Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Hood

Ipswich,QLD

Summary

Hardworking and reliable, committed Rostering Officer with strong ability People skills. Offering leadership in Understanding to Policy and Procedures and Solution focused. Highly organized, proactive and punctual with team-oriented mentality.

Overview

11
11
years of professional experience

Work History

Rostering Customer Services Officer

Open Minds Australia
Eight Mile Plains, QLD
11.2012 - Current
  • Professionally Communicate with Business partners and employees to answer questions or explain information around rosters and compliance rules and work with all stakeholders and associated departments
  • Prepare and Establish Master roster to Compliance conforming to relevant regulatory frameworks Including OM Collective Agreement and Client Schedules of Support.
  • Ensure Rostering Processes are are equitable while providing flexibility to meet client and operational needs
  • Ensure 10 Rostering Rules and protocols are adhered too with accountability.
  • Team member with Solution focused practise while managing delegated regions and any other requested duties

Rostering Customer Service Manager

Open Minds Australia
Annerley, QLD
01.2017 - 07.2021
  • Assisted in hiring new employees by conducting interviews and orienting new staff members on organizational structure, policies and procedures and job duties.
  • Conducted assessments of residents to identify individual care needs and developed plans to meet those needs.
  • Maintained awareness of government regulations, health insurance changes and financing options.
  • Developed and implemented policies and procedures for the care of residents in accordance with regulatory standards.
  • Collaborated with administrative personnel to develop strategies aimed at increasing efficiency while maintaining high standards of service delivery.
  • Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
  • Coordinated work activities and scheduling of medical, nursing and physical plant staff.
  • Kept informed of advances in medicine and computerized diagnostic and treatment equipment.
  • Served as a liaison between staff, families, physicians, community resources and other stakeholders involved in resident care.
  • Investigated incidents involving patients and residents that may have resulted in harm or injury; documented findings according to established protocols.
  • Maintained records management system to process personnel information and produce reports.
  • Achieved cost-savings by developing functional solutions to problems.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.

Education

Some College (No Degree) - Welfare Work

Central QLD TAFE
Rockhampton, QLD

Skills

  • Customer Service
  • Quality Control
  • Policies and Procedures Adherence
  • Issue and Complaint Resolution

Timeline

Rostering Customer Service Manager

Open Minds Australia
01.2017 - 07.2021

Rostering Customer Services Officer

Open Minds Australia
11.2012 - Current

Some College (No Degree) - Welfare Work

Central QLD TAFE

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Kelly Hood