Melissa Hamlyn Email & Phone Number

Melbourne, Victoria, Australia

I am passionate about supporting individuals navigating aged care services by providing empathetic and clear communication tailored to their needs. In my role, I draw on a strong understanding of the Aged Care Quality Standards and the Charter of Aged Care Rights to guide both consumers and providers in understanding their rights and responsibilities. My key responsibilities include: Conducting initial risk assessments on complaints to ensure timely escalation of urgent issues, safeguarding the safety and well-being of care recipients. Liaising with complaints officers and other teams when required to resolve complex issues effectively. Ensuring thorough and accurate documentation while adhering to regulatory frameworks, supporting the Commission’s efforts to uphold quality standards in aged care. Helping individuals understand their rights under the Charter of Aged Care Rights, fostering trust and confidence in the complaints process. Promoting compliance with strengthened Aged Care Quality Standards, including the importance of consumer dignity, safety, and robust incident management processes. This role has sharpened my ability to adapt quickly to new systems and procedures, maintain excellent attention to detail, and build strong rapport with callers and colleagues alike.

Melbourne, Victoria, Australia

I was responsible for creating and managing a newly established support function from the ground up.Managed support for high-profile clients such as The Getty, Bob Dylan Center, and MONA, enhancing client satisfaction and retention by implementing efficient communication and support strategies.Optimised JIRA-based ticketing systems, reducing response times by 20% and improving overall client service quality.Initiated the standardisation of SLA contracts across US and AU operations, resulting in consistent service delivery and an increase in client trust and satisfaction.Developed and presented monthly support reports using Metabase, aiding strategic decision-making and improving service delivery through data analysis.Developed and maintained customer-facing documentation and communication, ensuring clarity, professionalism, and alignment with client expectations.Managed complex calendars for senior executives, coordinated meetings and appointments across multiple time zones, and improved time management.Drafted and refined various forms of correspondence, including memos, emails, and reports, ensuring they met the standards expected at the executive level.Assisted in managing email inboxes, responding promptly and accurately to internal and external inquiries, ensuring all communications were handled efficiently

Australia

Managed a surface pattern design business, expanding the client base by 30% and ensuring timely project delivery, resulting in repeat business and client referrals.Developed unique design solutions for commercial clients, leveraging industry tools and data to create on-trend products that met market demands

Sydney, New South Wales, Australia

Addressed and resolved over 150 customer inquiries weekly, related to financial products and account management, achieving a 92% resolution rate and maintaining high customer satisfaction.Played a crucial role in testing and optimising the Open Banking platform, ensuring that it met regulatory standards and improved the customer experience.Provided coaching and support to team members, improving their handling of customer complaints and ensuring adherence to best practices in regulatory compliance.Maintained accurate records of customer interactions and ensured adherence to AML policies and company protocols.

Australia

Managed customer inquiries related to delivery logistics and order status, maintaining a 90% satisfaction rate through effective communication and problem resolution.Coordinated with logistics teams to troubleshoot delivery issues, ensuring timely and accurate information was communicated to customers.Assisted in training and supporting new team members, enhancing their ability to manage customer interactions and contributing to overall team performance.

Australia

Showcased VAWAA’s unique cultural offerings, increasing brand awareness by 25% through strategic content creation and targeted marketing campaigns.Developed engaging blog content and social media posts that expanded customer engagement by 30%, driving traffic to the platform and boosting customer interest. Managed and coordinated event logistics, ensuring successful representation of the brand at multiple international venues.

Australia

Provided exceptional customer service in a high-pressure environment, managing customer interactions and ensuring operational excellence.Supervised teams of 10–20 staff, coordinating daily operations including seating arrangements, reservations, and service flow, while maintaining high standards of cleanliness, hygiene, and safety.Managed POS and CRM systems, processing over 50 orders per hour without errors, and trained team members on these systems, enhancing team proficiency and customer satisfaction.Successfully handled customer complaints and resolved issues promptly, contributing to a positive customer experience and maintaining repeat business.

Foundations In Data Analytics

I developed skills in data analysis, specifically focusing on data cleaning, analysis, and visualization using tools such as spreadsheets.

Bachelor Of Fine Arts - Bfa (Honours Year), Fine And Studio Arts

I have developed essential technical and conceptual skills while honing critical and analytical thinking. This experience has provided me.

Bachelors, Fine And Studio Arts

I have developed essential technical and conceptual skills while honing critical and analytical thinking. This experience has provided me.

Certificate Iii, Micro Business Operations

I have developed skills in business fundamentals through this qualification, specifically focusing on addressing compliance requirements.