As a contact center agent, I provided customer support via telephone and emails by processing client issues and requests using internal CRM software.Duties:- Liaising with company departments to resolve a range of customer issues at a timely pace- Arranging bookings for prospective clients, providing efficient customer service and generating company revenue- Practicing effective communication and de-escalation skills to promote positive client relations and uphold the company's public image- Recording client details to enhance continuity of service and resolution speeds for repeat customers- Supporting new staff in learning best practice protocols and navigating work resources

As a FreelancingHUB intern, I gained the opportunity to collaborate on a health project with Lyndoch Living, an independent aged care organisation based in South-West Victoria. Over the course of 11 weeks, I worked within a multidisciplinary, co-distributed team to develop a health communications campaign outlining best practices for obesity and diabetes management in residential aged care.Duties:- Worked effectively in a professional, hybrid work environment on a team-based project, collaborating using online tools such as MS Teams and Zoom- Contributed to the completion of a comprehensive final report for the client outlining the background of the project, methods, research, recommendations and details of key deliverables- As Head Researcher, oversaw the process of sourcing, reviewing, and collating evidence and statistics related to the project for inclusion in the final report to justify decisions and findings- As an Editor, proofread and re-drafted final report to enhance clarity and comprehension for the client, and ensured the report conformed to APA7 referencing requirements

As a customer service attendant/barista working in a high-volume environment for a loyal, close-knit customer base, I served 500+ cups of coffee a day while establishing strong relationships with customers on a first name basis.Duties:- Balancing and prioritising multiple duties in a busy environment, including: taking orders, preparing food/drinks, seating and attending to customers- Delegating and coordinating within a team to reduce service times and maintain optimal workflow- Performing and monitoring coffee extraction, maintaining strict quality control whilst serving 10kg per day on average- Teaching and demonstrating work procedures/protocols to new staff- Initiating conversations with customers while preparing drinks to build rapport and increase engagement with products on offer

As a customer service attendant, I provided customer support to airport patrons in a high-volume, time-sensitive environment.Duties:- Entering customer requests quickly and accurately into the POS system to ensure orders were completed in a satisfactory, timely manner- Expressing a warm, friendly tone with customers while under pressure in a busy setting, managing 500+ orders per day- Initiating conversations with customers while preparing food and beverage orders to increase customer engagement and impart a positive customer service experience- Calculating and adjusting till balance during closing procedures