Sarah Hassell
City Beach
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
17
17
years of professional experience
Work History
Team Leader - APS 6
Services Australia
11.2023 - Current
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Local Peer Support - APS 4
Services Australia
01.2023 - 11.2023
- Mentored junior team members, contributing to their professional development and overall team success.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Reduced call wait times by implementing effective time management techniques within the team.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
Customer Service Officer - APS 3
Services Australia
09.2021 - 01.2023
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
Registered Nurse
Aegis Aged Care Group
01.2019 - 08.2021
- Improved patient outcomes by implementing evidence-based nursing interventions and individualized care plans.
- Enhanced patient satisfaction by providing compassionate, holistic nursing care that addressed physical, emotional, and spiritual needs.
- Collaborated with interdisciplinary teams to develop comprehensive treatment plans for complex patients with multiple comorbidities.
- Assisted in the training and mentorship of new nursing staff members, contributing to a positive work environment and high-quality patient care.
- Promoted a culture of safety within the healthcare facility by participating in quality improvement initiatives, identifying potential hazards, and advocating for best practices in nursing care delivery.
- Skillfully managed challenging patient situations using de-escalation techniques, crisis intervention strategies, and therapeutic communication skills.
- Provided support for patients'' families during difficult medical decisions or end-of-life care, serving as a liaison between the healthcare team and loved ones.
- Trained new nurses in proper techniques, care standards, operational procedures, and safety protocols.
Registered Nurse
Joondalup Health Campus
08.2017 - 12.2018
- Improved patient outcomes by implementing evidence-based nursing interventions and individualized care plans.
- Collaborated with interdisciplinary teams to develop comprehensive treatment plans for complex patients with multiple comorbidities.
- Promoted a culture of safety within the healthcare facility by participating in quality improvement initiatives, identifying potential hazards, and advocating for best practices in nursing care delivery.
- Skillfully managed challenging patient situations using de-escalation techniques, crisis intervention strategies, and therapeutic communication skills.
- Administered medications safely according to established guidelines while closely monitoring for side effects or adverse reactions requiring intervention.
- Contributed to interdisciplinary team meetings by presenting relevant clinical data about patients'' progress toward reaching established goals of care.
Senior Administration Officer
Entrust Private Wealth Management
01.2007 - 01.2014
- Streamlined administrative processes by implementing new software and organizational systems.
- Enhanced team efficiency by developing and maintaining comprehensive training materials for new hires.
- Reduced operational costs with thorough budget analysis and strategic resource allocation.
- Boosted employee satisfaction, organizing regular team-building activities and events.
- Served as the primary point of contact for internal staff and external clients, resolving inquiries in a timely manner.
- Maintained accurate records for all staff members including performance evaluations, leave requests, and timesheets.
- Identified areas of improvement in existing policies; collaborated with stakeholders on updates leading to streamlined procedures.
- Cooperated with health and safety policies and identified and controlled hazards for tasks, projects and activities.
Education
Bachelor of Science - Nursing
Edith Cowan University
Perth, WA08.2017
Skills
- Teamwork and Collaboration
- Coaching and Mentoring
- Performance Improvement
- Complex Problem-Solving
- Output Improvements
- Leadership
Timeline
Team Leader - APS 6
Services Australia
11.2023 - Current
Local Peer Support - APS 4
Services Australia
01.2023 - 11.2023
Customer Service Officer - APS 3
Services Australia
09.2021 - 01.2023
Registered Nurse
Aegis Aged Care Group
01.2019 - 08.2021
Registered Nurse
Joondalup Health Campus
08.2017 - 12.2018
Senior Administration Officer
Entrust Private Wealth Management
01.2007 - 01.2014
Bachelor of Science - Nursing
Edith Cowan University
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