Hollie Sayer
Howrah
Summary
Demonstrated ability to lead staff, manage competing priorities, and oversee service delivery within regulated environments. Strong skills in case oversight, stakeholder liaison, compliance, and quality assurance. Recognised for sound judgement, effective communication, and the ability to maintain professionalism when working with vulnerable individuals and complex matters.
Overview
12
12
years of professional experience
Work History
Team Leader - Support Worker
NDIS at Wise
Hobart
07.2024 - Current
- Lead and supervise a team of 15 staff delivering coordinated services to a caseload of 20+ participants with diverse and complex support needs.
- Provide oversight of case management practices to ensure compliance with NDIS standards, privacy requirements, and organisational policies.
- Support staff in complex participant matters, providing guidance, escalation pathways and practical problem-solving strategies.
- Conduct regular supervision sessions, performance reviews and targeted coaching to develop staff capability and maintain service quality.
- Monitor documentation, case notes and database entries to ensure accuracy, timeliness and legislative compliance.
- Analyse caseload distribution and workforce capacity to support effective resource allocation and service delivery.
- Liaise with families, external providers and community organisations to coordinate supports and resolve service delivery issues.
- Manage competing operational priorities in a high-demand environment while ensuring deadlines and service standards are met.
- Promote adherence to Workplace Health and Safety (WHS) requirements and safe work practices across the team.
- Maintain strict confidentiality when handling sensitive participant information and internal documentation.
- Provided emotional support to participants during difficult times or crisis situations.
- Provided compassionate care and support to individuals with physical disabilities, mental health issues and learning difficulties.
- Utilised effective communication strategies to build relationships with participants.
- Encouraged participants independence through goal setting and problem solving techniques.
- Recognised factors causing reaction or changes in a participants condition or behavior.
- Built respectful and trusting relationships with participants.
Assistant Restaurant Manager
Collins Foods Group
08.2014 - 07.2024
- Assisted teams in achieving various KPIs, including labor efficiency and turnover rates. Supported initiatives to reduce labor wastage and improve EBITDA performance. Collaborated with departments to monitor and report on key performance indicators.
- Ensured compliance with stringent food safety standards to maintain quality and safety.
- Oversaw employee scheduling for a workforce of 60+, aligning availabilities and work hours with established guidelines.
- Executed recruitment strategies to hire qualified employees and achieve FTR targets.
- Completing daily banking; opening and closing of tills, safe counts etc
- Providing exceptional customer service
- Communicated clearly and positively with co-workers and fellow managers
- Attended to telephone enquiries, orders, and complaints
- Trained employees accordingly and up to company standard
- Provided support and guidance to young employees personally and professionally
- Demonstrated strong leadership abilities by leading weekly meetings with staff to discuss goals, objectives and performance reviews.
- Scheduled and directed staff in daily work assignments to maximise productivity.
- Provided effective conflict resolution between customers and staff members while maintaining a professional demeanor.
- Monitored budgets and payroll records to verify authorisation of expenditures.
- Coordinated with service providers to address equipment maintenance and waste removal.
- Reviewed procedures and operational challenges to uncover service and safety improvements.
Team Leader
Aged Care Decisions
12.2022 - 12.2023
- Delivered comprehensive phone-based service and support to enhance customer experience.
- Oversaw high volumes of inbound and outbound calls, ensuring timely responses.
- Assessed client needs, clarified information, and researched issues to deliver effective solutions.
- Cultivated sustainable relationships and engaged clients through proactive efforts.
- Maintained comprehensive records of all conversations within the database.
- Directed a team of 10 individuals while consistently achieving personal targets and KPIs.
- Assessed staff effectiveness and performance metrics to enhance team productivity.
- Led core training initiatives for new team members and ensured continuous support.
- Facilitated team collaboration to exceed expectations and deliver optimal outcomes for key stakeholders.
- Executed comprehensive call and case management quality assurance processes.
- Facilitated ongoing one-on-one development and training sessions for team members.
- Leveraged diverse software applications to enhance operational efficiency.
- Inspired team members to attain peak performance through strategic communication and relationship-building skills.
- Facilitated team guidance on best practices to enhance task efficiency and accuracy.
- Defined and assigned clear roles and responsibilities to team members, leveraging individual strengths and addressing weaknesses.
- Exhibited strong problem-solving and decision-making capabilities to effectively resolve conflicts among team members.
- Defined team goals, objectives, and strategies to ensure successful project completion.
- Articulated work goals and deadlines to employees, fostering accountability and enhancing productivity.
- Facilitated recruitment and onboarding processes for new team members.
- Orchestrated regular team meetings to evaluate progress towards objectives and pinpoint improvement opportunities.
Education
High School Diploma -
Bayview Secondary College
2016
Skills
- Honest, reliable, and punctual with a strong sense of responsibility
- Positive role model who promotes professional behaviour and high standards of care
- Experienced in leading and supporting a team to deliver person-centred care
- Excellent multitasking skills in fast-paced or high-pressure environments
- Adaptable and quick to learn new systems, policies, and care procedures
- Patient and calm when managing challenging behaviours or crisis situations
- Strong interpersonal and communication skills with service users, families, and professionals
- Empathetic and compassionate approach to behavioural support
- Proactive and confident in taking initiative and leading by example
- Strong team player who encourages collaboration and staff development
Timeline
Team Leader - Support Worker
NDIS at Wise
07.2024 - Current
Team Leader
Aged Care Decisions
12.2022 - 12.2023
Assistant Restaurant Manager
Collins Foods Group
08.2014 - 07.2024
High School Diploma -
Bayview Secondary College