DESIREE CAME
Cardwell,QLD
Summary
My working career 25+ years has provided myself with an extensive high level of customer service, administration skillset and leadership roles through paid and volunteer roles.
I am reliable, adaptable and highly proficient at managing multiple priorities.
Organised Team Leader, building positive rapport, inspiring trust, and guiding teams towards achieving organizational goals with dedication and enthusiasm.
Multi-tasking Team Leader well-known for creating positive workplace culture and high-performing teams, along with advocating for a strong focus on team collaboration and overall wellbeing.
I am committed to contributing to the teams successes and developing there professional skills through continuous learning and growth.
My proactive approach in delivering effective solutions showcases strong commitment to quality and success as a hardworking team player ready to tackle any operational demand.
Overview
4
4
years of professional experience
Work History
Practice Lead APS 5
National Disability Insurance Agency
08.2024 - Current
- Established clear performance metrics to monitor progress toward practice objectives and evaluate overall success regularly, producing and providing explanatory data to coincide with monthly KPI not met data reporting.
- Facilitate knowledge sharing within the team by organising regular facilitated training sessions (held monthly), creating internal resources (when and where identified), and promoting a collaborative learning environment.
- Streamline administrative processes to minimise errors, ensuring the Knowledge Hub is maintained being the team's source of processes.
- Mentor new & existing team members, providing guidance on all internal processes when required.
- Developed internal processes assisting in team members workflow tasks.
- Collaborate with Team leader to maintain daily operations amongst team.
Team Leader APS 5
National Disability Insurance Agency
02.2023 - 08.2024
- Cultivated positive relationships, introducing strong wellbeing initiatives within the team, e.g. fortnightly team led tools down meetings.
- Stakeholder engagement both internal and external.
- Enhanced team productivity by implementing efficient work processes.
- Evaluate team member performance against established objectives during regular reviews, providing praise for achievements as well as discussing any identifiable areas that may require further development.
- Team Management - Onboarding and Offboarding of team members.
- Mentored new team members, helping them develop in their role, their leadership potential and advance in their careers.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Maintenance of reporting requirements meeting 4-day KPI (key performance indicators) in our ministerial requirements.
- Implementation, updating & distribution of processes when required.
- Empowered team members by delegating work tasks according to individual strengths and areas of expertise.
- Create and update internal and external guidance with a participant focus, including the Knowledge Hub.
Participant Support Officer APS 4
National Disability Insurance Agency
10.2022 - 02.2023
- Entry Process - Processing of Participant Hospital admissions whilst maintaining the ministerial requirement of a 4-day participant contact using PACE and CRM, excelling in creating 10+ per day.
- Communication with Participants, NDIA teams and other stakeholders daily.
- Exit Process – Closure of Hospital Interface Branch requirements for participants who are no longer in hospital.
- Rapid Administration – Uploading of documents to Participant files.
- Participant Escalations when required
- Implementing Wellbeing Initiatives within the team - fortnightly meetings.
- Managing of team enquiries and allocation of workload to team members in team leader absence.
- Created, prepared, and delivered reports to leadership to provide data on relevant PSG's
- Provided remote training sessions to our new and existing team members using screen sharing tools, ensuring efficient issue resolution in process understanding.
Participant Support Officer APS 3
National Disability Insurance Agency
10.2021 - 10.2022
- Front of House Administration tasks Managed high call volumes while maintaining exceptional quality of service and professionalism at all times, Ezample, managed approximately 20-30 incoming calls, visitors to Front of House, emails per day.
- Fire Warden responsibilities including attending regular trainings.
- Monthly count and review of PPE stock levels, ordering of replenishment PPE stock (post Covid) amongst meeting rooms.
- Cab Charge Allocation & Reconciliation preparation.
- Mail Register & Receipt allocation - reporting to leadership each month
- Monitor and Maintain Fleet Vehicles.
- Liaise with Internal and External stakeholders; Hospital team, CSN Branch OPG, QLD Corrections and QLD Child Safety.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
- Processing of Regional Participant bookings – Scheduled reviews, Unscheduled reviews & First plans using allocated software (CRM, MS Teams, Panda etc).
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Improved customer satisfaction by addressing and resolving participant enquires front of house promptly and professionally.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Improved information collection and recordkeeping accuracy by creating, updating and managing customer communications.
Education
Certificate 3 - Clerical Administration Traineeship
Chamber of Commerce
Traineeship McDowall Affleck Consulting Engineers01.1999
Completed Year 12 -
Nagle Catholic College
Geraldton, WA01.1996
Skills
- Excellent communication skills
- Organizational development
- Leadership skills
- Punctual
- Strong Organisational capability
- High Level Customer Service
- Compassionate & Trustworthy
- Able to work Autonomously and within a team environment
- High administrative skillset
- Teamwork and collaboration
- Time management
- Multitasking Abilities
- Adaptability and flexibility
Strengths and Capabilities
- Self Motivated.
- Active Listener.
- Flexibility in role requirements whilst holding a strong work ethic and professionalism.
- Dedicated and attentive to customer needs.
- Versatile - Ability to be flexible, accept change and have the willing to learn.
- Reliable, trustworthy, honest and efficient.
- Interpersonal skills and the ability to work within a team or autonomously, collaborating well with all.
- Well organised and capable of multi tasking to allow a more efficient workflow.
- Leadership and People management inc holding difficult conversations and conflict resolution.
Timeline
Practice Lead APS 5
National Disability Insurance Agency
08.2024 - Current
Team Leader APS 5
National Disability Insurance Agency
02.2023 - 08.2024
Participant Support Officer APS 4
National Disability Insurance Agency
10.2022 - 02.2023
Participant Support Officer APS 3
National Disability Insurance Agency
10.2021 - 10.2022
Certificate 3 - Clerical Administration Traineeship
Chamber of Commerce
Completed Year 12 -
Nagle Catholic College
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