Anahera Jordan

Leading a Team of 50+ Customer Service Officers and overseeing daily operations to achieve Geat2GO funding objectives laid out by the Department of Health.

• Coordinated workflow among team members to enhance overall productivity.
• Implemented process improvements that streamlined daily operations and minimized delays.
• Facilitated conflict resolution among team members, promoting a positive work environment.
• Monitored project timelines to ensure adherence to deadlines and deliverables.
• Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
• Identified opportunities for process improvements and implemented changes.
• Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
• Ensured compliance with company policies and procedures throughout the team.
• Supported the manager in developing plans for future projects, initiatives and objectives.
• Maintained accurate records of employee attendance and task completion times.
• Held regular one-on-one coaching sessions with staff members to encourage personal development.
• Facilitated team meetings to discuss targets, strategies, and address any issues.

General Management of Business and Coaching of clients

• Budget Management and Accounting
• Procurement, Accounts payable and receivable
• Established Business relationships and Collaborations
• Sustained client engagement and revenue during Covid Pandemic lockdowns
• Increased post Pandemic revenue by 15% by running successful events and challenges
• Developed a coaching staff pool of 7 people
• Performed staff reviews and appraisals
• Created systems to streamline budgeting and reporting which has also resulted in retaining cash flow and more targeted spending
• Guided clients in setting and achieving personal and professional goals

Co-ordinated, managed and supported a pool of over 30 staff with a focus on both planned out and reactive scheduling, staff development, reporting, management of systems and staff efficacy. All tasks performed with a customer focus whilst using knowledge of the Commonwealth Home Support Programme, NDIS and HCP Schemes.

Duties and achievements include:

• Provided support to CHSP/NDIS/HCP customers over the phone, scheduled services, and advised on entitlements.
• Liaising between customer and customer coordinators
• Sound knowledge of how to navigate My Aged Care
• Managed timesheet processing for payroll
• Reporting using CRM database (specifically Sandwai)
• Helped to develop a new business model for the in-home nursing product provided by Chorus
• Increased Nurse productivity from 50% to 75% by better scheduling nurse rosters, monitoring Nurse efficiency and streamlining administration processes
• Proposed and implemented customer contact system reducing customer complaints by 30%
• Increased staff satisfaction and morale by providing engaging and consistent support

Coached classes of up to 30 people, working both individually and within a team to achieve client goals and satisfaction

• Helped to achieve increased client retention by effectively coaching and building client rapport
• Coordinated seasonal events to help achieve client engagement and satisfaction
• Increased merchandise sales through strategic promotions

Handled dangerous and high value items, collaborating with team to achieve company KPIs

• Achieved and exceeded expected KPIs
• Picked high value and dangerous goods accurately for multiple stores across Western Australia as part of a small team
• Inventory accuracy

Helped to develop online language learning programs/platforms and resources and developed/delivered lesson plans to both small and large groups

Research Assistant

• Helped to develop Te Whanake Online language learning program
• Helped to develop Te Aka (Maori language dictionary)

Tutor

• Designed lesson plans for small groups in introductory and advanced beginner Maori language, delivering content to groups of up to 15 learners.
• Created and assessed evaluations to track learner progress.
• Created practicum lesson plans for Beginner Cultural Dance papers. Delivered and presented content of these lesson plans to large groups of up to 60 people.
• Co-ordinated large event for end of semester performances/assessments