Yesim Songur

• Answering Incoming Calls: Handling customer calls and providing assistance with their inquiries. Such as - Activating or Deactivating Opal Cards, Recommending the correct Opal cards according to each individual, Blocking or Sending Out Opal Cards. Etc.
• Referring Customers to the service website and guiding them with their queries via the site or mobile app.
• Escalating Calls: Referring calls to more senior team members or other departments when necessary.
• Updating Customer Databases: Maintaining accurate customer information in the CRM system.
• Meeting KPI Requirements
• Using a variety of websites to gain the correct information and educate myself and customers.
• Collecting Customer Feedback: Gathering feedback to improve our services.
• Managing high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Such as - A train not working.
• Resolving customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handling escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responding to customer requests for products, services, and company information.

• Supervising children to ensure their safety and well-being, attending to their needs, and providing comfort.
• Assisting with nappy changes, toileting, feeding, and rest periods.
• Assisting the services and educators with preparing activities/tasks for the children.
• Setting up Play Areas - indoors and outdoors.
• Building positive relationships with children, families, and staff, and liaising with parents when needed.
• Witting Daily Journals.
• Adhering to the centre's policies and procedures, including those related to safeguarding, health and safety, and quality assurance.

• In this role, I'm responsible for an array of duties such as receiving and processing incoming stock and materials.
• Understanding purchase order forms to receive, prepare and process incoming stock and materials.
• Arranging orders to prepare for ticketing and selection.
• Ticketing, selecting, and packing of orders to stores.
• Processing orders to be ready for delivery.
• Promote a clean and safe environment by complying with procedures, rules, and regulations.
• Accomplishing individual and warehouse daily targets.
• Multitasking and coordinating time management to complete orders as quickly as possible.
• Communicating with team members and team leaders throughout the day to keep the information up to date and problem solve any issues.
• Having a positive attitude to create good relationships with others and have a productive environment.
• Meeting KPI requirements and aiming at reaching daily target score.

2IC DUTIES:

• Guiding and Mentoring staff with their work. Helping them to improve and take initiative through training programs and one on one education sessions during office/programming times.
• Assisting phone calls, enquires, and correct information via phone, email, OWNA APP, or in person.
• Responsible person/ support and assist the director.
• Basic knowledge of EYLF, Theorists, NQS, NQF, Being, Belonging, and Becoming, and The National Quality Framework.

PRESCHOOL ROOM LEADER DUTIES:

• Leading the team in daily and monthly meetings.
• Planning and implementing the weekly program.
• Reflecting on the weekly program to plan for children's interests and needs.
• Providing an age-appropriate environment for the children to assist in individual development.
• Working with families to support and provide individual routines.
• Working with families to support and provide individual care for their specific needs.
• Providing information and guidance to families with children with disabilities
• Leading parent-teacher interviews to reflect on goals and work together with the family's needs and expectations to set new goals via OWNA APP, Zoom Meeting, Phone calls, and Face to Face discussions.

2IC DUTIES: 2019 - 2021

• Maintain center records in relation to educators/staff and children.
• Effectively liaise with all educators/staff in their daily procedure and learning programs.
• Assisting and Guiding all educators with daily work, requirements, and updates, providing required training and education. One-on-one training sessions in the office.
• Support and assist the director with all office
  paperwork/documents/folders/legislations.
• Maintain a friendly, supportive relationship with the community, parents, and staff.
• Implementing weekly roosters taking into consideration educators' ideas/concerns.
• Being able to access management with KidsXap completing
  applications to assistant director with enrolments, monthly newsletter, centre events, and response to parent/family messages.
• Answering all phone calls enquires assisting with their needs and providing correct information.
• Arranging centre tours to new enquires/families.
• Conducting interviews with new applicants, staff meetings, parent meetings.
• Opening and Closing responsibility.

ROOM LEADER DUTIES:

• Mentoring students on practical placement. Provide verbal and written feedback to their teacher/on their practical work.
• Develop a children's program reflecting all guidelines. Write up the program, co-operating staff and children's needs.
• In Compliance with the WH&S Policy ensure a safe environment is maintained for staff and children with particular attention to children
  with anaphylaxis, allergies, and asthma.
• Keeping up to date with new requirements, legislations making sure all programming is met.
• To promote good parent/centre/community relationships.
• Meeting children's all needs. Teaching/educating and guiding them on life skills and how to be independent and learn all well-being needs

• Shop assistant/customer service.
• Opening and closing shift.
• Cash and card handling.
• Communicating with staff on their needs making sure to approach in a polite manner.
• Understanding customer satisfaction - Greeting with a positive
  attitude/manner, promoting new stock, creating small comfortable talk, and making it welcoming for customers to return.
• Food preparation.
• Cleanliness and hygiene.
• Assisted management with inventory control and stock ordering.