Allan Thomas

• Company Founder & Growth Architect: Founded the company from the ground up approximately 3 years ago, starting with zero participants. Led the business to rapid growth, currently managing over 30 participants and employing a dedicated team of 80 staff members. Expanded operations to oversee 25 properties, establishing a significant presence in the disability sector and healthcare industry.

• Business Development & Client Acquisition: Single-handedly drove all business development efforts, from pitching to closing deals. Built and nurtured relationships with participants and their families, earning trust and loyalty through personalised, compassionate service. Generated participant growth through strategic outreach, ensuring a steady stream of clients while meeting their unique needs.

• Community Engagement & Real Estate Strategy: Actively engaged with the community to strengthen the company's reputation and discover opportunities for expansion. Conducted daily property visits to identify and secure new real estate for participant housing. Negotiated leases and contracts, ensuring properties met the company’s standards for high-quality, supported living environments.

• Team Leadership & Development: Recruited, trained, and led a diverse team of 80 staff members. Created specialised teams focused on SIL (Supported Independent Living) and ILO (Individual Living Options), ensuring exceptional service delivery and efficient management of participant care. Developed leadership roles within the organisation to maintain a well-structured and motivated workforce. Cultivated a strong organisational culture built on integrity accountability teamwork which resulted in a higher rate of staff retention that is considered impressive in this industry.

• Operational Excellence: Managed day-to-day operations, overseeing everything from participant care to property management. Balanced hands-on involvement in service delivery with strategic decision-making to scale the company effectively. Monitored operational performance and implemented process improvements to optimise efficiency and service quality.

• Relationship Management: Maintained close relationships with participants, staff, and external stakeholders. Acted as the key point of contact for critical issues, ensuring a culture of open communication and problem-solving. Focused on staff well-being and engagement, organising regular check-ins and fostering a supportive work environment.

• Competitive Analysis & Strategic Planning: Regularly conducted competitor analysis to understand market trends and identify service gaps. Used this information to refine the company's offerings and maintain a competitive edge. Created and executed strategic plans for growth, with a strong emphasis on adaptability and community-driven initiatives.

• Strategic Growth and Revenue Generation: Expanded IHCC's footprint by implementing targeted outreach programs and developing strategic partnerships, resulting in significant growth in client acquisition and increased service offerings to better meet the needs of participants.
• NDIS Compliance and Service Excellence: Ensured that all service delivery and documentation aligned with NDIS quality standards, enhancing IHCC's reputation for reliability and integrity, as evidenced by positive feedback from participants and stakeholders.
• Client Relationship Management: Strengthened participant onboarding and retention processes by focusing on personalized care approaches, leading to noticable improvement in client satisfaction and a substantial reduction in participant turnover.
• Community Partnerships and Outreach: Established and nurtured connections with local councils, healthcare providers, and support organizations, positioning IHCC as a trusted community partner and expanding its service network through five new partnership agreements.
• Process Optimisation and Team Synergy: Collaborated with operations and administrative teams to streamline participant intake and internal communications, improving onboarding times and ensuring a seamless experience for new participants.
• Budget Management and Financial Oversight: Oversaw budgets for marketing, outreach, and training initiatives, ensuring cost-effective allocation of resources while achieving a positive return on investment and fostering sustainable growth.
• Staff Development and Training: Conducted training sessions to enhance staff competency in participant engagement, compliance, and relationship management, contributing to a more efficient and participant-centred team.

• Oversaw day-to-day business operations, ensuring all tasks were completed accurately and efficiently by team members.
• Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
• Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
• Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
• Implemented marketing strategies to increase brand awareness and attract new customers.
• Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
• Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
• Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
• Updated and resolved incidents and managed accessorial charges objectively while maximising profit.

Skills Learnt:

• Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
• Leveraged CRM software to efficiently track leads, manage contacts, and monitor progress toward goals.
• Negotiated contracts with prospective clients, helping to secure long-term business partnerships.
• Explained features and advantages of internet products and services to promote sales.
• Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
• Increased sales revenue by consistently meeting and exceeding sales targets.

• High customers service ensuring effective communication with customers
• Strong administrative skills with managing work tasks such as creating documents, answering phone calls, responding to emails
• Vast experience in stock take and processing of stock take quickly and effectively
• Able to adapt my approach to variety of customer behavior
• Involved in sales with speaking to customers in person and over phone

• Excellent customers service ensuring effective communication with candidates, internal customers and clients
• Strong administrative skills with managing work tasks such as creating documents, answering phone calls, responding to emails and participating in reporting and audits
• Involved in packing and distribution ensuring accurate picking and correct paperwork was completed
• Involved in sales with speaking to clients in person

• Provide good customer service with good communication skills and strong product knowledge
• High attention to detail ensuring accurate paperwork to completed, transactions and effective PC repairs
• Strong sales focus with high product knowledge and highly personable
• Highly reliable with working in a 2 person operation ensuring high levels of quality, customer service and efficient operations
• Resilient work ethic with a positive attitude and enjoy working in a team environment
• Effective in operating computer-based systems and adapting to new technology