Naomi Wallace
Team Leader Puppy Development - Guide Dogs Victoria
Mooroolbark
Summary
Organised and dependable candidate successful at managing multiple priorities with a positive attitude.
Skilled in variety of software, data bases and cloud-based platforms. Experience in accessibility for people living with low vision and blindness.
History of working in a disability field which promotes individual independence goals, supporting self advocacy and also linking clients to external organisation such as Blind Citizens to support their advocacy needs.
Experience working remotely during Covid pandemic, whilst successfully meeting business needs, due to self motivation and by being an innovative and flexible employee.
Overview
29
29
years of professional experience
Work History
Team Leader Puppy Development
Guide Dogs Victoria
11.2018 - Current
- Team Leader for a team of 10, includes Administration Coordinator, Therapy dog specialist and Puppy Development Advisors.
- Monitor team performance and provided constructive feedback to increase productivity and maintain quality standards, through monthly supervision.
- Work with team to identify areas of improvement and devise solutions based on findings.
- Supervise team members to confirm compliance with set procedures and quality requirements, such as policies and procedures, mandatory training.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed, monitoring caseloads, approving reports and onboarding documentation for volunteers.
- Develop strategies to recruit and retain 350 volunteers to support the Puppy Raising Program.
- Respond to any complaints or grievances.
- In conjunction with the Marketing department, coordinate the department’s public relations activities.
- Contribute to the development of the department’s annual budget and track performance against monthly targets and maintain costs within budget.
- Coordinate and participate actively in general staff meetings and share information to improve the work environment and outcomes across the organsation.
- Demonstrate initiative and contribute to ideas for improving ways of working and generating ideas for innovation within the department and across the orgnisation, including the improvement of Sales Force CRM.
- Collaborate with Human Rescourses to maintain work practices for health, safety and wellbeing of staff, and manage risks within area of responsibility for team and volunteers and contribute to their effective control.
- Manage the implementation of quality systems within the department, and ensure that quality outcomes are achieved.
- Manage work practices within area of the department which align with the International Guide Dog Federation standards, which includes a bi annual audit from the IGDF.
Client Services Coordinator
Guide Dogs Victoria
6 2017 - 11.2018
- Managed Peer Support Program for volunteers
- Case Management of new referrals for people living with low vision or blindness, linking to relevant support services within the organisation; orientations and mobility, occupational therapy, orthoptics, technology services.
- Fee for service referrals to NDIS and My Aged care
- Enhanced client satisfaction by promptly addressing and resolving concerns through effective communication.
- Developed strong relationships with clients by providing exceptional customer support and maintaining open lines of communication.
- Leveraged advanced knowledge in company products/services so as to effectively guide clients, resulting in increased usage of our offerings and overall customer satisfaction.
- Trained new Client Services Coordinators on best practices by offering hands-on guidance through shadowing sessions and frequent check-ins, fostering a well-informed and cohesive team dynamic.
- Helped large volume of clients every day with positive attitude and focus on customer satisfaction.
- Responded to client calls and emails to answer questions about products and services.
- Maintained and managed client files and databases.
Team Leader Client Services and Innovation
Guide Dogs Victoria
07.2015 - 06.2017
- Managed Peer Support Program for people living with low vision and blindness
- Managed a Peer Support Program for volunteers
- Case Management of new referrals, linking to relevant support services; orientation and mobility, occupational therapy, orthoptic, technology services.
- Fee for service coordination, NDIS, My Aged Care, Department of Veterans Affairs and TAC.
- Client services administration supervisor
- Built strong relationships with clients through positive attitude and attentive response.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Mentored and guided employees to foster proper completion of assigned duties.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Evaluated staff performance and provided coaching to address inefficiencies.
Orientation and Mobility’s Group Program Facilitator
Guide Dogs Victoria
07.2013 - 07.2015
- Administrator of group programs for clients living with low vision and blindness for both adult and children programs.
- Included sourcing accommodation, guest speakers and catering
- Managed applications process, liaising with clients, teachers and parents to ensure a full understanding of each participant’s medical information and management plan during program duration.
- Implemented and maintained an external partnership with ABLE Australia, developing and provision of a Pet as Therapy Program.
- Relief cover for the management of a client residence, including staff supervision and support during client in house programs.
- Monitored field trips and special events to maintain safety and increase attendee retention.
- Assisted management in optimising program content for improved participant satisfaction and learning outcomes.
- Tracked and reported expenses accurately to manage program budgets.
- Safety talks when inducting new clients to the facility based program
- Emotional and wellbeing support to clients living in residence for a four week program.
Puppy Raising Coordinator
Guide Dogs Victoria
01.2005 - 01.2012
- Coordinate a department of 5 staff and 150 volunteers, training and temperamental development of pups from the age of 7 weeks – 15 months.
- Volunteer induction, training and management
- Presentations
- Public speaking
- International conference attendance and presenter
- Media - T.V, radio and newspaper interviews
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering an unified approach toward shared goals.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coached employees through day-to-day work and complex problems.
- Oversaw scheduling tasks efficiently, ensuring optimal staff coverage during peak times without sacrificing quality of service delivery.
Puppy Raising Advisor
Guide Dogs Victoria
01.2003 - 01.2005
- Trained, mentored and supported volunteers to care for puppies from 7 weeks of age to 14 months of age.
- Managed a personal case load of 30-40 volunteers.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Delivered informative presentations, educating prospective volunteers on tasks within their volunteer roles
- Delivered informative presentations at seminars, educating prospective clients on personal finance topics such as retirement planning or wealth management strategies.
- Produced detailed reports outlining key issues and proposed solutions.
- Assisted in the development of training materials for new advisors and volunteers, improving outcomes and success rate of pups on program.
- Developed and maintained strong relationships with other industry professionals such as guide dogs breeding program, guide dog trainers and orientation and mobility instructors to ensure the quality of dogs we provide to met industry standards and support client needs.
Responsible Pet Education Officer
Department of Primary Industries
01.2003 - 01.2004
Casual Animal Nurse
Guide Dogs Victoria
01.2001 - 01.2003
Bookkeeper
Self Employed Family Painting Business
01.1996 - 01.2001
Education
Associate Diploma - Business
Box Hill College of TAFE
Advanced Certificate - Office Administration
Box Hill College of TAFE
Skills
Team Supervision
Teamwork and Collaboration
Client focused service
Problem-Solving
Mentoring
Quality Improvement
Leading Team Meetings
Onboarding and Orientation
Team building
Time Management
Self Motivation
Adaptability and Flexibility
Continuous Improvement
Professionalism
Relevant certificate
Certificate IV Work Place Training and Assessment, ASCET TAFE, 2006
Relevant workshops
- Managing for results, ResolutionsRTK, 2009
- Workplace Behaviour Workshop, ResolutionsRTK, 2007
Personal development opportunities
- International Guide Dog Federation Conference, London UK, Recruitment and Retention of volunteers, 2008
- Pet Loss and Grief, Centre for Grief Management Monash University seminar, 2005
Vocational education
- Diploma, counselling, AIPC Australian Institute of Professional Counselling, current
- Diploma, Management, RMIT University/Guide Dogs Victoria, 2011
Referees
- John Gosling OA, Chairman, Development Committee, International Guide Dog Federation, Guide Dog Service Advisor (Guide Dogs Victoria) - Retired.
- Rachel Henningham, ABI Orientation and Mobility Practitioner, Guide Dogs Victoria - Maternity leave.
- Belinda Gant, Accountant, Guide Dogs Victoria - now employed by Westfield's Knox Victoria.
- Paul Lemlin, past Guide Dogs General Manager for Victoria and NSW
All contact information provided on request
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Proficient Sales Force user
- Proficient Microsoft Word user
- Proficient Preceda user for payroll and annual leave
- Proficient Flexipurchase user for expense reimbursement, credit card substantiation
- Proficient ELMO users a cloud based HR system, assists with PDR annual reviews and mandatory training.
Hobbies
- Bush walking: I love to get into nature with my partner and golden retriever, revitalising and enjoying exercise in beautiful surroundings.
- Parkrun: Community activity 5 km walk or run every Saturday. I have participated world wild when travelling, attend regularly at Lilydale Parkrun.
- Yoga: Wellness through movement and mindfulness.
- Dog walking: with my own pet dog and friends and their dogs.
Timeline
Team Leader Puppy Development
Guide Dogs Victoria
11.2018 - Current
Team Leader Client Services and Innovation
Guide Dogs Victoria
07.2015 - 06.2017
Orientation and Mobility’s Group Program Facilitator
Guide Dogs Victoria
07.2013 - 07.2015
Puppy Raising Coordinator
Guide Dogs Victoria
01.2005 - 01.2012
Puppy Raising Advisor
Guide Dogs Victoria
01.2003 - 01.2005
Responsible Pet Education Officer
Department of Primary Industries
01.2003 - 01.2004
Casual Animal Nurse
Guide Dogs Victoria
01.2001 - 01.2003
Bookkeeper
Self Employed Family Painting Business
01.1996 - 01.2001
Client Services Coordinator
Guide Dogs Victoria
6 2017 - 11.2018
Associate Diploma - Business
Box Hill College of TAFE
Advanced Certificate - Office Administration
Box Hill College of TAFE
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