Christine Helen Helen
Geelong,VIC
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Duty Manager Supervisor
Croatian National Hall
01.2021 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving guest concerns.
- Streamlined team communication for improved workflow, leading to increased staff productivity.
- Implemented new operational procedures to optimize efficiency and reduce expenses.
- Developed staff training programs, resulting in more knowledgeable and skilled workforce.
- Managed daily operations, ensuring smooth functioning of all aspects of t business.
- Coordinated with various departments to maintain seamless integration of services for guests.
- Conducted regular performance evaluations, identifying areas for improvement and providing constructive feedback to staff members.
- Oversaw inventory management, maintaining optimal stock levels while minimizing waste and costs.
- Collaborated with upper management to develop strategic plans for business growth and development.
- Ensured compliance with industry regulations and company policies, mitigating potential risks and liabilities.
- Improved overall guest experience by consistently monitoring service quality and implementing necessary improvements.
- Promoted brand loyalty through exceptional customer service, driving repeat business from satisfied clients.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained compliance with company policies, objectives, and communication goals.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
Victorian State Manager
NDIS
01.2013 - 01.2021
- Boosted sales through successful marketing and service optimization strategies.
- Negotiated contracts and commercial agreements with favorable terms.
- Tracked performance to identify deficiencies and adjust management strategies.
- Administered budgets with sound cost control plans and expense tracking systems.
- Coordinated staff development plans to build empowered, confident and knowledgeable team.
- Developed communications materials to promote organizational plans and initiatives.
- Wrote division policies and coordinated implementation to improve operations.
- Partnered with senior staff to develop annual and quarter plans and budgets.
- Managed and guided staff through daily and special project work.
- Cultivated internal support for business plans and with external industry partners.
- Achieved operational efficiency through effective budget management and resource allocation.
- Managed team of sales representatives, providing guidance and support for their professional growth.
- Developed strong relationships with key clients, leading to increased revenue and market share.
- Implemented data-driven decision-making processes to identify areas for improvement and drive business growth.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Conducted regular performance reviews, identifying strengths and areas for improvement in staff performance.
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Expanded client base through targeted outreach efforts, securing new contracts and partnerships.
- Provided ongoing training and development opportunities for staff members, fostering a culture of continuous learning and growth.
- Maintained open lines of communication with all stakeholders, ensuring alignment on goals and expectations throughout organization.
- Led stakeholder meetings to review progress against objectives and address any concerns or issues arising during project implementation stages.
- Oversaw risk management initiatives, minimizing potential threats to organization's reputation or financial stability.
- Ensured compliance with relevant industry regulations, maintaining up-to-date understanding of changing legislation.
- Mentored junior managers as part of succession planning efforts, sharing knowledge and expertise within organization.
- Increased customer satisfaction levels by implementing targeted service improvement programs.
- Coordinated community engagement activities to raise awareness of company initiatives among local stakeholders.
- Fostered positive work environment that promoted collaboration, teamwork, creativity, innovation amongst employees.
- Continuously monitored market trends to identify new opportunities for growth or competitive advantages.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Education
Bachelor of Arts - Social Welfare
Gordon Institute of TAFE
Geelong, VICBachelor of Arts - Community Development
Gordon Institute of TAFE
Geelong, VICAssociate of Arts - Professional Counselling
The Australian Institute Professional Counselling
Melbourne, VICSkills
- Excellent Communication
- Dependable and Responsible
- Troubleshooting
- Task Prioritization
- Cultural Awareness
- MS Office
- Supervision and leadership
- Self-Directed
- Multitasking Abilities
- Analytical Thinking
Certification
Responsible Service Alcohol
Responsible Service Gambling
Police Check
First Aid 1 & 2
Drivers Licence - Unrestricted
Infection Control Training C-19
Partnership in healthcare and in helping to protect people in public spaces, health care environments.
Timeline
Duty Manager Supervisor
Croatian National Hall
01.2021 - Current
Victorian State Manager
NDIS
01.2013 - 01.2021
Bachelor of Arts - Social Welfare
Gordon Institute of TAFE
Bachelor of Arts - Community Development
Gordon Institute of TAFE
Associate of Arts - Professional Counselling
The Australian Institute Professional Counselling
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