Jess Natoli
Highton
Summary
A compassionate Lived Experience Peer Worker with a strong dedication to helping individuals in need of Mental Health, AOD & Neurodivergent support. Passionate about providing people centred care and evidence-based interventions. Continuously developing a deep understanding of Mental Health and behaviours with the ability to utilise knowledge through lived experience to assist individuals in managing Mental Health challenges.
Overview
8
8
years of professional experience
Work History
PEER CADET
WELLWAYS
09.2023 - Current
- Providing 1:1 Peer support to carers
- Support delivery of formal structured peer support forums and in person peer support programs tailored to targeted Carer groups
- Facilitate Carer learning from their peers through sharing lived experiences, in accordance with training and Intentional Peer Support Service Design and Guidelines
- Facilitate positive experiences for Carers during their involvement with the service
- Supporting, networking & attending community engagement activities
- Organise & facilitate groups for carers to attend in the community including children
- Create & disperse monthly newsletters for carers & local services on activities, groups & service updates
- Provide support to carers to maintain and strengthen their health & wellbeing and their ability to sustain their caring role
- Provide Carers with information on internal & external programs/services to facilitate appropriate referral pathways for Carers and their families
- Ensure appropriate documentation is maintained in Carelink as required while maintaining strict confidentiality
- Maintain safe work practices with a safe and healthy environment
- Actively participating in team meetings, mentoring, community of practice and supervision
- Work with the team to ensure that quality systems and standards are incorporated to support continuous improvement
- Support lived experience leadership and advocacy
- Maintain relationships with local service providers and community organisations
- Represent the Mental Health & Wellbeing Connect Centre in a variety of settings
- Demonstrate knowledge and experience of individual caring role and the impact on Carers health and wellbeing
- Provide responsive individualised support to individuals, which may include families, young people and children with caring roles
- Commitment to family centred practice
- Understand & demonstrated commitment to social inclusion and diversity
CUSTOMER RELATIONS MANAGER – VIC
REX GORELL
07.2023 - 09.2023
- Reporting to owners with feedback
- Liaising with internal stakeholders to ensure customer satisfaction
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution & outcomes
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business
- Managed customer relations on ongoing basis to maximise customer retention
- Created customer support strategies to increase customer retention
- Implemented effective communication strategies for better understanding of customer needs & expectations
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences
- Streamlined internal processes to improve overall efficiency in handling customer inquiries and complaints
OPERATIONS MANAGER – VIC & NZ
CONNOR CLOTHING
09.2019 - 05.2023
- Responsible for 3 area managers + 6 Large format DFO stores
- Develop and implement effective sales strategies
- Launch initiatives to raise standards of retail
- Lead state-wide and international managers & sales teams to achieve targets and KPI’s
- Establish and maintain professional relationships with internal and external stakeholders
- Prepare and disperse monthly and quarterly budgets
- Manage HR components, Recruitment, training, performance management, succession planning and performance reviews
- Liaise and collaborate closely with marketing and product development departments
- Manage and lead new product launches: Train sales team in all sales techniques to ensure effective sell through rates
- Financial responsibility including sales, wages, P&L budgeting
- Rollout of new stores and liaising with property management
- Training and development of store managers and teams
- Developing new policies, trialing & implementing
- Provide feedback to business stakeholders regarding product, VM, team
- Implementing new product ranges and VM set ups in stores.
REGIONAL BUSINESS MANAGER - VIC
JEANSWEST
11.2018 - 09.2019
- Responsible for 17 store locations, 2 online stores and customer care – largest region in the business
- Develop business plans for the Region with store specific action plans in accordance with company policy
- Complete Store Performance Reviews on a quarterly basis to develop action plans for poor performing stores, and implement the action plans
- Monitor and provide feedback to Store Managers and teams to ensure their teams are maximising sales
- Identifying issues impacting sales and implementing corrective strategic plans to improve results
- Manage store wages and cost centers to ensure teams remain within budgets
- Actively monitor Region budgets/costs and identify/implement strategies to meet targets
- Maintain all Region financial records, store and State administration and any other records accurately along with store P&L’s
- Monitor and proactively manage store controllable expenses (e.g., lights, phones etc.) emphasing on minimising costs.
- Manage repairs and maintenance work in store within budgetary guidelines
- Manage and monitor stock movement throughout the Region to appropriately manage sell through
- Implement and support business initiatives, strategies and changes as directed by the company
- Clearly communicate business goals and direction to the Region team
- Build a cohesive team environment, encouraging networking and co-operation with other Regions, stores, and National Support Centre.
- Manage the performance of teams to encourage continuous improvement, including undertaking performance reviews
SENIOR REGIONAL MANAGER - VIC, WA, SA
EARLY SETTLER
09.2017 - 11.2018
- Responsible for 13 store locations which represents 30% of the Australian business over 3 states (VIC, WA & SA)
- Region turnover in recent financial year exceeding $35 million, highest turnover region in the business
- Achieve/Exceed regional targets, identify issues impacting sales and rectify
- Develop and maintain internal/external relationships to ensure we have a ‘customer first’ mindset
- Commercial shop of local marketplace activity and advertising and communicate effectively with team to ensure appropriate action
- Effectively communicate high/low performance results to area, store managers and board of directors
- Drive performance through specific positive/constructive feedback
- Ensure constant review and implementation of ideas to increase customer experience level
- Effectively conduct monthly 1on1’s and bi-annual appraisals whilst setting very clear personal goals
- Clearly communicate business goals, budgets, and expectations
- Manage, coach, and develop team to attract, motivate, develop, and retain high performers
- Identify key talent and succession plan accordingly
- Actively monitor regions budgets/costs and identify/implement strategies to meet & exceed targets
- Full accountability for stores PL and financial analytics
- Actively drive store by store controllable expense management in-line with set targets
- Ensure region VM aligns with company policy and direction, with a customer first approach
- Ensure clear / timely communication of financial performance to direct reports and key stakeholders
- Execute and adhere to company policy and procedure
- Achieve regions compliance through store audit result improvement
- Ensure OH&S compliant.
NATIONAL RETAIL OPERATIONS MANAGER - AUS
TONY BIANCO
12.2015 - 09.2017
- Meeting & exceeding company sales targets and profitability targets Portfolio of 35 stores, stand- alone & concessions
- Direct reports of 3 area managers, HR manager, VM manager and marketing manager
- Full management of P&L's for stores nationally
- Development of trading and service culture within the retail teams
- Motivating and inspiring the retail teams to meet or exceed commercial goals and KPI's
- Supporting the company Directors with company directives
- Coach and develop store managers and Area Managers to ensure high quality management performance
- Ensuring all shopping experiences are continuously maximised for profitability and commerciality
- Manage and control inventory levels, shrinkage, and stock accuracy across the stores as per targets set
- Implementing commercial opportunities at head office level by analysing retail KPI's and local retail trends and needs
- Implement retail marketing, visual merchandising, training, and other store related activities
- Closely with VM and Marketing to ensure optimal service to the stores and customers
- Holding performance reviews
- End to End recruiting and logistics for teams, performance management and improvement systems
- Compliance to regulatory concerns and reporting
- Team inductions, development, and ongoing training
- Policy development
- Extensive employee communication
- Safety, welfare, wellness, and health of employee
Education
DIPLOMA - COUNSELLING
HEALTH COURSES AUSTRALIA
ONLINE 06.2025
CERT IV - MENTAL HEALTH & PEER WORK
WODONGA TAFE
ONLINE 09.2024
Skills
- Teamwork & Collaboration
- Training & Development
- Relationship Building
- Operations & Management
- Strategic Planning
- Policy Development & Enforcement
- Leadership & Capacity Building
References
Employment and personal references will be provided upon request.
Timeline
PEER CADET
WELLWAYS
09.2023 - Current
CUSTOMER RELATIONS MANAGER – VIC
REX GORELL
07.2023 - 09.2023
OPERATIONS MANAGER – VIC & NZ
CONNOR CLOTHING
09.2019 - 05.2023
REGIONAL BUSINESS MANAGER - VIC
JEANSWEST
11.2018 - 09.2019
SENIOR REGIONAL MANAGER - VIC, WA, SA
EARLY SETTLER
09.2017 - 11.2018
NATIONAL RETAIL OPERATIONS MANAGER - AUS
TONY BIANCO
12.2015 - 09.2017
DIPLOMA - COUNSELLING
HEALTH COURSES AUSTRALIA
CERT IV - MENTAL HEALTH & PEER WORK
WODONGA TAFE
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