- Pilates
- Gym Workouts
- Outdoor Recreation
Coleen-Marie Downie
Mackay ,QLD
Summary
Dynamic leader with a proven track record at Selectability, excelling in stakeholder management and team leadership. Enhanced operational efficiency and customer satisfaction through innovative solutions and effective incident management. Skilled in fostering teamwork and collaboration, demonstrating reliability and self-motivation. Achieved significant improvements in service delivery, underscoring a commitment to excellence and continuous professional growth.
Overview
18
18
years of professional experience
Work History
Team Leader - Service Delivery
Selectability
Mackay
02.2022 - Current
- Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
- Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
- Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
- Enhanced team performance by implementing efficient service delivery processes and procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Delivered results-driven solutions that improved operational efficiency while meeting or exceeding client expectations.
- Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
- Collaborated with stakeholders to identify opportunities for process improvements, leading to increased efficiency in operations.
- Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
- Mitigated risks associated with service delivery by establishing contingency plans and proactive management strategies.
- Balanced competing priorities effectively while managing multiple accounts without compromising quality or timeliness of service delivery.
- Rostering and overseeing day to day rosters.
- Managing 3 SIL houses and opening up a 4th this week. Ensuring the homes are compliant.
- Quoting for new consumer services.
- Lease agreements for selectability properties
- Investigating and closing off incident reports.
- Completing progress reports for consumers.
- Monthly reporting for Positive Behaviour Support Plans.
- Approving Timesheets.
- Conducting Staff Inductions.
- Interviewing when recruiting staff.
House Senior
Allcare
Brisbane, QLD
06.2021 - 01.2022
- Ensure the service is managed in alignment with Allcare Support Services Vision.
- Legislative requirements are adhered to at all times.
- Coordinator and carry out in a cooperative, respectful and flexible manner.
- Tasks and activities aimed at meeting the clients personal / living community needs.
- Ensure Policies and procedures are followed by all staff, including recording and completing client information.
- Respond to emergency situations within specified guidelines (Code of Conduct)
- Rostering
- Sleepover Assisting clients to work towards their NDIS Goals.
- Assisting with Personal care.
- Fortnight =ly Business and Customer Reconciliations.
- Incident reporting
- Assisting clients to appointments.
Service Delivery Manager
Multicap
Brisbane, QLD
09.2016 - 06.2021
- Ensure Policies and Procedures are followed buy all staff.
- Filing of client information.
- Oversee the development of personal plans (IPPs, IEPs, IRPs)
- Ensure plans are update regularly and reviewed annually.
- Ensure safe work practices by following workplace health and safety systems.
- Incidents and taking appropriate actions for hazards, accidents and incidents.
- Participate in all reviews by external quality organisations(Community Visitor Program
- Output summaries, timekeeping, shopping reimbursements, petty cash.
- Service Agreements for Clients
- Incident reporting
- Vehicle maintenance checks,
- Consumer rosters and variations
- Output summaries, timekeeping, shopping reimbursements, petty cash.
- Assisting with appointments
- Training and mentoring staff
- Stakeholder meetings
Administration Officer
Blue Care
Roma, QLD
06.2015 - 09.2016
- Timekeeping employees run sheets each day in Procura for 3 centres
- Edit Timesheets / Payroll for 3 centres.
- staff Personal Files
- Probity Documentation
- Filing and Archiving
- Debtors / Creditors
- Fleet Vehicles
- Organising all staff training
- Answering phones / transferring calls
- Ordering supports for 3 centres
- Banking and mailing
- HR duties
Administration Support Officer
Harrison Infrastructure Group
Roma, QLD
02.2014 - 06.2015
- Records Management - DMS and archiving for the Department of Transport and Main Roads
- Making sure the 96 projects were placed on the TMR Systems.
- General administration duties including answering phones, scanning and uploading documents. Booking accommodation for FIFO staff.
- Coordinating Asset disposal sale
- Housing and office leases.
- Successfully handling an Asset disposal sale, putting together a catalogue, advertising and invoicing successful bidders.
- Successfully having all documentation ready for handover to TMR
Administration Officer
St Johns School
Roma, QLD
01.2013 - 02.2014
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Editing all new students Enrolment Forms into the system.
- Updating Student and Family information as required.
- Edit the Weekly Newsletter
- General Administration duties - emailing information to families and the general public.
- Sick bay duties, attending to first aid as required.
- WHS Officer
Program Support Officer
Department Of Main Roads
Roma, QLD
01.2011 - 01.2013
- DMS Record Keeping. - Edit all documents in DMS and file accordingly.
- Reception - Customer service, answering phones, transferring calls, taking messages.
- Permits - Process Excess Mass Dimension Loads.
- Housing - Completing 3 monthly inspections on TMR properties. Arranging maintenance for houses and office building, billing employees for electricity accounts, handling leases on TMR houses.
- Finance - Paying accounts and looking after corporate cards.
- Log Books - Overseeing log books and entering correctly into the system.
Teacher Aid / Cleaner
St Johns School
Roma, QLD
01.2008 - 01.2011
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Worked closely with the teacher to write programs to suit children's needs.
- Cared and worked with a student who required PEG Feeding, personal care.
- Cleaner - Worked as a cleaner 5days per week, cleaning class rooms, toilet blocks, polishing floors, cleaning windows / window sill, vacuuming floors, taking out rubbish, cobwebing.
Owner / Operator Real Estate - Property Manager
Ray White Real Estate Roma
Roma, QLD
07.2006 - 11.2008
- Managed day-to-day business operations.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Conducting 3 monthly inspections.
- Collecting Rent / Paying rents to landlords.
- Handling new leases
- Sending out Entry Notices and breach notices.
- Handling Trust Accounts
- Handling Contracts and deposits
Education
No Degree -
Blackall State School
Blackall, QLDSkills
- Compliance knowledge
- Coaching and Mentoring
- Innovation Skills
- Stakeholder Management
- Customer Satisfaction
- Incident Management
- Teamwork and Collaboration
- Time Management
- Reliability
- Team Leadership
- Active Listening
- Relationship Building
- Self Motivation
Interests
Timeline
Team Leader - Service Delivery
Selectability
02.2022 - Current
House Senior
Allcare
06.2021 - 01.2022
Service Delivery Manager
Multicap
09.2016 - 06.2021
Administration Officer
Blue Care
06.2015 - 09.2016
Administration Support Officer
Harrison Infrastructure Group
02.2014 - 06.2015
Administration Officer
St Johns School
01.2013 - 02.2014
Program Support Officer
Department Of Main Roads
01.2011 - 01.2013
Teacher Aid / Cleaner
St Johns School
01.2008 - 01.2011
Owner / Operator Real Estate - Property Manager
Ray White Real Estate Roma
07.2006 - 11.2008
No Degree -
Blackall State School