Kerry Graham
Wakerley,QLD
Summary
Self-motivated Support Co-ordination brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Results-oriented Support Manager offering 25 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Outgoing Support Co-ordination with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
Work History
Support Coordinator
Communify Queensland
01.2018 - Current
- Worked with other departmental staff to answer questions and resolve problems.
- Maintained and verified accuracy of records and generated miscellaneous reports.
- Coordinated meetings and events for internal and external groups.
- Scheduled appointments and meetings for director and stakeholder team meetings
- Performed general administrative duties by mailing and shipping materials, maintaining legal postings and creating and publishing employee communications.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
- Monitored employee and customer interactions to assess quality of service.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Managed specialist team to provide technical assistance and customer service.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Developed and maintained relationships with customers to enhance customer satisfaction.
Support Coordinator
Queensland Health
01.2003 - 01.2023
- Assisted management with special projects to complete all tasks by deadlines.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Maintained databases and contact lists to keep important contact information accurate and up to date.
- Maintained office calendars to track important dates and deadlines.
- Prepared detailed documents and reports in adherence administrative processes.
- Coordinated and scheduled meetings and appointments to keep organization running smoothly.
- Monitored and ordered office supplies to keep office stocked with resources necessary to function smoothly.
- Developed and implemented organizational systems to streamline daily operations.
- Greeted visitors with professionalism and enthusiasm to provide support and direct guests to appropriate department.
- Created presentations and other materials to support organizational activities.
- Monitored and directed incoming mail and prepared outgoing mail.
- Worked closely with others to accomplish timely invoicing and accounts receivables.
- Collaborated in timely processing of billing and accounts receivables.
- Created and maintained detailed records of office expenses to accurately predict future budget requirements.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Kept high average of performance evaluations.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Managed and Supported organisation in the Community Services in the fields of Aged Care, Disability Sector, Disability Employment Sector, Youth Work, Indigenous Health, Mental Health and Drug and Alcohol Programs, Clients with Challenging Behaviours and Restrictive Practise Protocols, NDIS Participants, Psychiatric Institutions, Welfare and Community Groups, Dementia and Palliative Care Services established and set up services for these listed organisations
Support Coordinator
Disability Services Queensland
01.2000 - 01.2003
- Monitored progress and documented patient health status changes to keep care team updated.
- Developed rapport to create safe and trusting environment for care.
- Promoted community integration by providing extensive physical, emotional and social support.
- Reported child abuse in accordance with legal standards of mandatory reporters.
- Visited home environments to help clients develop comprehensive life, technical and job skills.
- Planned, promoted and managed parent workshops on assisting children in attaining academic success.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
- Maintained detailed case histories, metrics and reports to meet strict standards.
- Facilitated family meetings to ensure communication and collaboration between family members.
- Intervened in crisis situations and consoled children experiencing emergencies and disruptive incidents.
- Contributed to court proceedings, advocating for family's best interests and recommending balanced solutions.
- Completed comprehensive assessments of families to identify needs and develop treatment plans.
- Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioural needs.
- Implemented research-based interventions and strategies to support positive behaviour and social-emotional development.
- Collaborated with school personnel, parents and mental health providers to maintain comprehensive and integrated approach to student services.
- Developed and implemented strategies to reduce and prevent family conflict.
- Developed and implemented programs to support children's mental health and well-being.
- Worked with educational team to develop Individual Education Plans (IEPs) for students.
- Arranged medical and psychiatric tests to identify difficulties and indicate potential remedial approaches.
- Facilitated groups to address specific needs such as grief and loss, anger management and social skills.
- Lead individualized and group counselling sessions with children and families.
Administrative Assistant
Centrelink
01.1997 - 01.2000
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Assisted development and implementation of new administrative procedures.
- Developed strategies to streamline and improve office procedures.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Volunteered to help with special projects of varying degrees of complexity.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Education
No Degree - Health Administration
Tafe Queensland Sunshine Coast
Birtinya QLD01.2023
No Degree -
Blue Card And Yellow Card
Commission Of QLD01.2023
No Degree -
First Aid And CPR
Brisbane, QLD01.2023
No Degree - Medication Management, Manuel Handling, WHS
Queensland Health
Brisbane, QLD01.2023
No Degree -
Federal Police Check
Queensland2023
No Degree - Certificate IV - Aged Care
Training Consultancy Service
Brisbane, QLD01.2021
Bachelor of Business Admin. - HR And Marketing
Queensland University of Technology
Brisbane, QLD01.2010
No Degree - Indigenous Health, NDIS Modules, Aged Care Modules
NDIS Certificate Queensland Health
Brisbane, QLD01.2010
No Degree -
Diploma of Counselling
Brisbane, QLD01.2005
No Degree -
JP Qual
Brisbane Magistrates Court01.2003
No Degree - Advocacy Trainer
DSQ Wooloowin
Brisbane01.2002
No Degree - 3 Year Traineeship - Community Services
Home Life Traineeship - Traineeship (Disability)
Brisbane, QLD01.2002
Skills
- Service Accounts
- Professional Development
- CPT Coding
- Judgment and Decision-Making
- Document Management System Software
- Customer Accounts Management
- Individualized Support
- Criminal Law
- Microsoft Access
- Coordination
- Strategic Alliance
- Social Justice
- Microsoft Outlook
- Personally Identifiable Information
- Service-Orientation
- Developmental Disabilities
- Persuasion
- Monitoring
- Work Scheduling Software
- Writing
- Learning Strategies
- Social Support
- Administrative Support
- Microsoft Internet Explorer
- Project Support
- Office Support
- Data Communications
- Systems Evaluation
- Team Meeting Facilitation
- Residential Support
- Speaking
- Preparing Summaries
- Team Support
- Reading Comprehension
- Management Support
- Management of Personnel Resources
- Office Supplies and Inventory
- Microsoft PowerPoint
- Microsoft Project
- Meal Cooking
- Customer Inquiries
- Case Support
- Manage Budgets
- Labor Legislation
- Client Needs Assessment
- Project Management
- Microsoft Windows
- Workflow Processes
- Care Coordination Support
- Microsoft Word
- Individualized Service Plans
- Team Goals
- Complex Problem-Solving
- Employee Support
- Cost Management
- Customer Satisfaction
Photography, Travel, Growing and Breeding Orchids, Volunteering at Homeless Shelter Programs
Work, Life Balance Goals
Additional Information
Referees:
1. Matt Langford - Multicap (Acting Team Leader): 04236 51 457
2 - Laura Collins - Multicap (Senior Team Leader): 04976 45596
3- Marco Williams - Communify (Manager): 0448 213 103
Timeline
Support Coordinator
Communify Queensland
01.2018 - Current
Support Coordinator
Queensland Health
01.2003 - 01.2023
Support Coordinator
Disability Services Queensland
01.2000 - 01.2003
Administrative Assistant
Centrelink
01.1997 - 01.2000
No Degree - Health Administration
Tafe Queensland Sunshine Coast
No Degree -
Blue Card And Yellow Card
No Degree -
First Aid And CPR
No Degree - Medication Management, Manuel Handling, WHS
Queensland Health
No Degree -
Federal Police Check
No Degree - Certificate IV - Aged Care
Training Consultancy Service
Bachelor of Business Admin. - HR And Marketing
Queensland University of Technology
No Degree - Indigenous Health, NDIS Modules, Aged Care Modules
NDIS Certificate Queensland Health
No Degree -
Diploma of Counselling
No Degree -
JP Qual
No Degree - Advocacy Trainer
DSQ Wooloowin
No Degree - 3 Year Traineeship - Community Services
Home Life Traineeship - Traineeship (Disability)
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