Kaye Edmiston-Toplis

• Design and coordinate renovations for private dwellings, which has included kitchen and bathroom design and specification
• Interior styling for newly renovated and for property sale
• Presentation of 3D designs – including cabinetry for WIR, BIR, Bathrooms, Kitchen and Entertainment Units
• Produce Floorplans and Elevations utilising Sketch Up
• Create schedules for finishes, fixtures and fittings specification
• Complete design briefs
• Liaise with trades and suppliers
• Create mood boards
• Complete invoicing and purchases through Xero accounting package.

• Manage the daily operations of the business, including overseeing staff, processes, and systems
• Develop and implement strategies to improve the efficiency and effectiveness of operations
• Ensure compliance with relevant laws and regulations, and manage risk
• Develop and maintain relationships with key stakeholders, including clients, suppliers, and partners
• Identify and implement process improvements to increase productivity
• Manage the recruitment and training of staff, and ensure the necessary skills and resources to perform their roles effectively
• Effectively manage use of SalesForce CRM
• Monitor and report on key performance indicators, and provide regular updates to the CEO.

Providing a warm & welcoming experience to all clients

• Scheduling new and follow up appointments for 20 therapists
• Replying to client email enquiries
• Invoicing clients and following up on outstanding accounts
• Liaising and supporting psychology, speech therapy and occupational therapists’
• Accurate client database management
• Liaising with General Practitioner, NDIS and Medicare consultants
• Ordering office supplies and general office duties.

• Followed up on client enquiries and initiated meetings with potential clients on the phone and one on one
• Complete on-site measure and consultation
• Build rapport with all clients by listening to their needs, clarifying their requirements and industry terminology
• Developed innovative designs to meet legislative and client requirements within the agreed timeframe
• Kept clients informed of the progress of work and arranged a meeting to present the design/s
• Created colour selection and fixture and fittings specifications
• Demonstrated the effectiveness of proposed design/s and where necessary adjusted the design
• Developed 3D designs in Sketchup and client presentations in Layout.

• Liaised with ICT project and program sponsors, executives, directors and managers to support project outcomes using governance tools appropriately
• Coordinated the review and assessment of projects and programs for compliance with the department's assurance and risk frameworks including the preparation of mandated reporting
• Provided assistance to projects and programs in the implementation of assurance and risk practices
• Compiled information to report on the status of ICT portfolio delivery
• Researched, analyzed and developed the management processes to support assurance and risk functions
• Prepared submissions, reports, briefing material and correspondence for the department and governance committees
• Developed and conducted training presentations advising responsibilities of project management.

• Initiated meetings with potential clients on the phone and one on one
• Build rapport with all clients by listening to their needs, clarifying their requirements and industry terminology
• Developed innovative designs to meet legislative and client requirements within the agreed timeframe
• Kept clients informed of the progress of work and arranged a meeting to present the design/s
• Demonstrated the effectiveness of proposed design/s and where necessary adjusted the design
• Evaluated client feedback to understand where improvements or learnings can be improved.

• Assisted customers with selections for bathroom, laundry and kitchen fixtures
• Built rapport with all clients by listening to their needs, clarifying their requirements and industry terminology
• Processed customer orders to ensure all items were available
• Assisted with designs to meet legislative and client requirements
• Kept clients informed of the progress of orders and arranged delivery to site.

• Designed training programs to develop the knowledge, skill and attitudes (KSA’s) required to achieve delivery of required services to both external and internal customers
• Delivered training presentations one on one and to a maximum of twenty staff
• Undertook monthly assessments of Key Performance Indicators (KPI’s) in conjunction with the Helpdesk Manager to ensure service level from the Helpdesk to other divisions as per Service Level Agreements (SLA’s) are met
• Evaluated training outcomes as they are applied on the job and modified of content and delivery techniques to ensure continuous improvement
• Evaluated feedback from trainees to ensure expectations were met and where improvement in my coaching and administration processes could be made
• Provided updates for the Procedure Database where necessary
• Delivered Corporate Workplace Health and Safety Training.

• Supervised the day-to-day operational activities of staff in the delivery of their job responsibilities
• Ensured excellent customer service was provided at all times
• Provided daily reports to the Contact Centre Manager and Assistant Contact Centre Manager on staff, customer concerns and system issues
• Actively managed escalated customer complaints or queries by communicating to the customer in a timely manner and where necessary, explaining corporate policy and legislative restrictions
• Developed and implemented incentives to motivate staff to achieve performance goals
• Identified trends, escalated/resolved and monitored resolutions
• Used my strong communication skills within the Contact Centre and throughout the organisation.

• Provided timely response to incoming calls from Keno venues, Casinos and Gaming sites
• Resolved problems arising from Keno or Gaming agencies, both technical and accounting
• Conducted on site training for the selling and accounting of Keno
• Conducted on site Gaming Machine education, and Compliance with Government regulations for gaming machines to all staff on site to a maximum of ten
• Conducted onsite training for Jupiter’s Gaming system in gaming venues across Queensland
• Liaised with Regional Representatives, IT, Accounts, Marketing, Gaming Operations and Jupiter’s Technical support departments to ensure effective services and implementation of processes in line with the required legislation.