Theresia Raphael
Canberra,Australia
Summary
I am a highly organised and dependable professional with proven ability to manage multiple priorities while maintaining a positive attitude. Skilled in customer service, compliance, and operations management, with a commitment to delivering high-quality results. Adept at problem-solving, time management, and creating strong team collaboration. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and in a team coollaboration quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Customer Contact Officer-APS 3
Department of Health (Serco Group)
Canberra, Australia
07.2021 - 04.2022
- Handled high volumes of customer inquiries with professionalism and empathy
- Created and managed customer profiles using various booking systems
- Drafted clear and concise documents and communications
- Conducted research and collated data from multiple sources for actionable insights
- Managed sensitive data while adhering to strict confidentiality protocols
- Developed and maintained relationships with key clients and stakeholders.
Compliance Officer- APS 3
Services Australia
Canberra, Australia
04.2020 - 11.2020
- Provided accurate information to clients via telephony and online platforms
- Assisted customers in navigating digital and self-managed services
- Maintained high accuracy in updating customer records
- Reviewed contracts to ensure compliance with privacy regulations
- Conducted reviews to foster ongoing compliance with federal and local regulations.
- Collected and reviewed data to identify potential compliance issues requiring further review.
- Established working relationships with regulatory agencies.
- Reviewed contracts for compliance with applicable laws and regulations.
Guest Service Agent
Rydges Capital Hill
Canberra, Australia
09.2019 - 01.2020
- Delivered exceptional guest experiences, addressing inquiries
- Streamlined the check-in process, reducing wait times and enhancing satisfaction
- Responded professionally to guest communications via phone and email
- Investigated and resolved guest concerns to uphold brand reputation
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
Manager
Lollipops Playland and Café
Canberra, Australia
12.2018 - 08.2019
- Oversaw daily operations, ensuring smooth execution of business processes
- Reduced operational costs by restructuring budgets and enhancing vendor relationships
- Trained and onboarded new employees, promoting a productive work environment
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Assigned work and monitored performance of project personnel.
Personal Care Nursing Assistant
Regents Gardens
Wanneroo, Australia
02.2016 - 12.2018
- Provided compassionate care to patients under RN supervision
- Monitored patient vitals, ensuring their stability and comfort
- Answered patient call signals and signal lights to determine patients' needs.
- Planned and served meals and snacks to patients according to prescribed diets.
- Participated in regular training to uphold the highest standard of care
- Delivered basic direct patient care, dressing changes, room organization and patient transport.
- Assisted patients with daily activities such as bathing, dressing, eating and grooming.
Sales Assistant
Anaconda Pty Ltd
Innaloo, Australia
04.2014 - 03.2015
- Managed daily sales floor operations, ensuring optimal customer service and satisfaction.
- Organized stockroom shelves, racks and bins according to store layout and product categories.
- Answered customer inquiries regarding product features, pricing, and availability.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Managed cash register transactions accurately and efficiently.
Education
Graduate Diploma - International Relations and National Security
Curtin University
Bentley, WA02.2022
Bachelor of Commerce - Tourism and Hospitality
Curtin University
Bentley, WA02.2020
Certificate III - Aged Care and Disability
Flex Training Services
Perth, WA02.2016
High School Diploma -
Canning College
Bentley, WA10.2013
Skills
- Critical Thinking and Problem-Solving
- Written and verbal communication skills
- Strong attention to detail
- Computer Literacy
- Team work
- Conflict resolution
- Time management
- Organisational Skills
References
References available upon request.
Timeline
Customer Contact Officer-APS 3
Department of Health (Serco Group)
07.2021 - 04.2022
Compliance Officer- APS 3
Services Australia
04.2020 - 11.2020
Guest Service Agent
Rydges Capital Hill
09.2019 - 01.2020
Manager
Lollipops Playland and Café
12.2018 - 08.2019
Personal Care Nursing Assistant
Regents Gardens
02.2016 - 12.2018
Sales Assistant
Anaconda Pty Ltd
04.2014 - 03.2015
Graduate Diploma - International Relations and National Security
Curtin University
Bachelor of Commerce - Tourism and Hospitality
Curtin University
Certificate III - Aged Care and Disability
Flex Training Services
High School Diploma -
Canning College
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