Sanicha Walsh
Redbank
Summary
Dynamic and adaptable professional with a robust background in customer service, administration, and cross-departmental support, poised to transition into a paralegal role. Expertise in thriving within high-pressure environments where accuracy, organization, and clear communication are paramount. Proven track record in managing extensive documentation, coordinating projects, and maintaining meticulous records while consistently meeting tight deadlines. Committed to supporting legal professionals by ensuring documents and communications are precise, compliant, and well-organized. Ready to leverage strong administrative skills and a client-focused approach to contribute effectively to a dynamic legal team.
Overview
5
5
years of professional experience
Work History
Assistant Team Leader
(ProbeCX)
05.2024 - Current
- Trained and supported national and international teams, ensuring consistency in procedures, compliance with organisational policies, and accurate knowledge transfer.
- Assisted in managing staff by coordinating schedules, monitoring workflow, and maintaining accountability across tasks and responsibilities.
- Responded to inbound customer enquiries via telephone and email, providing accurate information and ensuring all communications were handled with professionalism and confidentiality.
- Resolved customer complaints by investigating issues, documenting findings, and implementing solutions in line with organisational policies and compliance requirements.
- Conducted outbound communications with stakeholders to provide updates on case progress, timelines, and required actions, maintaining clear and professional correspondence.
- Maintained accurate case and client records by updating systems with detailed notes and supporting documentation at the conclusion of calls, messages, and stakeholder interactions.
- Liaised with external stakeholders to confirm details, clarify requirements, and ensure positive outcomes for clients and the organisation.
- Processed and verified orders and documentation in line with stakeholder and compliance requirements, ensuring accuracy and timeliness.
- Supported workplace compliance by contributing to a safe and sustainable work environment for all staff and visitors, aligned with health, safety, and organisational standards.
- Prepared, reviewed, and submitted weekly and monthly reports for stakeholders, providing detailed records, progress updates, and data analysis to support decision-making.
Technical Support Specialist
Concentrix
08.2022 - 04.2024
- Utilised CRM software extensively to input, update, and maintain accurate customer records, ensuring all client information was documented in detail and enabling efficient follow-up on enquiries and requests.
- Delivered personalised support by scheduling and coordinating appointments tailored to customer needs, demonstrating strong organisational skills and a commitment to excellent client service.
- Maintained a comprehensive and up-to-date knowledge of Apple’s full range of products and services, allowing for accurate information sharing, effective troubleshooting, and proactive customer guidance.
- Contributed to a fast-paced and high-volume customer service environment by adapting quickly to evolving processes, demonstrating professionalism, and ensuring each interaction met Apple’s high service standards.
Customer Support Specialist
(Probe CX)
01.2021 - 08.2022
- Responded to a large volume of inbound telephone enquiries on behalf of the Australian Taxation Office (ATO), delivering clear explanations of policies and procedures while maintaining a professional, supportive, and approachable manner in every interaction.
- Consistently exceeded established service benchmarks and performance indicators, including high customer satisfaction ratings, first call resolution, and adherence to call quality standards, demonstrating a commitment to accuracy and efficiency under pressure.
- Applied strict compliance with ATO privacy legislation, identity verification procedures, and internal security protocols to safeguard sensitive client records and protect personal and financial information at all times.
- Supported a diverse client base with enquiries ranging from straightforward account updates to complex taxation matters, developing strong problem-solving, critical thinking, and interpersonal communication skills in order to provide accurate, tailored outcomes.
- Adapted rapidly to new technologies, system updates, and evolving regulatory requirements in a fast-paced environment, demonstrating resilience, attention to detail, and a consistent ability to uphold service excellence while managing competing demands.
Education
Cert II - Skills for Work and Vocational Pathways
Queensland Pathways State College
Brisbane, QLD11-2019
Cert II - General Education for Adults
Queensland Pathways State College
Brisbane, QLD11-2019
Cert II - Functional Literacy
Queensland Pathways State College
Brisbane, QLD11-2019
High School Diploma -
Queensland Pathway State College
Brisbane, QLD11-2019
Tertiary Preparation Program -
University of Sunshine Coast
06-2026
Skills
- Detail-oriented data management
- Experienced with Microsoft Office applications
- Professional phone etiquette
- Proficient in CRM tools
- Integrity and respect
- Timely and dependable
- Versatile in dynamic environments
- Adaptable learner
- Strategic and analytical decision making
- Client relations management
- Proficient in managing tight deadlines
- Adaptable to team and individual tasks
- Leadership skills
- Strong verbal and written communication
- Analytical and strategic problem solving
- Proficient in building rapport and understanding
- Skilled at prioritising concurrent responsibilities
- Timely deadline management
- Advanced language proficiency
- Performance monitoring
- Client support
- Employee development
- Attention to detail
- Goal setting
- Documentation and reporting
Languages
English
Timeline
Assistant Team Leader
(ProbeCX)
05.2024 - Current
Technical Support Specialist
Concentrix
08.2022 - 04.2024
Customer Support Specialist
(Probe CX)
01.2021 - 08.2022
Cert II - Skills for Work and Vocational Pathways
Queensland Pathways State College
Cert II - General Education for Adults
Queensland Pathways State College
Cert II - Functional Literacy
Queensland Pathways State College
High School Diploma -
Queensland Pathway State College
Tertiary Preparation Program -
University of Sunshine Coast
Hobbies
Learning new skills, Helping Others, Crosswords, Sudoku
Other Competencies
- Volunteer Blue Card
- QLD Driving License
- Full Time Availability