Summary
Overview
Work History
Education
Skills
Organisationalandadministrativeskills
Attitudesandattributes
References
Training
Timeline
Generic
Peta Theunissen

Peta Theunissen

Perth

Summary

Experienced Customer Service Manager with a goal-oriented mindset. Strong leadership skills and a focus on detail. Committed to helping employees exceed their personal and professional goals. Demonstrated success in a supervisory role in customer support. Expertise in mentoring team members to deliver exceptional service and boosting team morale through effective communication and positive feedback. Proficient in resolving customer dissatisfaction and managing competing priorities with excellent results.

Overview

34
34
years of professional experience

Work History

Client Service Manager

Amana Living
05.2023 - Current
  • Enhanced client satisfaction by addressing concerns and providing timely solutions.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
  • Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
  • Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
  • Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Created customer support strategies to increase customer retention.
  • Conducted regular client reviews to identify areas of improvement, leading to enhanced service offerings.
  • Reduced turnaround times on client requests by streamlining work processes.
  • Collaborated with cross-functional teams for better service delivery and client experience.
  • Led contract negotiations to secure mutually beneficial agreements that fostered long-term partnerships with clients.
  • Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
  • Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
  • Kept accurate records to document customer service actions and discussions.
  • Took ownership of customer issues and followed problems through to resolution.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Client Advisor

ECHO
02.2023 - 05.2023
  • Budget review - Client care plans - Risk assessments - OSH assessment - Client communication complaints and compliments - Contacting contractors - Discharging clients - Attending meeting and contribute to implementing new care plans and client assessment
  • Developed strong rapport with clients through active listening and empathetic understanding of their goals and concerns.
  • Utilized advanced problem-solving skills to address unique client challenges and identify appropriate solutions.

Support Worker Team Leader

Rise Network
06.2022 - 02.2023
  • Managed a large amount of independent Support Workers based in the community - Completed Recruitment and Induction of Support Workers - Performance Management - Worked within the policies and procedures of Rise. - Worked effectively with multiple departments in Rise. - Complete staff supervision - Training of staff ensuring their skills are kept up to date and completed. - Attend and conduct meeting both with support workers and management team. -correspond with coordinators and actively resolve issues that arise between clients and staff.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.

Team Leader at Rise (Acting)

RISE
01.2022 - 05.2022
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Team Leader at Rise (Acting)

RISE
09.2021 - 10.2021
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

Part Time With Memory Nurture Support Worker

MEMORY NURTURE
01.2020 - 01.2021
  • Support clients with early onset dementia - Daily activities, personal hygiene, social outings, and fitness exercise classes.
  • Developed strong relationships with residents'' families, addressing concerns promptly and compassionately while maintaining open lines of communication.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Helped clients manage and reach individual goals, supporting independent progression and social skills.
  • Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
  • Transported clients to appointments, shopping venues and entertainment events according to determined schedule.

Aged Care Support Worker at Rise

RISE
01.2018 - 01.2021
  • Followed client support plan - Completed services within the allocated time frame - Effective communication with clients and the office - Reported and documented client changes or incidents - Identifies hazards or risk in the workplace
  • Assisted clients in maintaining personal hygiene, resulting in improved health and wellbeing.
  • Administered medication as prescribed by healthcare providers, ensuring proper dosage and adherence to treatment plans.
  • Promoted independence among patients by assisting with daily living tasks such as dressing, grooming, and mobility.
  • Enhanced patient comfort by providing personalized care and support tailored to individual needs.
  • Maintained strict adherence to patient confidentiality guidelines, ensuring the protection of sensitive personal information.
  • Provided respite care services to family caregivers, offering much-needed relief while maintaining a high standard of care for clients.
  • Monitored vital signs regularly to detect any potential health issues early on, allowing for timely intervention when needed.
  • Managed time efficiently while juggling multiple client needs simultaneously without compromising on quality of care.

Running a Business (Hair Salon) From Home

Self-employeed
01.2001 - 01.2019
  • Cleaned and sanitized styling stations between clients, promoting a healthy environment for both staff and patrons.
  • Prepared clients for hair cuts and styles with soothing shampoo work.
  • Answered telephone calls to provide information and schedule new appointments.
  • Enhanced client satisfaction by providing exceptional customer service and maintaining a clean salon environment.
  • Managed appointment scheduling and confirmed bookings, resulting in efficient salon operations and minimal wait times for clients.

Owned successful Hair Salon in South Guildford - VAMP for Hair

SELF EMPLOYED
01.1995 - 01.2001
  • Staff management - Book work, record keeping - Client satisfaction.
  • Managed salon operations, ensuring efficient scheduling and high-quality customer service.
  • Organized special events such as hair shows or charity fundraisers to increase brand awareness and community engagement.
  • Resolved customer complaints effectively by demonstrating empathy, understanding their concerns, and finding suitable solutions that ensure satisfaction on both ends.
  • Trained and mentored junior stylists, fostering professional growth and skill development.
  • Established strong relationships with vendors, ensuring timely delivery of supplies and equipment maintenance support when needed.
  • Enhanced client satisfaction by providing personalized hair care solutions and styling advice.

Salon Manager at Rifici Bros

Rifici Bros
01.1991 - 01.1995
  • Managed of salon with up to 12 staff. - Keeping staff training up to date - Performance Management - Customer Service
  • Controlled inventory by tracking expenses, purchases, and shelf stock.
  • Managed cash flow, business transactions, banking, and accounting processes.
  • Optimized work shifts, managed staff schedules, and ensured adequate coverage during peak hours to maintain exceptional customer service levels.
  • Resolved customer concerns promptly and efficiently to maintain a strong reputation within the local community.
  • Scheduled employees to maintain adequate coverage during business hours.
  • Maintained a clean and welcoming salon environment through regular maintenance, organization, and attention to detail.
  • Oversaw salon employee performance, facility cleanliness, and sales.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
  • Built business through commitment to excellent customer service, resulting in customer loyalty and retention.

Education

Skills

  • Emotional Intelligence
  • Developed interpersonal
  • Time management
  • Teamwork
  • Critical Thinking
  • Self-Care and Presentation
  • Client Relationship Building
  • Exceptional communication
  • Training and mentoring
  • Schedule Management
  • Deadline-oriented
  • Customer Service

Organisationalandadministrativeskills

  • Prioritise and assess risk
  • Interact positively with all staff, clients or other
  • Problem solving
  • Capable of working independently and in a team environment
  • Ability to work under pressure in a demanding situation and with multiple tasks
  • Represent the organisation and maintain a positive reputation

Attitudesandattributes

  • Honest and reliable
  • Personable and Approachable
  • Accountable
  • Sense of humour
  • Shows initiative and apply new concepts
  • Dedicated, assertive and flexible
  • Meet new challenges with confidence

References

Available upon request

Training

  • 2023-2024 - DTA training online
  • March 2021 - First Aid Cert
  • July 2021 - Wicking Understanding Dementia
  • March 2021 - First Aid Cert Understanding Traumatic Brain Injury
  • May 2021 - Wicking Preventing Dementia
  • February 2021 - NDIS induction module
  • March 2020 - CHCCCS002 assist with movement
  • May 2019 - CHC33015 cert III home and community
  • January 2019 - HLTAID003 first aid course
  • December 2018 - Amana living medication course
  • August 2018 - Certificate III in Home and Community Aged Care
  • December 1991 - Completed hairdressing apprenticeship

Timeline

Client Service Manager

Amana Living
05.2023 - Current

Client Advisor

ECHO
02.2023 - 05.2023

Support Worker Team Leader

Rise Network
06.2022 - 02.2023

Team Leader at Rise (Acting)

RISE
01.2022 - 05.2022

Team Leader at Rise (Acting)

RISE
09.2021 - 10.2021

Part Time With Memory Nurture Support Worker

MEMORY NURTURE
01.2020 - 01.2021

Aged Care Support Worker at Rise

RISE
01.2018 - 01.2021

Running a Business (Hair Salon) From Home

Self-employeed
01.2001 - 01.2019

Owned successful Hair Salon in South Guildford - VAMP for Hair

SELF EMPLOYED
01.1995 - 01.2001

Salon Manager at Rifici Bros

Rifici Bros
01.1991 - 01.1995

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Peta Theunissen