With 15 years' experience in a busy critical call center environment, receiving recording and quickly progressing emergency phone calls made to Triple Zero (000) whilst providing first aid advice over the phone and reassurance to distressed members of the community. Communications assistants are the first contact for callers in emergency situations and be able to handle stressful situations with maturity, empathy, calmness, and accountability. Experienced call center and retail sales Assistant having an excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saving costs while increasing profits.
Hi, I’m
Tracy Evans
Business Management
0466350429,NSW
Skills
- Time Management, Communication Skills, Problem Solver, POS Systems Knowledge, Team Collaboration, Complaint/Conflict resolution, Strong Work Ethic, Team Leader, Two-Way Radio System, Microsoft Office, Work Under Pressure, 24HR/7 Day Rotating Roster, High Volume Work Load, Critical Environment, Self Starter, General Practice, Medical Terminology, Computer Literacy, Customer Service
- Languages English
Summary
Work History
Singleton Tobacconist
Retail Sales Assistant
08.2023 - 07.2024
Job overview
- Greeted customers and helped with product questions, selections, and purchases.
- Handled incoming phone calls professionally, addressing customer inquiries or directing them appropriately within the store.
- Built strong relationships with customers, resulting in repeat business and referrals.
- Addressed customer issues tactfully, resolving any concerns while maintaining a high level of professionalism.
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained clean, organized store environment for an inviting shopping experience for customer
Valentine Family Medical Centre
Medical Receptionist
04.2023 - 09.2023
Job overview
- Serve patients by greeting and helping them, scheduling appointments, and maintaining records and accounts
- Welcome patients and visitors in person or on the telephone, and answering or referring enquiries, opening and closing of practice.
Good practice
Medical Receptionist
08.2021 - 02.2022
Job overview
- Coordinated patient scheduling, check-in, check-out and payments for billing / Book, change and cancel patient appointments in keeping with guidelines Managed master calendar and scheduled appointments for providers based on optimal patient loads and availability
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution and medical care
- Familiar with Best Practice Software and completed Bp Premier Virtual Training Course - Medical Reception Essentials
- Archive patients who no longer attend this practice / Culling of old medical records according to legislated guidelines Assist patients with mobility, literacy, language and comprehension difficulties Check fax machine and distribute incoming faxes / Collect, open, stamp and distribute incoming mail, messages are complete, details correct and relay in timely manner Ensure equipment is switched off, alarms on and building is secure at end of day, safety and cleanliness of reception and waiting room areas / Follow opening and closing procedures / policy and procedure manual guidelines - bring to attention of Manager any items which are not correct or require updating Photocopying / Prepare and post outgoing mail / Prepare banking and take to bank / Prepare Medicare claims forms / Receipt incoming payments /Report equipment failures and maintenance requirements / Scan incoming correspondence / Send outgoing faxes / Store cash in safe location / Transfer and receive patient health records /Type outgoing correspondence Work cooperatively with all GPs, nurses, management and administration staff
Impelus Limited
Customer Service Specialist
03.2020 - 06.2020
Job overview
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Described and explained details about insurance options to inform customers and guide purchasing decisions
- Offering internal and external customers first-rate customer service to maximize satisfaction and business success
- Applied basic sales strategy to engage customers and present solutions to suit individual needs
- Maintained financial accounts by processing customer adjustments
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Carried out opening and closing functions to meet operational needs underpinning strong customer service
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Business Enterprise Centre - Kerrie Garvey
Marketing Specialist
01.2020 - 04.2020
Job overview
- Wrote engaging and successful marketing, advertising
- Coordinated with social media, public relations and management teams to execute product introductions
- Worked closely with all management to create and maintain marketing materials for sales presentations and client meetings
- Optimized advertising efforts by developing content for media relations, corporate communications and social media posts
- Came up with unique and innovative ideas for advertising
- Strengthened marketing programs to capture new business and take advantage of changing trends in client markets
- Established community relationships by coordinating events to maximize marketing strategies
- Engaged online audiences by placing strong focus on sales process support and responding to inquiries and comments timely and knowledgeably
- Planned and instituted social media marketing plan for Wanderer's Hub
- Maintained expert-level skills in digital platforms such as google and social media platforms
- Developed marketing content such as blogs, promotional materials and advertisements for social media
- Monitored online presence of company's brand to engage with users and strengthen customer relationships
- Utilized techniques such as cold calling, networking and prospecting to develop new leads and clients
- Increased customer engagement through social media.
Interactive Media Trading
Lead Generator
02.2015 - 01.2020
Job overview
- Answer telephone calls from potential customers who have been solicited through advertisements
- Record names, addresses, purchases, and reactions of prospects contacted
- Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organisations
- Explain products or services and prices, and answer questions from customers.
Sleep Express Motel
Motel Receptionist
09.2013 - 04.2015
Job overview
- Reception duties, such as taking telephone calls and booking rooms and appointments
- Preparing customers quotes on request
- Excellent customer service skills to exceed guests' expectations and build rapport to ensure they had a great stay and kept them coming back
- Expanded customer base by identifying needs, developing solutions and delivering client-centered products
- Brought in new accounts through successful networking strategies and promotional approaches
- Developed, delivered, engaging polished presentations to highlight products and draw favorable competitor comparisons
- Maintained and organized a customer database of over 600 clients nationwide Using appropriate open-ended questions to discover the prospects' needs and requirements
- Built strong client relationships and provided high value-adding services, resulting in company profit increase
- Addressed problems in a proactive and knowledgeable manner to maintain and enhance client satisfaction
- Controlled digital access, used confidential waste bins and shredders, and locked document storage cabinets to protect confidential files, reports and fiscal data
- Created and managed knowledge base to offer staff and customers immediate informational access to products, tourist attractions, services, and organization in and around the area
- Welcoming and smart, focusing on the things that really matter to guests and get them right every time.
Menai Medical Centre
Medical Receptionist
06.2013 - 07.2014
Job overview
- Year 2 months) Demonstrating outstanding people skills with the ability to care for patients of all ages and work as part of a busy team been proficient in GENIE, medicare and EFTPOS facilities and CRM
- Having proven the ability to prioritize, multi-task and use of medical terminology
- Liaise with GP's, nurses and allied health professionals
- Importing and exporting of patient medical records
- Proven confidentiality
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing
- Checking of patient data including insurance, demographic and health history to ensure all information was current
- Responsible for Keeping a tidy waiting room neat and organized at all times by stacking magazines, removing trash and overseeing any tasks needing attention
Ambulance Service NSW
Communications Assistant
05.1998 - 04.2013
Job overview
- Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements
- Answered emergency 000 calls, obtaining address details, calming caller and offering medical advice until paramedics arrive on scene
- Detail oriented, self motivated and comfortable working in a collaborative team environment
- Excellence in all MS Office Applications, particularly Word and PowerPoint
- Quality assurance program including on site evaluations, internal audits and customer surveys
- Tasks to resolve medical emergencies and customer issues quickly and efficiently
- Worked with Supervisors to resolve emergency response problems, improve operations and provide exceptional customer service
- Familiar with VISICAD and GENIE software
- Answered customer telephone calls promptly to avoid on-hold wait times
- Regularly exceeded daily call targets meeting KPI's.
Menai Medical Centre
Medical Centre Receptionist
07.2008 - 02.2013
Job overview
- Answer multi-line phones and either direct caller's to the appropriate party or handle caller's needs myself
- Familiar with VISICAD and GENIE software
- Greet patients upon arrival, sign them in and obtain insurance information and any other necessary data
- Provide patients with intake and new patient forms as well as copies of office policies and legally required documents
- Experience with Medicare billing and private billing practices
- Maintain hard copy patient records as well as files stored in the system
- Process payments from patients for co-pays and uninsured visits
- Schedule appointments for new and recurring patients based on Physician and availability
- Call patients to remind them of upcoming appointments and to help them schedule testing for off-site services
- Provide patients with support and guidance as needed.
Sound Advertising Pty Ltd
Customer Service Assistant
07.1997 - 11.2011
Job overview
- Months)
- Excellent communication skills (verbal, written and interpersonal)
- Ability to effectively liaise with customers and diverse range of team members
- Operated POS system to itemize and complete average number of customer purchases
- Dedicated to continuously improving sales abilities and product knowledge
- Aptitude and interest for technical/industrial products/services
- Described product to customers and accurately explained details and care of merchandise
- Earned management trust by serving as key holder, responsible for opening and closing stores.
Adult Xxx City
Retail Sales Associate
05.2007 - 09.2011
Job overview
- Answered product questions with up-to-date knowledge of sales and store promotions
- Offered each customer top-notch, personal service and polite support to boost sales and increased customer satisfaction
- Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations
- Approached each problem with a fresh mind and analytical strategies to quickly resolve concerns
- Determined solutions for clients promptly and professionally
- Answered questions about store policies and concerns to support positive customer experiences
- Educated customers on promotions to enhance increased sales
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Educated customers on promotions to enhance sales.
Mundarra
Manager Sales
01.1993 - 12.2006
Job overview
- Consistently saved costs while increasing profits
- Folded and arranged garments in attractive displays
- Communicated all store initiatives and promotions to customers to generate return business
- Recommended alternative items if the product was out of stock
- Created and maintained an organized database to develop promotional sales
- Dedicated to continuously improving sales abilities and product knowledge
- Organized store merchandise racks by size, style and color to promote a visually appealing environment.
Police Citizens Youth Club
Youth Worker
01.1990 - 08.1993
Job overview
- Complaint resolution and Oral and
- Provided key emotional support to special needs youth written communications
- Managed and led activities promoting growth in mental, emotional
- Strong technical/system and educational areas experience - Confident with online systems [i.e
- Social media and
- Applied clinical and behavioral knowledge to maintain safety during website live chat] and internal crisis moments CRM's
- Helped social workers build, coordinate and lead programs
- Administrative Support supporting individuals with concerns
- Strong clinical assessment skills
- Support person going to court proceedings and Juvenile Justice
- Clinical interventions appointments with troubled youth
- Knowledge of NSW Juvenile Justice
- Worked with clients to improve life choices and maximize the System benefits of programs
- Skilled in crisis intervention techniques
- Educated potential participants on available services and processes
- Organisation and time to engage in a program management skills
- Identified and addressed clients' barriers to self-sufficiency such as
- Proven capacity to manage substance abuse and educational deficiencies professional boundaries
- Emergency telephone response
Education
Muswellbrook High School
Higher School Certificate
University Overview
NSW Ambulance ServiceSydney, NSW
from Emergency Medical Dispatch
University Overview
Best Practice
from THE BEST PRACTICE SOFTWARE COURSE
10.2021
University Overview
Bp Premier Virtual Training Course - Medical Reception Essentials
12 Oct 2021
Bussiness Enterprise Centre
Diploma of Small Business Management from Small Business Management
1993
University Overview
Overview
35
years of professional experience