Shanna Nai
Cairns,QLD
Summary
Responsible Coordinator with passion for managing complex responsibilities with organized and resourceful approach. Intelligent and analytical with excellent communication and collaboration skills. . Strong research, data entry and contract preparation abilities.
Overview
15
15
years of professional experience
Work History
Cluster Manager
Meriba Ged Ngalpun Mab
12.2022 - 07.2023
- Effective communication with key internal stakeholders and external stakeholders to provide programs to job seekers to ensure job readiness.
- Develop job-seekers registers to match to suitable courses, programs, up-skilling in interested occupations/industries and organizations.
- Monitored facility managers and staff performance through quarterly review assessments.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Collaborated with NGO's, RTO's, and organizations to have job-seekers work placements, training of soft skills, programs, courses accredited and non-accredited, and to ensure continuous improvement of these programs.
- Provided in-work support for work placements, building on relationships with employer and potential employee.
- Managed 53 staff across 17 islands implement and operate service delivery to over 1500 job-seekers, stakeholders, RTO's, NGO's, Government agencies, apprenticeships and traineeship courses.
- Researched key competition, retail sector trends and current trading opportunities for new initiative ideas.
- Provided weekly income and quarterly cluster reports to company headquarters.
- Conducted mandatory health, safety and maintenance checks in the island site offices.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers, stakeholders, and job-seekers.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Managed cluster expenditure by adhering to set budget.
- Trained facility managers on company policy and procedure for similar performance throughout cluster
TEAM LEADER
Wakai Waian Healing
03.2019 - 09.2022
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth. Delegated daily tasks to team members to optimize group productivity. Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Fostered positive employee relationships through communication, training and development coaching. Offered training and support to keep team members motivated and working toward objectives.
- Conducted inspections of equipment before, during and after shifts to prevent project delays and resolve issues.
- Created and distributed monthly, quarterly and annual reports to management regarding performance. Reviewed completed work to verify consistency, quality and conformance.
- Utilized coaching and leadership principles to enhance internal and external team dynamics. Assigned projects and distributed tasks to team members as per area of expertise.
- Conferred with other supervisors to coordinate operations and activities within or between departments. Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Monitored team progress and enforced deadlines. Reviewed staff work and gave comprehensive and constructive feedback.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
- Documented production levels and materials used to keep management informed.
- Collaborated with management team to implement new work procedures or policies.
- Followed staffing strategies to achieve production goals.
- In 3 years, Wakai Waian Healing has helped over 360 people with psychology and counselling, 90% have completed their healing journey and 10% are receiving ongoing support.
MULTI-SKILLED CARER
02.2012 - 05.2018
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Assisted with meal planning to meet nutritional plans.
- Followed care plan and directions to administer medications.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Laundered clothing and bedding to prevent infection.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Worked closely with clinical staff to support therapeutic and behavioral plans.
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals.
- Followed safe lifting and transferring techniques to transport residents
- .Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Built strong and trusting rapport with clients and
- Loved ones.
- Monitored health and well-being of clients and reported significant health changes. Recorded client status progress and challenges in logbooks and reports. Monitored clients' activity levels and helped prevent sedentary behavior
- Consulted with client care team to continually update care plans. Drove clients to doctors' appointments and social outings.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation. Instructed family members on how to provide bedside care.
- Organized oral medications for clients following dosage and schedule requirements. Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Helped clients get in and out of beds and wheelchairs.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
- Assisted clients with maintaining good personal hygiene.
- Contributed to case reviews of client status and progress.
CUSTOMER SERVICE CASHIER
Coles Express
10.2012 - 06.2013
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- Refilled and rotated items on shelves to maintain well-stocked inventory
- .Maintained cleanliness and presentation of stock room and production floor.
- Delivered tactful discussions and diplomacy when responding to escalating situations.
- Collected credit card and cash payments to complete transactions for customer orders.
- Informed customers of in-store promotions or pricing specials. Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Recommended, selected, located and obtained products to meet customer needs.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Greeted customers promptly and responded to questions.
- Maintained work area and kept cash drawer organized.
- Counted and balanced cashier drawers.
- Welcomed customers, offering assistance to help find store items.
- Processed customer payments quickly and returned exact change and receipts.
- Scanned items and checked pricing on cash register for accuracy.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Built and maintained productive relationships with employees. Answered phone calls to assist customers with questions and orders.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Remained aware of surroundings and secured cash to minimize loss potential.
- Checked personal identifications during alcohol and tobacco sales
- Established or identified prices of goods and services and
- Tabulated bills with optical price scanners and cash registers.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Maintained awareness of surroundings and secured cash to minimize loss potential.
- Maintained accurate records of customer transactions for reporting purposes.
Cardiac Rehabilitation Health Worker
QLD Health TCHHS.
01.2009 - 06.2013
- Referred patients to medical specialists or other practitioners for more specialized courses of treatment.
- Checked patient pulse, temperature and respiration to take measurement of body's basic functions.
- Gave advice and assistance to patients with regard to diet, exercise and other homeopathic factors.
- Utilized superior interpersonal skills to establish rapport and place patients at ease in stressful situations.
- Watched clients closely to detect behavioral changes or clinical symptoms indicating illness or injury.
- Built strong and trusting rapport with clients and loved ones.
- Monitored health and well-being of clients and reported significant health changes. Collected and compiled data to document performance or assess program quality.
- Assisted administrative departments with paperwork, errands and other clerical duties.
- Liaised with healthcare teams to deliver and manage care in patient homes.
- Offered information, support and comfort to patient families. Received blood and bodily fluid samples and passed to employees Greeted, guided and offered assistance to patients and visitors.
- Used wheelchairs to transport patients around facility and to and from vehicles. Supported nursing staff in day-to-day operations.
- Collaborated with healthcare teams to determine needs and support daily objectives. Attended training to validate or refresh basic professional skills.
- Restocked supplies and cleaned equipment between patients.
- Worked on variety of projects to provide supplemental support to unit staff and enhance department. Escorted patients before and after surgical procedures. Pulled and organized file charts, placing appointment reminder calls to patients.
- Performed basic, non-invasive medical assistant duties.
- Partnered with healthcare teams to address care plan management, development and implementation
- Supported patients and family members, actively listening to concerns and offering compassionate care
- Disinfected tools, equipment and surfaces between patients
- Took and recorded patients' vital signs, documenting in medical charts
- Cleaned and set up rooms in preparation for patient appointments
Education
DIPLOMA OF BUSINESS OPERATIONS MANAGEMENT - Business Administration And Management
The College of Adult Learning
Online Course06.2024
DIPLOMA - COUNSELLING CANDIDATE
Australian Institute of Professional Counsellors
Online Course08.2024
CERTIFICATE IV IN MENTAL HEALTH -
Gallang Place
Brisbane, QLD05.2020
HIGH SCHOOL DIPLOMA - High School Diploma
Thursday Island State High School
Thursday Island, QLD11.1996
Skills
- Excellent presentation and negotiation skills
- Developed and implemented training programs and solutions as manager of five-person team
- Ability to use knowledge, facts and data to effectively solve problems
- Verbal And Written Communication Analytical Thinking Work Planning And Prioritization
- Collaborated with internal and external stakeholders, oversee mandatory compliances, legislation, laws, surveys, feedback, and supporting programs
- Strong conflict management, emotional and social intelligence,
- Coordinate Schedules
- Strategic planning
- Business Development
- Business planning
Referees
Mr Michael Peters
Project and WHS Coordinator
Meriba Ged Ngalpun Mab
M: 0486 044 030
Mr Troy Holland
Senior Psychologist
Wakai Waian Healing
0439 300 041
Timeline
Cluster Manager
Meriba Ged Ngalpun Mab
12.2022 - 07.2023
TEAM LEADER
Wakai Waian Healing
03.2019 - 09.2022
CUSTOMER SERVICE CASHIER
Coles Express
10.2012 - 06.2013
MULTI-SKILLED CARER
02.2012 - 05.2018
Cardiac Rehabilitation Health Worker
QLD Health TCHHS.
01.2009 - 06.2013
DIPLOMA OF BUSINESS OPERATIONS MANAGEMENT - Business Administration And Management
The College of Adult Learning
DIPLOMA - COUNSELLING CANDIDATE
Australian Institute of Professional Counsellors
CERTIFICATE IV IN MENTAL HEALTH -
Gallang Place
HIGH SCHOOL DIPLOMA - High School Diploma
Thursday Island State High School
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