Karena Phillips
Kuranda,QLD
Summary
I bring with me 15 years experience in the aged and disability sector,
I have continued to build on my knowledge and skillset.
I have managed successful, motivated teams ensuring
high quality service delivery.
Most recently, leading a hard working, dedicated team to assist NDIS participants into accessible housing.
Overview
7
7
years of professional experience
Work History
General Manager
Specialist Disability Accommodation
09.2024 - Current
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
Area Manager
CPL - Choice, Passion, Life
06.2020 - 09.2024
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Mentored junior staff members, providing guidance on best practices and professional development opportunities.
- Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.
- Ensured compliance with all relevant regulations, maintaining detailed records and documentation as required.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Optimized staffing levels by closely monitoring workload demands and adjusting schedules accordingly.
- Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Service Manager
CPL - Choice, Passion, Life
02.2018 - 06.2020
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
Education
Cashmere High
Christchurch, New Zealand Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Customer relations
- Verbal and written communication
- Motivation
Timeline
General Manager
Specialist Disability Accommodation
09.2024 - Current
Area Manager
CPL - Choice, Passion, Life
06.2020 - 09.2024
Service Manager
CPL - Choice, Passion, Life
02.2018 - 06.2020
Cashmere High
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