AILAFO LAUTAIMI
Merrylands West
Summary
Self-motivated and responsible individual with relevant training in customer service, rostering, mentoring, business, tourism and travel. Detail-oriented team member who can manage multiple projects and tasks at any given moment. Highlighted leadership qualities and the ability to work with people from varying backgrounds. I am reliable, friendly, honest and passionate. I can be very independent but also work well with others in a team environment. Driven and eager for professional growth, increased responsibility, and the opportunity to leverage my professional training within a growing organization.
Overview
9
9
years of professional experience
Work History
Senior Manager Program Planner (Rostering)
All About Caring
01.2024 - Current
- Responded promptly to emergency shift changes, cancellations, and short notice support request daily and on Afterhours services
- Managed daily and weekly rosters for up to NDIS participants and support workers, ensuring service delivery aligned with client care plans.
- Scheduled support workers based on individual client’s needs, availability, preferences, and compliance with NDIS requirements.
- Ensured worker shifts complied with Award conditions, fatigue management, and NDIS code of conduct.
- Maintained accurate records of shifts and services to support invoicing, payroll, and NDIS audits.
- Worked closely with care coordinators, case managers, and participants to ensure high-quality support
- Contributed to improving roster efficiency, reducing overtime and unallocated hours
Senior Supervisor Scheduling – Blue Collar (Rostering)
Programmed Skilled Workforce
01.2022 - 01.2024
- Generating monthly rosters
- Responding to roster inquiries from client
- Answering inbound inquiries from candidates and assist with inquiries
- Updating rosters based on client needs
- Contacting (via phone, text, email, etc.) workers to advise of rostering changes
- Assisting with general administrative duties to support Account Managers
- Assisting with the management of timesheets for relevant candidates
- Escalating issues to relevant Team Leaders and Account Manager
Customer Service Consultant
Concentrix
01.2021 - 01.2022
- Respond to routine enquiries and provide accurate customer focused resolutions
- Provide confidentiality, problem solving and solutions utilizing policies and procedures
- Exercise judgement, initiative and excellent attention to detail handling requests and enquiries from client.
- Record and report accurate information using multiple systems and monitors
- Actively listen, engage and initiate care and solutions for vulnerable people.
- Collaborate and build relationships for effective communication and the delivery of high customer service standards.
Customer Service Consultant
Collection House
01.2020 - 01.2021
- Answer high volume of inbound and outbound calls
- Create and update electronic records of clients
- Plan course of action to recover outstanding payments
- Negotiate payoff deadlines and payment plans
- Locate and contact debtors.
Travel Agent Consultant
Flight Centre Australia
01.2019 - 01.2020
- Organizing travel from beginning to end including tickets, accommodation and transport
- Create and update electronic records of clients
- Handle unforeseen problems and complaints and determine eligibility for money returns
- Business systems - Sabre, Client.
- Present travel documents and itineraries professionally ensuring they are thoroughly checked and error free
Travel Insurance Consultant
Allianz Worldwide Partners
01.2017 - 01.2019
- Providing Travel Insurance policies for customers via inbound and outbound calls.
- Answering customers’ queries and handling customer complaints
- Assist with medical assessments
- Updating customer details on internal database
Education
Travel, Tourism & Business
Sir George Seymour College
01.2012
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Troubleshooting and problem resolution
- Documentation and reporting
- Teamwork and collaboration
- Problem-solving
- Work Planning and Prioritization
- Excellent communication
- Computer skills
- MS office
Timeline
Senior Manager Program Planner (Rostering)
All About Caring
01.2024 - Current
Senior Supervisor Scheduling – Blue Collar (Rostering)
Programmed Skilled Workforce
01.2022 - 01.2024
Customer Service Consultant
Concentrix
01.2021 - 01.2022
Customer Service Consultant
Collection House
01.2020 - 01.2021
Travel Agent Consultant
Flight Centre Australia
01.2019 - 01.2020
Travel Insurance Consultant
Allianz Worldwide Partners
01.2017 - 01.2019
Travel, Tourism & Business
Sir George Seymour College