Shelley Humphrey

• Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
• Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
• Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
• Collaborated with leadership to establish long-term objectives, drive improvement initiatives, and align regional efforts with corporate goals.
• Established and maintained operational standards for a number of funding contracts across Barwon and west Melbourne services.
• Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
• Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
• Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
• Expanded regional presence by researching potential markets, developing strategic partnerships, and opening new services.
• Improved talent recruitment processes by enhancing job descriptions, streamlining interview procedures, and partnering with local educational institutions for pipeline development.
• Managed P&L to decrease discrepancies and identify efficiencies in service delivery and reduce unnecessary overheads.
• Motivated staff to achieve high quality services for clients.
• Strengthened internal controls through diligent financial oversight and adherence to established policies and procedures within each service area.

• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
• Developed and implemented strategies to improve services and service quality.
• Cultivated strong relationships with clients, vendors, and partners to ensure a positive experience with services is achieved for clients.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Formulated policies and procedures to streamline operations.
• Collaborated with cross-functional teams to develop innovative solutions.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry standards , company procedures, and technology systems.

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Identified and resolved unauthorized, unsafe or ineffective practices.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Devised processes to boost long-term business success and increase profit levels.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Interacted well with clients's, families and stakeholders to build connections and nurture relationships.
• Worked directly with management and internal stakeholders to brainstorm, discuss strategy and improve services.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.

● Supported participants to work towards their goals in group and individual settings.

● Proactive in promoting community inclusion through following up on community based opportunities for program members based on their particular interests and needs.

● Demonstrated respect, friendliness and willingness to help wherever needed.

● Worked flexible hours; night, weekend, and holiday shifts.

● Performed duties in accordance with applicable standards, policies and

regulatory guidelines to promote safe working environment.

● Developed and maintained courteous and effective working

relationships.