Summary
Overview
Work History
Education
Skills
Certification
Training
Timeline
Generic

Cate Hamilton

Garden Suburb,Australia

Summary

Experienced operations and customer service leader with over 20 years in public-facing roles across aquatic and leisure centres. Proven ability to manage complex operations, lead diverse teams, implement systems and processes, lead and inspire teams, implement innovative programs, ensure compliance with operational standards and deliver high-quality customer experiences. Skilled in financial reporting, stakeholder engagement, and change management. specialising in program development, staff leadership and customer experience. Currently seeking to apply my leadership and service excellence to the health sector in a managerial capacity. My aim is to obtain a position that will allow me to utilise my skills in customer service to serve both my employer and community, in an environment that allows me to continue to learn and develop both professionally and personally.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Operations and Customer Service Supervisor

Lake Macquarie City Council
08.2015 - Current
  • Supervise daily operations across multiple aquatic centres, ensuring smooth functioning, safety compliance and a high level of customer service. Pool water compliance, plantroom maintenance
  • Manage staff rosters, payroll approvals, and training workshops
  • Lead implementation and training of new systems (centaman, Envibe, UKG, PETE) and coordinated cross departmental collaboration
  • Provide leadership coverage across varying worksites
  • Recruiting and mentoring program staff, facilitating training sessions to ensure consistency and customer satisfaction
  • Liaise with school and user groups and patrons to ensure a high level of service and stakeholder satisfaction
  • Advocated for water safety education and inclusive programming for all age groups and abilities
  • Implementation of LTS progression system, zoned areas, use of toys as teaching aids to motivate and provide consistency
  • Allocation of learn to swim lane spaces to clearly show progression and to allow for expansion when needed
  • Customer complaint resolution and education
  • Engagement and renumeration of contractors and suppliers
  • Co-ordination of bookings and rostering for pool user groups
  • Liaison with council business partners – finance, recruitment, procurement, people support, customer service, communications, payroll, essential services and safety to ensure compliance with council policy and procedure
  • Supporting staff in all duties of the centre as well as the administrative and leadership teams to ensure the smooth running of the centre.
  • Overseeing the implementation of centre upgrades, maintenance and capital acquisitions
  • Preparation and review of financial reports and balancing records
  • Acting as a conduit between teachers / coaches and parents, assessing children, buddying teachers
  • Effectively delivering a comprehensive Learn to Swim Program, tailoring lesson plans to align to the needs of the class, ensure that all members actively participate, and all teachers actively correct, fostering a positive and encouraging learning environment.
  • Teaching learn to swim classes for children of all ages maintaining a culture of safety, fun and continuous improvement, delivering all lessons with care and enthusiasm, conducting squad sessions when needed, supporting squad members at meets
  • Designing a school water safety program to be used with high school and primary school students based on curriculum expectations and needs
  • Researching and having resources always available for staff to access when needed keeping instructors’ knowledge relevant

Learn to Swim Teacher / Adminstrative Assistant

Des Renford Aquatic Centre - Randwick City Council
02.2007 - 12.2009
  • Providing lessons for adults, babies toddlers, school children and people with disabilities, fostering a positive and encouraging learning experience
  • Squad coaching at the centre and travelling with teams to meets
  • Buddying and training new staff

Operations Team Leader

Collingwood Leisure Centre - Yarra City Council
10.2002 - 04.2003
  • Delivering monthly rostering for all lifeguards and overseeing their daily duties, pool water testing, WHS compliance reports, opening and closing of the centre
  • Provide leadership coverage across multiple worksites
  • Supervising all customer service, gym, crèche and LTS staff – ensuring all staff comply with safety standards and council policy and procedure
  • Financial and WHS reporting
  • Monitoring of the Learn to Swim program and implementing changes and supporting staff through changes, liaising with parents to provide feedback and to ensure satisfaction.
  • Delivering lessons and coaching
  • Facilitate training sessions and implementing a teacher buddy system
  • Working with schools and user groups to provide swimming and water safety classes and dry land information sessions
  • Researching competitors to ensure the programs offered remain relevant and consistent with community needs
  • Membership sales and centre walk arounds

Program Team Leader / Customer Service and Reception Supervisor / Center Manager PA

Des Renford Aquatic Centre - RANS Management / Randwick City Council
04.1997 - 09.2002
  • Overseeing the daily running of the swim school (enrolments expanded from 1700 to over 3000 during my tenure)
  • Management of all program staff (LTS, squad coaching, aquaroebics instructors, birthday parties, OOSH) and programs ensuring that all ratios and industry standards are followed, monthly rosters, expectations and training, co-ordinating childrens entertainment providers whilst maintaining a culture of safety and continuous improvement
  • Smooth running of bi-annual learn to swim carnivals / race afternoons
  • Delivering lessons and coaching (Adults, babies, toddlers, school age and people with disabilities)
  • Analysis of existing programs (class levels, ratios, assessing students) and working collaboratively with teaching staff to make changes to ensure customer satisfaction
  • Initiating a rewards-based staff retention program
  • Development of work groups to restructure learn to swim delivery
  • Understanding of the needs of both the organisation and the community and implementation of changes through formulation and analysis of annual customer surveys
  • Pool bookings, lane allocations, Invoicing, Stock ordering, kiosk and reception supervision
  • Forming relationships with stakeholders – local schools, surf clubs, physiotherapists, sporting clubs, medical practitioners, Royal Lifesaving, Department of Education, through marketing /mailouts, school visits, promotional days
  • Co-ordinating customer fun days and carnivals
  • Implementation and Training of new re-enrolment / Point of sale system
  • Carrying out all daily operating procedures
  • Facilitation of regular training workshops and for program staff, team building sessions, social events and conference attendance
  • Accountability for all staff payroll, centre accounts, banking and financial reporting
  • Office Administration and communication tasks – preparation of memos, email responses, presentations
  • Ensuring staff training needs are met and all staff qualifications are current. Facilitating training sessions and engaging external trainers to guarantee all staff are performing at their best securing the centre as a market leader.
  • Formulating, delivering and analysing customer surveys to assess community needs, implementing changes to ensure stakeholder /user groups satisfaction, Using this information to forecast community needs

Education

St Clares High School Taree
12.1996

Skills

  • Problem-solving
  • Time management Skills
  • Customer service Excellence
  • System Implementation
  • WHS and Emergency Response Procedures
  • Change Management
  • Conflict Resolution
  • Telecommunications and Technology Adaptation
  • Financial Reporting and Cash Handling
  • Multitasking and organisation
  • Stakeholder Engagement
  • Staff Leadership, Training and mentoring

Certification

  • Royal Life Teacher of Swimming and Water Safety
  • Pool Lifeguard Certificate
  • Senior First Aid Certificate
  • Spinal and Advanced Resuscitation
  • Royal Life Technical Operations
  • Certificate III Early Childhood Teaching
  • Royal Life Workplace Supervisor
  • Certificate IV in Sport, Aquatics and Recreation – (Currently undertaking)
  • Austswim Teacher of swimming and water safety
  • Austswim Teacher of Infant Aquatics
  • Austswim Teacher of Competitive Strokes
  • Austswim Access and Inclusion

Training

  • Royal Lifesaving certificate in Cultural Competence
  • Royal Lifesaving Conflict Management
  • Royal Lifesaving Teacher of Lifesaving
  • Australian Government DOH Infection Control Training
  • Childsafe Australia – Keeping Children and Young People Safe – Management Staff
  • Childsafe Australia – Keeping Children and Young People Safe – Frontline Staff
  • Royal Lifesaving Child development 6months – 2years
  • Royal Lifesaving Child Development 3years – 12years
  • Royal lifesaving Supervision Planning
  • Royal Lifesaving Child Safety for Aquatic Facility Management Staff

Timeline

Operations and Customer Service Supervisor

Lake Macquarie City Council
08.2015 - Current

Learn to Swim Teacher / Adminstrative Assistant

Des Renford Aquatic Centre - Randwick City Council
02.2007 - 12.2009

Operations Team Leader

Collingwood Leisure Centre - Yarra City Council
10.2002 - 04.2003

Program Team Leader / Customer Service and Reception Supervisor / Center Manager PA

Des Renford Aquatic Centre - RANS Management / Randwick City Council
04.1997 - 09.2002

St Clares High School Taree

Similar Profiles

CREATE PROFILE
Cate Hamilton