Lisa Funston
Doreen,VIC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Nominated Supervisor/ Campus Manager
Discovery Bay ELC Bellfield
05.2024 - 10.2024
- Oversaw daily operations of the Centre, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Coached and mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Accomplished multiple tasks within established timeframes.
Nominated Supervisor/ Children’s Centre Coordinator- Parental Leave Cover
Joyce Avenue Children’s Centre
06.2021 - 12.2023
- Streamlined administrative processes, allowing for more efficient use of resources and better support for team.
- Resolved issues through active listening and open-ended questioning, reducing escalation of major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and submitted timesheets for staff to payroll.
- Delegated tasks to administrative support staff to improve office efficiency and facilitate succession planning.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Identified issues and updated processes to enhance customer experience.
Talent Advisor
Hudson RPO
04.2021 - 06.2021
- Performed Recruitment onboarding tasks for Education Client
- WFH
- Responsible for completing high volume, high demand tasks and reporting to Team Leader
- Leveraged data-driven insights to refine talent acquisition strategies and support informed decision making.
- Developed strong relationships with clients, understanding their unique needs and ensuring successful placements.
- Facilitated new employee onboarding, ensuring smooth transition into company culture and work environment.
- Collaborated with managers to identify and address employee relations issues.
Service Administrator/ Talent Advisor
Think/ NIDO Group
09.2019 - 03.2021
- Managed high volume of service requests, prioritizing tasks to meet deadlines consistently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Coordinated with multiple departments to ensure timely delivery of services, improving overall effectiveness.
- Provided exceptional support to clients, maintaining professionalism and empathy during all interactions.
- Streamlined service processes for increased efficiency by implementing an improved record-keeping system.
- Developed user-friendly guides for commonly-requested services, streamlining client self-service options while reducing call volumes.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Updated customer service database with new information, address changes and contact details.
Various Management Roles
YMCA Victoria Children’s Programs
01.2013 - 06.2019
- Worked effectively in fast-paced environments.
- Managed and motivated employees to be productive and engaged in work.
- Self-motivated, with a strong sense of personal responsibility.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Educator
Knaith Road Community Child Care
01.2003 - 01.2012
- Built relationships and communicated with parents to provide best learning environment for children.
- Collaborated with colleagues to develop and revise curriculum, enhancing learning experience.
- Monitored student progress and adjusted instruction to meet individual needs.
- Collaborated with adults and children to provide safe and educational experience.
- Developed and implemented engaging lesson plans to keep learner attention.
- Chose materials and developed lesson plans to enhance skills for individual students.
- Met regularly with team of teachers to discuss best practices and develop innovative teaching strategies.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Scheduled conferences with parents to discuss students' progress and classroom behaviour.
- Adapted teaching methods and materials to meet students' varying needs.
- Boosted cultural awareness by incorporating children's literature from world cultures.
- Helped students explore concepts with engaging, learning-focused activities.
- Fostered student curiosity and interest through creative hands-on activities.
- Enhanced student critical thinking skills through problem-based learning activities.
- Engaged in continuous professional development to stay current with educational research and pedagogical strategies.
- Adapted teaching methods and materials to meet evolving standards and benchmarks of education system.
- Established strong relationships with parents through regular communication, fostering a supportive network for student success.
Education
Diploma - Early Childhood Education And Care
Workplace Traineeship
Workplace Traineeship01.2008
Certificate III - Early Childhood Education And Care
Workplace Traineeship
Workplace Traineeship01.2006
Certificate - Leading People in Early Childhood Settings
Bastow Institute of Educational Leadership
North Melbourne, VIC07-2015
Skills
- Coaching and mentoring
- Schedule development
- Multitasking
- Team building and team leadership
- Professionalism and customer relationship management
- Conflict Resolution and problem-solving aptitude
- Time management, reliability and adaptability
- Crisis Management, regulatory compliance, resilience
Accomplishments
- Supervised team of 30+ staff members.
- Telephone Service - Professionally processed 50+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with services by doing follow-up calls, emails and face to face catch ups.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of service complaints and customer satisfaction.
- Customer Relations - Earned highest award for customer satisfaction, company-wide.
Certification
- CPR/AED Certification
- Victorian Driver's License
- First Aid Certification
- Mandatory Reporting
- DoFood Safely
- WWCC Victoria exp 09.07.2028
- Criminal History Check April 2024
- Coach and Mentor Training Program Department of Education October 2024
YMCA Victoria Customer Service Award 2018
This award is hotly contested annually and is nominated by Peers. I was nominated by people in various sectors in YMCA Vic and the judging is done by selection committee comprising leaders from different areas. Finance, leisure, IT, marketing, children's programs, camps, youth services etc. I am very proud to be a recipient.
Work Availability
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Timeline
Nominated Supervisor/ Campus Manager
Discovery Bay ELC Bellfield
05.2024 - 10.2024
Nominated Supervisor/ Children’s Centre Coordinator- Parental Leave Cover
Joyce Avenue Children’s Centre
06.2021 - 12.2023
Talent Advisor
Hudson RPO
04.2021 - 06.2021
Service Administrator/ Talent Advisor
Think/ NIDO Group
09.2019 - 03.2021
Various Management Roles
YMCA Victoria Children’s Programs
01.2013 - 06.2019
Educator
Knaith Road Community Child Care
01.2003 - 01.2012
Diploma - Early Childhood Education And Care
Workplace Traineeship
Certificate III - Early Childhood Education And Care
Workplace Traineeship
Certificate - Leading People in Early Childhood Settings
Bastow Institute of Educational Leadership
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