KATE SLEE
Wyndham Vale
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets.
With over 25 plus years of extensive leadership and people development experience, possessing a sound knowledge of AFCA customer service processes.
Successful at developing and improving training programs for employees at all levels, utilising advanced understanding of training needs for the customer service space.
A good communicator, influencer and conflict manager,
motivated to improve organisation and employee performance by creating environment of mutual respect, trust, consensus-building and accountability.
Committed individual excelling in providing thorough training and coaching, setting team goals and developing innovative strategies.
Aims to identify key strengths and close any gaps to ensure continuous improvement within the team.
Demonstrates superb oral and written communication skills, excellent time management abilities and strong leadership qualities.
Capable of making quick, yet well thought through decisions in ever changing environments.
Additionally, a solid team player with an outgoing positive demeanour and proven skills in establishing rapport with people.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Team Leader - Customer Service
AFCA
10.2023 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance and promotion to other areas of the business.
Scheduling Coordinator
AFCA
03.2023 - 10.2023
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Worked with manager and supervisor to plan and coordinate production schedules.
Customer Service Officer
AFCA
01.2023 - 03.2023
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of knowledge to effectively assist customers with accurate information.
Education Support – Literacy Intervention
Tarneit Rise Primary School
02.2019 - 12.2022
- Provide literacy support for students in group or 1:1 by using Multisensory structured learning and phonics.
- Design individual work programs for each student, keep detailed records and add to shared drive.
- Provide input, share ideas in meetings and keep minutes.
- Quickly learn new skills and apply them to daily tasks, improving efficiency and productivity.
- Develop and maintain courteous and effective working relationships.
- Collaborate with team members to achieve target results.
Site Leader
Paul Sadler Swimland
03.2012 - 02.2019
- Developed and provided onsite training to help develop employee skills and promotions within the business.
- Resolved issues from employees and customers using company policies.
- Maintained records and logs of work performed.
- Managed day-to-day operations of Swim Site.
- Interviewed, hired and trained new employees.
- Rostered staff and managed payroll.
- Managed development, coordination and delivery of services to children and adults from diverse range of backgrounds.
- Provided leadership and direction to enhance teamwork and staff morale.
- Evaluated on-the-job supervision and performance management of direct reports and provided formal feedback, coaching and support.
- Supported work environment that is free from discrimination, harassment and bullying.
- Continuous work on new processes and change.
Restaurant General Manager
KFC
03.2002 - 03.2012
- Set clear expectations and created positive working environment for employees.
- Orchestrated positive customer experiences by overseeing every area of restaurant operations.
- Developed team members through the ranks from Shift Supervisor to Assistant Manager to Restaurant Manger,
- Developed external candidates to Manager roles.
- Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances.
- Identified team weak points and implemented corrective actions to resolve concerns - coaching and support, performance plans and disciplinary action if required.
- Led and directed team members on effective methods, operations and procedures.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Prepared for and executed new menu implementations.
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
- Carefully interviewed, selected, trained and supervised staff.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Acting Area Manager - V2
KFC
01.2010 - 06.2010
- Conducted training sessions to educate managers on best practices and procedures to increase profitability.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Transformed underperforming teams into productive, profitable teams.
- Resolved conflicts promptly to promote positive environment for staff.
- Oversaw budget planning, strategy development, community outreach for organization.
- Directed workforce planning, customer retention and customer service management for multiple locations.
- Supervised 40 location managers and managed 12 stores assets, maintaining contractual, compliance and reporting requirements for all areas and assets.
- Recruitment planning.
Field Trainer
KFC
01.2009 - 12.2009
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions in Tasmania and Victoria.
- Trained and mentored new personnel hired to fulfill various roles.
- Worked on the new online training inputting procedures from manuals to online system.
Acting Restaurant Manager
KFC Westgate Port Melbourne
02.2000 - 04.2001
Assistant Manager, Graveyard Manager
KFC Westgate Port Melbourne
01.1994 - 01.2000
Customer Service Team Member and Shift Supervisor
KFC
01.1990 - 01.1994
Education
Associate of MSL Approach To Teaching Phonology - Multisensory Structured Language Education
IMSLE
Bentleigh East, VIC10.2021
Certificate IV in Education Support -
Customised Training
Bacchus Marsh, VIC03.2019
VCE -
Westbourne Grammar School
Truganina, VIC12.1991
Skills
- Management of teams in fast-paced environments, having led many successful teams
- Proven success in managing accountability and building knowledge in teams
- Easily adaptable to change
- Strong coaching and support of staff
- Exceptional customer service skills and management of complaints Able to de-escalate conflict
- Developing people for their next role
- Able to adapt management style depending on situation or person through situational leadership
- Committed to meeting goals and targets
- High level of emotional intelligence and will respond calmly in crisis situations
- Sound knowledge of operating standards, policies and procedures and ability to apply
- Adept computer skills with well versed knowledge in Microsoft Office, Word, Excel, Teams and Outlook, Google Docs and Google, CMS and Purecloud
Certification
- Train the Trainer - KFC
- Leading Multiple Restaurants
- Leading a Restaurant
- Get Ready to Lead
- First Aid, Allens Training HLTAID012 - Provide First Aid in an education and care setting - Renewal Date 02/06/2025 HLTAID011 - Provide First Aid - Renewal Date 02/06/2025 HLTAID010 - Provide basic emergency life support - Renewal Date 02/06/2025 HLTAID009 - Provide cardiopulmonary resuscitation - Renewal Date 02/06/2023
Timeline
Team Leader - Customer Service
AFCA
10.2023 - Current
Scheduling Coordinator
AFCA
03.2023 - 10.2023
Customer Service Officer
AFCA
01.2023 - 03.2023
Education Support – Literacy Intervention
Tarneit Rise Primary School
02.2019 - 12.2022
Site Leader
Paul Sadler Swimland
03.2012 - 02.2019
Acting Area Manager - V2
KFC
01.2010 - 06.2010
Field Trainer
KFC
01.2009 - 12.2009
Restaurant General Manager
KFC
03.2002 - 03.2012
Acting Restaurant Manager
KFC Westgate Port Melbourne
02.2000 - 04.2001
Assistant Manager, Graveyard Manager
KFC Westgate Port Melbourne
01.1994 - 01.2000
Customer Service Team Member and Shift Supervisor
KFC
01.1990 - 01.1994
Associate of MSL Approach To Teaching Phonology - Multisensory Structured Language Education
IMSLE
Certificate IV in Education Support -
Customised Training
VCE -
Westbourne Grammar School
- Train the Trainer - KFC
- Leading Multiple Restaurants
- Leading a Restaurant
- Get Ready to Lead
- First Aid, Allens Training HLTAID012 - Provide First Aid in an education and care setting - Renewal Date 02/06/2025 HLTAID011 - Provide First Aid - Renewal Date 02/06/2025 HLTAID010 - Provide basic emergency life support - Renewal Date 02/06/2025 HLTAID009 - Provide cardiopulmonary resuscitation - Renewal Date 02/06/2023
Similar Profiles
JACLYN WHYKESJACLYN WHYKES
Dispute Resolution Specialist at Australian Financial Complaints Authority (AFCA)Dispute Resolution Specialist at Australian Financial Complaints Authority (AFCA)
Sergio Pérez CandanosaSergio Pérez Candanosa
Director at AFCA Group / Knowledge Accountancy ManagementDirector at AFCA Group / Knowledge Accountancy Management
Putry HaryantoPutry Haryanto
Customer Service Representative at AFCA (Australian Financial Complaints Authority)Customer Service Representative at AFCA (Australian Financial Complaints Authority)