
Timeline
Generic
Thavashanie Govender

Thavashanie Govender

Marsden Park,NSW

Summary

Customer Service Support Officer with 10+ years of experience in responding to a wide range of enquiries and escalated enquiries from external and internal customers. Proven track record of leading, managing, and improving customer experience and department efficiencies in Public Sector Organizations. Strong communication, organizational, and negotiating skills. Management professional bringing background, leadership talents, and focus on performance. Continuously reviews work to identify areas of opportunity. Focused on enhancing workflows and procedures to maximize team success. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

Supported Customers and Outreach Support Officer

06.2021 - Current
  • Review update and respond to wide range of enquiries and escalated enquiries from external and internal customers
  • Ensuring accurate information, timely and effective resolution of issues
  • Educate customers on the rights and responsibilities of parties, requirements, and services to raise community awareness and ensure compliance with legislation and processes
  • Provide project management support, track progress and issues to ensure effective service delivery outcomes
  • Instrumental in the update and development of the Okta password role out to Work and Development Order Sponsors, initial volved in the gathering of data for the Youth Engagement Strategy and updating the Sponsor Finder File
  • Provide support services to records management, routine correspondence, meeting an event coordination to support the effective operation of the team
  • Prioritising tasks in a high-volume working environment keeping up to date with pace and complexity of information to deliver quality service.

Patient Experience Coordinator – Clinical Governance

06.2020 - 06.2021
  • Assisted in supporting, developing, and implementing strategies to build a workforce culture that is focused on patients, families and their carers feeling welcomed and cared for while awaiting care in the Emergency Department
  • Mediate and negotiate the resolution of non-critical issues facilitating calm and reducing anxiety to the patient and families in the waiting room
  • Enhance communication between the patient, carers, and clinical staff within the Emergency Department to ensure patient journey is positive experience
  • Provide timely and efficient information via technology packages such as Go Share
  • Manage workflow, including managing priorities as per the business need
  • Maintain internal databases and systems for data integrity
  • Develop formal and informal working relationships with service providers and key stakeholders.

Administrative Officer – Westmead Hospital – Cancer Care Centre

02.2020 - 06.2020
  • Administration duties at Cancer Care Centre - Coordinate the flow of patients to clinics, day care suites, radiation therapy
  • Plan travel timelines and provide patients and service providers with detailed itineraries Day Care Suites – facilitate the intake of patients to beds for Chemo treatments
  • Manage workflow, including managing priorities as per business need
  • Develop formal and informal working relationships with service providers and key stakeholders
  • Provide regular updates on service issues and achievements to management
  • Identify risk and develop risk mitigation strategies to ensure 100% achievement of patient safety and positive customer feedback.

Assistant Booking Hub Manager – Health Share NSW Patient Transport Service

12.2014 - 02.2020
  • Managing Booking Hub Operational Staff – rotation roster approximately 15 staff members on shift time
  • Manage effective training and support staff to deliver results, complete work tasks to agreed budgets and timeframes with high standards maintaining accuracy while responding to inbound enquiries and coordinating transport services effectively
  • Assessing staff knowledge, identifying skills gaps and developing personal development strategies to enhance staff knowledge
  • Collaborating and leading team workshops, acting on feedback and ensuring compliance with safety
  • Identify opportunities for improvement (particularly regarding customer experience and service), recommend to management and implement continuous improvement initiatives and innovations
  • Design and implement policies and procedures as a direct response to change in legislation or business requirement
  • Manage critical complex / emergency patient transfers
  • Research and analyse data and prepare detailed reports for recommendations on service delivery
  • Connect and collaborate with key stakeholders including internal personnel, Local Health District personnel, Emergency service providers New South Wales Ambulance, ground, and airport transport operators as well as Community Groups
  • Monitor the workplace for risk and develop risk mitigation/elimination strategies to comply with health and safety objectives
  • Respond proactively to changing circumstances and adjust plans and schedules when necessary, providing regular updates to Senior Managers.

Education

Diploma of Project Management -

TAFE Online
11.2022

Diploma of Community Service Case Management -

TAFE NSW
11.2021

Mental Health First Aid (MHFA) -

Western Sydney Local Health District
02.2021

Diploma of Business and HR Management -

Australian Institute of Professional
01.2019

NSW Health Yellow Belt – Change Management -

Health Education and Training Institute (HETI)
01.2017

Skills

  • Effective Scheduling Abilities
  • Effective Conflict Resolution
  • Engaging Presentation Skills
  • Data Interpretation Skills
  • Builds Strong Stakeholder Relationships
  • Effective Time Management
  • Demonstrate Integrity
  • Clear Communication
  • Problem-Solving Skills
  • Influence and negotiate creative thinking
  • Respect for diversity
  • Client Service
  • Operational Support
  • Training abilities
  • Project Management
  • Correspondence Management
  • Training and mentoring
  • Flexible Schedule
  • Teamwork and Collaboration
  • Customer Service
  • Work Planning and Prioritization
  • Continuous Improvement
  • Performance Management
  • Problem-Solving
  • Leading Team Meetings
  • Stakeholder Management
  • Business Process Support
  • Office Administration
  • Staff Management
  • Document Management
  • Conflict Management
  • Customer service understanding
  • Support Services
  • Decisive Decision-Making
  • Professional Networking

Awards and Accomplishments

  • Exceptional Customer Service
  • Mental Health First Aid Badge
  • Project Patient Transport
  • Implementation of My Health Learning Transport Booking
  • NSW Health Awards
  • Culture Clubs Awards

Timeline

Supported Customers and Outreach Support Officer

06.2021 - Current

Patient Experience Coordinator – Clinical Governance

06.2020 - 06.2021

Administrative Officer – Westmead Hospital – Cancer Care Centre

02.2020 - 06.2020

Assistant Booking Hub Manager – Health Share NSW Patient Transport Service

12.2014 - 02.2020

Diploma of Project Management -

TAFE Online

Diploma of Community Service Case Management -

TAFE NSW

Mental Health First Aid (MHFA) -

Western Sydney Local Health District

Diploma of Business and HR Management -

Australian Institute of Professional

NSW Health Yellow Belt – Change Management -

Health Education and Training Institute (HETI)

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Thavashanie Govender