Olivia Wright
Highett,VIC
Summary
Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Overview
9
9
years of professional experience
1
1
Certification
Work History
HEI Team Leader
Veritas House
05.2021 - 08.2023
- As a Team Leader, managed the workload of a team of 15+ staff by planning and scheduling work, allocating work to individuals and reviewing the work of others, and provided support and advice on complex, contentious cases by conducting research, reviewing relevant policies, and communicating with internal and external stakeholders
- Optimized case management support for clients, resulting in improved client outcomes with a more client-focused and trauma-informed approach
- Improved the response times to urgent issues to ensure that the services were adequately resourced and that client's needs were met in accordance with service agreements and policies and procedures
- Worked with the executive management team to ensure that SHS and HYAP stayed within the annual budget, and were compliant with the Service agreements and the policies and procedures of Veritas House
- Delivered strategic and operational objectives related to the Service Agreement
- Developed and led team meetings, conducted line management, and managed staff to ensure effectiveness and compliance with Veritas' key values and a client-focused approach
- Recorded data and statistics for the AIHW and other stakeholders
- Analyzed data in team meetings to identify areas of improvement for practice
- Lead a team of 6 HEI Assessors to complete 100+ audits within 6 weeks while achieving a 95+% client satisfaction rating through strong leadership and effective stakeholder communication
- Optimized case management support for clients, resulting in improved client outcomes with a more person-centered and trauma-informed approach
- Improved team morale and staff retention, reducing burnout and supporting staff wellbeing.
Residential Youth Worker
Veritas House
03.2020 - 05.2021
- Supported young people in developing life skills, such as problem-solving, conflict resolution, and social interaction and provided academic and vocational guidance
- Implemented mentoring program which increased successful transition to independent living skills within six months and young people's self-identified wellbeing index
- Facilitated weekly community service activity sessions that resulted in an increase in the youth's sense of accomplishment and self-worth.
Autism Advisor
Amaze - Autism Peak Body Victoria
02.2019 - 05.2021
- Provide independent, accessible, evidence-based autism information, advice and support for autistic people, families, careers and professionals
- Supporting families to navigate the NDIS process and identifying emerging issues and information gaps to provide feedback to amaze as the Peak-body for Autism in Victoria
- Assisted in responding to 5000+ requests for information and advice, increasing number of referrals to AIA services monthly by 45%, and maintained a 93% overall customer satisfaction rating
- Use Salesforce and PureCloud online processing systems in a fast-paced environment to respond to incoming request from telephone, web/email, webchat, social media and in person requests
- Built relationships with stakeholders to build and strengthen the AIA Service referral network by establishing a 'train-the-trainer' program to reach more people with autism
- Developed a set of high-quality, evidence-based autism resources and oversee maintenance of information to facilitate up-to-date, relevant information provided by the service
- Implemented strategies to ensure service delivery focused on evidence-based practices, best-practice principles and compliance with all relevant legislation and regulations.
Education Support Teacher
Southern Autistic School
02.2018 - 02.2019
- Facilitated interactive learning and supported academic progress for 12 students, resulting in 85% of students demonstrating learning gains achieved
- Developed innovative instructional methods such as project-based learning and flipped classroom formats that facilitated active and engaged learning.
ESL Teacher
Richwood Foreign Language School
08.2016 - 12.2017
- Developed and delivered engaging English as a Second Language curriculum to 35 students, equipping them with adequate language skills for achieving life goals
- Enabled students to surpass proficiency goals, with 90% of students progressing from beginner to upper-intermediate level after 8 months, and 95% achieving proficiency in speaking and writing
- Improved the overall student experience by introducing online tools and providing comprehensive feedback to ensure mastery of subject
- Working with the Chinese English learning department to ensure cohesive lessons for students
- Including training for Chinese teachers on Australian approaches to education such as student-centered learning and problem-based learning
- Supported students with a Disability in integrating into mainstream education by creating programs to assist teachers in this process.
Customer Service Team Manager
Bunnings Warehouse
12.2014 - 01.2016
- Supervised team of 20 customer service representatives, designed and implemented customer service strategies and procedures to ensure quality service and customer satisfaction
- Managed a team of Customer Service Representatives to ensure that all customer complaints were resolved in a timely manner
- Team management, organizing rosters and breaks, to increase employee satisfaction and decrease time lost due to personal needs, by implementing a new, more flexible schedule
- Setup of the café in Orange Bunnings, working with suppliers to build from the ground up, managing the café day-to-day, and achieving a 20% increase in sales within the first month.
Education
Masters of Education -
Charles Sturt University
Bachelor of Science (Psychology) -
Deakin University
01.2018
Higher School Certificate -
Kinross Wolaroi School
01.2013
Skills
- Active listening
- Empathetic
- High-level critical thinking
- Flexibility
- Communication
- Teamwork
- Emotional Intelligence
- Creativity
- Planning
- Scheduling
- Budgeting
- Risk Management
- Leadership
- Problem-Solving
- Quality
- Adaptability
- Procurement
Certification
- Project Management Course, Udemy, 2023
- Authentic Leadership Program, Mills-Eaton Training, 2023
- Emotionally Intelligent Leadership and Motivational Interviewing: Helping People Change, Centre for Community Welfare Training, 2022
- Therapeutic Crisis Intervention (TCI), Cornell University, 2022
- Casual Counsellor Training, Relationships Australia Victoria, 2019
- Aboriginal Cultural Safety, VACCHO, 2019
- 120hr TELF Certificate, I-TO-I Education, 2016
Timeline
HEI Team Leader
Veritas House
05.2021 - 08.2023
Residential Youth Worker
Veritas House
03.2020 - 05.2021
Autism Advisor
Amaze - Autism Peak Body Victoria
02.2019 - 05.2021
Education Support Teacher
Southern Autistic School
02.2018 - 02.2019
ESL Teacher
Richwood Foreign Language School
08.2016 - 12.2017
Customer Service Team Manager
Bunnings Warehouse
12.2014 - 01.2016
Masters of Education -
Charles Sturt University
Bachelor of Science (Psychology) -
Deakin University
Higher School Certificate -
Kinross Wolaroi School
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