ZENA ROSE GHAOUI

Effective community services professional with 14 years of experience in providing care and service to customers and clients in the community. Empathic, quick thinking and logical, with a history of building relationships and rapport and a passion for supporting people to find solutions, manage their wellbeing and achieve their goals. ATTRIBUTES Purpose-driven, natural counsellor Natural relationship builder and communicator Equipped with empathy and good listening skills Lived experience understanding of mental health challenges Highly interested in further developing coaching skills Analytical and reflective thinking and the ability to rectify problems quickly

• Code of Conduct and Ethics
• Using Lived Experience in Peer Work
• Recovery Coach
• Restricted Practices
• Rights of Persons with Disabilities
• First Nations Awareness
• Training
• Prevention of Discrimination & Harassment
• Professional Ethics and Boundaries
• NDIS Code of Conduct
• Service Quality and Safeguarding (and others)
• FOUNDATIONS OF TRAUMA AWARENESS
• Blue Knot Foundation
• CO-OCCURING MENTAL HEALTH AND ALCOHOL AND OTHER DRUG DISORDERS
• Central and Eastern Sydney PHN
• Z | R
• Providing friendly, warm and caring service
• Liaising with service providers in the community
• Assessing goals and barriers, co-creating plans for achievement
• Counselling and coaching skills
• Responsive, patient, appropriately directive support
• Fluent technological skills, data analysis, and reporting
• Time management
• Prioritising tasks within limited time frames
• Liaising within and across teams
• High volume, speedy and accurate note taking and record keeping
• Teams
• High volume, speedy and accurate note taking and record keeping
• EXPERIENCE CONTINUED
• YOUTH LEADER
• Treehouse Families / Sydney / 2017
• Building and maintaining relationships and rapport with young people possessing complex behaviors, supporting their developmental needs
• Coordinated programs, events and group activities for psychosocial development, managing schedules and calendars
• Writing case notes and behavior reports, providing recommendations on case management
• ADMINISTRATION COORDINATOR/ RECEPTIONIST (YOGA RESIDENCY PROGRAM)
• Heart and Soul Retreats / Otford NSW / Sept
• Nov 2022 (Volunteer)
• Delivering high standards of warm, friendly and welcoming customer service to new and existing guests, across email, telephone and in-person
• Providing detailed, informative and entertaining tours of the property and retreat program
• Solved years-long-standing website operational issue; improved customer experience and reduced stress on the team
• Tracking bookings, calendars, client information and voucher records, maintaining records
• Effectively communicating and liaising within and across reception, kitchen, housekeeping, practitioner and maintenance teams, coordinating appointments
• SALES ASSOCIATE
• Sunglass Hut / Bankstown, Sydney / 2013-2015
• Provided exceptional customer service, achieved ‘role model’ sales record
• Exceeded sales targets by up to 250%
• Applied merchandising principles, performed regular stock take and rectification
• STORE HOST
• MECCA Brands / Parramatta, Sydney / 2012
• Provided the best in friendly, warm service, while conducting skincare analyses
• Expert on dozens of brands and their products, delivered education and sales in a feature-to-benefit framework
• TEAM LEADER
• Ynot Café & Pizza / Bass Hill, Sydney / 2009-2011
• Managed busy storefront during peak periods
• Managed, directed and supported training of 4+ staff members
• Provided high standards of customer service to patrons and carried out successful in-house marketing
• Liaised with external stakeholders
• EXPERTISE
• ZENA ROSE
• Z | R