Anne O'Leary
Queanbeyan,NSW
Summary
Retail professional with expertise in team collaboration and customer service. Achieved high client satisfaction through effective communication, conflict resolution, and strategic problem-solving. Engaged in volunteer work with Orange Sky and Lifeline Australia, enhancing client advocacy skills.
Overview
31
31
years of professional experience
Work History
Case Manager
Community Options Australia
Canberra, ACT
07.2016 - 01.2022
- Provided comprehensive case management services, including assessments and advocacy.
- Monitored client progress through regular follow-ups, ensuring timely interventions.
- Facilitated meetings to assess client needs, resulting in tailored service development.
- Collaborated with community resources, enhancing service delivery effectiveness for clients.
- Resolved conflicts between clients and service providers through effective mediation.
- Adhered to ethical principles, ensuring protection of client confidentiality.
- Documented accurate case notes in compliance with organizational standards.
Personal care Assessor
Home Help
Canberra, ACT
02.2011 - 12.2015
- Conducted comprehensive assessments for clients requiring home assistance services.
- Collaborated with healthcare professionals to develop tailored care plans.
- Evaluated client needs and recommended appropriate support services.
- Ensured compliance with industry standards and regulatory requirements.
- Trained new assessors on procedures and best practices in assessments.
- Maintained accurate records of all assessment activities and service plans.
- Participated in quality improvement initiatives to enhance service delivery.
Support Manager/Team Trainer
Bunnings
Belconnen, ACT
12.2005 - 12.2010
- Managed daily operations of customer service department, including staffing and resource allocation.
- Coordinated training programs to enhance customer service skills among staff.
- Developed processes to improve service efficiency and reduce response times.
- Resolved customer inquiries and complaints, ensuring satisfaction and loyalty.
- Monitored team performance, providing feedback for continuous improvement.
- Facilitated communication between management and support staff to align objectives.
- Handled escalated calls requiring additional assistance or specialized knowledge.
- Conducted regular meetings with staff to address customer challenges and performance.
Enrolled Nurse
Various hospitals
Sydney and Perth
01.1991 - 2001
- Administered medications and treatments according to hospital protocols and physician orders.
- Monitored patient vital signs, reporting changes to healthcare team members.
- Assisted interdisciplinary teams in developing comprehensive patient care plans.
- Educated patients and families on health management and post-discharge instructions.
- Provided emotional support to patients and families during challenging situations.
- Maintained accurate patient records using electronic health record systems.
- Coordinated with nursing staff to ensure efficient patient care delivery.
- Utilized sterile techniques for preparing patients for procedures.
Education
Diploma of Library Studies - Library And Information Science
Central Regional TAFE
WA11-2005
Diploma of Welfare Work - Welfare Work
University of Technology Sydney
Sydney, NSW11-1994
Enrolled Nursing - Nursing
Lewisham Hospital
Lewisham NSW11-1990
Skills
- Customer advocacy
- Client engagement
- Problem solving
- Time management
- Organizational skills
- Team collaboration
- Effective communication
- Verbal communication
- Emotional intelligence
- PPE compliance
Timeline
Case Manager
Community Options Australia
07.2016 - 01.2022
Personal care Assessor
Home Help
02.2011 - 12.2015
Support Manager/Team Trainer
Bunnings
12.2005 - 12.2010
Enrolled Nurse
Various hospitals
01.1991 - 2001
Diploma of Library Studies - Library And Information Science
Central Regional TAFE
Diploma of Welfare Work - Welfare Work
University of Technology Sydney
Enrolled Nursing - Nursing
Lewisham Hospital