Ameeta Kumar
Brisbane,QLD
Summary
Results-oriented professional with expertise in responsive coordination, customer service solutions, and administration. Proven track record of learning new systems and processes, identifying efficiencies, and enhancing team productivity. Strong communicator and team player with a knack for building rapport with stakeholders.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Delivery Coordinator
Burnie Brae
04.2021 - Current
- First point of contact for Burnie Brae clients, ensuring prompt and efficient resolution of inquiries and service requests
- Manage community transport bookings through multiple channels, including phone, email, and online platforms, coordinating with internal teams and drivers to optimize schedules and meet client needs
- Utilize various CRM and booking systems to maintain accurate records, track service utilization, and ensure compliance with funding requirements
- Scheduling runs for drivers, including and not limited to identifying available drivers (both paid and volunteers) and allocating to the available fleet of cars
- Manually adjusting jobs and runs to ensure efficiency and sufficient information for drivers, client mobility requirements, and loading times
- Managing dispatch to ensure drivers are staying on track, adjusting live driver runs to account for delays and on the day changes
- Allocating clients with open trips to drivers to get them home quickly and comfortably
- Provide on-the-job training and support to new staff members, ensuring they are equipped with the necessary knowledge and skills to deliver high-quality service
- Proactively identify opportunities for process improvement and implement changes to enhance efficiency and customer satisfaction
- Record and escalate client incidents, complaints, and feedback, conducting thorough investigations and implementing corrective actions as necessary.
Team Leader - Client Services
Home Instead Senior Care
05.2016 - 03.2021
- Led a team of client services coordinators, caregivers, overseeing scheduling, client matching, and service delivery to ensure the highest standards of care
- Developed and implemented best practices for scheduling and client management, resulting in improved client satisfaction and caregiver retention rates
- Conducted regular performance reviews and provided ongoing training and development opportunities to team members, fostering a culture of continuous improvement and professional growth
- Collaborated with national office and franchise owners to implement new systems and processes, serving as a key resource for training and support during the transition
- Monitored client feedback and satisfaction metrics, identifying trends and implementing targeted interventions to address areas for improvement
- Played a central role in operational planning and project implementation, providing valuable insights and feedback to inform decision-making and drive business growth.
Client Services Coordinator
Home Instead Senior Care
11.2015 - 05.2016
- Provided administrative support and scheduling coordination for in-home care services, ensuring the timely and efficient delivery of care to clients
- Conducted regular quality assurance checks on client services, identifying and addressing any issues or discrepancies to maintain high standards of care
- Assisted with the onboarding and training of new caregivers, ensuring they were equipped with the necessary skills and knowledge to provide quality care to clients
- Managed client and caregiver records in the company's database, ensuring accuracy and compliance with regulatory requirements
- Handled administrative tasks, including filing, document management, and after-hours on-call duties, to support the smooth operation of the client services department.
Administrative Officer - In Home Care
Carinity
04.2014 - 11.2015
- Established and maintained administrative procedures for Carinity's HACC Domestic Assistance program, ensuring efficient and effective service delivery to clients
- Managed relationships with external service providers, negotiating contracts and resolving issues to ensure the timely and cost-effective delivery of services
- Provided training and supervision to administrative staff, ensuring they were equipped with the necessary skills and knowledge to perform their roles effectively
- Played a key role in program expansion, contributing to the recruitment and onboarding of new clients and service providers to meet growing demand for services.
Project Administrator
Hastings Deering - Engineering
01.2012 - 09.2012
- Managed administrative functions for a mining project, including procurement, inventory management, and logistics coordination, to support project delivery on time and within budget
- Developed and implemented procedures to streamline administrative processes, reducing errors and improving efficiency
- Liaised with internal and external stakeholders to coordinate project activities and ensure smooth communication and collaboration.
Personal Assistant
Durie Designs
06.2011 - 12.2011
- Provided comprehensive administrative support to senior management, including calendar management, travel coordination, and event planning, to facilitate the successful execution of the Hayman Island Botanical Rebirth Project
- Liaised with key stakeholders, including internal staff and external partners, to coordinate project activities and ensure timely delivery of project milestones.
Office Manager/Admin Controller
Clark Real Estate
10.2007 - 12.2010
- Managed day-to-day operations of a real estate office, including accounting, sales administration, and client relationship management, to support the successful operation of the business
- Prepared financial reports and maintained accurate records of financial transactions, ensuring compliance with regulatory requirements and internal policies
- Provided administrative support to sales agents, including contract preparation, client communication, and property listing management, to facilitate smooth and efficient property transactions.
Education
Diploma of Accounting -
Southbank Institute of TAFE
01.2005
Skills
- Customer Service
- Problem Solving
- Excellent Communication
- Team Leadership
- Conflict Resolution
- Process Improvement
- Attention to Detail
- Adaptability
- Multitasking
- Schedule Coordination
Websites
References
Available on request.
Certification
Building Team Performance, Australian Institute of Management 2020
Timeline
Service Delivery Coordinator
Burnie Brae
04.2021 - Current
Team Leader - Client Services
Home Instead Senior Care
05.2016 - 03.2021
Client Services Coordinator
Home Instead Senior Care
11.2015 - 05.2016
Administrative Officer - In Home Care
Carinity
04.2014 - 11.2015
Project Administrator
Hastings Deering - Engineering
01.2012 - 09.2012
Personal Assistant
Durie Designs
06.2011 - 12.2011
Office Manager/Admin Controller
Clark Real Estate
10.2007 - 12.2010
Diploma of Accounting -
Southbank Institute of TAFE
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