Kirsten Payne
Sydney,NSW
Summary
A hardworking and compassionate professional, that is up for a challenge. With the ability to work well individually or as part of a team and always strive to use my personal skills to ensure my clients are well looked after and always happy.
Moving from IT into Disability Support work has been challenging and rewarding. I've learnt a lot and feel I can do more for the industry if given the opportunity.
My extensive Call Centre and Management experience, can bring a lot to a business if given the opportunity.
Overview
18
18
years of professional experience
Work History
Disability Support Worker
Premier Care
04.2023 - Current
- Service on average 10 different regular clients with disabilities and their families to implement effective treatment plans.
- Maintain safety, with tidy, clean, and hazard-free home environments and report cases where required
- Facilitate community integration for clients by organising outings, social events, and other opportunities for community engagement.
- Prepare nutritious meals to meet individual dietary needs for clients.
- Provided assistance in the home with daily living activities by dressing, grooming, bathing, and toileting patients.
- Bowel Care Experience
- Transported patients, some in wheelchairs to and from rehabilitation and daily community activities.
- Assess risk factors of patients and made referrals for further services to senior staff.
- Maintain detailed records of patient progress, documentation of services and case notes. Sometimes needing to adjust support strategies as needed to maximise desired outcomes.
- Organised personalised plans by way of outlining daily activities and needs for patients and arranging suitable shift times to accomodate longer activities and outings.
- Day trips with clients for outings with significant travel times.
- General cleaning of the home, running errands, manage laundry, and complete weekly grocery shopping.
- Monitored client vital signs, administered medications, and tracked behaviours to keep healthcare supervisor well-informed.
- Advocated fiercely on behalf of clients when necessary to ensure their rights were respected in various settings such as education or healthcare environments.
- Provided emotional support to clients during challenging personal times, fostering resilience and coping skills.
- Passionate about learning and committed to continual improvement.
- Demonstrate a high level of initiative and creativity while tackling difficult tasks.
- Adhere to company requirements for patient interactions and care standards.
Software Project Manager
Jeal Computer Services
01.2019 - 04.2023
- Developed detailed project plans, outlining clear objectives, timelines, and deliverables for IT projects.
- Negotiated and managed third-party contracts related to project deliverables.
- Mentored team members in best practices to enhance their skills and contribute better to the overall performance of each project.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Organising invoicing to be actioned throughout various milestones of the project, ensuring payment was made at each phase.
- Oversaw test plans to validate accuracy of produced software.
- Worked with Quality Assurance team to ensure test plans were carried out and failed items returned to development without delay.
- Met project deadlines without sacrificing build quality or workplace safety.
- Collaborated with external partners for outsourcing tasks when necessary without compromising quality or timeliness where possible.
- Provided detailed project status updates to stakeholders and internal management.
- Partnered with project team members to identify and quickly address problems as they arose and prioritised accordingly.
- Built and maintained strong relationships with stakeholders, resulting in increased trust and collaboration on future projects.
- Reduced software development timeframes by identifying bottlenecks and optimizing the development process.
- Updated customers and senior leaders on progress and roadblocks.
- Wrote, updated and maintained project documentation.
- Documented trained and managed project roll outs with all departments
- Delivered reliable solutions by overseeing software design, development, testing, implementation, and support phases of most IT projects.
- Optimised internal processes through regular review meetings with team members aimed at identifying areas for improvement.
Software Support Manager
Jeal Computer Services
10.2015 - 01.2019
- Support team members in day to day escalations
- Monitoring call quality and discussing improvements with team members
- Hosting morning support team meetings and keeping minutes
- Proven ability to roll out new software releases including writing release notes and arranging training for each department
- Proven ability to develop and implement creative solutions to complex problems.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Organised and very detail-oriented with a strong work ethic.
- Proven ability to learn quickly and adapt to new situations.
- Gained extensive knowledge in data entry, analysis and reporting.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated leadership skills in managing projects from concept to completion.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked effectively in fast-paced environments.
- Acted as a team leader and team member in group projects, delegating tasks and providing feedback.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- High attention to detail while completing assignments.
Software Support Specialist
Jeal Computer Services
02.2007 - 10.2015
- Configured and tested new software and hardware.
- Enhanced team efficiency by streamlining support processes and implementing best practices for handling customer inquiries.
- Helped streamline processes with support manager and update procedures for support action & consistency.
- Patched software and installed new versions to eliminate security risks and protect data internally and externally
- Met with accountants and bookkeepers to assist in processing BAS submissions, Cash-Basis & Accruals
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and fellow staff.
- Conducted in house and on site training sessions for various types of users with varying knowledge and computer abilities.
- Presented at training seminars for new users of the software.
Receptionist
Jeal Computer Services
02.2006 - 02.2007
- Corresponded with clients through email, telephone, or post.
- Collected payments, processed transactions and updated relevant records.
- Facilitated clear communication between staff members by distributing memos and announcements in a timely manner.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Reduced incoming call response time by implementing an effective call routing system.
- Resolved customer problems and complaints.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Coordinated travel arrangements for executives, ensuring seamless itineraries that met all requirements.
- Assisted in planning of office events and meetings, ensuring smooth execution and positive outcomes.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained confidentiality of information regarding clients and company.
- Confirmed appointments, communicated with clients, and updated client records.
- Assisted in the onboarding of new employees by preparing orientation materials and providing guidance on company policies.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Education
Diploma - Family And Community Services
Open Colleges
05.2025
High School Diploma -
Caroline Chilholm College
Glenmore Park2005
Skills
- Training and mentoring
- Negotiation and Conflict Resolution
- Call Centre Management
- Client Satisfaction focused
- Project Planning
- Adherence to high customer service standards
- Workflow Development and Enforcement
- Administration and Reporting
- Quality Assurance
- Positive and Constructive Feedback
- Onboarding and Orientation
Timeline
Disability Support Worker
Premier Care
04.2023 - Current
Software Project Manager
Jeal Computer Services
01.2019 - 04.2023
Software Support Manager
Jeal Computer Services
10.2015 - 01.2019
Software Support Specialist
Jeal Computer Services
02.2007 - 10.2015
Receptionist
Jeal Computer Services
02.2006 - 02.2007
Diploma - Family And Community Services
Open Colleges
High School Diploma -
Caroline Chilholm College
Similar Profiles
Rabia SAJIDRabia SAJID
Support Worker at Premier CareSupport Worker at Premier Care
Mita TaumaloloMita Taumalolo
Disability Support Worker at Premier CareDisability Support Worker at Premier Care
Oscar ChaconOscar Chacon
Warehouse Assistant at Premier Care IncWarehouse Assistant at Premier Care Inc
Thomas RobbThomas Robb
Qualified Paramedic at NSW Ambulance ServiceQualified Paramedic at NSW Ambulance Service
Yunwen MAYunwen MA
Account Manager at TradeMax GlobalAccount Manager at TradeMax Global