Alicia Taylor
Benalla,VIC
Summary
Working professional in the NDIS industry. Experienced in leading and inspiring a team of support staff to deliver a high quality standard of service delivery.
Overview
10
10
years of professional experience
Work History
Operations Manager - NDIS Employment Programs
The Personnel Group
07.2023 - 01.2024
- Improve operational efficiency by streamlining processes and implementing cost-saving measures.
- Reduce turnaround time for project completion through effective resource allocation and team management.
- Enhance customer and staff satisfaction by establishing clear communication channels, process, procedures and addressing concerns promptly.
- Develop strong relationships with internal and external bodies to improve service quality.
- Develop and present financial and customer growth forecast.
- Recruitment of NDIS consultants.
- Provide staff induction, training and ongoing performance management.
- Design, develop and roll out new NDIS offerings within the business.
Client Services Team Leader
Interact Australia
02.2023 - 07.2023
- Led a team of customer service professionals to improve overall performance and increase customer retention rates.
- Streamlined internal processes for quicker issue resolution, resulting in higher customer satisfaction and overall reduction in work place incidences.
- Developed strong relationships with customers through effective communication and tailored support plans.
- Delivered consistent results by setting clear expectations and monitoring team performance closely, providing regular feedback and guidance.
- Assisted in business development efforts by identifying potential clients and initiating contact with key decision makers.
- Promoted a positive work culture within the team, leading to increased employee engagement and improved morale.
- Identify areas for improvement, implementing changes accordingly for enhanced service delivery.
- Improved client onboarding process by streamlining steps involved in account setup and maintenance.
Senior Client Services Coordinator
Interact Australia
08.2021 - 02.2023
- Maintained comprehensive records of customer details, history and support needs.
- Managed a diverse portfolio of customers and support staff, ensuring there is a a high-quality service delivery and a suitable staff and customer match.
- Developed strong relationships with customers by providing exceptional customer support and maintaining open lines of communication.
- Contributed ideas during team meetings that led to the implementation of innovative solutions for enhanced customer experience management.
- Handled escalated cases professionally while maintaining composure under pressure situations, demonstrating excellent problem-solving abilities under stressors common in the Client Services Coordinator role.
- Hired and trained new Client Services Coordinators and Disability Support Workers on best practices by offering hands-on guidance through shadowing sessions and frequent check-ins, fostering a well-informed and cohesive team dynamic.
- Contributed to the development of internal process improvements that led to more efficient service delivery and boosted customer retention rates.
Program Officer
Gateway Health
03.2021 - 08.2021
- Completing customer intakes, risk assessments in relation to customer supports and appropriate selection of support staff to provide service delivery.
- Designing and developing NDIS programs.
- Recruitment, training and supervision of Disability Support Workers.
- Completing accurate documentation around customer supports, interactions, NDIS goals and progression towards their goals.
Rostering & Admin Officer
Gateway Health
03.2020 - 03.2021
- Coordinating a roster of Disability Support Workers who offer individual and group supports to a wide range of people with physical, intellectual and psychosocial disabilities.
- Monitoring break times, over time, shift cancellations and replacement staff.
- Working with the Community Inclusion Team Leader to ensure accurate and timely management of timesheets, and the collection, analysis and monitoring of a range of workforce data.
- Working closely with the Program Engagement Officer and the Program Officers to engage services with new and existing clients and match staff to clients to maximise the quality in provided supports.
Disability Support Worker
Gateway Health
06.2018 - 03.2020
Disability Support Worker
Australian Home Care Services
01.2017 - 06.2018
Pharmacy Assistant
Chemist Warehouse
10.2013 - 01.2016
Education
CERT IV Disability -
GoTafe Wangaratta
01.2017
Year 12 VCE -
Wangaratta High School
12.2015
Skills
- Data Analysis
- Workflow Optimization
- Business Development
- Health and safety compliance
- Performance Monitoring
- Customer Retention
- Process Improvement
- Planning and Implementation
- Staff Management
- Operations Management
Timeline
Operations Manager - NDIS Employment Programs
The Personnel Group
07.2023 - 01.2024
Client Services Team Leader
Interact Australia
02.2023 - 07.2023
Senior Client Services Coordinator
Interact Australia
08.2021 - 02.2023
Program Officer
Gateway Health
03.2021 - 08.2021
Rostering & Admin Officer
Gateway Health
03.2020 - 03.2021
Disability Support Worker
Gateway Health
06.2018 - 03.2020
Disability Support Worker
Australian Home Care Services
01.2017 - 06.2018
Pharmacy Assistant
Chemist Warehouse
10.2013 - 01.2016
CERT IV Disability -
GoTafe Wangaratta
Year 12 VCE -
Wangaratta High School
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