Lisa Henning
Sydney
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
15
15
years of professional experience
Work History
Team Leader / Regional Manager
Bridge Housing
01.2024 - Current
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated teams of Housing Managers.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Support the Executive Board to deliver strategic and annual business plans
- Embed and maintain adherence to the Management Operating System (MOS) to deliver corporate Key Performance Indicators (KPIs) for staff reporting into the North region.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Develop and maintain strong networks, strategic partnerships and service level agreements with relevant services that improve outcomes for customers.
- Managing adherence to the Customer Service Standards, operational and corporate policy and effective complaints and appeals management.
- Ensure adherence to relevant laws and regulations affecting the sector and ensuring the WHS, safety and risk frameworks are implemented and maintained throughout the Region.
Team Leader
Bridge Housing Limited
09.2022 - 05.2023
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
Housing Manager
Bridge Housing
05.2019 - 09.2022
- Met with housing residents to answer questions, address concerns and clarify policies and procedures.
- Conducted Property inspections to identify safety issues and needed repairs.
- Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.
- Tracked and monitored rental payments for clients using SDM.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Generated professional networks by engaging in professional, industry and organizations.
- Calculated tenant rent amounts to prepare leases and contracts.
- Coordinated with local agencies to provide housing and prevent homelessness, decreasing homelessness.
Client Service Officer
Department Of Communities And Justice
05.2018 - 05.2019
- Management of a portfolio of 380 tenancy's
- Communicated with clients regarding account services, statements, and balances.
- Provided knowledgeable service and support for all customer needs.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Dental Assistant
Sparkling Dental
08.2016 - 04.2017
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Sterilized rooms and prepped equipment and instruments for procedures daily.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
Social Worker
BBS Himmelthal
05.2014 - 01.2016
- Management of a transitional living for unaccompanied minor asylum seekers
- Advocated for clients to assure respected rights and wishes.
- Interviewed clients, or groups to assess situations, limitations and issues and implement services to address needs.
- De-escalated stressful situations through individual and crisis interventions.
- Formulated treatment plan strategies with multidisciplinary teams to provide comprehensive and continuous care plan.
- Signposted resources for improved client and family access to mental health services.
- Collaborated with other professionals to plan and coordinate care for clients.
- Assist and support in day to day challenges
- Elaborate and write development reports
- Support and assistance during the Asylum Procedures
- Close cooperation with child protection services of German government
- Working as part of a multidisciplinary Team
Student - Addiction Counselling
Caritas Aschaffenburg
10.2011 - 05.2012
- Psychosocial advice centre for addiction issues
- Elaboration of an aid plan
- Observed and concisely described client behaviour and activities in medical context, advising on mental health concerns.
- Applied variety of psychological methods and techniques in screening, assessment and evaluation of clients.
- Encouraged participants to open up and share thoughts at group counselling sessions.
Medical Assistant
Dr. Heider/Dietl, Elsenfeld
07.2009 - 06.2013
- Assist physician and in exam room
- Ensure all related reports, labs and information is filed is available in patients’ medical records prior to their appointment
- Keep exam rooms stocked with adequate medical supplies, maintain instruments, prepare sterilization as required
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Obtained client medical history, medication information, symptoms, and allergies.
Education
to PresentAustralian Federal Police Working With Children Check -
Bachelor of Arts - Social Work
University of Applied Science
Darmstadt, Germany 08.2013
High School Diploma -
Vocational Baccalaureate Diploma
Offenbach 06.2010
Diploma of Nursing - Nursing Assistance
Vocational Training College
Miltenberg, Germany 09.2008
undefined
2008
Skills
- Microsoft Office/Word/Excel
- Cultural Awareness
- Calm and Professional Under Pressure
- Collaborative Environments
- Customer Care
- Verbal and Written Communication
Languages
German
Native or Bilingual
Timeline
Team Leader / Regional Manager
Bridge Housing
01.2024 - Current
Team Leader
Bridge Housing Limited
09.2022 - 05.2023
Housing Manager
Bridge Housing
05.2019 - 09.2022
Client Service Officer
Department Of Communities And Justice
05.2018 - 05.2019
Dental Assistant
Sparkling Dental
08.2016 - 04.2017
Social Worker
BBS Himmelthal
05.2014 - 01.2016
Student - Addiction Counselling
Caritas Aschaffenburg
10.2011 - 05.2012
Medical Assistant
Dr. Heider/Dietl, Elsenfeld
07.2009 - 06.2013
to PresentAustralian Federal Police Working With Children Check -
Bachelor of Arts - Social Work
University of Applied Science
High School Diploma -
Vocational Baccalaureate Diploma
Diploma of Nursing - Nursing Assistance
Vocational Training College
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