Ashna Medhat
~
Potsdam, Berlin
Summary
Detail-driven coordinator with government and non-profit experience supporting high-volume stakeholder interactions, knowledge capture, and training material development. Skilled at synthesizing information, documenting key takeaways, and turning complex guidance into clear, accessible resources. Excited to contribute to EOF’s Learning & Engagement agenda by supporting research on outcomes-based financing (RBF), building audience-friendly learning materials for technical briefs, coordinating webinars and events, and mapping stakeholders across ECCE, basic education, and skills-for-employment. Operates reliably in fast-paced, remote, multicultural settings with a strong commitment to safeguarding, data accuracy, and impact. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
2019
2019
years of professional experience
3
3
Languages
Work History
Community Engagement Promoter
World Vision
Brisbane
- Conducted respectful, culturally aware outreach with diverse audiences; consistently met daily engagement targets.
- Captured donor/stakeholder insights and talking points, strengthening local campaign learning loops.
- Identified interested and qualified customers to provide potential customers with additional information regarding product.
- Conducted independent research to gain insight on how to build rapport which boosted my customer engagement from coin donations to sign ups directly via the website.
Data Entry & Administrative Assistant (Contact Centre)
National Disability Insurance Agency (NDIA/NDIS)
Brisbane
- Handled 50–70 participant calls daily while maintaining high-integrity case documentation in Salesforce/Genesys; audited records to reduce duplicates and improve retrievability.
- Produced clear internal call-handling guides and role-play training materials that improved new-hire readiness and consistency of service delivery.
- Coordinated multi-agency referrals and tracked follow-up through case closure; captured decisions, risks, and actions with meticulous version control.
- Applied trauma-informed de-escalation and safeguarding practices with vulnerable participants; escalated risks through appropriate protocols.
- Contributed concise meeting notes and action logs to support team learning and continuity across shifts.
- Assisted coworkers and staff members with special tasks on daily basis.
ATO Consultant (Contact Centre)
Australian Taxation Office
Brisbane
- Resolved 100–150 client inquiries per day and translated complex processes into stepwise, user-friendly guidance.
- Maintained audit-ready Siebel/Cisco records; consistently met quality and accuracy benchmarks in a high-volume environment.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
Customer Service Team Member
McDonald's
Brisbane
- Delivered accurate, efficient service during peak periods; recognized for reliability and flexible coverage.
- Implemented quality control measures within the team which resulted in a decrease of errors in handling customer requests or complaints.
Several Years of Volunteer Work
Youth Group
Brisbane
12.2011 - 12.2018
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Strengthened communication skills through regular interactions with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Bachelor of Psychological Science -
Griffith University
BrisbaneSkills
- Desk research & literature scanning (education/RBF)
- Drafting & editing learning materials/briefs
- Stakeholder mapping & relationship coordination
- Webinar & event logistics (scheduling, notes, follow-up)
- Knowledge management & documentation hygiene
- Community engagement & cross-cultural communication
- CRM & call-centre systems (Salesforce, Genesys, Siebel)
- Meeting notes & key-takeaway synthesis
- MS Office & Google Workspace (docs, slides, sheets)
Safeguarding & confidentiality; trauma-informed comms
References
References available upon request
Timeline
Several Years of Volunteer Work
Youth Group
12.2011 - 12.2018
Community Engagement Promoter
World Vision
Data Entry & Administrative Assistant (Contact Centre)
National Disability Insurance Agency (NDIA/NDIS)
ATO Consultant (Contact Centre)
Australian Taxation Office
Customer Service Team Member
McDonald's
Bachelor of Psychological Science -
Griffith University