Danielle Shannon
Pialba,Australia
Summary
Experienced professional who works well under pressure with a positive attitude and mindset. Highly organised and competent communicator using a variety of communication platforms. Driven Energy Specialist educated in energy management techniques and energy efficiency alternatives with an understanding of system technologies and metering. Strong attention to detail and excellent record-keeping abilities, adept at data entry, analysing energy bills and developing monthly energy payment plans. Strong work ethic and effective communication skills, eager to contribute to a dynamic team and support organisational goals. Committed to improving customer satisfaction and driving positive outcomes. Highly-motivated employee with desire to take on new challenges and quickly master new skills.
Overview
12
12
years of professional experience
Work History
Ergon Energy Specialist
Energy Queensland Limited
Maryborough , QLD
11.2023 - Current
- Respond to customer enquiries via multi-channel communication methods and scheduling upfront activities to deliver end to end customer service
- Resolve complex customer enquiries and exceptions to ensure customer satisfaction and business needs are achieved by utilising your problem-solving skills and exercise innovation that drives change
- Handling customer and meter data in accordance with privacy policies ensuring the proper collection, storage, and usage of sensitive information while adhering to upholding legal and ethical guidelines and standards
- Manage customer accounts, including resolving billing inquiries and disputes for both digital and analogue meters whilst ensuring that accurate and timely records of customer interactions are maintained
- Perform a wide range of administrative duties that support customer requirements, including providing information and education and working within the boundaries of the financial delegations
- Provide guidance and advice to customers on helping to reduce their energy consumption and lowering costs including negotiating payment plans and schedules, actively credit managing customer using extensive knowledge and skills to analyse, understand and assist with sustainable solutions whilst balancing the needs of the customer and business in credit recovery
- Provide expertise in managing vulnerable and unique customer segments, focusing on appropriate hardship products and services
- Collaborate effectively managing information and confidentiality requirements across Energy Queensland Limited
- Demonstrate a personal commitment to health, safety and environment and support a diverse and inclusive workplace
- Compliance with all relevant legislation, policies, procedures and practices
Lifestyle Coordinator
Bolton Clarke
Hervey Bay, Australia
08.2022 - Current
- Develop, coordinate and deliver lifestyle services whilst monitoring the operational service delivery of lifestyle programs within a Residential Aged Care Facility
- Knowledge of relevant legislative framework, standards and government funding requirements
- Resident care plan assessments, reviews, and implementation
- Monitor the provision of complex client care and person-centred residential based care delivery
- Identify, develop and maintain networks to promote service
- Performance and professional development of the service team
- Prepare detailed documents and reports
- Budget planning and procurement and event management
- Chair Meetings, produce newsletters and monthly activity calendars
- Maintain privacy and confidentiality while adhering to organisational policies and procedures
- Undertake reviews, audits and surveys to meet accreditations
- Compliments, complaints, WH&S and risk management
- Undertake recruitment, selection, orientation and training of Lifestyle Staff and Volunteers
- Maintain current and accurate records for residents and volunteers
- Proficiency in Microsoft Office Suite, Autumncare, Riskman, Outlook, Internet and client management systems
Operational Support Officer and Assistant In Nursing
Queensland Health
Ipswich and Hervey Bay, Australia
11.2020 - Current
- Assist health care professionals as appropriate with patient care by following care plans, documenting observations and all tasks undertaken under the direction and supervision of the Registered/Enrolled Nurse
- Interacting with patients and their relatives in a friendly and appropriate manner
- Work harmoniously within a multi-disciplinary team
- Operate a range of equipment and machinery
- Ensure confidentiality of patient and facility information and respect for privacy
- Complete clinical and environmental tasks and audits as directed within designated time frames
- Actively contribute to maintaining a safe workplace
Residential Care Officer
Accommodation Support and Respite Services
Maryborough, Australia
02.2022 - 05.2023
- Interact with clients, their relatives and health care professionals in a friendly and appropriate manner
- Work harmoniously within a multi-disciplinary team
- Provide personal Hygiene, skin integrity, medication prompts and domestic assistance
- Undertake meal preparations, food safety, transportation and lifestyle support services
- Adhere to all infection control, manual handling and workplace policies and procedures
- Demonstrate effective time management skills and maintain privacy and confidentiality
Lifestyle Coordinator
Blue Care
Brisbane Valley, Lockyer Valley, Lowood, Rosewood, Laidley, Gatton, Toogoolawah, Australia
01.2017 - 10.2020
- Develop and coordinate lifestyle services and monitor the operational service delivery of lifestyle programs within Residential and Community
- Lead a multidisciplinary team within an integrated service environment
- Knowledge of relevant legislative framework, standards and government funding requirements
- Client and Resident care assessments, reviews, planning and implementation
- Monitor the provision of complex client care and person-centred community and residential based care delivery
- Identify, develop and maintain networks to promote service
- Performance and professional development of the service team
- Prepare detailed documents and reports
- Department of Veterans Affairs, Contractor and Agency account reconciliations
- Budget planning and procurement and event management
- Chair Meetings, produce newsletters and memos
- Manage staff rosters, scheduling and leave applications
- Maintain privacy and confidentiality while adhering to organisational policies and procedures
- Undertake reviews, audits and surveys to meet accreditations
- Compliments, complaints, WH&S and risk management
- Undertake recruitment, selection, orientation and training of staff
- Maintain current and accurate records for residents/clients/staff
- Proficiency in Microsoft Office Suite, Peoplepoint, Procura, Kronos, Outlook, Internet, MAC, DVA and client management systems
Volunteer Coordinator
Blue Care
Brisbane Valley, Lockyer Valley, Lowood, Rosewood, Laidley, Gatton, Toogoolawah, Australia
01.2017 - 10.2020
- Plan, implement, monitor, review and coordinate Volunteer services
- Recruitment, orientation, mandatory training and professional development of Volunteers
- Knowledge of legislative requirements relevant to Volunteers
- Lead a multidisciplinary team and maintain current and accurate Volunteer records
- Support Volunteers and staff delegated to supervise Volunteers
- Participate in network meetings and the recognition and reward of Volunteers
- Maintain confidentiality and ensure all volunteers adhered to policies and procedures
- Undertake WH&S, risk management and event management
- Provide Coordination and all administrative support to the Blue Nurses Thrift Shops at Lowood, Rosewood and Laidley
Administration Officer
Blue Care
Carina, Australia
07.2016 - 01.2017
- Customer Service, reception, answering all incoming phone calls, enquiries, site tours and bookings
- Purchasing, postage, procurement filing, archiving, banking and petty cash
- Prepare detailed documents and reports and maintain accurate client and staff records
- Maintain privacy and confidentiality
- Note take and produce minutes, newsletters and memos
- Complete admissions, discharges and provide detailed advice and information on the organisation's products and services
- Prepare cash payments summaries, banking reports, invoices and statements
- Undertake accounts reconciliation and assist in calculating and maintaining wage, salary and staffing records
- Assist in coaching, guidance and development of staff and all staffing enquiries
- Rostering, staff scheduling, and processing leave applications
- Auditing, accreditations and adhere to all company policies and procedures
- Proficiency in Microsoft Office Suite, Peoplepoint, Kronos, Outlook, Internet and in-house client management systems
Administration Support Officer
Ozcare
Booval, Australia
01.2013 - 06.2016
- Customer service, reception, answering all incoming phone calls and enquiries
- Purchasing, postage, filing and archiving
- Prepare detailed documents and reports
- Maintain accurate client and staff records, privacy and confidentiality
- Staff scheduling and facilitation of workplace training, catering and conferences
- Prepare cash payments summaries, banking reports, invoices, statements and undertake audits
- Assist in calculating and maintaining wage, salary and staffing records
- Assist in coaching, guidance and development of staff and all staffing enquiries
- Monitor, plan, coordinate and review care delivery for Veterans Home Care Clients
- Monitor, manage and distribute enquiries via the My Aged Care portal
- Adhere to all company policies and procedures
- Proficiency in Microsoft Office Suite, Procura, Peoplepoint, Proceda, Outlook and Internet
- Fleet Management and maintenance scheduling
Education
Certificate IV - Disability - statement of attainments
TAFE
QLD03-2023
Diploma in Nursing - Stage 1 -
TAFE, Greenslopes Private Hospital
09.2021
Diploma - Diploma of Business - statement of attainments
Australian Adult Learning Institute
QLD01-2018
Diploma of Community Services Coordination -
Career Keys
Brisbane04.2016
Certificate III - Aged Care
Bridgeworks Employment and Training
Ipswich12.2011
Certificate III - Business Administration
Skills @ Top
Ipswich09.2010
Skills
- Computer Skills
- Microsoft Office suites and various in house systems
- Data Entry
- Administrative Duties
- Scheduling
- Coordination
- Care Plans
- Critical thinking and problem solving
- Ability to Multitask
- Communication Skills
- Leadership Skills
- Ability to Work in a Team
- Effective Time Management
- Aged, Disabilities & Healthcare
- Call Centre
- Data analysis
- Managing Accounts and Payment Plans
- Complaint resolutions
References
- Chris Beckett / Rhys Owens, Queensland Health, 07 3810 1345
- Nicola Marshall, Ozcare, 07 3432 6099
- Cindy Daniels, Blue Care, 07 5427 8800
Personal Information
- Nationality: Australian
- Driving License: Open C Class
Timeline
Ergon Energy Specialist
Energy Queensland Limited
11.2023 - Current
Lifestyle Coordinator
Bolton Clarke
08.2022 - Current
Residential Care Officer
Accommodation Support and Respite Services
02.2022 - 05.2023
Operational Support Officer and Assistant In Nursing
Queensland Health
11.2020 - Current
Lifestyle Coordinator
Blue Care
01.2017 - 10.2020
Volunteer Coordinator
Blue Care
01.2017 - 10.2020
Administration Officer
Blue Care
07.2016 - 01.2017
Administration Support Officer
Ozcare
01.2013 - 06.2016
Certificate IV - Disability - statement of attainments
TAFE
Diploma in Nursing - Stage 1 -
TAFE, Greenslopes Private Hospital
Diploma - Diploma of Business - statement of attainments
Australian Adult Learning Institute
Diploma of Community Services Coordination -
Career Keys
Certificate III - Aged Care
Bridgeworks Employment and Training
Certificate III - Business Administration
Skills @ Top
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