Summary
Overview
Work History
Education
Skills
hobbies
Timeline
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Kelly Nicholson

Pakenham,VIC

Summary

I am responsible, friendly, funny and able to make others feel welcome, regardless if this is a customer, colleague participant or a member of the public. I listen to what an individual tells me and strive to assist them in anyway i can.

I am currently a Community Support Worker with broad experience in providing emotional, physical and mental support to diverse community members. I possess strong interpersonal skills, i have a really strong compassionate nature, with a knack at building trust and rapport within challenged or vulnerable people. I have demonstrated the ability to work collaboratively within multidisciplinary teams while maintaining focus on client-centered goals. I am focused on helping others build important life skills.

I am a highly-motivated employee with desire to take on new challenges. I have a strong work ethic and set very high standards of myself. I am able to work effectively unsupervised and aim to quickly master new skills.

My computer and technology skills are pretty good, id say above average and what i cant do, i will googled to work it out, or ask my adult children to show me :)

Overview

32
32
years of professional experience

Work History

Community Support Worker

Keen 2 Assist
Pakenham, Victoria
01.2022 - Current
  • Developed positive relationships with clients while maintaining professional boundaries.
  • Participated in team meetings, providing input regarding client care plans.
  • Provided transportation for clients to various appointments or activities as required.
  • Provided emotional support and encouragement throughout treatment process.
  • Maintained accurate records of client progress, services provided, and any issues encountered.
  • Ensured the physical safety of each client through regular check-ins and monitoring of behaviors.
  • Served as an advocate for clients in securing resources such as housing, employment.
  • Counseled clients on mental health issues such as depression, anxiety, substance abuse.
  • Organized social events to promote community involvement among clients.
  • Supervised daily hygiene and skills to promote self-sufficiency.
  • Engaged in crisis intervention procedures to prevent or facilitate hospitalization.
  • Provided support to individuals with disabilities in activities of daily living.
  • Supervised community outings, enabling clients to achieve maximum personal independence.
  • Supported individuals with facility-based planned activities in home and community settings.
  • Supported clients during medical appointments, advocating on their behalf when needed.
  • Facilitated recreational activities that encouraged socialization and skill development.
  • Coordinated with other agencies to ensure comprehensive services were provided to clients.
  • Built partnerships with related organizations to develop support and gain greater attention for important issues.
  • Provided emotional support and encouragement during difficult times.
  • Assisted clients in developing life skills and independent living abilities.
  • Consulted and collaborated with other professionals to provide continuity of patient-family care.
  • Collaborated with other professionals such as physicians or therapists to coordinate care plans.
  • Created a safe environment by identifying potential risks and implementing appropriate interventions.
  • Responded quickly to emergency situations involving clients in order to protect their safety.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Updated and maintained databases with current information.

Duty Captain

Aligned Leisure
Pakenham, Victoria
01.2021 - 02.2023
  • Implemented emergency procedures in response to hazardous situations.
  • Managed a team of seven employees, ensuring high productivity and quality standards were met.
  • Managed disciplinary processes for employees who failed to adhere to company policies or procedures.
  • Trained new employees on company policies, job duties, and performance expectations.
  • Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
  • Responded promptly to any emergency situations that arose during shifts.
  • Conducted regular inspections of equipment and facilities in order to identify any maintenance needs.
  • Developed and implemented strategies to improve customer service.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Identified opportunities for process improvements, leading to cost reductions and increased productivity.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Monitored performance of staff members, offering advice where appropriate.
  • Responded to customer questions regarding products, prices and availability.
  • Delegated tasks appropriately amongst team members according to individual skillsets.
  • Monitored employee attendance, addressing any punctuality or absenteeism issues.
  • Supervised cash handling procedures, ensuring that all transactions were processed accurately.
  • Took care of customer problem escalated by other staff members.
  • Investigated customer complaints in a timely manner, resolving issues efficiently.
  • Maintained accurate records of staff attendance and stock levels.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Waitress

Cardinia Beaconhills Golf Links
Beaconsfield Upper, VIC
05.2018 - 01.2021
  • Cleaned, sanitized and organized food speed racks, bins and dry storage racks to keep food storage areas neat and prevent food-borne illness.
  • Frequently communicated with kitchen staff to stay up to date on supply availability and potential customer wait times.
  • Attended to new customers quickly to inquire about drinks, offer specials knowledge and build positive connections for meal satisfaction.
  • Addressed any concerns or complaints quickly to promote customer happiness and escalated more advanced issues to management for resolution.
  • Stocked server areas with supplies before, during and after shifts to boost performance of serving staff.
  • Applied safe food handling and optimal cleaning strategies to protect customers and maintain proper sanitation.
  • Maintained current menu knowledge to provide accurate information and help customers make selections.
  • Discussed alternative selections with chef for guests with food allergies or gluten-free requests.
  • Cleaned dishes with detergent, rinsing and sanitizing chemicals in compartment sink.
  • Transported all dirty glassware and utensils from dining room to dish washing area for proper cleaning.
  • Assisted in preparing for special functions and banquets by setting up and taking down tables and chairs and decorating.
  • Added special garnishes and other finishing touches to augment visual impact of plate and contrast or add flavor to dish.
  • Maintained indoor and outdoor dining areas by removing trash, wiping down tables and restocking napkin dispensers.
  • Prepared banquet room for next function by resetting room, cleaning surfaces and replenishing supplies.
  • Operated and maintained cleaning equipment and tools, including dishwasher, hand wash stations, pot-scrubbing station and trash compactor.
  • Educated guests on daily specials and menu offerings such as appetizers, entrees and desserts.
  • Inspected restrooms for cleanliness and availability of supplies.
  • Prepared salads and appetizers to back up kitchen staff.
  • Served plated dinners, buffet style dinners and passed hors d'oeuvres for parties of 20-130 guests.
  • Recorded orders and partnered with team members to serve food and beverages.
  • Communicated effectively with kitchen staff regarding customer allergies, dietary needs and other special requests.
  • Assisted kitchen staff with food counts by determining number of items required for complete service.
  • Arranged each place setting attractively and verified all items were clean and free from water spots and chips.
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
  • Completed opening and closing checklists, including emptying trash, safeguarding alcohol and polishing silverware.
  • Answered phones politely and promptly, accurately recording and confirming reservations.
  • Delivered tailored support to clients with diverse needs, including those with physical disabilities, mental health conditions, and learning difficulties.
  • Provided guidance and support to families of clients, offering resources and advice.
  • Worked with leadership, parents and volunteers to establish clear goals and guidelines for group meetings.
  • Acted as role model for clients by exhibiting positive behaviors.
  • Helped clients develop coping mechanisms, technical abilities and job skills.
  • Supported clients with mobility needs, including the use of wheelchairs and transfers.
  • Drove and accompanied clients to appointments, shopping and special events for safety and companionship.
  • Assisted in the development of social skills through group activities and one-on-one interactions.
  • Implemented behavior management plans for clients with challenging behaviors.
  • Encouraged service users to participate in social activities that promoted their physical health and mental wellbeing.
  • Maintained and developed community relationships to support various client referrals.
  • Conducted household tasks, including cleaning and laundry, to maintain a clean and safe living environment.
  • Supported clients' social, physical and emotional needs to help integrate into local community.
  • Evaluated and addressed individual client needs and concerns.
  • Assisted clients with daily living activities, such as personal hygiene and meal preparation.

Office Assistant

Roadlinez
Pakenham, VIC
03.2015 - 03.2018
  • Received and screened high volume of internal and external communications, including email and mail.
  • Updated financial, customer and business records with accurate information each day, preventing data loss and keeping files current.
  • Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members.
  • Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
  • Maintained business records by updating customer information.
  • Wrote reports and correspondence from dictation and handwritten notes.
  • Offered diverse clerical support to office team members, including managing correspondence, answering telephone calls and tracking documentation.
  • Dispersed incoming mail to correct recipients throughout office.
  • Updated excel spreadsheets to document and report on  data.
  • Answered approximately 10+ phone calls daily and pleasantly welcomed visitors to office.
  • Supported clerical needs of company director and management, including taking messages, scanning documents and routing business correspondence.
  • Served as central point of contact for all outside vendors needing to gain access to building.
  • Filed and retrieved records to support business needs and boost team productivity.
  • Collected payments, issued receipts and updated accounts to reflect new balances.

Resource Coordinator

Repploy Putting Ability First
Hampton Park, Victoria
02.2014 - 03.2015
  • Answered phones to direct callers, schedule appointments and provide general office information.
  • Communicated with patients via phone and email.
  • Informed or directed visitors and parents to appropriate offices.
  • Wrote email messages, memos and business letters for management and proofread all documentation to provide error-free correspondence.
  • Entered invoice data into company's system and updated details, including customer contacts and delivery dates to keep information current.
  • Handled and processed confidential patient information.
  • Contacted customers via phone and email to confirm appointments and follow up with inquiries.
  • Planned and executed weekly activities for patients.
  • Monitored multiple databases to keep track of all company inventory.

Professional Cleaner

SpicNSpan Cleaning Services
Langwarrin, Victoria
04.2012 - 06.2014
  • Protected floors and fixtures with correct application of solutions and use of cleaning equipment.
  • Handled, used and stored hazardous chemical cleaners correctly to prevent injury or illness.
  • Organized supplies for efficient use based on expected customer needs.
  • Interacted pleasantly with clients and patrons when performing daily duties.
  • Washed and polished glass windows and doors to keep entryways clear and professional.
  • Collected trash from receptacles and surfaces, discreetly removing items for disposal.
  • Used  cleaning products for sanitizing bathrooms and kitchens to reduce spread of germs and prevent illness
  • Maintained exceptional client satisfaction by working closely with general manager and reporting feedback from customers.
  • Swept and damp-mopped private stairways and hallways.
  • Thoroughly cleaned offices, including rooms, lobbies, lounges and restrooms to maintain organized and welcoming environment.
  • Followed proper handling procedures for chemical cleaners and power equipment to prevent damage to floor and fixtures.
  • Cleaned, sanitized and restocked bathrooms  to keep facilities fresh.
  • Provided detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
  • Completed cleaning tasks while spending majority of day walking, twisting, bending, pushing and kneeling to get job done.
  • Dusted and vacuumed assigned rooms, wiped baseboards, removed scuff marks and cleaned mirrors, toilets, sinks, showers, tubs and marble floors daily.

Process Worker

Inghams Chickens
Somerville, Victoria
08.2010 - 12.2011
  • Checked specifications to accurately weigh and mix ingredients.
  • Sorted and packaged completed products each shift for further processing or shipment.
  • Examined final products to check conformance with quality standards and production tolerances.
  • Wrapped items, placed in boxes and added proper labeling to prepare for shipment.
  • Recognized and reported defective material and equipment to supervisor for immediate remediation.
  • Inspected finished products for quality and adherence to customer specifications.

Cashier

Ritchies IGA Narre Warren
Narre Warren, VIC
05.1995 - 02.1999
  • Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers.
  • Helped customers update accounts, sign up for new services and take advantage of special offers.
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Helped customers find specific products, answering questions and offering advice.
  • Reduced company risk and complied with regulations by properly verifying customer identification for alcohol or tobacco purchases.
  • Worked closely with front-end staff to assist customers.
  • Counted large volumes of money manually and with bill- or change-counting devices.
  • Maximized customer satisfaction by assisting customers complete purchases, locate items and sign up for rewards programs.
  • Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.

Crew Member

McDonald's
Narre Warren, Victoria
09.1992 - 01.1995
  • Maintained and clean and tidy dining area, including tables, outdoor patio and condiment stations.
  • Verified order accuracy and delivered to guests in a timely and friendly fashion.
  • Illustrated proper food handling safety protocols at all times.
  • Demonstrated accurate cash handling and sales, including cash debit and credit transactions.
  • Communicated with customer to provide menu offering details and assist with decision-making.
  • Prepared food items, including sandwiches and other products to meet customer specifications.
  • Complied with safety and sanitation guidelines to ensure the health and wellbeing of customers and other staff. 
  • Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
  • Executed all daily tasks and assisted other team members when needed.
  • Organized food preparation stations and replenished supplies to maximize efficiency.
  • Assisted customers, including answering questions and preparing orders.
  • Delivered superior customer service focused on quality and meeting customer needs quickly and efficiently.
  • Interacted with customers while taking orders and promoted a positive image for the business through excellent customer service.
  • Served shoppers promptly, courteously and professionally.
  • Greeted all customers.
  • Balanced tills, handled cash, processed credit card payments.
  • Answered phones politely and promptly, accurately recording and confirming reservations.
  • Suggested additional items and offered samples of weekly promotional items to increase store sales.
  • Executed cash transactions quickly and accurately.
  • Swept floors and maintained sweep logs.

Education

Eumemmerring
Hallam, VIC
1993

Skills

  • Customer service
  • Purchase Order processing
  • Cleanliness and sanitation
  • Customer assistance
  • Family engagement
  • Nutrition support
  • Social integration
  • Customer relations
  • Database entry
  • Dedicated team player
  • Initiative to work independently
  • Behavioral support
  • Personal care assistance
  • Self-advocacy support
  • Recreational activities
  • Documentation ability
  • Transportation assistance
  • Disability awareness
  • Individualized support
  • Budgeting and finance
  • Client advocacy
  • Life skills training

hobbies

My partner and i currently reside in Pakenham, we are about to embark on a tree change. 

We are a blended family of 6 children who have all left the nest. I really enjoy it when all the kids come home on a weekend night to eat good food and watch the footy. I spend a lot of  time with family and friends. Love to watch movies, read novels and go to the theater.  I like to surround myself with honest, thoughtful and kind people who love to laugh. A night out at the comedy club or a comedy festival would have to be one of my favorite activities. I consider my self to be bubbly and friendly, i find talking to people i don't know quite easy, I get along with most people and prefer to focus on positive attributes of people. 

My life motto would have to be:

                       ' when you cant change the direction of the wind, adjust your sails'

Timeline

Community Support Worker

Keen 2 Assist
01.2022 - Current

Duty Captain

Aligned Leisure
01.2021 - 02.2023

Waitress

Cardinia Beaconhills Golf Links
05.2018 - 01.2021

Office Assistant

Roadlinez
03.2015 - 03.2018

Resource Coordinator

Repploy Putting Ability First
02.2014 - 03.2015

Professional Cleaner

SpicNSpan Cleaning Services
04.2012 - 06.2014

Process Worker

Inghams Chickens
08.2010 - 12.2011

Cashier

Ritchies IGA Narre Warren
05.1995 - 02.1999

Crew Member

McDonald's
09.1992 - 01.1995

Eumemmerring

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Kelly Nicholson