Summary
Overview
Work History
Education
Skills
Certification
References
Hobbies and Interests
Languages
References
Timeline
Generic

Susan Shumba Shumba

Greenbank,State

Summary

Goal-driven Service Manager offering over 11 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.

Multi-talented Service Manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing 11 years of progressive experience.

An employee with a high level of motivation who is eager to take on new challenges.. Strong worth ethic, adaptability and exceptional interpersonal skills. Capable of working effectively unsupervised and learning new skills quickly

Overview

15
15
years of professional experience
1
1
Certification

Work History

Service Manager

Multicap
01.2020 - Current
  • Stakeholders meeting
  • Rostering Staff meetings
  • Creating Schedules of support
  • Quality Services
  • Team Development
  • Stakeholders Relationships Management
  • Manages service staff to ensure customer satisfaction and compliance with company policies.
  • Coordinate with other departments within the organization to ensure seamless delivery of services.
  • Hired and trained service department staff to drive performance.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Develops strategies for improving customer experience through enhanced product features or improved processes.
  • Conducts regular team meetings to discuss customer feedback, process improvements, and operational objectives.

Service Leader

Multicap
01.2018 - 01.2019
  • Dr’s Appointments
  • Rostering
  • Riskman (Incident Reporting)
  • Stakeholders’ meetings
  • NDIS meetings with families.

Disability Support Worker

Multicap
01.2010 - 01.2018
  • Currently working with clients with challenging behavior in a short-term emergency accommodation
  • Administering medication
  • Developing behavior management plans
  • Doing IPPs for clients
  • Bathing Residents
  • Community access with clients
  • Toileting and changing of pads
  • Feeding the clients
  • Health and safety assurance
  • Monitoring of physical and psychological upkeep
  • Maintaining personal hygiene for the clients
  • Reading and following the care plan
  • Filling in any incidents report
  • Making the beds
  • Mopping floors.

PCA-Working with People with cerebral palsy

Cerebral Palsy League (Hillcrest)
01.2009 - 01.2010
  • Preparing and serving meals
  • Accompanying residents to appointments
  • Doing laundry for residents
  • Going to residents' homes to assist in different duties
  • Cleaning and mopping the home
  • Help with basic personal hygiene
  • Reporting any changes in the resident’s behavior
  • Working with Clients in the day services
  • Showering and grooming residents.

Education

Registered Behavior Technician 2.0 -

Institute of Behavior Training
01-2020

Bachelor of Science - Psychology

Swinburne University
01-2019

Diploma in Education -

Masvingo State University - Zimbabwe
01.2002

Skills

  • Excellent communication skills
  • Ability to work as a team
  • Confident, self-motivated and honest
  • Always striving to achieve given goals at work
  • Willing to cooperate and follow a prescribed routine
  • Staffing Coordination
  • Continuous Improvement
  • Decision-Making
  • Team Training And Development
  • Quality Improvement
  • Performance Evaluations
  • Customer Relationship Management

Certification

  • Red Cross Senior First Aid Certificate/Current CPR
  • Disability services positive notice card
  • Disability services Blue Card
  • Manual Handling Certificate

References

  • Multicap, Regional Manager, 07 33409000
  • Cerebral Palsy League (Hillcrest), 0738096700

Hobbies and Interests

  • Cooking
  • Reading
  • Travelling

Languages

Shona
Native/ Bilingual
English
Full Professional

References

References available upon request.

Timeline

Service Manager

Multicap
01.2020 - Current

Service Leader

Multicap
01.2018 - 01.2019

Disability Support Worker

Multicap
01.2010 - 01.2018

PCA-Working with People with cerebral palsy

Cerebral Palsy League (Hillcrest)
01.2009 - 01.2010

Registered Behavior Technician 2.0 -

Institute of Behavior Training

Bachelor of Science - Psychology

Swinburne University

Diploma in Education -

Masvingo State University - Zimbabwe

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Susan Shumba Shumba