STEPHANIE THILL
Abbotsford,Australia
Summary
Experienced Residential Operations Manager with a proven track record in maximizing operational processes and implementing efficiency enhancements. Strong leadership abilities in leading cross-functional teams to achieve project milestones and streamline workflows. Demonstrates proficiency in strategic planning and problem-solving, driving continuous improvement and operational excellence consistently.
Overview
19
19
years of professional experience
Work History
Residential Operations Manager
Anglicare, Mildred Symons House
02.2025 - Current
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organisation leadership, reducing miscommunications.
- Led successful change initiatives, ensuring seamless transitions during organisational restructuring efforts.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Residential Operations Manager
Anglicare, The Terraces
11.2023 - 02.2025
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints, verifying billing invoices and expense reports.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Office Manager
The George Institute
08.2023 - 11.2023
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
Operations Manager
Anglicare, Dorothy Boyt House
12.2021 - 08.2023
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
- Communicated with staff, patients and healthcare providers to encourage highest quality of service
- Assisted in recruiting, hiring and training of team members
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Scheduled 90 employees for fortnightly roster, taking into account customer traffic and employee strengths
- Identified and resolved unauthorized, unsafe or ineffective practices
- Managed purchasing, sales, marketing and customer account operations efficiently
- Appraised inventory levels weekly and ordered new merchandise to keep quantities well-stocked
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
Individual Support Worker
Anglicare, Dorothy Boyt House
04.2020 - 12.2021
- Enhanced residents well-being by providing personalized and compassionate care in daily activities.
- Advocated for residents rights within healthcare systems or other relevant agencies.
- Managed medication administration according to prescribed schedules, ensuring proper dosage and adherence to guidelines.
- Utilized detailed documentation practices to maintain accurate records of services provided and progress observed.
- Assisted residents with personal hygiene tasks for improved health and comfort.
- Facilitated social interactions and community involvement for increased quality of life.
- Maintained a safe and clean living environment for residents through housekeeping tasks and organization.
- Provided emotional support to residents during challenging situations or periods of change.
- Assisted with feeding and monitored intake to help residents achieve nutritional objectives.
Front Desk Receptionist
An Der Schwemm
12.2010 - 01.2012
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Resolved customer issues quickly and notified supervisor immediately when problems escalated
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
Administration Coordinator
Hellef Doheem
01.2006 - 10.2009
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Kept accounts in balance and ran daily reports to verify totals
- Prepared detailed documents and reports in adherence administrative processes
- Monitored and directed incoming mail and prepared outgoing mail
- Worked closely with others to accomplish timely invoicing and accounts receivables
- Collaborated in timely processing of billing and accounts receivables
- Handled patient scheduling, check-in, check-out and processing
- Transcribed meeting minutes for management's records
- Addressed questions and managed communications with patients and insurance agents
- Managed supervisor itinerary and appointments and streamlined scheduling procedures
Education
Diploma - Leadership And Management
ArcTraining
Online05-2024
Certificate III - Individual Support
TAFE NSW
NSW11-2019
High School Diploma -
Lycee Dudelange
07-2008
Skills
- Critical Thinking and Problem Resolution
- Effective Team Leadership
- Operations management
- Customer Engagement
- Employee relations and conflict resolution
- Strong Communication Skills
- Continuous improvements
- KPI tracking
- Incident Management
- Budget development and management
Accomplishments
- Successfully Transitioned Two Homes Through Roster Optimisation
Led the transition of two homes through roster optimisation, ensuring fair, efficient, and sustainable workforce planning.
Improved shift allocations, reduced inefficiencies, and ensured staff coverage aligned with care needs. - Seamlessly Took Over Operations at The Terraces
Successfully integrated The Terraces into Anglicare after transitioning from Presbyterian, ensuring a smooth changeover for residents, staff, and families.
Maintained continuity of care and operational stability, fostering a positive environment amidst organisational change. - Converted Casual Staff to Permanent Part-Time Within Three Months
Strategically transitioned casual staff into permanent part-time roles, reducing reliance on premium casual payments and ensuring workforce stability.
Improved staff job security, engagement, and retention, creating a more sustainable staffing model. - Completed Three Secondments & Higher Duties in 10 Months
Stepped up into higher duties and secondment roles three times in under a year, demonstrating versatility, leadership, and resilience.
Successfully managed operational challenges and led teams through periods of transition. - Established Strong Interpersonal Relationships Across Anglicare Support Groups
Built and maintained strong, collaborative relationships with key Anglicare support teams.
Strengthened cross-departmental communication, enhancing overall service delivery and teamwork.
Languages
English
Native or Bilingual
French
Native or Bilingual
German
Native or Bilingual
Timeline
Residential Operations Manager
Anglicare, Mildred Symons House
02.2025 - Current
Residential Operations Manager
Anglicare, The Terraces
11.2023 - 02.2025
Office Manager
The George Institute
08.2023 - 11.2023
Operations Manager
Anglicare, Dorothy Boyt House
12.2021 - 08.2023
Individual Support Worker
Anglicare, Dorothy Boyt House
04.2020 - 12.2021
Front Desk Receptionist
An Der Schwemm
12.2010 - 01.2012
Administration Coordinator
Hellef Doheem
01.2006 - 10.2009
Diploma - Leadership And Management
ArcTraining
Certificate III - Individual Support
TAFE NSW
High School Diploma -
Lycee Dudelange
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