Bernadette Wong
OFFICER,VIC
Summary
A dedicated professional with a passion for person-centered care and support, excelling in navigating challenges and adapting to various environments. An unwavering commitment to enriching lives drives a focus on making meaningful impacts in every undertaken task. Possessing a strong foundation in computer skills and keen attention to detail ensures precision in all endeavors. Thriving in collaborative settings, adaptability and exceptional critical thinking skills are showcased, supported by a solid framework of ethical values and cultural awareness. With a track record of reliability, diligence, and a relentless pursuit of results, readiness to make effective contributions is evident.
Overview
10
10
years of professional experience
Work History
Regional Workforce Coordinator
Melba Support Services
04.2023 - Current
- • In-depth knowledge of staffing structures and workforce planning for effective resource allocation
• Proven management and leadership skills, collaborating across diverse departments for streamlined operations
• Adept at building and maintaining relationships with stakeholders to ensure smooth collaboration
• Demonstrated strong logistical and time management skills, optimizing workforce coordination efficiency
• Provided direct line management to the Melba Casual workforce, fostering a high-performance culture
• Bridged the gap between the Workforce Hub and Regional Outcomes team, ensuring a seamless understanding of regional challenges
• Extensive recruitment experience, specializing in the disability sector, showcasing nuanced understanding of industry-specific needs.
Quantifiable results:
• Reduced recruitment cycle time by 20% through implementation of streamlined processes
• Increased employee satisfaction by 15% through effective leadership and communication strategies
• Improved workforce retention rates by 10% through targeted engagement initiatives
Disability Support Worker- Program Facilitator
Alkira
08.2018 - 10.2023
- Created and implemented programs supporting individual NDIS goals, focusing on disability support initiatives tailored to individualized care and support
- Proficient in personal care and medication administration
- Expertise in providing complex health support, particularly in managing epilepsy
- Extensive background in day services, respite care, and Supported Independent Living.
Active Days Coordinator
Interchange Inner East
03.2022 - 03.2023
- Engineered efficient processes for obtaining compliance documentation, ensuring audit readiness
- Established clear communication channels with support workers and families for personalized 1:1 support arrangement
- Improved team efficiency through streamlined communication and task delegation
- Implemented mental and well-being check-ins for staff support
- Organized activities for participants and investigated incident reports with timely referrals
- Orchestrated camps and respite programs, showcasing organizational skills
- Led collaborative team meetings and liaised effectively with families and allied health professionals
- Redeveloped the Active Days program post-COVID-19
- Created and implemented COVID-19 safety and OH&S checklists/forms via Formsite
- Provided after-hours on-call support for staff and families
- Managed data entry, maintained staff and participant contact details, and handled payroll
- Responded promptly to inquiries via email, phone calls, and Zendesk
- Adapted seamlessly to changes during COVID-19 and a business merger, ensuring smooth transitions.
Payroll Coordinator
Interchange Inner East
07.2021 - 03.2022
- Managed the efficient uploading and processing of staff timesheets, ensuring accuracy and adherence to deadlines
- Collaborated closely with the support planning and finance teams to facilitate seamless coordination
- Established effective communication channels with families, carers, and support staff to address and manage shift changes promptly and efficiently.
Support Planner
Interchange Inner East
03.2020 - 12.2020
- Led preparations for internal and external audits, ensuring compliance
- Streamlined staff rostering using CareLink and Visual Care, implementing the new system, Visual Care
- Conducted mental and well-being check-ins for staff, fostering a supportive environment
- Supported staff in organizing participant activities, enhancing engagement
- Investigated incident reports, ensuring timely resolution and referrals as needed
- Orchestrated camps and respite programs, showcasing organizational prowess
- Facilitated virtual team meetings, including families and allied health professionals
- Managed minute-taking for meetings, ensuring accurate documentation
- Implemented COVID-19 safety and OH&S checklists/forms via Formsite
- Provided after-hours on-call support for staff and families
- Updated and maintained staff contact details, handled payroll, invoicing, and used the NDIS price guide
- Responded promptly to inquiries via email, phone calls, and Zendesk.
Support Worker
Hire Up
07.2018 - 12.2020
- Administered personal care and provided meal assistance and medication support
- Delivered domestic assistance, ensuring a clean and organized living environment
- Assisted participants in meeting their daily living needs
- Actively encouraged, prompted, and motivated participants to engage in recreational activities at home, in group settings, and within the community
- Provided transportation for participants to and from various locations using a personal vehicle.
Customer Service Representative
ME Bank
05.2017 - 10.2017
- Managed inbound calls, addressing customer inquiries related to Personal accounts, Credit Cards, Home Loans, and Personal Loans
- Strived for first-call resolutions to enhance customer satisfaction and efficiency.
Customer Service Representative
Australia Post
10.2016 - 05.2017
- Managed inbound calls to assist customers, with a focus on achieving first-call resolutions
- Initiated and conducted investigations to address customer concerns and inquiries
- Proficiently determined customer needs and provided effective solutions
- Ensured prompt communication of relevant information from delivery facilities to customers
- Delivered the highest level of customer service, minimizing escalations or referrals to postal industry ombudsmen
- Actively participated in test lab meetings to contribute to the enhancement of products and services
- Extended support to customers through social media platforms such as Facebook and Twitter.
Assistant Account Executive
Marsh Insurance
06.2014 - 07.2015
- Collaborated effectively with clients, underwriters, and claim managers to facilitate seamless communication
- Managed the administration of new policies, renewals, and endorsements
- Ensured the timely and accurate production and processing of invoices, policy accounting information, quotations, premium calculations, policy wordings, and certificates of currency
- Utilized insurance broker computer systems for efficient data management
- Assisted brokers with daily tasks, including handling emails and client calls
- Actively participated in client meetings to address inquiries and provide comprehensive support.
Education
Diploma of Community Services -
Cire Training
Certificate IV in Disability -
Job Training Institute
Skills
- Time Management
- Team Work
- Microsoft Office
- Customer Service
- Resilience
- Autonomy
- Prioritisation
- Leadership
- Not-for-Profit
- Business Administration
- Recruitment Strategies
- Software Knowledge
- Workforce Management
Languages
English
Timeline
Regional Workforce Coordinator
Melba Support Services
04.2023 - Current
Active Days Coordinator
Interchange Inner East
03.2022 - 03.2023
Payroll Coordinator
Interchange Inner East
07.2021 - 03.2022
Support Planner
Interchange Inner East
03.2020 - 12.2020
Disability Support Worker- Program Facilitator
Alkira
08.2018 - 10.2023
Support Worker
Hire Up
07.2018 - 12.2020
Customer Service Representative
ME Bank
05.2017 - 10.2017
Customer Service Representative
Australia Post
10.2016 - 05.2017
Assistant Account Executive
Marsh Insurance
06.2014 - 07.2015
Diploma of Community Services -
Cire Training
Certificate IV in Disability -
Job Training Institute
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