Summary
Work History
Education
Skills
Certification
Languages
References
Timeline
Hi, I’m

Katrina Parris-Stephens

Sydney,NSW
Katrina Parris-Stephens

Summary

To use my skills to benefit a team to make a difference Personable and dedicated Customer Service and Administration Manager with experience in Aged Care industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Work History

Summitcare Aged Care Homes
St Marys

Manager of Customer Support and Administration
01.2023 - Current

Job overview

  • Extensive experience in administration and customer focus in Residential Aged Care
  • High level computer skills and written communication skills
  • Knowledge and understanding of the aged care industry including funding mechanisms, bonds and resident agreement management
  • Ability to explain aged care fees and accommodation fees including RAD/DAP payments
  • Ability to conduct tours and provide guidance to prospective residents in relation to fees and charges
  • Ability to complete resident agreements
  • Competency in leading and monitoring teams for efficiency and effectiveness
  • Thorough understanding of the accounts receivable, accounts payable, debtor management functions and petty cash management
  • High emotional intelligence when dealing with a broad range of stakeholders
  • High level customer service skills
  • Ability to achieve goals within set time frames
  • High level of motivation, positive attitude and strong problem-solving skills
  • Knowledge of Aged Care Quality Standards
  • Compassionate, empathetic and pragmatic approach to stakeholders from a variety of contexts and backgrounds
  • Capacity for initiative and innovation
  • Ability to work autonomously and as part of a diverse team

St Basils Aged Care Homes
Randwick

Team Leader Customer Service
08.2017 - 01.2021

Job overview

  • Provided companionship and emotional support to elderly clients.
  • Maintained records of client care plans and progress notes.
  • Assisted in developing individualised care plans for elderly clients.
  • Reported any changes in health or behaviour to nursing staff members promptly.
  • Responded quickly to emergency situations involving elderly clients.
  • Collaborated with family members to ensure that all client needs were met.
  • Educated families about available resources within the community.
  • Attended weekly staff meetings to discuss new policies and procedures.
  • Participated in team building activities designed to improve communication skills amongst colleagues.
  • Performed administrative duties such as filing paperwork, answering phones, scheduling appointments and ordering supplies.
  • Ensured a safe environment by monitoring equipment use and checking fire safety systems regularly.
  • Provided recreational activities such as games, reading materials, music and outdoor walks.
  • Provided clients with emotional support and companionship.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Improved patient outlook and daily living through compassionate care.
  • Reported concerns to nurse supervisor to promote optimal care.
  • Encouraged residents to participate in activities of daily living to enhance personal dignity.
  • Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
  • Built strong and trusting rapport with clients and loved ones.
  • Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
  • Monitored clients' activity levels and helped prevent sedentary behavior.
  • Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
  • Contributed to case reviews of client status and progress.
  • Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.

APT Computers

Freelance IT Consultant, Sales and Customer Support
01.2014 - 06.2017

Job overview

  • Assisted clients in developing and implementing IT strategies to improve business operations.
  • Provided technical support for hardware, software, and network issues.
  • Analyzed client's current system infrastructure and identified opportunities for improvement.
  • Performed research on latest technologies and trends in the IT industry to make recommendations to clients.
  • Conducted user training sessions to ensure that all users were able to use new technology efficiently.
  • Installed and configured computer hardware operating systems and applications according to customer requirements.
  • Tested computer components such as processors, memory modules, hard drives prior to installation into a system unit.
  • Managed multiple ongoing projects simultaneously while meeting deadlines effectively.
  • Provided consultation on how best to utilize available resources in order to maximize productivity.
  • Resolved technical problems reported by customers via phone calls or emails quickly and accurately.
  • Ensured compliance with security policies including firewalls, anti-virus programs.
  • Met with users, vendors and technicians to determine computing requirements.
  • Maintained knowledge of advances in information technology systems and applications.
  • Provided company users with tech support for IT problems and account maintenance.

Laser computers

Branch Manager and IT Sales Service and Support
01.1992 - 01.2014

Job overview

  • Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
  • Developed strategies to increase customer satisfaction and loyalty.
  • Managed staff scheduling, hiring and training processes.
  • Conducted regular performance reviews for all employees in the branch.
  • Monitored financial performance of the branch on a monthly basis.
  • Implemented internal control procedures to minimize risk exposure and maximize profitability.
  • Provided guidance and support to team members regarding problem resolution and customer service issues.
  • Analyzed data to identify trends related to products, services, customers and markets served by the branch.
  • Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
  • Resolved escalated customer complaints in a timely manner.
  • Established strong working relationships with external partners such as vendors and suppliers.
  • Coordinated promotional campaigns for new products or services in order to boost sales revenue.
  • Ensured compliance with established policies, procedures and regulations governing banking operations.
  • Created reports summarizing operational performance metrics for senior management review.
  • Participated in community events to promote brand awareness.
  • Identified opportunities for process improvement initiatives within the branch.
  • Assisted other branches when needed during peak periods or special projects.
  • Facilitated weekly meetings with staff members to discuss progress on current initiatives.
  • Organized professional development programs for employees at all levels of the organization.
  • Provided feedback on employee performance evaluations conducted by supervisors.
  • Performed regular audits of financial records in order to ensure accuracy.
  • Managed and inspired team members to perform to full potential, driving branch profitability.
  • Assigned duties to employees and examined work for accuracy, neatness and timeliness.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Planned work schedules to maintain adequate staffing levels.
  • Disciplined employees to encourage compliance with company policies and procedures.
  • Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
  • Increased efficiency and drove branch revenue by optimizing daily operations.
  • Established and built customer relationships through targeted outreach and initiatives.
  • Verified cash by balancing cash drawers and maintaining cash count records.
  • Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
  • Designed sales and service strategies to improve revenue and retention.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Supported outside sales force in servicing and obtaining new business.
  • Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
  • Analyzed competitors and market trends to facilitate business growth.
  • Created and updated financial reports on frequent basis to present information to leadership teams.
  • Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
  • Conducted reviews and evaluations for cost-reduction opportunities.
  • Created financial management mechanisms to minimize financial risk to business.
  • Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.
  • Developed invoicing systems and internal controls to boost billing efficiencies.
  • Recommended new financial and accounting software packages. replacing various non-integrated offerings.
  • Analyzed actual financial results to budget, preparing variance reporting to functional groups.

Laser VTA

State Manager NSW/ACT
01.1990 - 01.1992

Job overview

McCann Erickson advertising

Media Planner
01.1983 - 01.1985

Job overview

  • Researched target audiences and created detailed demographic profiles.
  • Analyzed data to determine the effectiveness of campaigns and made adjustments accordingly.
  • Coordinated with other departments such as creative, research, production. to ensure proper execution of campaigns.
  • Built strong relationships with internal teams as well as external partners in order to ensure successful collaboration on projects.
  • Recommended changes or updates to existing campaigns in order to drive increased ROI for clients' investments.
  • Reviewed competitor activities regularly and provided insights into how they could be used strategically by our organization.
  • Conducted market research studies to gain insight into consumer behavior patterns related to various products and services.
  • Worked closely with account managers to ensure client expectations were met throughout the duration of campaigns.
  • Attended trade shows and conferences related to the media planning industry in order stay abreast of latest developments.
  • Planned and negotiated media buys, including TV, radio, print and digital.
  • Gathered research to report sound and strategic consumer insight-driven media recommendations.
  • Maintained strong working relationships with clients, vendors, publishers and creative resources to boost effective campaigns.
  • Responded to requests for information from media or designated spokesperson or information source.
  • Conferred with other managers to identify trends or key group interests or concerns.
  • Arranged public appearances, contests or exhibits for clients to increase product or service awareness or promote goodwill.

Education

Moorefield Girls High

Year 12
01.1981

University Overview

Sydney University

Bachelor of Science

University Overview

University of Tasmania
Tasmania

Batchelor of Dementia Care from Dementia Care

University Overview

Skills

  • I am skilled in IT with emphasis on software, problem solving and training I specialize in customer support and I am experienced in sales As I have run my own business for many years I am also skilled in office administration and management My work at St Basils has refined my people skills in the way of compassion, dignity, quality of life and care, and lifestyle changes to the elderly residents of the facility At the same time I managed a small team of Customer Service officers whom I trained and mentored to follow the current Standards as set by the Aged Care Quality Agency and the Health Department
  • Customer Relationship Management (CRM)
  • Cross-Functional Teamwork
  • Complex Problem-Solving
  • Sales management
  • Team Leadership
  • Negotiation
  • Verbal and written communication
  • Staff Training and Development
  • Sales Techniques
  • Business Administration
  • Contract Management
  • Salesforce Management

Certification

  • Certificate IV Customer Service
  • Tertiary Learning Strategies University SA
  • Batchelor Dementia Care – UTAS (currently studying)

Languages

Greek
Professional

References

References
References available upon request.

Timeline

Manager of Customer Support and Administration
Summitcare Aged Care Homes
01.2023 - Current
Team Leader Customer Service
St Basils Aged Care Homes
08.2017 - 01.2021
Freelance IT Consultant, Sales and Customer Support
APT Computers
01.2014 - 06.2017
Branch Manager and IT Sales Service and Support
Laser computers
01.1992 - 01.2014
State Manager NSW/ACT
Laser VTA
01.1990 - 01.1992
Media Planner
McCann Erickson advertising
01.1983 - 01.1985
Moorefield Girls High
Year 12
Sydney University
Bachelor of Science
University of Tasmania
Batchelor of Dementia Care from Dementia Care

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Katrina Parris-Stephens