Casey Shiel

• Experienced with the use of Triage.
• Leading up to 22 employees (Shift Supervisors and Allocations Consultants) including recruitment, training, managing team's KPIs and performance management.
• Performance Reviews creating individual and career goals for team members.
• Part of the Company Leadership Team introducing quarterly themes and issues and ideas for the business.
• Stepping up into General Manager of Allocations role during annual leave.
• Creation and maintenance of Allocations Training Manual.
• Knowledge of day to day Home Care clients and their needs.
• Understanding of qualifications, facilities and basic medical terms.
• Built strong relationships with Clients, Members and internal employees through positive attitude and attentive response.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Handling of escalated calls
• Identifying flaws and creating processes and procedures to improve efficiency.

INTERNAL RECRUITMENT

• Onboarding new allocators for new Interstate Hubs, including system set up, liaising with HR and IT, coordinating and conducting their training.
• Daily and weekly check ins to provide feedback and coaching, ensuring they are on the road to success within the business.

• Work across Parkdale, Edithvale and Carrum Family and Children Centres.
• Administration duties such as maintaining emails, data entry data and filing.
• Maintaining reception desk, answering all incoming calls and responding to emails as well as being first point of contact for families.
• Working with Comensure to fill shifts with educators with certain qualifications.
• Experienced in working with Quickkids software
• Multitasking and time management.

• Customer service both face to face and over the phone
• Maintaining reception desk and cleanliness of the gym as well as opening and closing procedures
• Selling memberships, data entry, answering all incoming calls and responding to emails.
• Dealing with disputes, cancellations and suspensions.
• Administration duties such as maintaining emails, entering data, maintaining and updating accounts with the use of Ezimember & Ezidebt software.
• Ordering stock.
• Flyer design with the use of Canva.
• Managing social media accounts and promoting current specials.
• Eftpos, money handling and banking reconciliation.