- I participate in low-impact exercises to strengthen core muscles
- Watching Movies and TV Shows
- Cooking
- I enjoy helping others and giving back to the community
- Gardening
- Pilates
- Mindfulness Practices
Tonia Niklaus
CABOOLTURE,Queensland
Summary
Proven leader with a track record of enhancing customer satisfaction at Centacare through exceptional communication and complaint resolution. Skilled in data management and fostering teamwork, I've significantly improved service standards. My dedication to continuous improvement and cultural awareness drives organizational success, making me a valuable asset to any team.
Overview
16
16
years of professional experience
Work History
Service Leader
Centacare Community Services
02.2014 - Current
- Maintained detailed records of customer interactions, enabling accurate reporting and analysis to inform future improvements.
- Ensured compliance with industry regulations through diligent documentation and adherence to established procedures.
- Handled escalated customer complaints professionally, resolving situations in a manner that satisfied both parties whenever possible.
- Established a high level of trust with clients by consistently delivering on commitments and maintaining open lines of communication.
- Collaborated with other departments to resolve complex client issues quickly and effectively.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Community Support Worker
Sundale Community Care, Sundale Gardens Nambour
09.2011 - 10.2013
- Approached issues proactively to best meet current and future community needs.
- Provided emotional support to affected residents and victims and assisted in developing long-term recovery plans and goals.
- Assisted clients in achieving greater independence, fostering a sense of empowerment through guidance and encouragement.
- Established trust-based relationships with clients through empathetic communication and active listening skills.
- Maintained professional development through ongoing training courses, staying current on best practices in the field of community support work.
- Contributed to continuous improvement of support services by participating in training and professional development opportunities.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Maintained detailed and confidential client records, ensuring compliance with privacy regulations and organizational policies.
- Enhanced client well-being by providing comprehensive support and resources tailored to individual needs.
- Focusing on wellness and reablement approach so that clients can improve their physical, social, and emotional wellbeing and to live autonomously and as independently as possible.
- Learned and adapted quickly to new technology and software applications.
Bar and Gaming Attendant
Maryborough Cricket Club
11.2010 - 08.2011
- Collaborated with security personnel to maintain a safe and secure environment for guests and staff members.
- Performed cash handling duties, provided change and balanced money at end of shift.
- Delivered excellent customer service by addressing player inquiries and resolving issues in a timely manner.
- Prepared electronic gaming device's payoff requests and tax forms for jackpots in accordance with policies and regulations.
- Upheld strict compliance with all gaming laws, regulations, and company policies to maintain a professional and ethical gaming environment.
- Open and close club (arm and disarm alarms)
- Prepare club for opening; count floats, set up ATM Machine, stock fridges, change kegs, receive deliveries, manage keno, gaming and conduct members draws and gaming promotions,, update spreadsheets at end of day.
- Enhanced customer satisfaction by providing exceptional service and maintaining a clean gaming area.
- Informed manager of duty of significant concerns, broken machines, out-of-order games and problems.
- Provided attentive support during high-traffic periods, ensuring seamless gameplay experiences for all customers involved.
Store Team Member
Aldi Foodstores
10.2008 - 10.2010
- Monitored customers for signs of security concerns and escalated issues to management.
- Resolved customer complaints professionally, demonstrating empathy and commitment to excellent service.
- Organized and recovered shelves, put away returns, and cleaned spills and messes to maintain high standards throughout sales floor.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Followed inventory management and loss prevention policies to minimize shrink in store.
- Streamlined checkout process, accurately handling cash transactions and maintaining balanced registers.
- Ensured store presentation met company standards by arranging displays attractively and keeping shelves well-stocked.
- Assisted colleagues during busy periods or when covering absences so that the optimum level of staffing was maintained at all times.
- Organized backroom supplies, improving efficiency in restocking efforts.
- Stocked merchandise, clearly labelling items, and arranging according to size or colour.
Education
No Degree - Aged Care Cert 4
Mercy
QLD03-2015
Skills
- Exceptional communication
- Coaching and mentoring
- Data management
- Complaint resolution
- Organization and recordkeeping
- Inbound call answering
- Strong work ethic
- Teamwork and collaboration
- Reliability
- Cultural awareness
- Service standard compliance
- Customer service excellence
- Ability to communicate clearly with external stakeholders including Dept of Veteran Affairs, QCCS, Finance,Hospitals, Post Acute Care, Occupational Therapists, Nurses, Podiatrists, Physiotherapists, Social Workers and Family members
Interests
Timeline
Service Leader
Centacare Community Services
02.2014 - Current
Community Support Worker
Sundale Community Care, Sundale Gardens Nambour
09.2011 - 10.2013
Bar and Gaming Attendant
Maryborough Cricket Club
11.2010 - 08.2011
Store Team Member
Aldi Foodstores
10.2008 - 10.2010
No Degree - Aged Care Cert 4
Mercy
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