Kelley Johnson
Kilsyth
Summary
Results driven professional determined to create positive outcomes for all team members. Reliable team player with a focus on collaboration and adaptability. Skilled in conflict resolution, communication and strong problem-solving abilities. Supportive, practical nature, with a desire to continually learn and develop. Advocating for the wellbeing of our industry professionals is priority.
Overview
28
28
years of professional experience
Work History
People, Culture & Customer Care Manager
Hawthorn Group Vets
11.2021 - Current
- Recruitment & onboarding of all Veterinarians, Veterinary Nurses & Support Staff.
- Roster implementation for multiple sites.
- Leave approvals / sourcing leave cover.
- Client complaints, providing appropriate solutions, and alternatives within reasonable timeframes and following up to achieve resolution.
- Facilitate open communication between team members, promote a supportive work environment that encourages collaboration and innovation.
- Building team culture through use of team values, timely feedback, setting reasonable expectations and celebrating achievements.
- Conduct regular performance evaluations for continuous improvement and employee growth opportunities.
- Design and implement quarterly training to improve employee satisfaction and encourage work/life balance.
- First Aid / Mental Health First Aid Representative
- Maximized performance by monitoring daily activities and mentoring team members toward peak efficiency.
Director
AW & KJ Johnson Pty Ltd
09.2000 - Current
- Manage budgets to ensure optimal use of resources while maintaining financial stability.
- Improve project efficiency with strategic planning, resource allocation, and time management practices.
- Proactively identify potential risks and implement strategies to minimize negative impacts on projects or business operations.
- Negotiate contracts with vendors for reduced costs and improved service quality.
- Boost client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Assist in recruiting, hiring and training of team members.
- Record keeping, policy implementation, accounts and inventory control.
Specialist Coordinator
Centre for Animal Referral & Emergency
01.2017 - 11.2021
- First point of contact for all referring veterinarians.
- Facilitated communications between specialists and clients, building confidence and trust in times of stress.
- Coordinated multiple specialist departments to ensure timely and efficient transfer from emergency to inpatient care
- Collaborated with multidisciplinary teams, both internal & external, to provide comprehensive patient care.
- Reduced stress levels of patients and families during emergencies by providing compassionate support and reassurance throughout the process.
- Communicating patient reports for handover to receiving veterinary clinic, ensuring continuity of care.
- Implementing new training programs for staff, leading to higher employee retention rates and better overall performance.
- Improved team collaboration by initiating regular strategy meetings.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate resolution.
- Improved customer satisfaction rates by overhauling customer service protocols and training staff in customer engagement techniques.
Reception Team Leader
Whitehorse Veterinary Hospital
04.2014 - 12.2016
- Increased client retention, fostering strong relationships through exceptional service and regular followups.
- Assisted in the recruitment process for new team members, conducting interviews and evaluating candidates.
- Managed incoming calls professionally, offering solutions with the most appropriate team member.
- Maintained accurate records of client data, reminder system and legal forms.
- Optimized appointment scheduling to minimize wait times while maximizing staff availability for clients.
- Monitored staff progress with periodic evaluations, providing constructive feedback for continued growth and development.
- Implemented employee recognition programs to motivate staff members and encourage outstanding performance in their roles as receptionists.
Locum Veterinary Nurse
Multiple Clinics
11.2009 - 02.2014
- Assisted in surgeries by preparing surgical suites, sterilizing equipment, and ensuring anaesthesia administration was safe and effective.
- Upheld high standards of hygiene within the clinic through diligent cleaning and disinfecting routines, reducing the risk of infection.
- Maintained accurate medical records for efficient patient care and treatment followup.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Improved patient care by providing compassionate nursing support and assistance during examinations, surgeries, and treatments.
- Collaborated with veterinary team members to provide comprehensive care for patients in a fast-paced environment.
- Administered medications to animals in treatment and documented changes in condition.
- Educated pet owners on preventive healthcare measures, enhancing overall pet wellness within the practice''s clientele base.
Veterinary Nurse
Croydon North / Endeavour Hills Veterinary Clinics
02.1997 - 07.2001
- Assisted in surgeries by preparing surgical suites, sterilizing equipment, and ensuring anesthesia administration was safe and effective.
- Upheld high standards of hygiene within the clinic through diligent cleaning and disinfecting routines, reducing the risk of infection.
- Maintained accurate medical records for efficient patient care and treatment followup.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Ensured effective recovery after surgical procedures through diligent post-operative monitoring and care of patients.
- Reduced stress levels of hospitalized animals through continuous monitoring, comfort measures, and appropriate environmental adjustments.
- Educated pet owners on preventive healthcare measures, enhancing overall pet wellness within the practice''s clientele base.
Education
Jurie Rossouw - Driven
Certified Resilience First Aid Trainer
Sydney, NSW04-2025
Jurie Rossouw - Driven
Resilience First Aid Responder
Melbourne, VIC11-2024
Qt Transformations
Hypnotherapy, Timeline & NLP Practitioner
Melbourne, VIC12-2022
Mental Health First Aid Australia
Mental Health First Aid Certified
Melbourne, VIC07-2022
Qt Transformations
Diploma Clinical Hypnosis
Melbourne, VIC01-2021
Australian College of Applied Psychology
Diploma Counselling
11-2014
Australian College Or Applied Psychology
Cert IV Youth Work
01-2012
Open Colleges
Cert III Business Administration
01-2003
Australian College of Journalism
Diploma Freelance Journalism
01-2001
Skills
- Written & Verbal Communication
- Self Development
- Team Development
- Team Leadership
- Inter-department Collaboration
- Workplace Advocacy
- Interpersonal Relations
- Performance Evaluation
- Risk Management
Personal Information
Date of Birth: 1st June 1971
Volunteer / Community Positions
- 2006 - 2008 Hansen Park Pre-school, President & Fundraising Co-Ordinator, Source Donations, Plan Fundraising Events, Co-Ordinate Fundraising Events, Balance Accounts, Budgeting, Funding Applications, Human Services Liaison, Staff Rosters & Contracts, Staff/Committee Liaison, Chair Meetings, Centre Licensing, Quality Assurance
- 2007 - 2011 St. Richards Primary School, Parents Association President/Member, Source Donations, Source Sponsors, Advertising, Plan Fundraising Events, Co-Ordinate Fundraising Events, Balance & Control Budget, Chair Meetings, School board Liaison
- 2009 - 2010 St. Richards Primary School, School Advisory Board Member, Attend Meetings, Take Meeting Minutes, Address Stakeholder Correspondence, Dispute Resolution, Protocol Development
Timeline
People, Culture & Customer Care Manager
Hawthorn Group Vets
11.2021 - Current
Specialist Coordinator
Centre for Animal Referral & Emergency
01.2017 - 11.2021
Reception Team Leader
Whitehorse Veterinary Hospital
04.2014 - 12.2016
Locum Veterinary Nurse
Multiple Clinics
11.2009 - 02.2014
Director
AW & KJ Johnson Pty Ltd
09.2000 - Current
Veterinary Nurse
Croydon North / Endeavour Hills Veterinary Clinics
02.1997 - 07.2001
Jurie Rossouw - Driven
Certified Resilience First Aid Trainer
Jurie Rossouw - Driven
Resilience First Aid Responder
Qt Transformations
Hypnotherapy, Timeline & NLP Practitioner
Mental Health First Aid Australia
Mental Health First Aid Certified
Qt Transformations
Diploma Clinical Hypnosis
Australian College of Applied Psychology
Diploma Counselling
Australian College Or Applied Psychology
Cert IV Youth Work
Open Colleges
Cert III Business Administration
Australian College of Journalism
Diploma Freelance Journalism
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