Nicole Silby
Burpengary,Queensland
Summary
Experienced Support Worker/Senior Team Leader/Service Coordinator knowledgeable about safe patient ambulation, personal grooming assistance and housekeeping. Remains current on relevant medical conditions and working with qualified healthcare staff to maximize care. Devoted to patient physical comfort and emotional support.
Direct care professional well-versed in assisting individuals to meet medical and emotional needs. Trained in appointment, medication and household management. Devoted to providing companionship and attentive care.
Reliable employee Offering excellent communication and good judgment.
Excellent reputation for resolving problems and improving customer satisfaction. Able to conference with Stakeholders to ensure clients are well cared for with a person centred approach.
Overview
16
16
years of professional experience
Work History
Bakery Manager
Woolworths Group
Queensland
- Maintained cleanliness and hygiene in bakery premises.
- Managed all baking operations professionally and handled all problems confidently.
- Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise and team performance.
- Arranged bakery displays to showcase baked goods, cakes and pies to drive product sales.
- Maintained and controlled inventory of baked goods.
- Baked consistent quality items by accurately mixing, dividing, shaping and proofing.
- Verified functionality and code compliance of cooking equipment and utensils for optimal customer protection.
- Established performance goals and empowered bakers to exceed targets.
- Oversaw food preparation and monitored safety protocols.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Motivated staff to perform at peak efficiency and quality.
Delicatessen Manager
Coles Supermarket
Queensland
- Controlled inventory costs by carefully managing portion control and reducing waste.
- Achieved high customer satisfaction ratings with thorough training and effective customer service policies.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
- Reviewed pricing and ordered food ingredients, kitchen appliances and supplies.
- Developed special promotions to increase revenues.
- Monitored food preparation, production and plating for quality control.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
Customer Support Coordinator
Let's Connect
Brisbane, QLD
03.2024 - Current
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Collaborated with cross-functional teams to improve overall product quality and customer experience.
- Maintained detailed records of customer interactions, identifying trends to inform continuous improvement efforts.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Upheld strict confidentiality standards when handling sensitive customer information, instilling trust among clientele.
- Determined job urgency and priorities to satisfy customer requirements.
Service Coordinator
Accordcare
Brisbane
09.2022 - 03.2024
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Streamlined service coordination processes for improved team productivity and response times.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Implemented quality control measures to ensure consistent standards across all services provided.
- Boosted overall team performance by delivering ongoing training sessions on best practices in customer service and technical skills.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Drove continuous improvement initiatives within the team, fostering a culture of excellence and consistently exceeding client expectations.
- Participated in meetings and discussions with internal and external stakeholders.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Frequently inspected production area to verify proper equipment operation.
Senior Team Leader
Accordcare
Brisbane, QLD
10.2022 - 03.2023
- Set clear team goals and delegated tasks and set deadlines.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Discovered training needs and provided coaching.
- Produced weekly, daily and monthly activity reports and forecasts.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Managed inventories and stock and kept detailed records of inventory use and sales.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Frequently inspected production area to verify proper equipment operation.
- Generated reports detailing findings and recommendations.
- Oversaw maintenance and accuracy of health records in compliance with reporting requirements.
- Reviewed program reports to monitor compliance in health services and other program areas.
- Implemented and coordinated health services to meet disability standards.
- Developed written plan and procedures for implementing health services component of program.
- Maintained detailed records of patient progress, documentation of services and case notes.
- Collaborated with healthcare providers to drive continuity of care.
- Worked with medical teams, patients and families to implement effective treatment plans.
- Assessed risk factors of patients and made referrals for further services.
Disability Support Worker
ONCALL Group
Strathpine , QLD
02.2022 - 09.2022
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.
- Kept accurate records for client files and handled related paperwork.
- Adhered to company requirements for patient interactions and care standards.
- Kept detailed daily logs with care actions, patient behaviors and incidents.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Drove clients safely to social activities and appointments.
- Maintained safety with tidy, clean and hazard-free home environments.
- Checked medication schedules and patient needs to enforce medication administration standards team-wide.
- Provided high level of physical support by lifting, adjusting and moving clients.
- Prepared nutritious meals to meet individual dietary needs for clients.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Conferred with supervisor to discuss patient condition and medical care.
- Entertained, conversed and read aloud to keep patients mentally alert.
- Transported patients via wheelchair to and from rehabilitation and daily activities.
- Worked with children and parents to closely monitor and record social, behavioral and academic growth.
Disability Support Worker
Hireup
Burpengary , QLD
03.2019 - 02.2022
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.
- Kept accurate records for client files and handled related paperwork.
- Adhered to company requirements for patient interactions and care standards.
- Kept detailed daily logs with care actions, patient behaviors and incidents.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Drove clients safely to social activities and appointments.
- Maintained safety with tidy, clean and hazard-free home environments.
- Prepared nutritious meals to meet individual dietary needs for clients.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Designed individualized plans detailing daily activities and needs for patients.
- Entertained, conversed and read aloud to keep patients mentally alert.
- Collaborated with parents on home care and support for children with disabilities.
- Worked with children and parents to closely monitor and record social, behavioral and academic growth.
- Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
Disability Support Worker
Private Practice
Queensland
09.2008 - 02.2022
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.
- Kept accurate records for client files and handled related paperwork.
- Kept detailed daily logs with care actions, patient behaviors and incidents.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Drove clients safely to social activities and appointments.
- Maintained safety with tidy, clean and hazard-free home environments.
- Provided high level of physical support by lifting, adjusting and moving clients.
- Prepared nutritious meals to meet individual dietary needs for clients.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Transported patients via wheelchair to and from rehabilitation and daily activities.
- Collaborated with parents on home care and support for children with disabilities.
- Worked with children and parents to closely monitor and record social, behavioral and academic growth.
- Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
- Communicated child needs to teachers, doctors and parents to increase child health and happiness.
Disability Support Worker
Mable
QLD
06.2019 - 07.2021
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Drove clients safely to social activities and appointments.
- Maintained safety with tidy, clean and hazard-free home environments.
- Provided high level of physical support by lifting, adjusting and moving clients.
- Prepared nutritious meals to meet individual dietary needs for clients.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Designed individualized plans detailing daily activities and needs for patients.
- Entertained, conversed and read aloud to keep patients mentally alert.
- Transported patients via wheelchair to and from rehabilitation and daily activities.
- Collaborated with parents on home care and support for children with disabilities.
- Worked with children and parents to closely monitor and record social, behavioral and academic growth.
Education
Diploma - Counciling
Australian Community College
Certificate III - Disability
Skills Generation
Certificate IV - Disability
Skills Generation
Skills
- Progress Monitoring
- Appointment Organization
- Conflict Resolution
- Originality and Creativity
- General Housekeeping
- Daily Logs
- Medication Schedules
- Independent Living Support
- Daily Living Requirements
- Housekeeping Duties
- Creative Thinking
- Mental and Physical Exercise
- Incident Reports
- Time Management
- Appointment Transportation
- Emotional Support
- Computer Skills
- Care Documentation
Timeline
Customer Support Coordinator
Let's Connect
03.2024 - Current
Senior Team Leader
Accordcare
10.2022 - 03.2023
Service Coordinator
Accordcare
09.2022 - 03.2024
Disability Support Worker
ONCALL Group
02.2022 - 09.2022
Disability Support Worker
Mable
06.2019 - 07.2021
Disability Support Worker
Hireup
03.2019 - 02.2022
Disability Support Worker
Private Practice
09.2008 - 02.2022
Bakery Manager
Woolworths Group
Delicatessen Manager
Coles Supermarket
Diploma - Counciling
Australian Community College
Certificate III - Disability
Skills Generation
Certificate IV - Disability
Skills Generation