Team Member Ready for Placement

Grace is a graduate of Bachelor of Secondary Education Major in English who brings a strong background in customer service, communication, and administrative support. She enjoys staying active through running and going to the gym, while also spending her free time watching movies and series and hanging out with friends. With experience handling technical support, customer concerns, and sales in a fast-paced call center environment, she has developed excellent communication skills, attention to detail, and the ability to remain calm and professional while assisting clients and customers.

Onboarding Training and Assessment
At Affordable Staff, we aim for each team member to possess a robust understanding of administrative tasks but also have a deep appreciation and comprehension of Australian business practices and cultural nuances, ensuring they are exceptionally well-prepared to support their clients effectively. While this training starts with real estate, the skills acquired provide a comprehensive overview of general admin competencies, ensuring that trainees are versatile and capable of supporting a wide range of administrative tasks.

Affordable Staff understands that residential tenancy agreements vary by state. Our basic training covers general principles across different locations in Australia, and we emphasise the importance of client-specific training to address unique requirements.

She is equipped with specialised knowledge and skills tailored to the Australian real estate industry. Her training began with an introduction to the fundamentals of real estate in Australia, including viewing videos and reading articles to understand the market’s nuances. Practical exercises, like processing property management tasks like invoices, lease agreements, and routine inspections, are central to the curriculum.

These exercises familiarise her with common real estate procedures and hone their data entry and organisational skills, which are crucial for maintaining accurate records and managing properties efficiently.

Affordable Staff Tools Training
Tools training is an integral part of the General Admin training program, ensuring our team members gain proficiency in essential software used in day-to-day operations. Our team members were introduced to LastPass for password management, Outlook for email and calendar organisation, TechSmith for capturing and recording, Hubstaff for time tracking, Zoom and Teams for virtual communication, OneDrive for file management, and Trello for project management.

Each session combines theoretical instruction with practical, hands-on activities, allowing her to apply the learnings immediately. She is knowledgeable on how to securely manage passwords, organise and categorise emails, capture and share visual content, track work time and productivity, conduct and manage virtual meetings, handle cloud storage, and manage projects effectively.

Additionally, time permitting, she and all team members receive an overview of property management tools like Property Tree, Property Me, Console, DocHub, FileSmart, DocuSign, Adobe Acrobat, Console Gateway, 1Form, Inspection Manager, REST Professional, Palace, Maintenance Manager, Realworks, and CoreLogic.

This comprehensive approach ensures she is well-equipped to handle a variety of tools, leading to increased efficiency and task productivity.

Prior to her onboarding training, she had already learned and gained experience with the following tools and software:

• Expert: Microsoft Word, Microsoft PowerPoint, Canva
• Advanced: Microsoft Teams, Microsoft Forms
• Practical Application: Microsoft Outlook, OneDrive, Trello, Hubstaff, LastPass
• Limited Experience: Microsoft Excel, Microsoft OneNote

Additional Skills and Notable Experience
Grace has gained experience in customer service, technical support, sales, client communication, administrative coordination, and education through her background in the call center industry and academic internship experience.

• Working as a Customer Service Advisor II in the telecommunications industry for 6 months, handling technical troubleshooting, customer support, account management, and sales for internet, cable, mobile, landline, and security services
• Assisting customers through inbound calls while resolving service concerns, providing clear troubleshooting instructions, and maintaining professionalism during high-pressure interactions
• Using tools such as Estart, Nice, Mercury, ITG, and ACSR for scheduling, transcription support, troubleshooting, account management, and customer information handling
• Managing customer account information accurately while performing service updates, troubleshooting processes, and product recommendations
• Developing strong verbal communication, active listening, and customer rapport-building skills through direct client interactions
• Gaining experience in multitasking, organisation, and deadline management during her teaching internship
• Creating lesson plans, presentations, assessments, and reports using Google Docs, Microsoft Word, Canva, and PowerPoint
• Handling administrative and data entry tasks such as encoding student grades, maintaining records, and preparing evaluation documents using Microsoft Excel and Google Drive
• Demonstrating accuracy, attention to detail, and the ability to ask smart and targeted questions to efficiently resolve concerns and complete tasks
• Strengthening adaptability and teachability by actively participating in formal training programs and applying constructive feedback to improve performance

Learning Ability and Work Proficiency
Grace is an articulate and eloquent communicator who adapts quickly to existing systems and workflows. She follows instructions with ease, works independently with minimal supervision, and consistently demonstrates strong organisational skills in handling tasks and responsibilities. Her analytical and rational approach allows her to learn new processes efficiently while maintaining accuracy and attention to detail. She is also highly organised, systematic in her work, and committed to continuously improving her performance through feedback and experience.

Interpersonal Skills and Personal Characteristics
She presents herself as warm, composed, and sincere, creating positive and professional interactions with both clients and colleagues. She communicates confidently while remaining patient, respectful, and approachable in conversations. Her calm and steady nature allows her to work effectively even in demanding situations, while her eagerness to learn and willingness to take responsibility reflect her dependable work ethic. She is also resourceful, cooperative, and highly capable of building trust and rapport with the people she works with.

Suitability
Grace is greatly suitable for any general mortgage broking or general administrative position, as well as voice roles.

Why Grace is Suitable for the Role
Grace’s combination of customer service experience, strong communication skills, and administrative capability makes her an excellent fit for an administrative role within the Australian real estate industry. Her experience handling customer concerns, technical troubleshooting, account management, and multitasking in a fast-paced environment has strengthened her professionalism, accuracy, and ability to work under pressure. In addition, her educational background and internship experience have further developed her organisational skills, adaptability, and proficiency with commonly used office and communication tools. Her calm personality, willingness to learn, and ability to work independently make her a dependable and capable team member who can effectively support clients and day-to-day administrative operations.