Brisbane, Queensland, Australia
Experienced Customer Service & Business Specialist with a strong passion for exploring, trialling, and implementing innovative methods to boost efficiency and drive results — all while fostering a positive and engaging workplace culture. Driven by a genuine commitment to exceeding business KPIs, stakeholder goals, and customer expectations, I’m dedicated to continuous improvement and strategic thinking. My goal is to establish myself as a high-performing professional, subject matter expert, and trusted strategist within leading business organisations. In my spare time, aside from spending time with family and friends, I am also an forex day trader. I focus mainly on on AUDUSD, NZDJPY, USDCHF, USDJPY and most of my posts will relate to the movements of markets. Please reach out if you feel I can add value to your business or if you'd just like to grow your network.
Senior leader within multiple government projects. Establishing Business As Usual practices, guides & processes, creating healthy rapport with multiple stakeholders. Creating databases for reporting, conducting audit tasks, ensuring we are satisfying NDIS requirements.
Within the Disability Accommodation, Respite and Forensic Services team, specifically the Billing Implementation Unit.
-Auditing various several invoices and reimbursements and ensuring they align with participant’s NDIS plans and goals. -Providing detailed responses whilst quoting NDIS terminology to service providers, support coordinators, participants, and plan nominees in relation to why NDIS funding can or cannot be used to cover specific items/services. -Processing specific high value invoices (Assistive Technology, Home Modifications, Accommodation, SIL etc) to assist various teams within the organization, when required. -Providing support and recommendations to quick texts, effectively resulting in efficient solutions to various systematic issues. -Providing training support to new employees about specific procedures when required.
- Assisting with participant, support coordinator, plan nominee & service provider enquiries via Live Chat. - Maintaining up to three live chats at a time whilst providing quality service and answering emails via cases in the system. - Scheduling outbound calls if required to assist in escalated enquiries. - Updating and maintaining participant records in the system.
- Answering inbound calls and emails, whilst occasionally making outbound escalation calls.
-Providing specific, tailored support for clients who have been employed for 20 weeks and over, whilst also providing support to their employer. -Maintaining and building key relationships between new clients, employers and seeking new vacancies through their network. -Reporting directly to the regional manager in our monthly catch up, updating business managers on my progress, data, and clients. -Driving out to meet with clients and their employers on site, scheduling weekly appointments for those clients who are considered to require High Ongoing Support, fortnightly appointments for clients in Moderate and Flexible ongoing support.
-Reverse marketing clients to employers and creating unique employment opportunities for our clients. -Being responsible for claims, post placement support, ongoing support, booking future appointments, conducting initial appointments, re-engagements -Conducting fortnightly appointments with jobseekers and holding them accountable to their mutual obligations by following up on tasks, job applications etc. -Building strong rapport with employers and explaining government funded (and APM’s) wage subsidies. -Creating and editing resumes for jobseekers across various offices in North and South East QLD regions
-Assisted in building & maintaining a company website, Facebook and Instagram business pages -Assisted in designing business cards, flyers & promotional materials. -Responsible for follow up calls to new and existing clients ensuring that all clients receive a professional customer service experience. -Responsible for ordering and managing tools & equipment across various sites
-Responsible for writing third party contracts and agreements including asset transfers, change in entity structures and tail book sales and transfers. -Provided Brokers, Directors & Franchise owners with advice and explanation on various clauses within their contacts and agreements. -Liaising with Brokers, Directors & Franchise owners with updates of agreement terms, explaining the differences and how it impacts their current relationship with the parent company. -Negotiating referral commission splits with brokers to best suit their needs -Create reports, participating in team meetings whilst liaise with other teams to discussing how to best achieve our objectives -Creating relationships and leads in various systems such as; MyCRM, Symmetry, Microsoft Access and Connect Leads Manager for agents, brokers and third-party referrers