Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Katie Kelly

Frankston,VIC

Summary

A professionally skilled individual who excels in empathetic interactions and building connections. Adept at leveraging excellent communication to interact and work with diverse teams to achieve successful outcomes. Creates seamless operations and provides an exceptional experience through problem-solving and organizational talents. Sound knowledge and competency in Microsoft Office and computer literacy.

Overview

13
13
years of professional experience
1
1
Certification

Work History

CARE COORDINATOR

Silverchain
06.2024 - Current
  • Organized and managed caseloads to ensure timely completion of goals and objectives.
  • Engaged in advocacy efforts on behalf of clients whenever necessary.
  • Maintained accurate records of all activities related to care coordination services provided.
  • Participated in professional development programs aimed at increasing knowledge base related to care coordination best practices.
  • Developed and maintained relationships with a wide range of clients, providing quality care coordination services.
  • Assessed psychosocial needs of patients, families, caregivers including mental health issues, financial concerns, legal matters.
  • Monitored progress towards established goals on an ongoing basis and made necessary modifications as indicated.

CABIN MANAGER AND HUMAN FACTORS FACILITATOR

Regional Express Airlines
11.2019 - 06.2024
  • Created and delivered effective presentations to facilitate workshop objectives.
  • Organized documents, handouts, agendas, surveys, and other materials needed for each workshop.
  • Developed evaluation forms used to evaluate effectiveness of each completed workshop session.
  • Conducted research on best practices, strategies, methods, and techniques related to workshop topics.
  • Developed strong communication, problem-solving and organizational skills through managing crew members in a fast-paced environment.
  • Working with pilots to ensure the smooth running of flights and adhering to timing schedules
  • Following order of duties to carry out the requirements of safety for takeoff and landing
  • Managing the Cabin in a senior role
  • Working with other cabin attendants to problem solve, maintain passenger safety and service
  • Boarding and disembarking of passengers
  • Interact with passengers and attends to needs and requests
  • Provide Food and Beverage cabin service
  • Explain and demonstrate the use of safety equipment, including seatbelts, oxygen masks and life jackets
  • Manage passenger safety
  • Liaise with ground staff to ensure timing requirements are met
  • Resolved passenger disputes and effectively managed medical concerns while in the air

RESORT DUTY MANGER

RACV Cape Schanck Resort
08.2016 - 11.2019
  • Successfully managed daily operations of a busy hotel, including supervising staff and resolving customer complaints.
  • Reviewed guest feedback surveys on a regular basis and took corrective actions as needed.
  • Established policies and procedures to ensure efficient operations of the hotel.
  • Responded to and promptly resolved guest complaints or issues to maintain guest satisfaction.
  • Coordinated with vendors for purchasing supplies, equipment, and services.
  • Coordinated with other departments to ensure hotel events ran smoothly.
  • Performed administrative tasks such as scheduling shifts and payroll processing.
  • Monitored patron satisfaction through contact with guests and review of feedback on hotel reservation sites.
  • Implemented strategies for increasing occupancy rates during peak season.
  • Identified and analyzed operational challenges and facilitated development of solutions to prevent reoccurrence.

RESORT SUPERVISOR

RACV Cape Schanck Resort
08.2013 - 08.2016
  • Provided guidance to employees on resolving customer complaints swiftly and efficiently.
  • Coordinated with other departments like food and beverage, sales and marketing to ensure smooth functioning of overall operations.
  • Created marketing plans to promote the resort through various channels such as print media, radio ads, online campaigns.
  • Organized special events like conferences, weddings and other social gatherings at the resort premises.
  • Lead a team of personnel in providing excellent guest services including check-in and check-out process and housekeeping services.
  • Handled administrative tasks such as preparing reports on monthly basis regarding sales figures, expenses incurred.
  • Supervised daily operations of resort staff, ensuring efficient and effective service delivery.
  • Managed financial operations including budgeting, forecasting, reporting, payroll processing, accounts receivable and payable, revenue control.

GUESTS SERVICE AGENT AND CONCIERGE

RACV Cape Schanck Resort
08.2012 - 08.2013
  • Provide exceptional check-in and check-out experiences for guests of the hotel
  • Maintain room bookings and requests through Opera, the Property Management System ensuring data accuracy is maintained
  • Provide friendly and helpful phone-based support, dinner reservations and tour information for guests
  • Provide training to new team members ensuring processes are understood and followed.
  • Gained extensive knowledge of area attractions such hotels, restaurants, and theaters to share with guests.
  • Made guest reservations for local ticketed attractions and popular restaurants.
  • Utilized basic conflict resolution skills to handle difficult guests and customers.
  • Offered assistance with luggage storage, car rental arrangements, and other special requests from customers.
  • Made travel arrangements for sightseeing and other tours.

Skills

  • Attention to Detail
  • Multitasking Abilities
  • Excellent Communication
  • Empathy and Compassion
  • Active Listening
  • Problem Solving
  • Time Management
  • Positive Attitude
  • Organizational Skills

Certification

  • Certificate IV in Hospitality Management
  • Certificate IV in Training and Assessment
  • Certificate III in Community Services
  • First aid and CPR
  • Mental health first aid
  • Understanding Dementia skill set


Timeline

CARE COORDINATOR

Silverchain
06.2024 - Current

CABIN MANAGER AND HUMAN FACTORS FACILITATOR

Regional Express Airlines
11.2019 - 06.2024

RESORT DUTY MANGER

RACV Cape Schanck Resort
08.2016 - 11.2019

RESORT SUPERVISOR

RACV Cape Schanck Resort
08.2013 - 08.2016

GUESTS SERVICE AGENT AND CONCIERGE

RACV Cape Schanck Resort
08.2012 - 08.2013

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Katie Kelly