Summary
Overview
Work History
Skills
Certification
Timeline
BusinessDevelopmentManager

Shannon (Lee) Coulter

Tab Agent/Manager
Canberra,ACT

Summary

Dynamic professional with a proven track record at Tabcorp, excelling in customer service and compliance. Skilled in problem-solving and data analysis, I enhanced client satisfaction and optimized workflows, achieving significant operational improvements. A dedicated team player, I fostered collaboration and developed training programs that boosted agent performance and productivity.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Dynamic individual with hands-on experience in Area of expertise and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Recognised by senior partner commitment, passion, longevity, quoted as being the face of tab.

Overview

19
19
years of professional experience
5
5
Certification

Work History

AGENT/ Manager

Tabcorp
04.2016 - 03.2025
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Optimized operational workflows through strategic data analysis.
  • Collaborated with cross-functional teams to develop strategies for improving overall company performance in the market.
  • Achieved operational success through customized process improvements.
  • Ensured effective workforce allocation to meet demand fluctuations.
  • Implemented new training strategies and materials for operator/agent development, resulting in increased productivity and overall performance and customer satisfaction.
  • Adhered strictly to industry regulations and company policies, ensuring compliance among all operators/ agents under my supervision.
  • Streamlined workflow processes, reducing response times and increasing customer satisfaction levels.
  • Contributed valuable insights during strategic planning sessions aimed at maximizing company growth potential.
  • Conducted regular performance evaluations for operator/agents, setting clear expectations for improvement or promotion eligibility.
  • Oversaw hiring process for new operators/ agents, including reviewing applications, conducting interviews, and making final selections based on skillset alignment with job requirements.
  • Cultivated a positive work enviroment fostering teamwork and professional growth by Introducing effective incentive programs to motivate agents and drive performance improvements.
  • Consistently maintained exceptional levels of professionalism when interacting with clients or team members alike throughout daily operations.
  • Enhanced team communication by introducing collaborative tools and weekly meetings to discuss progress and challenges.
  • Improved customer satisfaction rates by effectively managing a team of agents and addressing client concerns promptly.
  • Established clear channels of communication between tabcorp myself and my team to ensure transparency regarding expectations and concerns from both parties involved.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Gathered, organized and input information into digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Generated reports detailing findings and recommendations.
  • Maintained database systems to track and analyze operational data.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Frequently inspected production area to verify proper equipment operation.
  • Devised and implemented processes and procedures to streamline operations.
  • Developed comprehensive performance reports, identifying areas for improvement and implementing appropriate corrective actions.
  • Increased efficiency within the department through the implementation of innovative workflow processes tailored specifically towards agent/operators success.
  • Implemented new training programs for agent development, resulting in increased productivity and overall performance.
  • Managed escalated customer issues, ensuring timely resolution and maintaining strong client relationships.
  • Boosted sales revenue with efficient monitoring of agent performance and providing constructive feedback for continuous improvement.
  • Adhered strictly to industry regulations and company policies, ensuring compliance among all agents under supervision.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Maintained precise cash handling procedures.
  • Monitored client movements and store premises for suspicious activity.
  • Ensured compliance with responsible gambling policies.
  • Demonstrated effective time management skills in fast-paced settings.
  • Implemented strategies to ensure timely completion of deliverables.

Community Health Worker

Kin Kare
05.2015 - 05.2016
  • Connected families with necessary social services, alleviating barriers to healthcare access and improving quality of life.
  • Built trust within diverse communities through cultural competency training, empathetic communication skills, and active listening techniques.
  • Addressed patient/family concerns and provided informative information and support
  • Participated in ongoing professional development opportunities to stay current on best practices in community health work, ensuring the delivery of quality services to clients.
  • Worked directly with patient treatment teams and participated in care coordination procedures.
  • Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
  • Collected data on program effectiveness, utilizing findings to continuously improve service provision and meet community needs.
  • Conducted home visits to assess living conditions, provided recommendations for safety improvements and connected clients with resources as needed.
  • Trained new Community Health Workers on best practices, contributing to increased team efficiency and effectiveness in serving the community.
  • Trained new community health workers, sharing best practices and ensuring consistent quality of care across team.
  • Conducted home visits for elderly and disabled clients to monitor health status and ensure adherence to prescribed treatment plans.
  • Transported or accompanied clients to scheduled health appointments or referral sites.
  • Engaged clients in health-related activities to enhance overall well-being.

Carer

Calvary Health Care ACT
10.2011 - 06.2014
  • Built strong client relationships to foster trust and communication.
  • Supported patients with everyday activities, encouraging self-sufficiency and esteem.
  • Delivered assistance in personal care and daily health management.
  • Used adaptive equipment like lifts walkers wheelchairs safely efficiently improving accessibility mobility independence.
  • Ensured precise documentation of patient care data and condition updates.
  • Coordinated with healthcare team to create robust patient care strategies.
  • Improved patient well-being by providing compassionate and attentive care.
  • Implemented safety measures to prevent falls, accidents, and injuries within the environment.
  • Ensured clients' personal care needs were met while preserving their privacy and respect.
  • Provided emotional support to patients and their families, fostering strong relationships built on trust and empathy.
  • Remained alert to problems or health issues of clients and competently responded.
  • Responded to patient emergencies promptly, initiating appropriate action and notifying relevant professionals when necessary.
  • Enhanced quality of life for clients through personalized care plans tailored to individual needs.
  • Administered medications accurately, ensuring proper dosage and timely intake.
  • Enhanced interactions between patients and healthcare staff to ensure quality care.
  • Ensured cleanliness, sanitation, and organization in designated station and service areas.
  • Monitored patient status and shared updates with healthcare personnel.
  • Provided end-of-life care with compassion and dignity allowing clients to pass away peacefully in their preferred setting.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
  • Promoted meaningful engagement while attending to care needs with effective communication.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Documented changes in clients' health and wellness accurately.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Maintained accurate records of patient care, documenting progress and any changes in condition.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Collaborated with healthcare professionals to develop comprehensive care strategies for optimal patient outcomes.
  • Delivered personal hygiene assistance including bathing grooming dressing feeding toileting all while maintaining client privacy respect.
  • Facilitated communication between patients and healthcare providers, advocating for the best possible care solutions.
  • Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
  • Conducted regular assessments of patients'' physical and mental status, communicating findings to medical staff as needed.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Recorded status and duties completed in logbooks for management.
  • Replaced bandages, dressings, and binders to care for wounds and encourage healing.
  • Maintained strong connections within caregiver community to gain continuous knowledge.
  • Trained staff in effective communication and care techniques for residents with dementia.
  • Oversaw project processes to maintain quality standards.
  • Directed team operations to ensure efficient workflow.
  • Provided specialized care for patients with dementia.

Personal Carer

Villagio San Antonio
02.2005 - 05.2011
  • Provided emotional support during difficult times, offering companionship and empathy to enhance mental wellbeing.
  • Facilitated activities of daily living such as grooming, dressing, and personal hygiene for increased self-esteem and confidence among patients.
  • Maintained a clean, safe, and organized living environment for patients, promoting overall well-being and satisfaction.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Administered prescription drugs as part of healthcare regimen.
  • Ensured accurate documentation processes.
  • Adhered to established policies and procedures.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Assisted in medication management for timely administration and accurate dosing, ensuring optimal health outcomes.
  • Enhanced patient comfort by providing compassionate care and assistance with daily living tasks.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
  • Collaborated with healthcare professionals to deliver comprehensive care tailored to individual patient needs.
  • Implemented strategies to manage challenging behaviors in a respectful manner while prioritizing safety for all involved parties.
  • Offered compassionate end-of-life care for patients facing terminal illness, providing emotional support and comfort measures to improve quality of life during final stages.
  • Developed strong rapport with patients and families, fostering trust and open communication regarding care plans.
  • Provided respite care for family caregivers, allowing them time to rest or attend personal commitments while ensuring their loved one was in safe hands.
  • Monitored vital signs and reported any abnormalities or concerns promptly to supervising healthcare providers.
  • Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
  • Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
  • Recorded status and duties completed in logbooks for management.

Skills

    Problem solving- ability to defuse and calm aggresive people calmly and asertively whilst following policy and proceedure, ensuring safety of staff and patrons by promptly showing active listening, aknowledgement and responding appropriatley

    Identify, record, resolve, follow up, (escalate if needed)

    Detail oriented- accurate data entry in a timely manner, document and maintain records

    Communication-written and verbal, respectful, enthusiastic engaging, active listening, recognise and respond appropriately, eg Trauma based, cultural differences, confidential and sensitive information is delt with appropriately

    Drive- training, Continual improvement, innovative, follow instruction, creative

    Compliance- Adheres to and impliments policy and proceedures, monitoring and recording, ensures continual refreshers

    Performance-Reliable, Capable, dedicated, multi tasker, fabulous organisational skills, Adaptibilty, Abilities to priorities & delegate, Supportive Team player, Ensures compliance and customer satisfaction, consistently under pressure

    Cash Handling- supervise, prepare floats, process transactions, including, sales, deposits and withdrawals and cheque writting ensure safe and float balances reconciles daily,

    prepare and bag monies for armour guard, document follow protocols and security guidelines

    Customer Service- ability to read people and adjust communication styles accordingly, respectful, emphatic, establish customer relations swiftly, serve promptly, accurately and appropriately providing an excellent customer experience and achieving sensational customer satisfaction rates

Certification

Responsible Conduct of Gambling ACT ( RCG)-Tabcorp

Retail security - Tabcorp

Tab Compliance refresher training (National)

Tab Compliance- VIC/NSW/ACT

Keno Basic Training

Keno Advanced Training

Keno- Responsible Play

Covid 19 training

Provide Responsible Service of Alcohol A.C.T. (expired)

Senior First Aid (expired)

Cert 3&4 mental health

Cert 3&4 aged care

Cert 2 access to nursing

Cert 2 business

Cert 2 in customer engagement

WWVP renewal in progress

Regular Learning tracks through Tabcorp:

Privacy training

On line Content-Privacy refresher

Tab tip em

Tab basics, NSW and ACT

Credit betting scenarios

Online content-AML/CTF- refresher

NBA Training

My Offers

On line content- Safer Gambling- refresher

AFL/NRL Footy training

Player saftey




Timeline

AGENT/ Manager

Tabcorp
04.2016 - 03.2025

Community Health Worker

Kin Kare
05.2015 - 05.2016

Carer

Calvary Health Care ACT
10.2011 - 06.2014

Personal Carer

Villagio San Antonio
02.2005 - 05.2011

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Shannon (Lee) CoulterTab Agent/Manager