Zoe Norman
Whyalla ,SA
Summary
Accomplished leader with a proven track record at Foodbank SA, adept in strategic planning and staff training, enhancing operational efficiency and sales growth. Spearheaded initiatives that fostered a culture of excellence and customer service, achieving significant improvements in team performance and customer satisfaction. Expert in multitasking and staff management, with a focus on achieving results through innovation and effective mentoring.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Regional Manager
Foodbank SA
06.2022 - Current
- Led and guided a team of 15 volunteers and 2 staff members at Foodbank, ensuring that all initiatives and operations were aligned with the organisation's values and mission.
- Promoted a culture of continuous improvement through ongoing process reviews, volunteer and employee engagement initiatives, and open channels of communication.
- Established a positive and collaborative work environment that prioritised exceptional customer service, inclusivity, and respect for all patrons and team members.
- Conducted regular training sessions and provided ongoing support to volunteers and employees, equipping them with the skills and knowledge to deliver outstanding service and uphold Foodbank's values.
- Fostered a culture of continuous improvement and excellence within the team, encouraging innovation, creativity, and a commitment to enhancing the overall customer experience.
- Oversaw all shop operations, including donation sorting, pricing adherence, inventory management, and compliance with Workplace Health and Safety (WHS) regulations, to maintain a safe and efficient work environment.
- Developed and implemented effective visual merchandising strategies to enhance product presentation, maximize sales, and elevate the overall shopping experience for customers.
- Managed sales and expenditures within set budgets, optimising resource utilisation to achieve positive financial outcomes and support Foodbank's mission.
- Executed necessary administrative tasks and reporting obligations, maintaining accurate records of transactions, inventory levels, and operational activities.
- Ensured compliance with Foodbank's policies and procedures in all aspects of day-to-day operations, promoting consistency, efficiency, and adherence to industry best practices.
- Performed opening and closing procedures for the store, including associated tasks such as cash handling, security checks, and facility maintenance, to ensure a smooth and secure operational transition.
- Implemented systematic procedures for inventory management, restocking, and cleanliness to uphold operational standards and meet customer expectations consistently
Disability Employment Officer
Community Bridging Services Inc.
07.2021 - 04.2022
- Completed case narratives to document client meetings.
- Enhanced job seeker satisfaction by providing personalised employment guidance and resources.
- Fostered a supportive environment within the office, resulting in greater team cohesion and improved workplace morale.
- Established strong relationships with local businesses and organisations, increasing collaboration on workforce development initiatives.
- Managed caseloads effectively while maintaining timely communication with clients regarding their job search progress.
- Maintained detailed records of client progress towards employment goals, enabling regular follow-up support where necessary.
- Assisted job seekers in writing compelling resumes and cover letters that effectively showcased their skills and experiences.
- Provided ongoing support for both employers and candidates during the hiring process, ensuring smooth transitions into new roles.
- Prepared administrative reports or other documentation to determine program success.
- Prepared written correspondence explaining decision, rationale and appeal rights.
- Actively participated in community events promoting our services which led to an increase in public awareness about our agency.
Logistics Manager & Administration Officer
Teleconnex
01.2016 - 12.2020
- Enhanced customer satisfaction by closely monitoring order fulfillment and addressing issues promptly.
- Ensured regulatory compliance in all aspects of logistics operations, including transportation safety standards and customs requirements.
- Directed shipping and receiving of wide range of products daily.
- Improved on-time delivery rates by optimising transportation routes and scheduling.
- Conducted regular audits of logistics practices to identify areas for improvement and implement corrective actions accordingly.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
- Resolved shipping discrepancies by coordinating customer and courier communications.
- Efficiently managed budgets, ensuring optimal allocation of resources towards critical projects while minimising unnecessary expenditures.
- Oversaw the procurement process, establishing strategic partnerships with suppliers to reduce lead times and minimise stockouts.
- Established contingency plans for potential disruptions in the supply chain, ensuring business continuity during unforeseen circumstances.
Senior Youth Worker
Department For Child Protection And Family Support
06.2010 - 01.2016
- Facilitated the provision of high quality assessment and treatment programs, and liaised with government and non-government agencies to meet the needs of clients.
- Provided a service that is culturally sensitive and inclusive of the needs of diverse cultural populations.
- Utilised experience in dealing with clients in residential care settings who were at risk through the application of crisis intervention theories and strategies including diffusion, negotiation and mediation.
- Collaborated with community partners to create opportunities for youth to gain valuable skills and experiences.
- Provided crisis intervention services when necessary, connecting youths with appropriate mental health resources during times of acute stress or trauma.
- Supported at-risk youth through mentorship, providing guidance to improve their personal and academic lives.
- Developed strategies to address challenging behaviors in youths while maintaining a positive group dynamic.
- Maintained comprehensive records of participant progress, allowing for accurate reporting on program outcomes and success stories.
- Served as an advocate on behalf of young people within the broader community, championing their needs and interests through policy initiatives and public outreach efforts.
- Provided effective support, training and supervision to new and experienced staff by resolving conflict, providing practical advice on a wide range of Residential Care practices, leading by example, and contributing to the team's professional development.
- Planned each shift and directing team members to carry out tasks in order to achieve the unit goals, taking leadership and adopting responsibility for decisions made and actions taken during the shift.
- Analysed problems and formulating solutions based on the practical interpretation of policies, procedures, the Code of Ethics and relevant legislation.
Education
Bachelor of Arts - Psychology
Griffith University
Open Universities Australia11.2007
Bachelor of Arts - Sociology
Griffith University
Open Universities Australia11.2007
Skills
- Operations
- Staff Training and Development
- Strategic Planning
- Staff Management
- Business development and planning
- Training and mentoring
- Effective Multitasking
- Customer Service
- Retail Operations
- Sales Growth
Certification
Advanced First Aid
Vicarious Trauma & Psychological First Aid
Child Safe Environments
Duty of Care for Workers
Risk Management for Workers
Workplace Emergency Response
Work, Health & Safety Fundamentals
Occupational Health & Safety Risk Management
Information Sharing Guidelines
Conflict Resolution
Dealing with Aggressive & Potentially Violent Behaviour
Nonviolent Crisis Intervention
Injury Management
Aboriginal Cultural Sensitivity & Respect
Cultural Inclusion
Alcohol & Other Drugs in the Workplace
Merit Selection
Respectful Treatment & Ethics at Work
Due diligence for Site Managers
Reporting Abuse and Neglect
Code of Ethics
Identifying Poor Performance, Misconduct and Absenteeism
Bullying and Harassment for Employees
Timeline
Regional Manager
Foodbank SA
06.2022 - Current
Disability Employment Officer
Community Bridging Services Inc.
07.2021 - 04.2022
Logistics Manager & Administration Officer
Teleconnex
01.2016 - 12.2020
Senior Youth Worker
Department For Child Protection And Family Support
06.2010 - 01.2016
Bachelor of Arts - Psychology
Griffith University
Bachelor of Arts - Sociology
Griffith University
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