Paula Parore
Balga,WA
Summary
Experienced Manager with a strong background in administration, customer service, and community engagement. Demonstrated success in strategic leadership, and collaboration with diverse stakeholders. Highly skilled in communication, relationship building, and cultural sensitivity, with a passion for social justice and community empowerment. Proficient in teaching singing to lower socioeconomic students, fostering their creativity and confidence through the arts. Able to support youth through the medium of singing, providing a unique avenue for self-expression and personal development.
Overview
3
3
years of professional experience
Work History
Acting Customer Service Manager
Department of Communities
08.2023 - Current
- Successfully backfilling Customer Service Manager's Maternity leave, ensuring continuity of operations, and maintaining service standards.
- Implemented formal performance improvement processes (PIP) for team members, demonstrating proficiency in employee relations and HR management.
- Managed and supported staff through complex HR processes, ensuring fair treatment and effective resolution.
- Recognised and addressed gaps in workflow efficiency, taking immediate action to streamline processes and reduce workload.
- Promoted autonomy and ownership among team leaders, empowering them to make decisions and take initiative in their roles.
- Led the development of training modules for team leader development, fostering a culture of continuous learning and growth.
- Provided personalised support to team members, actively listening to their concerns and offering strategic guidance for personal and professional development.
- Demonstrated effective crisis management skills, including providing first aid to an employee experiencing medical distress and coordinating emergency response procedures.
- Organised mental health and training courses for staff, contributing to improved morale and well-being in the workplace.
- Collaborated with leadership to create and implement emergency staff welfare protocols, ensuring a proactive approach to employee support and well-being.
Acting Manager of Housing
Department of Communities
12.2023 - 12.2023
- Successfully backfilled Manager's leave, ensuring continuity of operations and maintaining service standards.
- Enhanced customer satisfaction by promptly resolving disputes, fostering open communication, and ensuring high-quality service delivery to tenants and stakeholders.
- Optimised resource allocation through regular performance evaluations and personalised coaching for staff development, resulting in improved efficiency and effectiveness.
- Developed a strong organisational culture focused on employee engagement, collaboration, and continuous learning opportunities, promoting a positive work environment and enhancing team performance.
Team Leader
Department of Communities
08.2022 - 08.2023
- Managed a team of 10 to successfully administer the Test Isolation Payment Scheme for COVID-19, providing essential financial support to individuals unable to work while testing positive for the virus.
- Conducting quality assurance assessments for staff development and service excellence.
- Compiling coaching documents to enhance team members' performance and skills.
- Providing feedback to facilitate continuous improvement and optimise service outcomes.
- Offering referral support and guidance for complex issues while tracking performance trends.
- Monitoring team performance and providing coaching, support, and feedback for development.
- Engaging with stakeholders to facilitate collaboration and comprehensive support services.
- Planning and facilitating team meetings, staff development, and training workshops.
- Adhering to departmental core values and serving as a role model for ethical behaviour.
- Coaching and mentoring new team members to accelerate their learning curve.
- Collaborating with management to implement new procedures and strategies for workflow optimisation.
- Proactively monitoring operations and making adjustments to maintain service quality.
- Contributing to quality control initiatives and implementing strategies for performance enhancement.
Customer Service Officer
Department of Communities
01.2022 - 08.2022
- Processed high volumes of Test Isolation Payment (COVID Payment) applications daily, resulting in significant increases in approval rates and timely service delivery to employed youth and families.
- Implemented efficient evaluation processes, reducing application processing times and ensuring prompt responses to community needs.
- Provided comprehensive training and supervision to new staff members, ensuring their proficiency and accuracy in processing applications for youth support programs.
- Conducted regular audits and implemented security measures to maintain compliance with industry standards, safeguarding sensitive information and ensuring confidentiality.
- Delivered exceptional customer service to a diverse clientele, including youth, families, and community organisations, fostering positive relationships and trust.
- Liaised effectively with external organisations and internal stakeholders, facilitating collaboration and coordination of services for youth and families in need.
- Responded promptly to escalated enquiries, addressing concerns and issues with professionalism and discretion.
- Completed audit processing and generated reports to support project management and decision-making, ensuring transparency and accountability in service delivery.
Customer Service Representative
Silverchain
09.2021 - 01.2022
- Successfully set up payment plans for customers, resulting in a 10% decrease in overdue accounts
- Fast-tracked customer complaints and queries, resolving 90% of them within 24 hours, leading to improved customer satisfaction
- Conducted regular quality assurance checks, resulting in a 20% improvement in compliance with company standards.
Customer Service Representative
Commonwealth Bank
05.2021 - 09.2021
- Responded to an average of 150 customer enquiries per day, providing accurate and helpful information, resulting in a 90% customer satisfaction rate
- Maintained a 100% record of confidentiality, ensuring no instances of unauthorized access to bank records or client information
- Administered strict financial and customer data guidelines to avoid breaches and information misuse.
Skills
- Highly developed communication and relationship-building
- Negotiation and conflict resolution
- Cultural competency and working effectively with diverse communities
- Service delivery in human services
- Case coordination and management
- Strategic planning and implementation
- Data management and evaluation
- Commitment to social justice principles
- Mental Health Support
- Data management and evaluation
- Commitment to social justice principles
- Mental Health Support
Accomplishments
- Fostered an inclusive work environment by maintaining an "Open Door" policy for all team members, promoting communication and collaboration.
- Recognised for exemplary values in the workplace, receiving the End of Year Housing Direct Values Awards for RESPECT in 2022 and EMPATHY in 2023.
References
REFEREES AVAILABLE ON REQUEST
Timeline
Acting Manager of Housing
Department of Communities
12.2023 - 12.2023
Acting Customer Service Manager
Department of Communities
08.2023 - Current
Team Leader
Department of Communities
08.2022 - 08.2023
Customer Service Officer
Department of Communities
01.2022 - 08.2022
Customer Service Representative
Silverchain
09.2021 - 01.2022
Customer Service Representative
Commonwealth Bank
05.2021 - 09.2021
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