Kele Kapondoro
Warragul
Summary
Dedicated and experienced Disability Workforce Team leader with 9 years of experience in customer care and service delivery. Alumna of the Griffith University Business School with a strong educational background. Known for exceptional problem-solving abilities and proficiency in casual workforce planning, rostering coordination, and optimizing workforce utilization. Committed to improving client satisfaction through strategic measures. Instrumental in developing tailored care plans and identifying community engagements for valued customers.
Overview
8
8
years of professional experience
Work History
Casual Workforce Team Leader
Ermha365
09.2023 - Current
- Lead the Casual Workforce Coordination team to deliver a quality customer experience and service by managing ermha365’s casual workforce across 24/7 NDIS programs in Victoria
- Provide efficient workforce planning and management to ensure optimal workforce utilisation and all shifts have been filled in collaboration with NDIS program Team Leaders
- Manage the out-of-hours Incident Hotline function for all NDIS programs across Victoria and the Northern Territory, ensuring it is well resourced and our employees have the support available when they need it
- Regular supervision and performance reviews with the casual workforce and coordination team
- Operations system administration and reporting for the coordination team
Practice Support Coordinator
Ermha365
09.2022 - 09.2023
- Assisting with emergent rostering and shift changes through our existing staffing pool or through agency in the event no ermha365 staff are available
- Ensuring any staff who are rostered during the shift have the appropriate compliance requirements in place
- Work with teams to maintain accurate and complete information for all client files
- Provide support to Practice Leaders relating to administrative and reporting related tasks
- Responding to all calls received during the shift with the aim of provide technical support and guidance to staff dealing with critical client issues and behaviours
- Coach support workers to actively seek own solutions through encouraging accountability and own problem solving
Staff Coordination Team Leader
Community Staffing Australia
06.2022 - 09.2022
- Provide leadership, supervision and support to the Staff coordination team so they can provide a pivotal connection between our support staff and clients we work with by coordinating suitably matched personnel who are engaged appropriately within the staffing support requests
- Liaise with clients and review client requests for supports
- Maintain client relationships and resolve issues
- Ensure effective coordination of support staff and in line of industry legislation
- Encourage continuous improvement and rostering best practices
- Coordinate/collate reporting data for the team and for reporting to management
Disability Support Worker
Care Choice
03.2022 - 05.2022
- A Support Worker is responsible for delivering all client supports in line with the client support plan and principles of person-centred active support
- Supports delivered should always focus on supporting the person to develop their skills and abilities, empowering the person to be an active participant in their life
Complex Care and Child Protection Care Coordinator
Care Choice
02.2021 - 03.2022
- Coordination of staff (including identifying and preparing appropriately skilled staff in line with client requirements), rostering and ensuring coverage of care for Care Choice clients
- Where required liaise with recruitment to source appropriate support workers
- Manage the delivery of Disability and Youth Welfare services in line with client/organisational care requirements and preferences (primary focus on top tier support clients)
Consumer Care Officer
Dr Oetker Queen Australia
03.2020 - 02.2021
- Increased customer satisfaction by resolving unsatisfactory product complaints
- Handled 30-40 calls and emails per day to address customer inquiries and concerns
- Managed monthly quality assurance reports, including social media audits and customer surveys
- Organised and coordinate workshops educating customers about products and services
Guest Services Associate
PARKROYAL Melbourne Airport
11.2018 - 02.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Arranged accommodations and travel plans for visitors and presented updated itineraries
Customer Service Officer
SKYBUS Limited
02.2018 - 09.2018
- Helped 40-60 customers every 7hour shift by approaching conversations with positive attitude and providing services
- Conferred with customers about concerns with products to resolve problems and drive sales
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
Retail Assistant
Lowes Manhattan Pty Ltd
08.2017 - 01.2018
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention
Events and Logistics Intern
OzHarvest Gold Coast
02.2017 - 12.2017
- Handled day-to-day shipping and receiving overseeing more than 800 packages per day
- Reached out to customers to offer solutions to diverse business issues
- Coordinated dispatching of four drivers to accomplish daily delivery requirements
Education
Certificate IV - Disability Services
All Health Training
02.2023
Bachelor of Business - Marketing
Griffith University
11.2017
Skills
- Effective Communication Skills
- Effective Time Management
- Empathetic Understanding
- Excellent in teamwork and team building
- Analytical Problem-Solving
- Proficient in Dispute Resolution
- Proficient in Computer Systems
- Ability to engage and communicate with diverse range of children, young people, and old people
- Experience in working with children, young people and old people with high complex needs
- Leadership development
- Project management
- Performance Analysis
Languages
English
Bilingual or Proficient (C2)
Interests
Long walks
Cooking
Gardening
Family outdoor activities
Gym
Timeline
Casual Workforce Team Leader
Ermha365
09.2023 - Current
Practice Support Coordinator
Ermha365
09.2022 - 09.2023
Staff Coordination Team Leader
Community Staffing Australia
06.2022 - 09.2022
Disability Support Worker
Care Choice
03.2022 - 05.2022
Complex Care and Child Protection Care Coordinator
Care Choice
02.2021 - 03.2022
Consumer Care Officer
Dr Oetker Queen Australia
03.2020 - 02.2021
Guest Services Associate
PARKROYAL Melbourne Airport
11.2018 - 02.2020
Customer Service Officer
SKYBUS Limited
02.2018 - 09.2018
Retail Assistant
Lowes Manhattan Pty Ltd
08.2017 - 01.2018
Events and Logistics Intern
OzHarvest Gold Coast
02.2017 - 12.2017
Bachelor of Business - Marketing
Griffith University
Certificate IV - Disability Services
All Health Training
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