Naomi Graetz Email and Phone Number

Passionate Leader of the site Administration team. I provide high-level administrative support to the Site Management team, assist with the coordination of quality control and adherence to the Aged Care Quality Standards and assist with the coordination of continuous improvement opportunities.I'm passionate about delivering high quality care to our residents and families, conducting site tours with potential residents as required and coordinating the Admission and Departure process at a site level. As Administration Services Coordinator my role is to support the coordination and management of accreditation processes.

Manager of a dedicated team including Field Workforce Coordinator, Senior Home Care Workers, and approx. 80 Support Workers across aged care, disability services and mental health.Passionate Community Services and Home Care Leader delivering meaningful and person centred services in Adelaide.Champion of Change Management and Continuous Improvement, Project Management and Quality Systems.

Leading a team of dedicated Administrative Professionals and Customer Support Officers, delivering high quality aged care services.Management of Administrative processes, staff recruitment, governance of funded aged care services and finance support.Champion of Change Management.

• Leading Team as a Champion of the Customer Experience Vision• Deliver Individual and Team results in line with the LOV framework• Manage Quality Assurance processes including delivering training and coaching• Managing risk and debt, and maximising revenue collection of Optus Customer Base, particularly those demonstrating Hardship/Vulnerability and via Webchat Channels, while retaining valued customers.• Creating and maintaining an engaged workforce• Set, Manage and deliver upon measurable team objectives in line with company strategy• Manage Performance Issues in a timely and effective manner• Manage and continually improve FAST Hardship/Vulnerable and FS Webchat Processes• Establish and Maintain relationships with key internal and external stakeholders (including Legal and Regulatory) as well as external Financial Counsellor Groups, TIO and regulatory groups• Analyse Team data and results and report transparently on Hardship, Vulnerable and Webchat Team performance• Positively communicate change, deliver training and deliver general communications with Team• Network, Support and Nurture Working Relationships with Team, Leadership Group and Management• FSSC / Coach Manager• Hardship/Vulnerable and Webchat Subject Matter Expert• Identify and facilitate coaching for performance improvement• Identify Process Improvements, implement work flows, ensure process is up to date, management of database improvements, negotiate WTA/SLAs• Recruitment of FSSCs, FAST agents and FS agents

• Coaching and Mentor of Financial Services Consultants• Manage Customer Escalations• Analyse and coach on team and individual results• Financial Services Subject Matter Expert• Highly proficient in Optus systems• Highly proficient in the Microsoft suite of programs• Morale and motivation of team• Support Leadership Group and centre• Identify and implement process improvements• Display and model the Optus Values, leading by example

• Deliver an Exceptional Customer Experience• Manage debt and maximise revenue collection• Display Optus Values