Customer Service Manager
Resume:
Resume
Resume
Personal Details
KASHA WIENCIERZ
DATE IF BIRTH: 28th December 1971
NATIONALITY: Australian
ADDRESS: **** ****** ******** **** *. Apt#2304 Newnan GA, 30 265
PHONE: 714-***-****
E MAIL: *****@*********.**.**
Career Objectives
To further progress and consolidate my skills, experience and knowledge in delivering Customer
Service, and promoting Quality, Project and Risk Management in a dynamic and committed service
based organisation.
Competencies
General Management Skills
•
Ability to work without supervision
o
Great problem solving and risk management skills
o
Ability to create a positive team environment
o
Enthusiastic leader
o
Experience in Customer Service, Complaints Management and Conflict
o
Resolutions
Great achievements in creating effective quality systems
o
Ability to motivate team to achieve best possible outcomes
o
Project Management
•
o Ability to manage projects
o Goal setting skills
o Experience in developing problem solving strategies
o Skill in transferring research into practice
o Experience in the implementation of better practice projects
o Excellent evaluation skills
Teaching and Mentoring
•
o Ability to work constructively with others to achieve desired goals
o Developing staff and development training
o Vast experience in delivering education sessions and workshops
o Experience in using of multi media training and presentation equipment
o Leading working parties, steering committees and project teams
o Developing short and long term Strategic Planning
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o Experience in providing counselling to improve performance management
General Administration Skills
•
o Excellent knowledge of general office procedures
o Sound knowledge of Microsoft Word, Excel, and Visio
o Excellent phone skills
o Ability to create and review Policies and Procedures
Data Collection and Analysis
•
o Vast experience in creating data collection/analysis tools for internal and external
benchmarking purpose
o Ability to analyse data and create trend reports (which served as a base for
divisional and organisational strategic plans)
o Great knowledge of methods of data analysis
Employment History
(2006 2012) Most Recent Employer: ACH Group
(Adelaide)
Positions held: Education Research and Quality Systems Manager
Manager Operational Projects and Quality Systems
Reporting to: General Manager Residential Services
Number of people reporting to this position: 1 Residential Services Quality Coordinator
Key Responsibilities:
• Operating at a senior level in the organisation
• Managing training and human resource development for staff
• Developing schedules and facilitate staff education programs based on identified /
required training
• Identifying staff learning and development needs and present plans of action to address such
needs
• Developing and managing staff training records, and development of training reports
• Mentoring and coaching senior staff
• Facilitating trainings and delivering presentations in “Customer Service”, “Behavior
Management”, Mental Health Care for Staff Members”, ‘Use of Root Cause Analysis’,
‘Addressing complaints’, ‘Continuous Quality Improvement’, Conflict Resolution’, etc
Quality Assurance
•
Promotion and implementation of better practice initiatives
•
Development of Risk Management framework
•
Guiding residential sites through the Accreditation process to ensure best outcomes
•
Implementation and promotion of divisional continuous quality improvement plans
•
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Management and coordination of organisational and divisional projects
•
Quality documentation management
•
Facilitating educational seminars (internal and external)
•
Creating functional computer programs, spreadsheets, calculation tools and databases
•
Funding data analysis
•
• Developing divisional strategic and operational plans
• Conducting business case and trend analysis reports
• Close cooperation with Executive and Senior Managers’ team
• Assisting Senior Managers in developing risk, compliance and quality management plans,
which link into divisional plans.
• Review and ongoing improvement of divisional policies, procedures and methodology, ensuring
they are benchmarked against best practice and meet Quality Standards
Achievements:
Managed and drove very effective operational quality, risk and compliance systems across all residential
sites
Developed a quality assurance framework for effective and timely risk identification and management
processes for residential division
Oversaw 8 successful full Accreditation audits
Implemented very effective Quality and Risk Management systems:
• Quality Continuous Improvement system
• Comments, Compliments and Complaints system
• Organisational Education system
• Customer feedback system
• Customer Complaints reporting system
Coordinated successful transition between funding instruments with good financial outcomes
Developed a range of internal and peer review audits
Established trend analysis reports and internal benchmarking system
Managed a series of successful organisational and divisional projects, ie
• Mental Health Project with Mental Health Manual Guidelines for staff (2012)
(2005 – 2006) Employer:
Southern Cross Care SA NT
(Adelaide)
Position held: Quality and Project Manager
Reporting to: Executive Operational Manager Residential and Community Services
Key Responsibilities:
• Guiding residential sites through the Accreditation process to ensure best outcomes
• Implementation and promotion of divisional continuous quality improvement plans
• Managing and coordinating internal and external audits ensuring timely close out of any
findings
• Undertaking compliance, risk and quality assessments
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• Identifying, reporting and recommending corrective actions to manage operational risks
across the division
• Monitoring and review of funding across all sites
• Providing independent reports with respect to the overall progress of quality,
compliance and risk management.
Achievements:
• Supervised 3 successful full Quality Accreditation audits
• Implementation of Internal Audits
• Successful implementation of Behavioral Management Project
2003 – 2005)
Employer:
Uniting Care Wesley
( (Adelaide)
Position held: Quality Coordinator
Reporting to: General Manager Residential
Number of people reporting to this position: 70+
Key Responsibilities:
• Providing effective leadership to 70+ staff members
• Guiding the site through the Accreditation process
• Promoting better practice in Quality Care,
• Leading projects and deliver education programs related to Risk Management, Different
Methods of Data Collection and Evaluation, as well as improvement of Customer Service.
Achievements:
• Successful full Quality Accreditation audit
• Implementation of effective comments and complaints system
• Introduction of new Quality Planning and Evaluation system
• Significant increase of funding
(1999 – 2003) Employer: Pennington Aged Care Village Serbian Association
(Adelaide)
Position held: Hostel Supervisor
Reporting to: Director of Nursing
Number of people reporting to this position: 40+
Key Responsibilities:
• Direct supervision and support for Personal Care Workers
• Pharmaceutical orders
• Booking and preparation for appointments
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Providing consultations with GPs and Specialists
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Coordinating admissions of new residents to the Hostel
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Creation and evaluation of residential Nursing Care Plans
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Completing and sending RCS documentation
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Generating clinical reports
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Providing support and information for families
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Coordinating and recruiting volunteers
•
Education
2006 – 2008
Bachelor of Health Science (Major in Adult Education and Psychology)
University of SA
Bachelor of Nursing
2003 – 2005
University of SA
EN (Enrolled Nursing) Course
2001 – 2003
Port Adelaide TAFE
Bachelor of Psychology
1999 – 2002
University of SA
Public Administration College
1986 1990
Katowice (Poland)
Recognized as: Associate Diploma in Public Administration by Australian
TAFE
Additional Courses
Mental Health First Aid Course
2011
MHFA, the University of Melbourne
Certified Respecting Patient Choice Trainer
2011
Austin Health
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Knowledge Translation: Implementing Evidence in Practice
2009
JBI, The University of Adelaide
Partners in Positive Ageing
2009 – 2010
ACH Group
Managing Pain in People with Dementia
2007
Royal College of Nursing Australia
2005 2007 Certificate IV in Front Line Management
Leadership Management Australia
Qualified Health Care Assessor
2004
Group 3
Business Excellence in Aged Care
2003
Wesley Uniting Care
Effective Supervisory Management Program
2001 2002
Leadership Management Australia
Personal skills
Ability to work in and lead a team
Passion for learning
Organized, methodical and versatile
Adaptable, original and creative
Ambitious and reliable
Showing initiative
Temporary / Voluntary Work
Migrant Resource Centre – Administration Support (1994)
Multicultural Child Care Unit – Carer (1995)
John Paul II Hostel Polish English Interpreter – (2002 – 2005)
Red Cross Katherine NT External consultant – (2006)
Personal interests
I have two main interest areas:
Travel
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So far I have been able to visit nearly 20 countries on 5 different continents. What I like about traveling
is the ability to experience different cultures, try foreign food, and most of all meet new, interesting
people. During my travels I have been fortunate enough to meet many fantastic personalities and make a
few lifelong friendships.
Clothing design
In my free time I love to design and remake my own clothing. I have a great passion for creating new
styles and love exploring my creative side. I feel delighted when I get asked by friends to help them
select the perfect outfit and make up for their special occasions.
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