Summary
Overview
Work History
Education
Skills
References
Affiliations
Timeline
Generic

Jayde McCullagh

Adelaide,SA

Summary

Resource Coordinator Team Leader at Silverchain RDNS with expertise in optimizing resource allocation and improving operational efficiency. Demonstrated success in conflict resolution and stakeholder engagement, implementing continuous improvement strategies. Proficient in database management and team leadership, promoting a culture of professional development and high performance.

Overview

23
23
years of professional experience

Work History

Resource Coordinator Team Leader

Silverchain RDNS
Richmond Adelaide, South Australia
09.2024 - Current
  • Resolved conflicts among team members regarding resource allocation and workloads.
  • Recommended operational efficiency solutions by optimizing existing resources.
  • Maintained a comprehensive resource information database to support decision-making.
  • Conducted stakeholder reviews to assess and address resource needs regularly.
  • Guided teams in selecting appropriate tools and technologies for efficient task completion.
  • Advised senior leadership on strategies for managing personnel changes effectively.
  • Monitored resource performance, identifying areas for improvement consistently.
  • Coordinated recruitment processes, including interviewing and onboarding new resources.

Allocations Manager

Altaira
10.2021 - Current
  • Management of daily operations, rostering filling shifts, and ongoing development and training for office staff.
  • Successful communication of changing regulatory legislative requirements in real time during the covid 19 crisis was a key part of managing our team while meeting the needs of relevant stakeholders.
  • Building new processes following analysis and research to address the changing environment, and problems arising as the pandemic evolved.
  • This required analysis and research of existing processes with a working group to address the regulatory changes and day to day requirements of managing staff within in the aged care sector.
  • Ensuring the needs of our clients, residents, and the community were met.
  • Identifying learning opportunities, and empowering staff by training in new processes developing skill set, setting out clear instructions, guidelines, and goals, providing ongoing support to set up for success.
  • Allocations – aged care
  • Site and staff escalation
  • Staff management
  • Staff allocation
  • Purchase orders
  • System entry
  • Report management
  • Staff leave (allocation staff and nursing staff)
  • Allocation staff rosters
  • Allocation staff training and supervision
  • Incident management
  • Communication and Engagement
  • Side by side coaching, one on one tailored support
  • Training management
  • Travel and accommodation arrangements for staff working rural
  • Adherence to government guidelines around infection control
  • On call assistance to out of hours

Customer Service Specialist

MyBudget
01.2020 - 02.2021
  • Providing support, guidance, and reassurance to all clients with a professional impartial opinion, demonstrating integrity always.
  • Adjust and work with customers individual budgets to cater for changing needs and to help succeed in their financial goals.
  • Front line customer service
  • Customer enquiries, written, verbal and electronic
  • Complaint handling and resolution
  • Complex budget management
  • Bespoke system management and adaptation
  • Managing and adhering to competitive KPI’s
  • Providing informed recommendations to clients

Ombudsman Specialist Consultant

Origin
06.2017 - 11.2019
  • Investigate and research complaints that have escalated to Ombudsman departments across Australia.
  • Work within legislated guidelines to research and determine root cause analysis.
  • Gather information from variety of sources such as distributors, customers and representatives’ viewpoints to identify gaps in knowledge and procedures, drawing to accurate conclusions based on evidence.
  • Identifying gaps and implementing solutions to prevent further issues down the track, and confidently communicating these changes to colleagues, team leaders, and customer service representatives.
  • Complaint management/resolution
  • Customer correspondence, written, verbal and electronic
  • Customer service over the phone and in person
  • Building new policies and procedures to create a better customer journey
  • Problem solving (thinking outside the square)
  • Record keeping
  • Investigation and analysis
  • Report writing
  • Adherence to strict guidelines and policies with ombudsman and government bodies
  • Process development and improvement
  • Coaching and feedback to all organizational units
  • Quality analysis
  • Case conferences
  • Tribunal hearings
  • Negotiation skills
  • Meeting and achieving deadlines
  • Internal and external coordination of investigation
  • External management of services.
  • Information and outcome reports

Allocations Consultant

03.2014 - 06.2017
  • Front line customer service
  • Medical, Aged and community care environment
  • Working under pressure
  • Database management (Venus)
  • Coordinate and deliver staff training
  • Inbound\outbound call handling
  • Management of shift bookings
  • Coordinate staff availability
  • Coordinate staff rosters
  • General office duties including ordering
  • Administration assistance
  • Advanced Microsoft office use
  • High speed data entry

Floor Supervisor

Hogs Breath Café
12.2011 - 03.2014
  • Staff leadership and point of escalation
  • Food service standards
  • Working as part of a team in busy environment
  • Customer service leader
  • Complaints and resolution manager
  • Cash handling and stock control
  • General bar work including cocktails
  • Delivering staff training
  • General administration work

Customer Service Consultant

Optus
07.2008 - 12.2011
  • Highly demanding and busy call handling
  • High levels of customer service focus
  • Working with key performance indicators
  • Troubleshooting and Problem resolution
  • Conflict management
  • Database and system use
  • Microsoft office proficiency
  • Working as a part of a team

Hospitality Attendant

Great Southern Railways
04.2006 - 06.2008
  • Silver service delivery
  • Face to face customer service
  • Customer queries and complaint handling
  • Extensive food and bar experience
  • Cash handling /Stock Control
  • Working in difficult and remote situations
  • General housekeeping duties
  • Strict WHS adherence

Console Operator

BP On the Run
03.2002 - 04.2006
  • Face to face customer service
  • Cash handling
  • Shift work
  • Stock handling
  • Shift work

Education

Office Staff Onboarding - WHS, Safety, Bullying and Harassment, Privacy, SIRS, Aged Care Standards and Code of Conduct

Altaira
01.2024

Privacy Basics - An introduction to Australian Privacy Principals

Altaira
01.2023

Australian Consumer Law Training -

Origin Energy
01.2019

Code of Conduct -

Origin Energy
01.2019

Provide responsible service of alcohol - SITHFAB009A

Tafe SA
01.2011

SACE stage II -

Charles Campbell Secondary School
01.2002

Skills

  • Resource allocation
  • Operational efficiency
  • Database management
  • Stakeholder engagement
  • Recruitment coordination
  • Staff training and development
  • Conflict resolution
  • Performance monitoring
  • Process improvement
  • Customer service and relations
  • Team leadership
  • Communication skills
  • Problem solving and analysis
  • Analytical thinking
  • Time management
  • Reliability and retention management
  • Organizational skills
  • Interviewing techniques (in-person and telephone)
  • Complaint resolution
  • Continuous improvement strategies
  • Personnel engagement and management
  • Employment record maintenance
  • Professional development and training coordination
  • Documentation and recordkeeping practices
  • Policy implementation and change management
  • Staffing agency collaboration
  • Self-motivation and initiative
  • Active listening skills
  • Leadership development strategies

References

  • Tarhsa Gilligan, 0468 946 255, Optus
  • Melanie Markham, 0412 425 133, Origin

Affiliations

  • Classical Guitarist
  • Car Enthusiast

Timeline

Resource Coordinator Team Leader

Silverchain RDNS
09.2024 - Current

Allocations Manager

Altaira
10.2021 - Current

Customer Service Specialist

MyBudget
01.2020 - 02.2021

Ombudsman Specialist Consultant

Origin
06.2017 - 11.2019

Allocations Consultant

03.2014 - 06.2017

Floor Supervisor

Hogs Breath Café
12.2011 - 03.2014

Customer Service Consultant

Optus
07.2008 - 12.2011

Hospitality Attendant

Great Southern Railways
04.2006 - 06.2008

Console Operator

BP On the Run
03.2002 - 04.2006

Office Staff Onboarding - WHS, Safety, Bullying and Harassment, Privacy, SIRS, Aged Care Standards and Code of Conduct

Altaira

Privacy Basics - An introduction to Australian Privacy Principals

Altaira

Australian Consumer Law Training -

Origin Energy

Code of Conduct -

Origin Energy

Provide responsible service of alcohol - SITHFAB009A

Tafe SA

SACE stage II -

Charles Campbell Secondary School

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