Jessie Graham
Goonellabah
Summary
Dynamic and driven professional committed to excellence, with outstanding communication skills and a passion for new challenges. With over 15 years of experience in customer service, leadership, HR, and entrepreneurship, I seek to make a meaningful impact in the Human Services sector while embracing the vibrant community spirit of the Northern Rivers region.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Project Officer - Aged Care Volunteers
Northern Rivers Community Gateway
01.2024 - Current
- Built strong relationships with clients to deliver emotional support and companionship to vulnerable older people under the Aged Care Volunteer Visitors Scheme (ACVVS).
- Attended interagency meetings and local Aged Care forums, Community of Practise networking groups, and regular meetings with state and federal government.
- Ensured compliance with regulatory requirements through diligent adherence to established policies and procedures.
- Maintained a high level of empathy and professionalism when dealing with sensitive information or difficult situations involving clients and their circumstances.
- Recruited and trained new volunteers on Aged Care Volunteer Scheme goals and objectives.
- Established strong relationships with local organisations, fostering collaboration and expanding opportunities for client referrals and volunteers.
- Provided ongoing support to volunteers throughout their tenure, addressing any concerns or issues promptly to ensure satisfaction and commitment to the organisation''s goals.
- Maintained regular communication with volunteers through emails, social media updates, and personal check-ins, keeping them engaged and informed about upcoming events and opportunities.
- Managed and tracked volunteer hours and progress to support accurate documentation and KPI reporting requirement's.
- Developed comprehensive training materials to ensure volunteers were well-prepared for their roles.
- Served as a liaison between volunteers and recipients, ensuring open lines of communication and promoting a transparent environment where concerns could be addressed promptly.
Human Resources Officer
Northern Rivers Community Gateway
06.2021 - 12.2023
- Provided timely workplace relations advice to management team in relation to:
- Recruitment & selection
- Employee remuneration and Awards
- Learning and development
- Performance management and reviews
- Grievances and dispute resolution
- Change management - System implementation and staff training (Martian Logic)
- Streamlined recruitment processes for improved efficiency in hiring top talent.
- Assisted in regular review, development and implementation of organisational directives, work instructions, and HR related systems and documentation with an aim to maintain compliance.
- Conducted phone screening, coordinate interviews and prepare employment contracts and other HR documentation.
- Coordinated onboarding processes for new hires, integrating them seamlessly into the workplace environment.
- Enhanced employee satisfaction by implementing effective HR policies and procedures.
- Maintained accurate personnel records, ensuring privacy standards were met in accordance with relevant regulations.
Recruitment Officer
SISTABILITY
04.2021 - 06.2021
- Conducted thorough pre-employment screenings, including reference checks, background verifications, and skills assessments, ensuring compliance with all legal regulations and company policies.
- Coordinate on-boarding and training of new recruits; oversee new-starter system access as well as online and face to face training
- Ensure a high standard of candidate care is maintained during the sourcing and onboarding of candidates
- Conduct innovative sourcing strategies by leveraging new platforms and social media to tap into passive talent pools and leveraging Employer Branding
- Develop and promote talent acquisition initiatives that improve the quality and efficiency of recruitment processes
Office Administration Assistant
Byron Bay Mobile Mechanics
01.2017 - 01.2018
- After the birth of my child I spent 12 months assisting my partner with the start-up and operation of his small business, Byron Bay Mobile Mechanics
- I managed the administration, as well as financial management and bookkeeping (Xero), PR, marketing and advertising and HR functions
HR Administration Officer
JHA Recruitment
12.2015 - 02.2016
- Administration support to People Services Coordinator and Recruitment Officer
- Maintain and update HR intranet site and SCOUT recruitment site
- Drafting correspondence - letters, emails, contracts of employment, position descriptions
- Create and update forms, keep accurate records, assist with recruitment activities and tasks, project work, administration support for employee relations/industrial matters
- Answer phones and field calls from internal and external customers regarding all employment matters
Team Leader Operations
JHA Recruitment
04.2015 - 12.2015
- Team leadership and staff management: direct supervision of three duty managers and up to 50 staff across two venues
- Managing the day-to-day operations of two sports centres
- Creating the monthly rostering for all departments across both Centre's and responsible for managing and modifying rosters based on daily operational requirements such as absences
- Strategically planning and organising the human resources of both centre's through hiring, training and development
- Performance management and coaching; ensuring WH&S compliance and ensuring the safety of staff and patrons at all times
- Developing and leading a 'team culture' delivering exceptional customer satisfaction levels
- Links Modular Solutions administration including: system set-up, system maintenance, troubleshooting, database management, processing fortnightly direct debit payments and staff training
- Ensuring customer complaints/problems are addressed in a timely manner
Disability Employment Consultant
APM Employment Services
12.2014 - 04.2015
- Managed a caseloads of clients with disabilities to gain employment.
- Developed customized job search strategies for clients, resulting in increased interview rates and job offers.
- Proofread and edited clients' resumes to improve interview chances.
- Offered ongoing support to clients throughout their job search journey, addressing concerns and challenges as they arose.
- Enhanced candidates' potential to find employment by teaching job search skills and holding mock interviews.
- Maintained accurate documentation of all services provided to clients while adhering to strict confidentiality guidelines set forth by regulatory agencies.
- Called on potential employers to explain benefits of employing participants and possible training opportunities.
- Advocated for disability-friendly policies and practices within partnered organizations to promote inclusivity and long-term success for clients.
- Collaborated with local employers to create employment opportunities for disabled clients, fostering strong relationships within the community.
Resourcing Consultant
SKILLED GROUP
12.2013 - 10.2014
- Respond to all general employment inquiries (inbound calls), shortlist suitable applicants, conduct phone interviews, reference checks (outbound calls), book staff inductions, ensure KPI targets are met
- Administration and data entry, update internal database/system (Axiom/NGA), place and manage job advertisements, provide assistance to candidates, develop positive business relationships with colleagues throughout SKILLED, and maintain an up-to-date understanding of recruitment requirements
Customer Service Manager
Quiksilver
01.2010 - 12.2013
- Management of the customer service team, monitoring and managing KPI's; recruitment, selection and training of new employees
- Performance management and staff appraisals, sales and customer service training, create rosters, payroll entry, approve leave applications
- Project management; reporting, monthly sales promotions, creating flyers and visual merchandising displays
- Managing all inbound calls, emails and live chat; resolving escalated customer complaints promptly and professionally
- Data entry and admin support to sales reps, process improvement, building positive internal and external relationships, resolving logistical issues and tracking parcels, authorising and overseeing returns, leading and participating in team meetings and identifying opportunities to enhance team culture
Guest Services Manager
NZSki
05.2013 - 10.2013
- Recruitment of all seasonal staff (assessment centre and one-on-one interviews), staff inductions and training, customer service and sales
- Creating rosters and monitor labour costs within budget, manage all incoming calls and email inquiries
- Mentor and assess staff completing internal qualifications (verifying answers/evidence, signing off and sending work to NZ Qualifications Authority), performance management and reviews, conflict resolution
- Lead and participate in team meetings, payroll entry (Jadestar) and the use of Intouch (reservations and sales program), cash handling and managing internal security systems
Duty Manager
Riverlife Adventure Centre
01.2006 - 12.2008
- First point of contact for inquiries, booking adventure activities via phone and email, shift supervision
- Creating quotes and invoices for bookings, running and facilitating group bookings, assist with the running of functions and events
- High level customer service, provide safety advice and first aid, instruct adventure activities (kayaking and city bike tours), run school holiday program activities for children
- Marketing of business through social media, cash handling, banking, administration support to CEO
Front Desk Assistant & Travel Advisor
Bunk Resort
01.2005 - 12.2006
- Customer service, reception duties, process arrivals and departures, handle reservations by phone and email
- Liaise with tour companies, organise guest bookings and travel itineraries, provide local information, cash handling, balance tills, banking, night audit
- Interaction and communication with clientele from diverse backgrounds and cultures
Reservations & Front Office
Gilligan's Resort
01.2003 - 12.2005
- Customer service, process arrivals and departures, phone reservations and inquiries, cash handling
- Balance tills and complete daily banking, daily reporting, use of 'Guest Centrix' reservations program
- Provide up to date information to guests on local tours and activities, ensure all rooms and common areas are cleaned and presentable
Education
Certificate IV - Small Business
Byron Community College
Byron Bay, NSW01.2017
Diploma - Community Services
RMIT University
Melbourne, VIC01.2014
Active Assessor Qualification - Workplace Training And Assessment
Skills Active New Zealand
New Zealand01.2013
Diploma of Business - Business
Victoria University
Melbourne, VIC01.2012
Certificate IV - Frontline Management
Integrated Training Solutions
Melbourne, VIC01.2011
Completed Year 12 (VCE) -
Swinburne Senior Secondary College
Melbourne, Victoria01.2001
Teacher of Swimming and Water Safety - Swimming
AUSTSWIM
Melbourne, VIC01.2014
Teacher of Infant and Preschool Aquatics -
AUSTSWIM
01.2018
Tourism Level III -
Skills Active New Zealand
01.2013
Skills
- Customer Service
- Human Resources
- Volunteer Management
- Stakeholder Relations
- Relationship Building
- Project Management
Certification
- NSW Working with Children Check, exp Nov 2025
- First Aid Certificate exp Nov 2026
- Mental Health First Aid exp Dec 2026
References
Available upon request
Hobbies and Interests
- Travel
- Health & Fitness
- Food & Cooking
- Arts & Craft
- Snowboarding
- Watersports
- Camping
- Nature
- Music
Timeline
Project Officer - Aged Care Volunteers
Northern Rivers Community Gateway
01.2024 - Current
Human Resources Officer
Northern Rivers Community Gateway
06.2021 - 12.2023
Recruitment Officer
SISTABILITY
04.2021 - 06.2021
Office Administration Assistant
Byron Bay Mobile Mechanics
01.2017 - 01.2018
HR Administration Officer
JHA Recruitment
12.2015 - 02.2016
Team Leader Operations
JHA Recruitment
04.2015 - 12.2015
Disability Employment Consultant
APM Employment Services
12.2014 - 04.2015
Resourcing Consultant
SKILLED GROUP
12.2013 - 10.2014
Guest Services Manager
NZSki
05.2013 - 10.2013
Customer Service Manager
Quiksilver
01.2010 - 12.2013
Duty Manager
Riverlife Adventure Centre
01.2006 - 12.2008
Front Desk Assistant & Travel Advisor
Bunk Resort
01.2005 - 12.2006
Reservations & Front Office
Gilligan's Resort
01.2003 - 12.2005
Completed Year 12 (VCE) -
Swinburne Senior Secondary College
Tourism Level III -
Skills Active New Zealand
- NSW Working with Children Check, exp Nov 2025
- First Aid Certificate exp Nov 2026
- Mental Health First Aid exp Dec 2026
Certificate IV - Small Business
Byron Community College
Diploma - Community Services
RMIT University
Active Assessor Qualification - Workplace Training And Assessment
Skills Active New Zealand
Diploma of Business - Business
Victoria University
Certificate IV - Frontline Management
Integrated Training Solutions
Teacher of Swimming and Water Safety - Swimming
AUSTSWIM
Teacher of Infant and Preschool Aquatics -
AUSTSWIM
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