Tracy Woodman
Clarks Beach,AUK
Summary
Enthusiastic, hardworking, and highly motivated to succeed. Approachable, friendly, and empathic demeanour which enables me to work successfully with a wide diversity of peoples and cultures. Strong leader and mentor who leads by example Organized Operations Lead with background motivating, coaching and overseeing teams by employing excellent interpersonal and multitasking skills. Strong independent judgment and critical-thinking abilities.
Overview
21
21
years of professional experience
Work History
Operations Lead
Reach Aotearoa
03.2023 - Current
- Responsible for providing high quality leadership and operational support across the business
- Shift Leadership and Team Management: - Overseeing allocation and escalation of work
- Monitoring on shift performance and productivity of team members, intervening and providing feedback as required via reporting platforms
- Identifying process and/or training gaps within service delivery
- Managing team member welfare and resolution of conflict escalation
- Compliance of Te Whatu Ora processes and flexing and implementing changes across teams when identified
- Investigating complaints and assessing potential privacy breaches
- Using rostering tools and queue data from reporting platform to maintain optimum staffing requirements required on shift
- Conducting briefings with supports/calling teams and wider teams
- Central point of contact for management, clinical teams, service support, shift supports, team leaders and agents for communication
- Running reports and attending meetings as required for internal/external stakeholders
- Creating programs and circulating internal resources to enhance workers' technical knowledge, according to regulatory and organisational expectations.
- Recommending actionable changes, lead provisioning and draft plans to maintain operational status.
- Motivating and training employees to maximize team productivity.
- Managing internal operational standards and productivity targets.
- Analyzing metrics and performance and reported findings to management.
Census Field Team Leader
Census
11.2022 - 05.2023
- Providing high quality leadership and mentorship to Assisted Field Collectors Census Team
- Organising and allocating work schedules to ensure operations are staffed to maintain workflow
- Conflict resolution
- Strategising, planning and completing of Census operations for designated area
- Goal setting and ongoing motivating of team members to ensure collectors remain focused on end goals
- Facilitating group training sessions for Collectors/Senior Collectors using Census training guides and materials
- Monitor the progress and performance of Collectors -ensuring workloads completed on schedule and within quality standards
- Conducting observations of Collectors during field work and conducting on-the-job training
- Monitoring and resolving Health & Safety and Safety Concerns
- Providing feedback to team members for improving performance and expectations to meet timeframes and quality standards
- Providing avenue for retraining collectors when required, recommending and documenting low performing collectors
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Participated in cross-functional team-building activities.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
Shift Lead
Reach Aotearoa
08.2022 - 03.2023
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Conducted performance reviews and provided staff with feedback and guidance.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Resolved conflicts between employees to maintain positive and productive work environments
- Managed 100+ staff on Inbound/Outbound calling lines
- Delegated daily tasks and responsibilities
- Responded to and resolved customer questions and concerns
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction
- Enforced company policies and processes with employees
- Managed shift operations, and monitored team performance to meet business demands and running smoothly
Shift Support
Reach Aotearoa
02.2022 - 08.2022
- Coordinated with Shift Leads to verify support for inbound and outbound phone lines
- Proven ability to learn quickly and adapt to new situations.
- Works well within virtual team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively within team environments
- Self-motivated, with strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supporting large calling teams providing guidance and knowledge expertise when needed
- Monitoring calling agents productivity and reporting issues to Shift Leads
- Providing guidance to calling agents to de-escalate situations
- Ongoing problem solving and providing solutions to identified gaps
- Dealing with customer complaints and callbacks when required
- Coordinating inbound and outbound call lines
Team Leader
Reach Aotearoa
02.2022 - 08.2022
- Providing high quality leadership and operational support across the business while on shift
- Overseeing allocation and escalation of work as required
- Overseeing RAT Inbound and Outbound call channels, Shift Supports and agents
- Monitoring productivity and performance on shift and intervening as required via reporting platforms (Salesforce/NCTS/reports, DI/Emite dashboards) and support banners
- Managing/escalating team member conflict resolution
- Team member welfare follow up and escalation where required
- Conducting briefings with supports/calling teams and wider team
- Assisting Team Coordinator's in managing under-performing team members
- Identifying process and/or training gaps within service delivery
- Day to day point of contact for shift supports
- Raising feedback and gaps through to Shift Managers
- Participation in weekly internal and external provider meetings
- Supporting callers on shift, assisting callers with queries by providing advice via Teams
- Skilled in all aspects of Shift Support Processes - NCTS, BHR, Maritime, Éclair, Request A Rat
- Leading and mentoring a team of up to 37 RAT Inbound agents
- Ensuring team members feel comfortable expressing themselves, supported and valued
- Performing weekly engagement with agents through one-one calls, mini group chats, team meetings, drop in sessions
- Providing new team members with Team Induction, supporting, and assisting them through Reach Aotearoa processes and procedures, ensuring they are aware of correct processes prior to shift
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
- Built strong relationships with team members through positive attitude and attentive response.
NSIS Service Coordinator
ACC
08.2019 - 07.2020
- Managing and assisting clients with high complex needs and situations
- Coordinating housing, vehicle, equipment, education, cares, therapy, medical referrals for assessments to be completed to identify and provide guidance for injury related needs
- Implementing strategies identified from assessments in a timely manner
- Coordinating and attending multi disciplinary meetings
- Coordinating and referring for assessments to ensure client needs identified and appropriate referrals and supports actioned
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Coordinated and monitored service activities to confirm work met all requirements.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Assessed customer needs and developed solutions to meet needs.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Communicated with clients and service providers to provide updates on work progress.
- Prepared reports on service performance metrics and key indicators for management review.
Enabling Independence Case Manager
ACC
10.2016 - 08.2019
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Partnered with physicians, social workers, therapists, nutritionists to develop and implement individualised care plans and documented client interactions and interventions in electronic systems.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Evaluated treatment plans against client's individual goals
- Referred clients to appropriate team members, community agencies and organisations to meet client needs.
Enabling Independence Case Co-ordinator
ACC
03.2015 - 10.2016
- Excellent customer services skills by demonstrating an approachable, respectful, and empathic manner with clients, family, providers, colleagues, and other key stakeholders
- Strong and active team member in helping promote a positive work environment
- Pivotal member of team ‘Achievement Board' working group
- Preparing and facilitating training sessions with site staff
- Stand in Team Leader when required
- Branch Action Team Member - active member of the Branch Action Team providing positive input to promote staff engagement within ACC
- Creative and resourceful and able to ‘think outside the square' to find solutions to overcome obstacles and barriers
- Using gained knowledge and experience to assess clients and build a rehabilitation plan to best support client towards return to preinjury independence
- Demonstrating strong decision-making ability – able to analyse, evaluate and make well-reasoned decisions in both approving and declining services
- Establishing strong working relationships with ACC service providers, treatment providers, medical professionals other interested parties to provide the quickest and most effective path that will enable client to return to independence
- Coordinating appropriate interventions by providing the right service at the right time, helping clients to achieve realistic return to independence
- Strong time management skills ensuring tasks are completed in an effective, timely manner
- Supportive and able team member contributing to providing an effective, productive team environment
- Demonstrating flexibility and willingness to learn new skills, seeking advice from peers when needed
- Initiating and developing regular peer meetings within EI CC/CA team to help promote share ideas and increase consistency across our team
Collections Registry Officer
MINISTRY OF JUSTICE
11.2012 - 03.2015
- Buddy' for new staff members
- Founding contributing member of Collection Engagement Committee to help promote staff engagement within the Ministry
- Experienced Court Room Deputy Register - Fines and Civil Hearings
- Sound competency using MOJ systems eg: Salesforce/CRM
- Deputy Registrar Duties:
- Completing assessments and writing recommendations and reports for Judicial consideration
- Assessing suitability of customers and writing recommendations for alternative sentences
- Writing, signing, and serving of Community Work Orders
- Completing financial assessments on offenders/debtors to determine ability to make repayments for outstanding fines/ and civil debt to creditors
- Ensuring customer focused delivery by demonstrating customer service in an approachable, respectful, and empathic manner
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Performed routine data entry or document management.
AOD Office Manager
WAAHI WHAANUI TRUST
09.2008 - 11.2012
- Providing excellent administrative management for an alcohol and other drug counselling team based with outreach clinics in rural locations
- Involvement in recruitment of new staff
- Co-ordinate training and travel onsite and externally
- Working with justice referred clients to provide a positive environment for clients to complete court ordered AOD requirements
- Providing a supportive and non-judgmental environment for clients entering the service
- Create and maintaining spreadsheets, databases, and reports both externally and internally
- Client Management - maintaining databases, referrals, appointments, and client files
- Fulfilling reporting and auditing requirements for DHB contract compliance
- Proficient with NOAH and PRIMHD databases
- Collating information and compiling reports as required for CEO, Board of Trustees and Ministry of Health
- Liaising with external stakeholders eg: Probation, Police, CYFS, DHB, AMHS, MOH
Diversional Therapist
OZ CARE
09.2002 - 09.2008
- Developing and overseeing individual and group activities programmes for special care residents in aged care facility
- Carrying out reviews and updating residents' programmes as required by Quality Policies and Procedures
- Administrative duties – database, correspondence, telephones enquiries
- Supporting residents and residents' families ensuring their needs are met
- Organising entertainment and special event functions both internally and externally
- Local media liaison regarding special events
- Overseeing physiotherapy activity programmes for residents
- Organising and facilitating residents/relative/carer's meetings
- Complying with government agency requirements and auditing processes
- Accountability for financial budget within unit
- Ensuring Health and Safety procedures are followed
- Assessed clients' mental health needs, developed treatment plans and monitored progress.
Education
Certificate in Business Management -
NZIM Business Management Programme
New Zealand2012
Skills
- Solutions based thinker with good problem-solving skills who can act decisively within guidelines required
- Strong leader who leads by example and enjoys mentoring staff to achieve best practice and quality delivery of work
- Self manager who can work with efficiency and urgency to deliver high quality work within deadlines
- Great communicator and facilitator with ability to engage and maintain communication including within virtual working environments
- Strong organizational and planning skills with ability to prioritize
- Conflict management skills
- Enthusiastic, approachable and collaborative working style
Affiliations
Te Reo Level 1 & 2WORKSHOPS: Training the Trainer Hard to Have Conversations Exploring Leadership Blue Print – Boundaries and Professionalism Blue Print – De-Escalation Matua Raki – Justice Clients Brainwave Trust – Early Brain Development Health & Disability Training Child Matters – Child Protection Workshop
Timeline
Operations Lead
Reach Aotearoa
03.2023 - Current
Census Field Team Leader
Census
11.2022 - 05.2023
Shift Lead
Reach Aotearoa
08.2022 - 03.2023
Shift Support
Reach Aotearoa
02.2022 - 08.2022
Team Leader
Reach Aotearoa
02.2022 - 08.2022
NSIS Service Coordinator
ACC
08.2019 - 07.2020
Enabling Independence Case Manager
ACC
10.2016 - 08.2019
Enabling Independence Case Co-ordinator
ACC
03.2015 - 10.2016
Collections Registry Officer
MINISTRY OF JUSTICE
11.2012 - 03.2015
AOD Office Manager
WAAHI WHAANUI TRUST
09.2008 - 11.2012
Diversional Therapist
OZ CARE
09.2002 - 09.2008
Certificate in Business Management -
NZIM Business Management Programme
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