Suzette Vorster

Work History

Profit Centre Manager / Sales

Aidacare Medical Equipment Specialists

07.2024 - Current

Responsible for managing the MacKay Branch with a focus on monthly and quarterly targets
Staff management and HR processes
Managed and motivated employees to be productive and engaged in work.
Accomplished multiple tasks within established timeframes.
Managing warehouse and logistical procedures
Workplace H&S management
Controlled costs to keep business operating within budget and increase profits.
Operational management
Sales in store and to NDIS, DVA and other clients
Manage and ensure major corporate accounts well managed
Product knowledge
Product training to clients and customers
Setting up and managing product trials
Customer focused, OT’s, Aged Care and Accute Care
Ensure sales reps reach target with robust follow up and customer focused processes
CRM system and GP System use
Maximized performance by monitoring daily activities and mentoring team members.
Developed and maintained relationships with customers and suppliers through account development.

Aged Care and Village Subject Matter Expert for CRM

Metlifecare Support Office

02.2024 - 07.2024

Integral part of the team working on streamlining and setup of CRM D365 processes, ensuring alignment with business strategies and end-to-end user processes
Assist and support the enhancement of process flows within the CRM D365 system, specifically focusing on aged care services – sales process and documentation
Analyse and inform of possible enhancements to business process flows within the CRM D365 to ensure compliance with organizational policies and procedures
Design and deliver targeted training programs for key users, including Nurse Managers, Village Managers, and Super Users, enhancing their proficiency with the CRM system
All training delivered by Teams, Training videos, and creating Clicklearn training documents
Provide CRM training sessions focused on sales pipeline management and document generation, boosting team efficiency and system utilisation
Onboarding/Training of new system users with personalised training sessions and support
Provide critical support to the development team and system testers, aligning the CRM D365 system with specific business requirements to optimize functionality pre-launch and post-launch enhancements
Partner with the Legal and Finance departments to integrate essential business functions into the CRM workflow, ensuring a cohesive system architecture.
Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
Optimized subject matter content by conducting extensive research and incorporating industry trends.

Care Suite Sales, Training, and Support Manager – national multi-site role

Metlifecare Support Office

03.2022 - 02.2024

Project managed the conversion of rooms by coordinating with builders and contractors, ensuring timely and budget-compliant execution
Liaise and collaborate with Interior Design Company on furnishings and internal upgrade to property
Created comprehensive sales training material and led training of Nurse Managers and Village Managers nationally across NZ
Led the implementation of the Premium Aged Care Strategy, aligning product offerings with the company's strategic goals
Partnered with the Marketing Team to devise and implement marketing strategies that boosted visibility and market knowledge for newly built and converted care suites
Achieved and often surpassed key sales targets through meticulous planning and execution of sales strategies
Established and promoted a standard presentation format for Care Suites, coaching the team to ensure uniformity and quality in customer-facing interactions
Enhanced guest experience by assisting in the development and implementation of a Guest Service Model, providing hospitality training to staff across multiple sites
Continued training and coaching the team on CRM D365 utilisation for sales pipeline management and document creation
Monitored employee and customer interactions to assess quality of service.
Accomplished multiple tasks within established timeframes.
Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Collaborated with cross-functional teams, resulting in improved communication and coordination between departments.
Focused on maximizing deal profitability through diligent negotiation tactics that secured favorable terms for our organization.
Established robust sales forecasts using historical data analysis, allowing for better resource allocation decisions.
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
Analyzed and reported on key performance metrics to senior management.
Analyzed sales metrics to identify trends, opportunities, and areas for improvement in the overall operations strategy.
Assisted in the development and execution of successful marketing campaigns, increasing brand awareness and generating leads.

Retirement Village & Sales Manager (Operations and Sales)

Oceania Healthcare Ltd

08.2020 - 02.2021

Managed a large upmarket retirement village
Sales and Sales Management
CRM pipeline management for sales and prospects
Ensure legislative compliance within Retirement Village Association NZ (RVA) guidelines
Responsible for strategic planning and budget and financial management
Staff management, including staff interviews, disciplinary actions, rosters, mentoring etc
Staff engagement to ensure best outcomes for residents
Managing the refurbishment process of all villas and apartments, including budget management
Contractor and Supplier management and ensure compliance with Health and Safety requirements
Service Agreement management for external contractors and suppliers
Facility management, including annual,5 year and10-year maintenance plan of villas, communal areas, gardens and other
Ensure all contractors complied to safe work practices within the guidelines of The Health and Safety at Work Act2015
Managing resident complaints and enquiries
Chair resident meetings and Annual General Meetings
Manage rental properties at village, including rental agreements, rental increases, debt collection etc
Handled customer relations issues, enabling quick resolution, and client satisfaction.
Increased sales revenue by developing and implementing effective sales strategies.
Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
Exceeded sales quotas and increased profitability through effective sales strategy and business planning.

Guest Services Manager (Customer and Guess Relations)

Oceania Healthcare Ltd

09.2018 - 08.2020

Support and lead commissioning of new ultra-modern care facility with Business Care Manager
Deliver operational leadership to the care facility with focus on resident satisfaction as well as sales of Care suites under Occupation Right Agreement
Liaise and collaborate with Interior Design Coordinator on furnishings and internal upgrade to property
Manage the guest service (hospitality) team, including housekeeping, kitchen, laundry, hairdresser, and maintenance team
Manage Activities and DT team - sign off planning of resident activities and functions
Lead forward thinking and planning, budget management
Responsible for staging and setting up care suites for sale
Ensure general feel of facility is upheld to the highest standard with resident satisfaction always front of mind
Lead staff liaison, recruitment, contract negotiation
Managed care suite refurbishments, including supplier and contractor relationships and project management
Managed staff rosters within budget
Arranged personal appointments for residents, including transport arrangement, liaising with necessary people to arrange appointments and ensuring easy and stress-free results for all residents
Continually investigate opportunities to increase and drive financial performance
Constantly improve service delivery improvements to environment, staff engagement and dining experience
Strategic planning and management
Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
Leveraged guest feedback to identify areas for improvement and implement necessary changes in procedures or offerings.
Led weekly team meetings to communicate upcoming promotions and current metrics.
Coordinated special events on-property to create memorable experiences for guests during their stay.
Set and managed policies for concierge services and guest relations.
Created and delivered effective training materials and courses.

Assistant Retirement Village Manager

Ryman Healthcare Ltd

06.2015 - 08.2018

Integral part in operational leadership of the village
Ensure effective and quality services are delivered to residents of120-bed care home and large retirement village
Assist and oversee staff liaison, recruitment, contract negotiation, processing of employment agreements, induction training, health and safety training, and ensure that the organisation complies with industry training and staff qualifications requirements
Oversee and lead the administration team, housekeeping, kitchen & laundry teams
Organise, plan and coordinate functions and events, including resident and staff meetings, and manage forward planning in the events calendar
Responsible for delivering a range of presentations in staff and other meetings
Working within the Ryman Code of Conduct requirements and leading by example
Effective and successfully ran Quality Improvement Plans as part of the village leadership team
Ambassador and positive promoter of facility services to residents and staff
Assist with management of other areas such as inventory management, health and safety, liaison with contractors and suppliers, and leading audit and education programs
Integral part of building and improving staff morale
Responsible for internal surveillance audits – non-clinical
Event management including staff Christmas parties and residents events
Established a safe environment for residents through effective policing policies and emergency response plans.
Negotiated favorable deals with vendors for providing cost-effective products/services required by the village administration.
Streamlined village operations through implementing efficient management practices and procedures.
Enhanced community engagement by organizing regular events and activities for residents.
Managed budget to ensure fiscal responsibility, optimizing resources and allocating funds effectively.
Defined clear targets and objectives and communicated to other team members.
Set aggressive targets for employees to drive company success and strengthen motivation.
Streamlined and monitored quality programs to alleviate overdue compliance activities.

Recycling & Sustainability Manager

Fuji Xerox NZ

12.2013 - 05.2015

Managed and led the implementation and roll out of Fuji Xerox “green” recycling and sustainability programme in New Zealand
Responsible for Recycling budget, ensuring efficient allocation and utilisation of resources
Quarterly and annual financial reporting to sister company in Japan ensuring alignment with company goals and strategy
Developed and executed a comprehensive training programme for the Sales Team to enhance their understanding of recycling initiatives
Acting as key spokesperson, presenting the company’s commitment to the sustainability programme
Building strong relationships and partnerships with recycling partners optimising the effectiveness of the

Personal Assistant/Executive Assistant

Telecom NZ (Spark)

06.2008 - 12.2013

Began in the role as Personal Assistant to the General Manager of Marketing and Brand for Gen-i Telecom subsidiary (that is now Spark Digital) and after this was promoted to Executive Assistant for the Spark Chief Information Officer
Responsible for management of executive diaries, coordination of team meetings, drafting agendas, taking minutes, producing other documentation as required by the leadership team, following up on meeting actions, and providing administrative support to the senior management team
Inbox management of General Manager
Running errands – personal and business
Managed travel arrangements including flights, accommodation, and itineraries for both domestic and international travel
Point of contact for the team to facilitate requests of senior executives and manage expense claims and reporting
Coordinated and managed key events, meetings, and conferences
Implemented and streamlined administrative process improvements
Onboarding new staff
Health and Safety Coordinator
Maintained appropriate filing of personal and professional documentation.
Oversaw personal and professional calendars and coordinated appointments for future events.
Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.

Summary

Overview

Work History

Profit Centre Manager / Sales

Aged Care and Village Subject Matter Expert for CRM

Care Suite Sales, Training, and Support Manager – national multi-site role

Retirement Village & Sales Manager (Operations and Sales)

Guest Services Manager (Customer and Guess Relations)

Assistant Retirement Village Manager

Recycling & Sustainability Manager

Personal Assistant/Executive Assistant

Skills

Accomplishments

Languages

Interests

Timeline

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