Katie Read
Young,NSW
Summary
I am a hardworking individual who is passionate about embracing new challenges. I am an active member of the workforce and have over 15 years experience in Customer Service, Administration, Sales Consulting and Construction Management. In 2019, I began my career in corrections as a Correctional Officer. This has been a multifaceted role offering vast learning experiences which led to a new role as Correctional Supervisor. My skills include managing correctional functions and monitoring inmate behavior. Employing sound judgment and verbal de-escalation tactics to maintain order and prohibit dangerous situations. I am assertive and fair, and committed to maintaining ethical and moral standards while supervising and monitoring staff and offenders. I believe my diverse skills, in conjunction with my enthusiasm and dedication to learning make me an asset to any team.
Overview
21
21
years of professional experience
Work History
Support Worker
Marrin Weejali Aboriginal Corporation
04.2022 - Current
- Facilitating support groups and engaging with clients in a peer support dynamic; Support groups including but not limited to Womens Domestic/Family Violence Groups, Womens Social Group, Group Social and Emotional Well-being (SEWB), DBT Mental Health Skills Group
- Managing online applications for Housing and Centrelink claims during appointments.
- Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
- Improved client satisfaction by promptly addressing concerns and implementing feedback in a timely manner.
- Providing support for clients within the centre when counsellors are not available.
- Working with vulnerable people and having empathy for their situations, while providing them as much help as possible.
- Experience working with people going through family custody matters with Department of Communities and Justice and understanding the importance of client-focused care.
- Experience writing support letters for Courts, Centrelink and Housing.
Correctional Officer/Correctional Supervisor
The GEO Group
05.2019 - Current
- Unit coordination and supervision
- Managing offender employment, educational services, clinical and health facilities, and out of cell hours
- Centre Emergency Response Team Leader duties including task delegation to responding officers, timely management of incident, harm/risk reduction and minimisation
- De-escalating irate offenders in critical incidents
- Completing Incident Reports, Briefing Notes, Summary Reports, Trauma Counseling services for staff and offenders
- Communicated to nurses and therapists regarding offender behaviour, mental health and general functioning.
- Implemented interviewing techniques to assist offenders to change their behaviour and challenge their attitudes
- Promoted behaviour change through discussion and positive role modelling
- Case management and rehabilitation of offenders.
- Prepared a variety of written communications, reports and documents.
- Implemented staff training initiatives
- Completed Certificate III In Correctional Practise
Customer Service Manager/Sales Consultant/Construction Manager
Leisure Pools Brisbane
01.2015 - 01.2018
- Managing job sites throughout Brisbane, Gold Coast and Ipswich involving Fibreglass Pool installations
- Management of a 20-person team rotating schedule
- Frequent dealings with Council approvals
- Experience building contracts, negotiating price; and collecting security deposits
- Resolving customer complaints via phone, email, mail and social media, while prioritizing customer satisfaction and loyalty.
- Identifying and assess customers’ needs to achieve satisfaction
- Building sustainable relationships and trust with customer accounts through open and interactive communication
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Monthly usage of the Mail Marketing Service Mail-Chimp
- Weekly Social Media Updates, Daily Customer Reponses via Social Media
Management/Owner
Juicy Lucy’s Café
01.2013 - 01.2015
- Coordinate daily Front of the House and Back of the House restaurant operations
- Managed day-to-day business operations.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Created and monitored promotional approaches to increase sales and profit levels.
- Organised shifts and trained and motivated employees to perform daily business functions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Consulted with customers to assess needs and propose optimal solutions.
- Appraise staff performance and provide feedback to improve productivity
- Ensure compliance with sanitation and safety regulations
- Advertisement of the brand in the local community and curated promotional restaurant events to reach a broader audience
- Implement policies and protocols that will maintain future restaurant operations
Accounts/Admin
Can’t Stop Towing
01.2009 - 01.2013
- Organize and provide documents, reports and information to department and external clients in a useful and well-organized manner
- Schedule travel, coordinate with travel agency to obtain the best possible trip and prepare travel expense reports accordingly
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently
- Plan meetings and conference calls; note taking and compiling minutes of meeting
- Handle and screen telephone calls, routine mail and reallocate as required
Customer Service/Help Desk
Department Of Education, Science And Training
01.2003 - 01.2009
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Follow up with customer complaints, provide feedback and see problems through to resolution
- Utilise excellent customer service skills and exceed customers’ expectations
- Preserve and grow knowledge of help desk procedures, products and services
Skills
- Proficient in Microsoft Office Suite
- Experienced with Mail-Chimp
- Extensive Knowledge of several kinds of Customers, new, current and pre-existing
- Experienced with High-Frequency Calls
- Organised, Reliable, Friendly & Enthusiastic
- Disciplinary Action and Conduct Reporting
- Social Perceptiveness and Practical Problem-Solving
- Nonviolent Intervention and De-Escalating conflicts
- Active listening and Critical Thinking
- Complex Problem-Solving
- Critical Incident Management
References
Melinda Bonham Marrin Manager - Telephone: 0418 650 727
Owen Wright Accommodation Manager - The GEO Group, Junee NSW
Email: owright@geogroup.com.au Telephone: 0476 272 208
Damian Willis Security Manager - The GEO Group Junee NSW
Email dwillis2@geogroup.com.au Telephone 0419 479 472
Stephanie Dlodlo Correctional Officer - The GEO Group, Junee NSW
Email: stephaniedlodlo@gmail.com Telephone: 0448 423 547
Timeline
Support Worker
Marrin Weejali Aboriginal Corporation
04.2022 - Current
Correctional Officer/Correctional Supervisor
The GEO Group
05.2019 - Current
Customer Service Manager/Sales Consultant/Construction Manager
Leisure Pools Brisbane
01.2015 - 01.2018
Management/Owner
Juicy Lucy’s Café
01.2013 - 01.2015
Accounts/Admin
Can’t Stop Towing
01.2009 - 01.2013
Customer Service/Help Desk
Department Of Education, Science And Training
01.2003 - 01.2009
Similar Profiles
ANNALIESE KEYTEANNALIESE KEYTE
EXECUTIVE ASSISTANT at THE ARNHEM LAND PROGRESS ABORIGINAL CORPORATIONEXECUTIVE ASSISTANT at THE ARNHEM LAND PROGRESS ABORIGINAL CORPORATION
Peter FloydPeter Floyd
Coordinator Community Connector Program at Central Australian Aboriginal CorporationCoordinator Community Connector Program at Central Australian Aboriginal Corporation
Ella BroadbentElla Broadbent
Admin Assistant at Ashburton Aboriginal CorporationAdmin Assistant at Ashburton Aboriginal Corporation
Brooke RobertsBrooke Roberts
Account Manager at Goodyear Autocare GrenfellAccount Manager at Goodyear Autocare Grenfell
Walid SultanWalid Sultan
Electrical Apprentice at Sunseeker ElectricalElectrical Apprentice at Sunseeker Electrical