Clancy Poihega
Melbourne,Victoria
Summary
Team Leader experienced in directing activities of workgroup's. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, ad providing customized solutions to build loyalty.
Caring Youth Care Worker with 2 years of experience mentoring troubled adolescents. Adept at working with homeless, runaway and delinquent youth. Diligent in supervising youth activities, teaching life skills and promoting self-esteem and healing through individual and group counselling, Analyzes situations effectively and accurately and works independently.
Overview
14
14
years of professional experience
Work History
Youth Care Worker
ICare
12.2021 - Current
- Arranging food, shelter, and clothing for young people in need and providing crisis counselling to those experiencing trauma
- Referring clients to appropriate specialists and liaising with teachers, social workers, local authorities, and parents.
- Completed clear and concise documentation of youth behaviour and actions.
- Meeting with young people to identify and discuss their problems as well as providing support in group settings
- Aided with crisis intervention by redirecting negative behaviours and offering peer counselling.
- Attended treatment team meetings to discuss youth's mental and behavioural progress.
- Substituted in absence of teachers during school hours.
- Collaborated with other professionals to coordinate comprehensive care for clients.
- Assessed clients' needs to provide appropriate therapeutic interventions.
- Supervised meetings with family members to help create support system for clients.
Residential Advisory/ Customer Service
Unilodge
10.2020 - 07.2021
- Act as a “Mentor” and form a friendly and open point of contact for assistance, information, and welfare to residents
- Provide advice and report any concerns regarding resident welfare
- Assist the Management team with grievances and or conflict resolution as required
- Be an active member of the emergency response team during shift times and other times when in the building
- Provide after-hours on-call assistance to residents of Unilodge
- Call the emergency services when appropriate to ensure a quick response to any emergency
- Monitor smoking on and between floors and report any offenders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Inbound Call Centre - Customer Service Representative
Super Retail Group, SRG
11.2019 - 01.2020
- Always provide friendly, helpful, and accurate customer service and advice
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Ensure delivery of timely customer service in store and on phone and in relation to lay-by, special orders, returns and refunds
- Ensure all daily transaction paperwork associated with POS, clearances, refunds etc is completed accurately and efficiently
- Follow all operating procedures for POS, EFTPOS, PDT and stock receiving
- Report all identified safety risks in the work area to the supervisor
- Ensure personal work practices, and those of others, adhere to safety standards
- Engage in open, clear communications with fellow Team Members
- Ensure continued development of personal knowledge and skills through both training programs and on-the-job experience
- Contribute to store sales target by maximising sales opportunities and always striving to increase average sale and GP%
- Update and maintain merchandise presentation and displays to meet store standards
Team leader
CSR Yarraville Distribution centre
02.2010 - 03.2019
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Ensuring contractors are trained in and adhere to work instructions and permits to work
- Identify, assess, document and initiate correction of hazards
- Assist Shift Warehouse Supervisor in coordinating staff and all warehouse works
- Computer operations including working with MS applications as well as SAP application
- Communicating with team to ensure customers’ needs and preferences are met
- Warehousing operations which include forklift operations, manual handling, pick packing etc
Education
Bachelor of Business Management & Innovation -
Victoria University
Footscray09.2023
Certificate IV in Child, Youth and Family Intervention -
Integrity Education Group Pty Ltd
Dandenong04.2022
Cert III Property Services (Agents Representative) -
Real Estate Institute of Victoria
Victoria01.2015
Victorian Certificate of Education -
Keilor Downs Secondary College
Keilor, VIC12.2008
Skills
- Records Management
- Action Plan Development
- Supporting Daily Living Needs
- Maintain Case Files
- Hiring and Recruitment Knowledge
- Emergency Response Coordination
References
Shelton Harris
House Supervisor (Mackillop Family Services)
18 City Road, Ringwood
Mobile: 0421 302 089
Shelton.harris@agency.mackillop.org.au
Moyena Robertson
Team leader (Mackillop Family Services)
237 Cecil Street, South Melbourne
Mobile: 0499 316385
Moyena.robertson@mackillop.org.au
Timeline
Youth Care Worker
ICare
12.2021 - Current
Residential Advisory/ Customer Service
Unilodge
10.2020 - 07.2021
Inbound Call Centre - Customer Service Representative
Super Retail Group, SRG
11.2019 - 01.2020
Team leader
CSR Yarraville Distribution centre
02.2010 - 03.2019
Bachelor of Business Management & Innovation -
Victoria University
Certificate IV in Child, Youth and Family Intervention -
Integrity Education Group Pty Ltd
Cert III Property Services (Agents Representative) -
Real Estate Institute of Victoria
Victorian Certificate of Education -
Keilor Downs Secondary College
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