Karina Stephens
Ray White Real Estate
Deception Bay,QLD
20
years of professional experience
I am seeking to continue my career within the administrative industry, where I can apply my broad range of skills, knowledge, and experience while continuing to grow professionally. I am a motivated, adaptable, and reliable professional with a strong work ethic and a genuine commitment to delivering exceptional customer service.
Throughout my career, I have developed extensive experience working in fast-paced environments, building strong relationships with colleagues, clients, and stakeholders, and contributing to positive business outcomes. I thrive in collaborative team settings and am equally confident working independently, always maintaining a proactive approach to problem-solving and continuous improvement.
As a forward-thinking professional, I have successfully led teams, coordinated projects, and managed competing priorities while maintaining a high level of accuracy and attention to detail. My strong organisational and communication skills enable me to effectively manage multiple tasks, meet deadlines, and support business operations efficiently.
I take pride in creating positive workplace relationships and fostering an engaged, supportive team culture. I am passionate about learning and embrace opportunities to further develop my skills through ongoing training and professional development. I am committed to continuously improving my knowledge and capabilities to add value to both my team and organisation.
With proven experience in administration, customer service, team leadership, and operational support, I am confident in my ability to make a meaningful contribution to any organisation while continuing to grow within my career.
Work History
Operations Manager
9 Months- Streamlined operational processes to enhance team productivity and reduce delays.
- Developed and implemented training programs for staff to improve service delivery.
- Coordinated property management activities to ensure compliance with company policies.
- Analyzed market trends to inform strategic decision-making for property acquisitions.
- Managed vendor relationships, negotiating contracts to optimize service quality and costs.
- Implemented performance metrics to track efficiency and drive continuous improvement initiatives.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Increased profit by streamlining operations.
- Implemented quality control systems to boost overall product consistency and reliability.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Lead Agent
1 Year 2 Months- Led team in achieving sales targets through strategic planning and client relationship management.
- Implemented innovative marketing strategies to enhance property visibility and attract potential buyers.
- Mentored junior agents, fostering professional development and improving overall team performance.
- Analyzed market trends to provide clients with data-driven insights for informed decision-making.
- Streamlined operational processes, enhancing efficiency in property listings and client communications.
- Coordinated successful open houses, increasing engagement and generating interest in listed properties.
- Developed strong negotiation tactics that resulted in favourable outcomes for clients during transactions.
- Oversaw daily operations within the team, ensuring smooth workflows and efficient task completion.
- Analyzed data trends to identify potential areas for growth or improvement within the department or organization as a whole.
- Developed successful sales strategies for increased revenue and customer satisfaction.
- Worked closely with senior management on strategic planning efforts that contributed significantly toward meeting organizational objectives.
- Assisted in the development of new products or services tailored to meet evolving market demands.
- Actively participated in industry conferences or seminars as a representative of the company, expanding our network within the sector while staying informed about emerging trends and best practices.
- Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
- Identified areas for improvement in agent performance, providing constructive feedback and coaching for success.
- Effectively managed complex client issues, working closely with all stakeholders to reach a satisfactory resolution.
- Promoted a positive work environment by fostering collaboration among team members and encouraging professional development opportunities.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Prepared and presented contracts and other legal documents to clients.
- Reviewed and executed confidential documents, contracts and disclosures.
- Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
- Developed new business and managed new and existing clients.
- Coordinated appointments to show tenants and buyers prospective homes.
- Leveraged market knowledge and analysis to provide guidance and advice on best options for clients.
- Reviewed property listings, interviewed potential clients, accompanied clients to properties and effectively communicated condition of sales.
- Studied property listings, interviewed prospective clients, accompanied clients to properties and discussed condition of sales.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Collaborated with mortgage companies to accurately determine loan and mortgage options for clients.
- Developed and implemented marketing strategies to maximize sales and attract new clients.
- Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.
- Performed home evaluations and developed competitive market analysis for individual homes.
- Generated leads for sales and rental properties through cold calls and referrals.
- Conducted weekly open houses and provided feedback to sellers on potential buyers.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
- Followed-up conditional process, coordinated contingency removal of property inspection and maintained timely closing of unconditional processes
Sales Associate
1 Year 10 Months- Developed strong client relationships through effective communication and personalized service.
- Assisted in property presentations, enhancing visual appeal and attracting potential buyers.
- Provided detailed property information, ensuring transparency and fostering trust with clients.
- Mentored new associates on best practices for customer engagement and closing techniques.
- Streamlined sales processes, improving overall efficiency and client satisfaction ratings.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Coordinated sales promotions and events to drive store traffic and increase sales volume.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Pharmacy Assistant
1 Year- Assisting customers with general queries about medications, vitamins and other pharmaceutical products
- Replenishing stock and maintaining inventory levels
- Setting up displays for catalogue promotions
- Assisting in the dispensary with scripts in/out
- Processing NDSS equipment
- Knowledge and use of POS (Point of Sale systems)
- Responding to customer enquiry through other means of correspondence
Casual
- Working and training in different departments
- Pharmacy Assistant
- Secretarial duties
- Administrative duties
- Following QLD Health policy and procedures
- Interacting with staff and clients
- Answering and forwarding phone calls to the appropriate staff member
- Maintaining patient/client confidentiality
- Message taking
- Scheduling appointments
- Administrative duties
- Inspecting workplaces of hazards
- Inputting incident report form into the computerised system
- Following up on incidents that have occurred
- Answering and forwarding phone calls to the appropriate staff member
- Maintaining client confidentiality
- Message taking
- Scheduling appointments
Trainee
1 Year- Completed my Certificate III in Business Administration
- Reception and administrative duties
- Listing properties
- Helping with customer enquires
- Helping the property manager when needed
- Keeping the front window up to date with the latest and exclusive listings
- Answering and forwarding phone calls to the appropriate sales consultant, property manager or accounts
- Message taking
Education
Real Estate Salesperson Registration Certificate
Certificate IV - Education Support
placement completed at the Australian Christian College
Certificate II - Community Pharmacy and Retail
placement completed at Terry White Pharmacy
Certificate III - Business Administration
placement completed at Gold Property Group Real Estate
Graduated Year 12
Skills
Communication skills
Strong written and verbal communication skills
Experience and ease communicating with customers
supervisors and colleagues
Experience and ease providing customer support
Administration skills
Filing
answering phone calls and forwarding messages
laminating
faxing
printing
scanning
photocopying
answering customer enquiries
record keeping
prioritising
data entry and organising managers’ diary and following instructions as directed.
Computer skills
Hands on experience with Microsoft Office including; Word
Excel and PowerPoint.
Problem-solving
Team leadership
Operations management
Customer service
Operations monitoring
Operational efficiency
Decision-making
Employee relations and conflict resolution
Planning and implementation
Staff training
Staff management
Operations oversight
Policies and procedures implementation
Performance monitoring
Employee motivation
Staff development
Customer relationship management
Maintaining compliance
Interpersonal communication
Client relationships
Workflow optimization
Regulatory compliance
Workforce management
Client relations
Continuous improvements
Process improvements
Organizational management
Superb time management skills
Onboarding and orientation
Delegation
KPI tracking
Conflict mediation
Customer retention
Data management
Cross-functional communications
Forecasting and scheduling
Process flows
Document control
Cross-functional communication
Negotiation
Contract management
Sales background
Goal setting
Schedule management
Performance management
Quality assurance controls
Customer relationship management (CRM)
Project planning and development
Work flow planning
Performance reporting
Timeline
Operations Manager
Ray White Real Estate
10.2025 - CurrentRead More
Lead Agent
Ray White Real Estate
07.2024 - 09.2025Read More
Sales Associate
Ray White Real Estate
09.2022 - 07.2024Read More
Pharmacy Assistant
Terry White Pharmacy
01.2012 - 01.2013Read More
Casual
Queensland Health
01.2008 - 01.2008Read More
Queensland Health Occupational Health and Safety
01.2008 - 01.2008Read More
Trainee
Gold Property Group Real Estate
01.2007 - 01.2008Read More
Gold Property Group Real Estate
Certificate III from Business Administration
Read More
Terry White Pharmacy
Certificate II from Community Pharmacy and Retail
Read More
Australian Christian College
Certificate IV from Education Support
Read More
Link Learn
Real Estate Salesperson Registration Certificate
Read More
Tullawong State High School
Graduated Year 12
Read More