Shanae Daley
Dubbo,NSW
Summary
Proficient at fostering client growth and resolving conflicts, whilst working at Koiop Connect and Orana Support Service I showcased my ability to deliver personalized care and enhance client satisfaction. Using skills in problem-solving and effective communication, I successfully managed caseloads and supported clients' wellness, demonstrating professionalism and attention to detail without relying on numerical quantification. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Bar/Gaming Attendant
South Dubbo Tavern
10.2021 - Current
- Enhanced customer experience by providing attentive service and maintaining a welcoming atmosphere.
- Maintained clean and organized gaming areas, contributing to a safe and enjoyable environment for patrons.
- Conducted routine maintenance checks on gaming machines, identifying any malfunctions or required repairs promptly.
- Informed manager of duty of significant concerns, broken machines, out-of-order games and problems.
- Maintained clean and safe work environment and monitored immediate area and surroundings for trash and debris.
- Welcomed and greeted customers, answered questions, and provided excellent customer service to contribute to memory-making experience.
Customer Service Representative
NSW Police
10.2023 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls per day.
Tenancy Support Worker
Orana Support Services
11.2022 - 10.2023
- Assisted clients in accessing available resources such as housing options, financial supports, and healthcare services.
- Caseload of up to 35 clients.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
- Established trusting relationships with clients and their families through empathetic communication and active listening.
- Developed strong rapport with clients by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
- Maintained detailed records of client progress, interventions, and outcomes to ensure continuity of care across service providers.
Senior Support Worker
Koiop Connect
01.2021 - 10.2021
- Implemented behaviour management techniques to address challenging behaviours while maintaining a positive therapeutic environment for all clients.
- Handling rosters and approving time sheets.
- Working with Aboriginal people with mental health and disability.
- Case managing 8-10 clients.
- Enhanced client satisfaction by providing personalized care and support tailored to individual needs.
- Delivered high-quality care to clients with diverse needs, ensuring a safe and comfortable living environment.
- Managed medication administration processes for multiple clients, adhering strictly to established protocols for accuracy and safety purposes.
- Assisted clients in achieving personal goals, fostering their growth and development through targeted support interventions.
Support Worker
Koiop Connect
08.2019 - 01.2021
- 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.
- Developed strong rapport with clients by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
- Kept clients engaged in social networks and communities for personal health and growth.
- Safeguarded client well-being by monitoring health conditions, administering medications, and reporting any changes to appropriate medical professionals.
- Over night stays.
Medical Receptionist
Family Doctors
07.2018 - 08.2019
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
Education
Diploma - Family And Community Services
TAFE NSW
Online05.2021
Skills
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Excellent Communication
- Effective Communication
- Conflict Resolution
- Professionalism
References
Melissa Olsen - Charles Sturt University- Co-Ordinator - 0427 237 890
Aimee Sutherland - Police Call Centre - Team Leader - 0419 671 859
Claire Jones - Police Call Centre - Team Leader - 0422 616 921
Tina Reynolds - Orana Support Services CEO - 0439 450 503
Timeline
Customer Service Representative
NSW Police
10.2023 - 03.2024
Tenancy Support Worker
Orana Support Services
11.2022 - 10.2023
Bar/Gaming Attendant
South Dubbo Tavern
10.2021 - Current
Senior Support Worker
Koiop Connect
01.2021 - 10.2021
Support Worker
Koiop Connect
08.2019 - 01.2021
Medical Receptionist
Family Doctors
07.2018 - 08.2019
Diploma - Family And Community Services
TAFE NSW
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