Theresa Nguyen
Maylands,WA
Summary
Results-driven professional with substantial experience in Aged Care and Customer Service. Proven ability to streamline application processes, enhance team collaboration, and adapt to dynamic environments. Known for strong organizational skills, attention to detail, and commitment to achieving goals.Sound knowledge of terminology and procedures. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
Admissions Coordinator
Regis Aged Care
07.2022 - Current
- Advocated passionately for the rights of older adults, working tirelessly toward improving aged care standards across the sector.
- Assisting families navigate Aged Care placement
- Conducted walk-in and scheduled facility tours for prospective residents and their families.
- Coordinated with multidisciplinary team to schedule admission
- Maintain Resident admissions database with clear and complete Resident enrollment files via Salesforce
- Gathered completed application and supporting documentation to compile application portfolios.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- financial conversation with family for prospective permanent resident
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- liaise with referrers and social workers for prospective residents
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- update management team with daily occupancy reports
- Followed up with families about resolved issues to maintain high standards of customer service.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Developed strong rapport with customers and stakeholders, fostering loyalty and repeat business through personalized service.
- Provided exceptional customer service during phone and email interactions with prospective residents and their families, addressing concerns promptly and professionally.
- Continually updated knowledge in aged care practices by attending professional development courses regularly.
Receptionist
Regis Aged Care
07.2022 - 05.2023
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded Resident information to maintain accounts.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- manage incoming mail and directed to correct personnel each day.
- Maintained daily calendars, set appointments with family members
- Scheduled and confirmed appointments and meetings for management team.
- Protected residents' rights by maintaining confidentiality of personal and financial information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
Funding and Documentation Coordinator
Regis Aged Care
10.2021 - 12.2022
- Managed multiple projects concurrently, meeting deadlines while maintaining high-quality standards in documentation deliverables.
- Supported successful project completion through diligent monitoring of document submission deadlines and proactive follow-ups with team members.
- Collaborated with cross-functional teams to gather necessary information for accurate document preparation.
- Maintained accurate records by diligently updating database entries and tracking changes to documents.
- Supported regulatory compliance by ensuring all documentation adhered to established guidelines and policies.
- Translated complex technical information into intuitive clear format.
Aged Care Worker
Regis Aged Care
08.2021 - 07.2022
- Assisted residents with daily living tasks, promoting independence and dignity.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maintained a clean and safe living environment for all residents, ensuring their wellbeing.
- Built strong relationships with clients to deliver emotional support and companionship.
- Enhanced residents'' quality of life by providing compassionate and attentive care.
- Recognized and reported abnormalities or changes in patients' health status to clinical manager.
- Adhered strictly to infection control protocols, minimizing the risk of communicable diseases within the facility.
- Developed trust-based relationships with residents by actively listening to their concerns and demonstrating genuine interest in their lives.
- Monitored and assisted residents through individual service plans.
- Administered medications according to doctor''s orders, maintaining accurate records for safety purposes.
- Provided emotional support to families during difficult times, offering reassurance and guidance.
Education
Certificate III - individual support
SERO Institute
High School Diploma -
Bega High School
Bega, NSW12.2012
Skills
- Multi-Line Telephone Skills
- Customer Service
- Documentation and Reporting
- Customer Service-Oriented
- Administrative Support
- Verbal and Written Communication
- Microsoft Office
- Attention to Detail
- Reliable and Punctual
- Prioritization and Time Management
- Positive Attitude and Energetic
- Data Entry
- Rapport building
- Sales experience
- Strong organization
- Client relations
Languages
Vietnamese
Professional
Additional Information
Bonni Sekulich COMO GM 94502751
Michele James Funding and Documentation Specialist 0434327556
Education and Training
other,other
Timeline
Admissions Coordinator
Regis Aged Care
07.2022 - Current
Receptionist
Regis Aged Care
07.2022 - 05.2023
Funding and Documentation Coordinator
Regis Aged Care
10.2021 - 12.2022
Aged Care Worker
Regis Aged Care
08.2021 - 07.2022
High School Diploma -
Bega High School
Certificate III - individual support
SERO Institute
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