Alex Killey
Adelaide,Australia
Summary
Dynamic and highly motivated professional with a strong aptitude for learning and analysis, with 7 years of experience in executing impactful business development strategies, program development, stakeholder engagement, and service delivery to achieve organizational goals. Experienced in collaborating within the disability, health, and education sectors, applying expertise to drive impactful outcomes and enhance service delivery. Demonstrates exceptional managerial acumen, a passion for innovation, and a commitment to customer-centric solutions, underscored by a proven track record. Proficient in mentoring and coaching team members to foster growth, leveraging refined interpersonal skills and adept problem-solving abilities. A dedicated asset committed to excellence, consistently delivering outstanding results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Business Development Manager
SACARE OnCall Group Australia
07.2020 - Current
- Managed marketing campaigns to promote brand awareness and business growth
- Led the Marketing and Intake team.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Streamlined internal processes for increased efficiency in lead generation and follow-up activities.
- Increased referrals by 45% in last financial year through strategic service creation with in-home respite, respite accommodation and palliative care.
- Managed a diverse portfolio of Stakeholders, with SA Health, Queensland Health, NDIS, Wellbeing SA, Education Department, Department of Human Services, Department of Child Protection, Private Insurers, Non-Government Organisations and Councils in South Australia and Queensland.
- Delivered engaging presentations at industry events such as Lifetime Support Authority, Adelaide University, Flinders University and Education Careers Expo showcasing Organisations services.
- Cultivated an extensive professional network within the industry, facilitating access to valuable tender applications and information on emerging trends within SA health and Disability Sector.
- Conducted training seminars nationally for OnCall Group Australia Intake teams in Victoria and Queensland on best practices in business development techniques and strategies.
- Increased regional sales by identifying need for allied health assessments and recommendations for children and teenagers needing support to engage the NDIS.
- Negotiated collaboration agreement with the Education department to utilise Carers Lounge sensory Pod and Change pod for Inclusive Careers Expo.
- Provided coaching and mentorship to junior team members including Intake teams, Marketing Teams and Service Delivery Teams contributing to their professional growth and development within the national organisation.
- Coordinated joint quarterly SACARE Connect networking events between the SACARE and other disability providers for mutually beneficial collaborations.
- Collaborated with clinical allied health team to develop innovative solutions assessment packages tailored to demand and needs regionally.
- Implemented strategic marketing initiatives such as Networking events, to expand brand awareness and increase market share.
- Developed comprehensive market analyses on housing gaps and the need for agile respite accommodation as a growth opportunity and areas for organisation to improve.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Collaborated with Executive management and National Management to implement continuous improvements through innovative services such as THRIVE.
- Stream lining CRM platform for all Business Development National teams through face to face training and mentorship.
- Collaborated with cross-functional teams in case management meetings and leadership meetings to develop comprehensive proposals for prospective clients.
- Delivered presentations at Disability and Aging Expo and Councils, showcasing services and generating leads.
- Review the success of change initiatives post-implementation, through feedback surveys monthly making necessary adjustments to improve future outcomes.
Project Manager - Regional Disability Service
SACARE
06.2021 - 01.2022
- Identified key regional stakeholder relationships with Councils, SA Health, Private and Public Schools, NDIS Lo and Non- Government Organisations.
- Facilitated design of marketing collateral that was customer-specific for region.
- Successfully managed business development, relationship building, ongoing intake inquiries, facility completion, policy and procedure oversight, and HR recruitment projects concurrently. Triaged tasks based on urgency, resource availability, and alignment with organisational goals to ensure efficient project execution.
- Maintained project deadlines within 7 month turn around without sacrificing build quality or workplace safety.
- Established effective communication monthly, fortnightly and weekly among Executive team, Human resources, clinical, intake, marketing and rostering teams for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and maintained budget, ensuring timely delivery of high-quality results
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Identified plans and resources required to meet project goals and objectives and request assistance when needed in a timely manner.
- Collaborated weekly with Executive team to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Coordinated with Quality and Safeguarding department to resolve project issues and mitigate risks.
- Monitored project performance through weekly feedback from service delivery department to identify areas of improvement and work with executive department for adjustments.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive mindset and work culture throughout the project lifecycle.
- Provided detailed project status updates via reports weekly to executive management ensuring transparency and alignment with objectives.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays through actions plans and action items weekly.
- Reported weekly to executive team on project budget, progress, and technical problems.
Manager - THRIVE Counselling Program
SACARE
11.2016 - 11.2019
- Trained the Executive team on the Positive Behaviour framework.
- setup Thrive framework, service delivery and recruitment of staff within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, through case conferences and an open door policy maintaining clear communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analysed THIRVE performance through customer service satisfaction questionnaire monthly to identify areas of improvement and make necessary adjustments.
- Developed a strong company culture focused on employee engagement, through ongoing learning and development opportunities for THRIVE Team.
- Achieved departmental goals in THRIVE by developing and executing KPIs to maintain staff performance.
- Built high-performing allied health team through effective recruitment, onboarding, and talent development initiatives and fostering a great work culture environment.
- Managed budgets effectively with financial department, ensuring optimal performance while investing in necessary resources for business growth.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organisation and aboard.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate procedures.
- Optimised resource allocation by conducting regular performance evaluations and providing personalised coaching for staff development in monthly team meetings and fortnightly individual meetings.
- In 2018, facilitated growth from 6 clients to 31 clients within 6 months, demonstrating effective leadership and strategic planning in client acquisition and service expansion.
- Established team priorities, maintained schedules and monitored performance through CRM systems.
- Evaluated employee performance and conveyed constructive feedback to improve skills in a timely manner.
- Maintained professional demeanour by staying calm when addressing unhappy customers or employees.
- Opened and closed location in rostering and monitored shift changes to uphold successful operations strategies and maximise business success.
- Recruited, interviewed and hired employees for THRIVE and implemented mentoring program to promote positive feedback and engagement.
- Assisted THRIVE Clients in setting realistic goals, developing action plans, and monitoring progress towards achievement with values based assessment and customer satisfaction questionnaire.
- Maintained accurate documentation of client interactions, assessments, and progress notes, ensuring compliance with client consent protocols for effective case management.
- Educated clients on available Council, Non-Government Organisations, State and Federal resources, fostering a sense of empowerment and self-sufficiency.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges as a Counsellor.
- Implemented behavioural modification strategies when working with client with an Acquired Brain Injury to help clients develop healthier coping mechanisms and maintain their Allied health goals.
- Conducted assessments to determine progress and performance and report findings to NDIS, Guardian of the Public Advocate and Lifetime Support Authority.
- Arranged and facilitated therapy sessions for individuals, couples, and families.
Client Service Coordinator
House in Order
02.2013 - 10.2016
- Provided home and property styling and staging for property sales.
- Demonstrated proficient administration skills for House in Order, encompassing bookkeeping, product processing and ordering, and adherence to staging deadlines. Collaborated effectively with external building teams for property cosmetic enhancements.Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts between suppliers, removalists, home owners and real estate agents.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the contractors.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exhibited high energy and professionalism when dealing with customers and contractors.
- Delivered prompt service to prioritise customer enquiries within a 24 hour response time.
Education
Masters of Counselling and Psychotherapy -
University of Adelaide
01.2015
Bachelor of Development Studies, Social Sciences -
University of Adelaide
01.2011
Skills
- Verbal and written communication
- Negotiations
- Operational and Project Leadership
- Strategic Thinking and Problem-Solving
- Customer Service
- Relationship building and management
- Strategic business planning
- CRM Platforms
Accomplishments
2018 Service Excellence Award for THRIVE from the Lifetime Support Authority and Brain Injury SA
Certification
- Non-aversive Behavioural Support and Basic Principles of Positive Programming
- VAMHS: Multicultural Dimensions in Asia and Beyond
- Australian Counselling Association Registration
- First Aid
Awards
Service Excellence Award
References
Klade Thomas - National Clinical Service Manager OnCall Group Australia
M: 0401 520 256
Milly Albers - National Marketing Manager OnCall Group | SACARE
M: 0415 203 895
Kylie Luciano - General Manager - Government Relations and Collaboration
M: 0423 298 274
Timeline
Project Manager - Regional Disability Service
SACARE
06.2021 - 01.2022
Senior Business Development Manager
SACARE OnCall Group Australia
07.2020 - Current
Manager - THRIVE Counselling Program
SACARE
11.2016 - 11.2019
Client Service Coordinator
House in Order
02.2013 - 10.2016
Masters of Counselling and Psychotherapy -
University of Adelaide
Bachelor of Development Studies, Social Sciences -
University of Adelaide
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