Suzette Vorster
MacKay,Australia
Summary
Dynamic leader with a proven track record in a variety of fields adept in operational and facilities management. Excelled in roles requiring strong financial acumen and people management, driving sales growth and enhancing resident satisfaction. Achievements include exceeding sales targets and implementing cost-saving initiatives, showcasing exceptional project management and leadership skills.
In the process of relocating to WA, Perth
Overview
19
19
years of professional experience
Work History
Profit Centre Manager
Aidacare Medical Equipment Specialists
MacKay, Australia
07.2024 - Current
- Company Overview: Aged Care, Acute, Community & Disability
- Branch & operations management
- Staff management and HR processes
- Facilities management
- Warehouse and logistical management
- Health and Safety management
- Managing sales team, mentoring and target allocation
- Setting up and managing product trials
- Relationship management – OT’s, Physio’s, NDIS & DVA
- Financial management and budget (OPEX and CAPEX)
- Aged Care, Acute, Community & Disability
Sales, Training and Support Manager
Metlifecare Support Office
03.2022 - 06.2024
- Lead sales and sales training across NZ for care suites
- Project manage room conversions and building work
- Relationship management
- Complex sales resolution and conclusion
- Budget management
- KPI & Targets
- Supply management and supplier relationship
- Sales training and sales training content development
- Devise marketing strategy and roll out with marketing team
- Sales planning and execution of sales strategies
- Create Guest Service Model & hospitality training
- Training and coaching on use of CRM D365 use as sales pipeline
- Part of team creating legal documentation for sale of care suites
- Monthly reporting to Exec team
- Successfully executed a comprehensive training program for care suite sales at Metlifecare
- Successfully driving sales surpassing the sales target for the fiscal year 2023
- Implemented new initiatives in the care environment to enhance sales strategies and outcomes
- Successfully closed complicated sales
- Part of team helping create and implement Customer Relationship Management (CRM) process
- Received award/incentive for top performing 1.5% of company
- Reason for leaving: Relocate to Australia
Business Care Manager (Operations & Sales)
Oceania Healthcare Ltd
02.2021 - 03.2022
- Company Overview: Meadowbank Retirement Village/Care Suites
- General and Operations Manager
- Facility management & facilities maintenance (building, garden, laundry, soft and hard cleaning services)
- Sales Manager selling care suites and serviced apartments under (ORA) Occupation Right Agreement
- Project manage refurbishments
- Financial management (CAPEX and OPEX)
- Manage Regulatory audit compliance
- WH&S management
- Strategic planning
- Staff management & HR process
- Manage service level contractor agreements
- CRM sales management SME
- Roster & payroll management
- Driving resident experience and satisfaction
- Leading Hospitality and guest experience services
- Implement quality improvement initiatives
- Complaint management and resolution
- Monthly Exec team reporting on occupancy and profitability of village
- Meadowbank Retirement Village/Care Suites
- Exceed sales budget sold 31 care suites in 6 months (amidst COVID outbreak)
- Increased profitability of facility
- Successfully implementing and driving change management
- Achieved high resident satisfaction score
- Successful cost saving initiative by bringing outsourced laundry services in-house
- Reason for leaving: Career progression – moved to national sales & training role
Village Manager (Operations & Sales)
Oceania Healthcare Ltd
08.2020 - 02.2021
- General and Operations manager
- Facility management & facilities maintenance (building, garden and soft and hard cleaning services)
- Financial management (OPEX and CAPEX projects)
- Responsible to uphold RVA legislative compliance
- Sales and Sales Management
- CRM pipeline management for sales and prospects
- Project manage refurbishments
- Contractor and Supplier management including adherence to H&S requirements
- Emergency planning and management
- Rental property management (contracts, arrears, inspections, maintenance)
- Strategic planning
- Staff management, including disciplinary actions, rosters, mentoring
- Manage service level contractor agreements
- Complaint management and resolution
- Monthly Exec reporting on financial performance and sales initiatives
- Project managed modernization project for work on Resident Community Centre
- Continuously achieved and succeeded monthly sales targets
- Reason for leaving: Career Progression/Internal Promotion to Business Care and Sales Manager
Guest Services Manager (Guest Relations)
Oceania Healthcare Ltd
09.2018 - 08.2020
- Company Overview: Aged Care and Retirement Village
- Assist commissioning of newly built care facility
- Operational leadership
- Lead sales of care suites
- Facility management and maintenance planning (housekeeping, laundry and garden maintenance)
- Budget management and planning (OPEX and CAPEX) for hospitality services at facility
- Create hospitality guide for staff
- Project manage refurbishments
- Strategic planning
- Plan and lead execution of resident activities, events and functions
- Led staff liaison, recruitment, contract negotiation
- Managed staff rosters within budget
- Service delivery improvements to resident hospitality services
- Aged Care and Retirement Village
- Transition and commission team lead
- Consistently exceeded sales targets
- Create and set up new laundry processes enhancing resident satisfaction
- Reason for leaving: Career Progressions/ Internal Promotion
Assistant Retirement Village & Care Facility Manager
Ryman Healthcare Ltd
06.2015 - 08.2018
- Integral member of leadership team – operations
- Oversee HR operations, (employ new staff, inductions, disciplinary and training)
- Led administration and hospitality team
- Organise, plan and coordinate functions and events, (staff and resident)
- Administrative assistance to Village Manager
- Lead staff meetings, resident meetings, presentations
- Lead Quality Improvement Plans
- Responsible for internal surveillance audits – non-clinical
- Inventory management
- Complaints management and resolution
- Relationship management
- H&S compliance and lead
- Implemented improved administrative efficiencies
- Implemented auditing and reporting processes
- Reason for leaving: Career progression
Recycling and Sustainability Manager
Fuji Xerox
12.2013 - 05.2015
Executive Assistant to COO
Spark NZ
06.2008 - 12.2013
Residential Rental Department Manager
Pretor Estates
03.2006 - 04.2008
Education
Assistant Retirement Village & Care Facility Manager -
Ryman Healthcare Ltd
08.2018
Skills
- Leadership
- Operational Management
- Facilities management
- People management
- Sales Training and management
- Sales & Business Development
- Project management
- Financial Acumen
- Operations management
- Risk assessment
- Attention to detail
- Decision-making
- Human resources
- Staff training
References
- Jill Birch, Operations Workstream Lead, +64 21 636 554, jill.birch@metifecare.co.nz
- Steven Kinnear, Regional Manager, Aidacare, +61 407 122 650, steven.kinnear@aidacare.com.au
- Sharon Bohane, Operations Transition Manager, +64 21 510 43, Sharon.bohane@metlifecare.co.nz
Timeline
Profit Centre Manager
Aidacare Medical Equipment Specialists
07.2024 - Current
Sales, Training and Support Manager
Metlifecare Support Office
03.2022 - 06.2024
Business Care Manager (Operations & Sales)
Oceania Healthcare Ltd
02.2021 - 03.2022
Village Manager (Operations & Sales)
Oceania Healthcare Ltd
08.2020 - 02.2021
Guest Services Manager (Guest Relations)
Oceania Healthcare Ltd
09.2018 - 08.2020
Assistant Retirement Village & Care Facility Manager
Ryman Healthcare Ltd
06.2015 - 08.2018
Recycling and Sustainability Manager
Fuji Xerox
12.2013 - 05.2015
Executive Assistant to COO
Spark NZ
06.2008 - 12.2013
Residential Rental Department Manager
Pretor Estates
03.2006 - 04.2008
Assistant Retirement Village & Care Facility Manager -
Ryman Healthcare Ltd
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