Kathryn Amy Brookes
Selwyn Heights
Summary
I am a conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance for clients and staff. I have strong communication and management skills and committed to continuous improvement for clients outcomes and service delivery. My passion, is to help and guide as many people as I possible, whether that be staff or clients I cross paths with.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Good Money Store Manager
Good Shepherd Australia New Zealand
07.2021 - 12.2023
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clients.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
NILS Housing Officer
Good Shepherd Australia New Zealand
07.2019 - 07.2021
- In this role I am responsible for actioning incoming referrals from Department of Housing's Rent Connect team in a timely manner to assist clients in need with NILS loans to set up or sustain a private rental.
- Develop and and maintain relationships with Government departments and other community agencies.
- A key achievement during my time in this role was making a brand new program a success. That was confirmed when the pilot program got refunded and extended to where we are now and then a further 2 more years funding taking it through to 2023 at the earliest.
Customer Service Advisor
Good Shepherd Microfinance
04.2017 - 06.2019
- Working in a retail environment offering NILS loans I was responsible for being the first point of contact for clients wanting a NILS loan. I would complete enquires, budgets and loan applications with clients and also assisted them to get the required documentation together.
- I have been been able to have strong, meaningful and honest financial conversations as well as provide multiple referrals to external organisations.
- Key achievements during my time in the role include making the shop front a success from original opening in April 2017. Providing vulnerable members of our community support either via referral or loan in a timely manner.
Customer Relationship Officer
Good Shepherd Microfinance
06.2015 - 12.2016
- I was responsible for many of the administrative tasks required for the Good Money NILS program to run smoothly including Centrepay and bank statement downloads and imports, arrears management, bank reconciliations and half yearly reporting.
- During my time in this role I experienced a change in loan management system in which I was heavily involved. This was extremely important as we had to make sure that all back office functions were working as we needed them to for the program to run smoothly.
- Key achievements during my time in this role include lowering the currently not paying rate and successfully utilising a new loan management system.
NILS Administrator
Carers Queensland Inc
06.2013 - 03.2015
- I was responsible for the day to day running of the NILS program including Centrepay downloads and imports, loan approval and management, arrears management, bank reconciliations and half yearly reporting to Good Shepherd Microfinance.
- I introduced streamlined administrative processes to maximise loan delivery across the State.
- Key achievements during my time in this role include approving 100 Home Energy Saver Scheme (HESS) applications saving clients thousands of dollars.
- I also managed to set up an arrears process to keep in contact with clients to try and minimise loan defaults, which was successful.
Corporate Assistant
Carers Queensland Inc
06.2010 - 06.2013
- During my time as Corporate Assistant I was responsible for staff payroll including salary sacrifice and superannuation. I also provided hands on assistance to the Manger Corporate in various tasks including the yearly budget.
- Key achievements in this role were developing good, strong relationships with staff members and external organisations.
- I also had a major part in transferring our payroll over to an external company. This required lots of problem solving as well as using good communication and time management skills as it all had to be set up on a deadline.
Accounts Payable
Carers Queensland Inc
02.2010 - 11.2010
- During my time as Accounts Payable I was responsible for paying all invoices on time for the state. I was using MYOB on a daily basis, I was responsible for bank reconciliations as well as credit card journals.
- This was a very fast paced job which required lots of time management and prioritising
Administrative Assistant/Receptionist
Carers Queensland Inc
08.2009 - 02.2010
- During my time as Accounts Payable I was responsible for paying all invoices on time for the state.
- I was using MYOB on a daily basis, I was responsible for bank reconciliations as well as credit card journals.
- This was a very fast paced job which required lots of time management and prioritising.
- During my time as Administrative Assistant I was responsible for answering the reception phone and managing the switchboard.
- I was also the first point of contact for walk in clients.
- I was also responsible for organising travel for staff, and catering for meetings as required.
- I was responsible mail outs to clients regarding recurring monthly meetings.
Education
A levels -
Great Barr Secondary School & Sixth Form
UK06.2008
Skills
- Verbal and Written Communication
- Work Planning and Prioritisation
- Administration and Reporting
- Employee Coaching and Motivation
- Team Leadership
- Data Entry
- Customer Service
- Multitasking and Prioritisation
- Calm and Professional Under Pressure
- Teamwork and Collaboration
Certification
Financial Capability Coach (Money Minded) Coach - accredited 24/08/2021
Referees
Celestte Dawson - Supervisor Good Money QLD - Good Shepherd Australia New Zealand - +61 431 931 240
Patricia Phillips - Telephone and Online Team Leader - Good Shepherd Australia New Zealand - +61 424 704 241
Timeline
Good Money Store Manager
Good Shepherd Australia New Zealand
07.2021 - 12.2023
NILS Housing Officer
Good Shepherd Australia New Zealand
07.2019 - 07.2021
Customer Service Advisor
Good Shepherd Microfinance
04.2017 - 06.2019
Customer Relationship Officer
Good Shepherd Microfinance
06.2015 - 12.2016
NILS Administrator
Carers Queensland Inc
06.2013 - 03.2015
Corporate Assistant
Carers Queensland Inc
06.2010 - 06.2013
Accounts Payable
Carers Queensland Inc
02.2010 - 11.2010
Administrative Assistant/Receptionist
Carers Queensland Inc
08.2009 - 02.2010
A levels -
Great Barr Secondary School & Sixth Form
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