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Work Experience

Dec 2021Current

Administration Area Lead/ Administration Partner, West Victorian Region (Multi-Site)

Everyday Independence

Ensuring my area administration team is working at capacity

  • Administration training of hub team members face to face and online
  • Overseeing the efficiency of administration KPIS within the region
  • Coaching, support and leadership to Admin Assistants and Admin Partners within the region

Developing relationships with our valued referrers

  • Development of marketing plans in collaboration with the Area Lead
  • Overseeing implementation of the marketing plan
  • Growth and maintenance of support coordinator relationships
  • Promoting strong and current knowledge of brand, service offer and competitive advantage within the region including internal teams and to local referrers

Ensuring participants have a smooth journey

  • Communicating with stakeholders
  • Managing feedback processes
  • Seamless management of therapist handover processes
  • NDIS plan review tracking
  • Working with key internal stakeholders to provide accurate ongoing service forecasts
  • Collaborating on practitioner to participant assignment
  • Maintaining an awareness of participant aspirations to inspire possibilities
  • Managing waitlist to schedule demand
  • General participant records management and reporting

Managing the local hubs physical environment

  • Inducting new starters
  • Maintaining safe work environments within the region
  • Ensuring that each hub within the region is sufficiently resourced
20182021

Participant and Practice Lead

Everyday Independence
  • Team supervision and support (1 site)
  • Business development training and support (NW Region)
  • Appointment setting 
  • Office management
  • Meeting chair
  • Business to business relationship management 
  • Referral generation
  • Client liaison
  • New site sourcing and development
  • Training and mentoring new staff (Wyndham Hub)
  • Conference management
  • PPL mentoring (North Victoria Region, South East Queensland, West Victoria Region) 
20172018

Customer Service Specialist / Office Manager

Wesley Uniting Employment Services
  • Team supervision
  • Appointment setting 
  • Office administration
  • Meeting chairperson
  • Business to business relationship management 
  • Statewide finance: wage subsidy transactions between Wesley and employers
  • Client liaison 
20152017

Sales and Banking Consultant

Suncorp Banking Group
  • Cash handling
  • Customer service
  • Team leadership 
  • Team member training 
  • Treasury 
  • Policy and procedure development
  • Sales
  • Insurance
  • Personal loans 
  • General banking  and credit cards
20142015

Store Manager

Telstra Group
  • Cash handling
  • Customer service
  • Leading and managing teams
  • Team member training
  • Rostering
  • Recruitment
  • Stock management 
  • Reporting (budget, profit & loss)
  • Visual merchandising
  • Customer feedback management
  • Team KPIs 
  • Staff performance management 
  • Campaign management
  • Face of marketing (radio and print)
20132014

Sales Team Leader (Multi-Site)

Telstra Group
  • Cash handling  
  • Customer service  
  • Team leadership 
  • Team member training  
  • Stock management 
  • Event floor management
  • Visual merchandising 
  • Customer feedback management
  • Team KPIs  
  • Campaign management
  • Team motivation 
  • Sales 

Achievements

2022
The first Administration Support Lead to implement a regional process for proving administration support for therapists,  that is now being formalised and adopted company wide. 

Transition to new premises due to meet client demand, coordinating the design, structure and setup of the new Western Melbourne Hub (Derrimut) including all OHS policies for safe entry to schedule. 

2021
Transition to new premises to meet client demand, coordinating the design, structure and setup of the new Wyndham Hub (Werribee) including all OHS policies for safe entry to schedule. 

Team increase from 16 people to 20 people, maintaining a positive team culture through ongoing state of disaster challenges. 

Promotion from a Single Site Participant Practice Lead to multi-site Administration Support Lead, including overseeing the successful operation of the third and fourth largest hubs in Australia. 

2020
Team increase from 4 to 16 people, maintaining a positive team culture through a state of disaster. 89% retention rate for team members within the hub reflecting the strong team culture the Wyndham Hub embodies. Successful maintenance of all support coordinator relationships through COVID-19. Support provisions for 14 therapists transitioning to telehealth model of delivery. Initiating and chairing fortnightly huddles for mentoring of PPLs within the North Western Region to better the support within the organisation. 

2019
Highest growth in the company for referrals 5 consecutive months

2017
#1 Sales ranking within the VIC/ SA/ WA/ TAS region - Suncorp Group 

2016
#9 Sales ranking within the VIC/ SA/ WA/ TAS region - Suncorp Group
0% Variance in cash reconciling

2015 
0% Variance in cash reconciling
#4 national ranking net promoter score (customer service) 
32% increase in store revenue 

Referees

Mathew Unwin
Team Leader
Everyday Independence
PHONE: 0438 419 170
RELATIONSHIP : Former Direct Report

Sonia Borg 
Occupational Therapist 
Everyday Independence
PHONE: 0439 747 089
RELATIONSHIP : Former Direct report