Customer Service Operator - Telstra Triple Zero (000) Call Center - Windsor, Victoria, Australia
(2025-11 - 2026-07)
- Acted as the first point of contact for emergency callers, accurately assessing situations and connecting calls to Police, Fire or Ambulance emergency services.
- Delivered calm, compassionate and professional support to callers experiencing crisis, distress or traumatic incidents.
- Maintained exceptional service quality, consistently achieving 100% Quality Assurance (QA) scores.
- Worked effectively within a fast-paced, high-volume contact centre environment while meeting performance and quality targets.
Community Outreach Worker (Public Intoxication Response) - Cohealth - Melbourne, VIC, Australia
(2024-07 - 2025-11)
- Completed comprehensive risk and needs assessments for vulnerable clients.
- Delivered immediate emotional support and crisis intervention using person-centred approaches.
- Liaised with police, ambulance services and community agencies to ensure safe outcomes.
- Developed effective referral pathways to health and social support services.
- Maintained detailed case records and documentation in accordance with organisational policies.
Senior TMS Clinician - Monarch Mental Health Group - Melbourne, VIC, Australia
(2023-07 - 2026-03)
- Conducted client assessments and monitored mental wellbeing throughout treatment.
- Delivered compassionate emotional support to individuals experiencing severe depression and anxiety.
- Recognised deterioration in mental state and escalated clinical risks appropriately.
- Coordinated appointments and managed confidential clinical records.
- Worked collaboratively within multidisciplinary teams to achieve positive client outcomes.
- Maintained accurate documentation in accordance with clinical governance requirements.
Pathways Connector (Telehealth) - Sandringham Ambulatory Care Clinic - Sandringham, VIC, Australia
(2022-11 - 2023-07)
Provided telephone-based assessment, information and referral services for clients requiring health and community support.
- Acted as the first point of contact for individuals accessing services.
- Conducted telephone assessments to identify support needs and potential risks.
- Delivered compassionate information and guidance tailored to individual circumstances.
- Coordinated referrals to appropriate health and community services.
- Maintained accurate electronic records and case documentation.
- Managed high volumes of enquiries while maintaining excellent customer service.
- Responded professionally to distressed clients and complex situations.
Disability & Mental Health Support Worker - Riverlink Interchange & New haven Farm Home
(2017 - 2022)
- Supported vulnerable adults to maintain independence and wellbeing.
- Promoted safeguarding and protected client dignity.
- Managed challenging behaviours using positive behaviour support approaches.
- Maintained accurate support records.
- Worked collaboratively with families and multidisciplinary professionals.
