Sonya Sharp Email & Phone Number

Working 1 day a week to perform the below tasks:• Assist the DFSV Prevention and Support Team Lead in continuously developing the Power Within project so that it can be improved and delivered in schools to educate youth on domestic, family and sexual violence. • Research best practice to develop guides and frameworks then amend as necessary. • Assist the DFSV workers and Team Lead with general administrative tasks. • Taking down minutes for weekly team meetings• Create and amend other documentation such as flyers, processes, templates, project plans, reports, submissions, forms etc.

Caboolture

Student placement for my Bachelor of Human Services (210 hours). Mainly comprised of shadowing experienced Support Coordinators on home visits or stakeholder meetings and learning from their practice. Also actioned role specific tasks within my capabilities as a student and attended supervision meetings with my external supervisor/university liaison to engage in reflective discussions about the practice. • Coordinated supports across multiple providers for NDIS Participants to achieve their goals and greater independence. Included research, enquiring and liaising with service providers. • Worked within budgets when enquiring and organising the supports. • Updated relevant documents including Individual Profiles, Support Plans (goals) and risk assessments. • Ensured that case notes and billing were accurate and representative of the work performed.

Enoggera

Provided leadership and operational support for the Base Service Support Centre, whilst performing duties as a Customer Solutions Consultant when required. Role included:• Monitoring and updating knowledge and process articles• Ensuring data and resources were accurate for staff• Running reports and auditing quality of work• Supporting staff on the floor with coaching and their enquiries• Onboarding and training new staff• Reviewing current processes and generating suggestions for improvement• Engaging in problem-solving acctivities to address concerns or risks to the business• If required, stepping up into Team Leader or Manager duties to supervise and manage workflowsKey Contributions:• Successful development and implementation of new training manual and delivered the training to new staff members – also guided other trainers to ensure consistency and quality.• Built the foundation for new initiative Support Hub to ensure customer satisfaction. Created process of following up and liaising with tradespersons and ensuring they completed the service request within required timeframes. Documented the new processes, generated reports and spreadsheets for the staff to work on and trained them in the process. • Chosen as the single representative from Downer partaking in Defence’s Knowledge Article Project and Email Template Project – this involved collaborating with Defence’s other service delivery partners to collectively write up 140 knowledge articles within 2 months, and to create and provide feedback on email templates that would be used when sending correspondence to customers and contractors. • Chosen to fly interstate multiple times to represent Downer in Defence’s Collaborative Contact Centre Showcases and to help deliver presentations to Defence and their service delivery partners about Downer’s contact centre.

• Took inbound calls to raise service requests and assist customers with queries by assessing their needs to maintain high satisfaction ratings.• Processed and triaged emails to ensure customers were getting their service request actioned or their query answered.• Assisted tradespersons or other internal stakeholders with updating service requests or creating purchase orders.• Connected customers with the relevant service if the business was unable to action the request and out of contract.Key Contributions:• Chosen to be the supervisor when having to temporarily relocate to another working site while there was a major cyber-attack – this is because the team was split between two locations and the Managers had to be on the main site, while I was chosen to lead the other half of the team at the other site.• Successful integration of a central resource called DataHub – this included collating and auditing data from multiple spreadsheets and putting them into a single Microsoft Access database, making the information easily searchable and accessible.

Eight Mile Plains, Queensland, Australia

• Answered inbound calls and resolved enquiries in an efficient manner. • Made outbound calls to nurture customers to drive return to the business. • Generated leads out of calls or emails by recommending products to customers and thoroughly explaining how they would enhance their business. • General administrative duties.

Eight Mile Plains

• Closed B2B sales via outbound phone calls whilst reaching KPI targets.• Data entry into the CRM and advanced use of Excel for data evaluation.• Administrative duties including processing emails, creating quotes and purchase orders.

Mitchelton

• Customer service which included upselling products and services, handling cash and EFTPOS payments.• Provided technical advice to customers and handling any complaints and issues.• Cleaned up the store and merchandised the stock on the shelves.• Answered the phone and processed emails.

Sydney, Australia

• Promoted the university and my degree by talking to high school students and other people considering university study.• Coordinated marketing activities by calling clients and setting up information booths as part of school outreach.

Sydney, Australia

• Attended various lectures or tutorials and produce notes for students with disabilities or impairments – this required excellent hearing and comprehension, even if I was not studying the course.• Transcribed parts of live lectures or tutorials to ensure accessibility for all students.• Worked with the diverse students with disability to ensure that I was producing notes in a way that met their needs, and I could customise the style to what was appropriate for them.

Pyrmont, New South Wales, Australia

• Assisted the arts and audience coordinator to assist the audience, pack things up, organising or creating props for the Studio 10 TV show.• Assisted the producers with miscellaneous tasks like sending emails or typing up transcriptions.

Sydney, Australia

• Encouraged people to sponsor a child or support child rescue program at booths in shopping centres.• Promoting the work of World Vision whilst retrieving donations from people.

Sydney, Australia

• Provided 5 or 10-minute shoulder relaxation massages in offices or at corporate events.• Promoted the organisation by having conversation with clients and making them feel comfortable.

Wetherill Park

• Took customer orders at the register and handled cash and EFTPOS payments.• Deep fried some foods such as chips or nuggets.• Cleaned up the store including wiping down tables and benches, mopping the floor, cleaning the bathrooms, and removing rubbish.• Restocked food and drinks when they ran out from the fridges or cupboards.

Cabramatta

• Greeted patients upon arrival, making use of my bilingualism as many patients spoke Khmer.• Addressed all patient enquiries and scheduled appointments face-to-face and through phone calls.• Created new patient files as required and organised existing ones in order.During my time in this role, I was successful in writing a letter to the council to grant two parking spots on the street out the front of the building to be reserved for patients. This is because where the practice was located, it was near a train station so lots of people would use up the street parking, leaving no room for patients to park closeby. Previous attempts from the medical practice were unsuccessful.

Bachelor Of Human Services (Counselling), Child & Family Studies, Current Gpa Of 6.45

Bachelor Of Arts In Communications, Media Arts & Production, Credit Average

Activities and Societies: Notetaking, Hip Hop SocietyLearning about filming, radio and new media; more specific to film.

Hsc, Higher School Certificate

Activities and Societies: Debate Team Student Representative Council Year 12 Prefect (Leadership Role) Basketball, Indoor Soccer.