Nichole Brown
Tingalpa,QLD
Summary
Dynamic manager with a proven track record in high-volume switchboard operations. Skilled in staff supervision, team collaboration, and operational efficiency. Committed to maintaining exceptional customer service standards.
Overview
20
20
years of professional experience
Work History
Manager Switchboard Services
Princess Alexandra Hospital
Brisbane, QLD
07.2012 - Current
- Managed high-volume switchboard operations, handling over 3,500 calls daily.
- Supervised a 24/7 workforce of up to 30 staff members.
- Oversaw performance management, recruitment, conflict resolution, and OH&S compliance.
- Planned and allocated FTE budget for effective shift coverage, including emergent leave.
- Administered payroll and leave management using MYHR and supporting documentation.
- Enhanced operational efficiency by refining procedures based on staff feedback.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Monitored compliance with healthcare regulations to maintain high standards of patient care.
- Led change initiatives such as electronic rostering and updated training materials.
- Collaborated with multidisciplinary teams to support emergency protocols and readiness.
- Collaborated with multidisciplinary teams to foster a culture of teamwork and collaboration.
A04 TELECOMMUNICATIONS AND SYSTEM CO-ORDINATOR
Switchboard Services PAH
Brisbane, QLD
10.2010 - 07.2012
A03 Business Support Officer
Switchboard Services PAH
Brisbane, QLD
08.2007 - 10.2010
A03 Switchboard Administrator
Switchboard Services PAH
Brisbane, QLD
08.2005 - 08.2007
Education
Certificate - Management Development Program
MSHR Organisational And Development
PAH01-2024
Diploma - Health Science/Holistic Counseling
College of Natural Medicine
Brisbane01-2004
Skills
- Customer service and support
- Effective communication
- Problem solving
- Call management
- Staff supervision
- Team collaboration
- Networking strategies
- Relationship building
- Documentation and reporting
- Shift scheduling
- Compliance monitoring
- Procedure improvement
Timeline
Manager Switchboard Services
Princess Alexandra Hospital
07.2012 - Current
A04 TELECOMMUNICATIONS AND SYSTEM CO-ORDINATOR
Switchboard Services PAH
10.2010 - 07.2012
A03 Business Support Officer
Switchboard Services PAH
08.2007 - 10.2010
A03 Switchboard Administrator
Switchboard Services PAH
08.2005 - 08.2007
Certificate - Management Development Program
MSHR Organisational And Development
Diploma - Health Science/Holistic Counseling
College of Natural Medicine