Annette Noffke
Telegraph Point,NSW
Summary
Dynamic team leader with extensive experience at Dementia Australia, specializing in customer relationship management and compliance monitoring. Achievements include significant enhancements in service efficiency and resolution of escalated issues. Implemented strategic improvements that boosted team performance and increased customer satisfaction.
Overview
6
6
years of professional experience
Work History
NSW Client Services Team Leader
Dementia Australia
Port Macquarie, NSW
07.2022 - Current
- Provided leadership to a team of service delivery staff, ensuring customer satisfaction and quality standards were met.
- Created reports summarizing daily activity and customer feedback.
- Maintained accurate records of customer interactions, including status updates, notes, and other relevant information.
- Reviewed existing processes and procedures related to service delivery operations and proposed changes where necessary.
- Recognized individual achievements within the team through rewards or recognition programs.
- Established strong working relationships with customers by providing exceptional customer service.
- Collaborated with cross-functional teams such as marketing, sales, and engineering to ensure successful project completion.
- Coordinated resource allocation to optimize workflow and meet client demands.
- Led daily team meetings to ensure service delivery alignment and communication.
- Managed scheduling and staffing to maintain adequate coverage for service operations.
- Developed training materials for onboarding new team members effectively.
- Implemented process improvements to enhance service efficiency and customer satisfaction.
- Monitored compliance with service standards and company policies consistently.
- Monitored team performance and provided guidance on processes and procedures.
- Analyzed customer data using various tools such as spreadsheets and databases, in order to identify trends or patterns that could be used to improve services offered.
- Conducted regular meetings with the team to discuss progress, issues, and goals.
- Developed effective policies and procedures for the team to follow in order to meet deadlines.
- Assisted in developing budgets for projects related to service delivery initiatives.
- Communicated effectively both verbally and written with internal stakeholders regarding any changes or updates related to services being delivered.
- Managed vendor relationships related to service delivery operations.
- Tracked key performance indicators associated with service delivery operations in order to measure success against goals.
- Coordinated training sessions for new hires as well as ongoing development opportunities for current employees.
- Resolved escalated customer complaints or inquiries in a timely manner.
- Ensured compliance with company policies and regulations related to service delivery operations.
- Identified areas of improvement within the department and implemented strategies to increase efficiency across all teams.
- Helped team members resolve challenging support calls.
- Worked closely with human resources to support employee management and organizational planning.
- Determined consumer needs to provide products and services appealing to larger market.
- Maintained positive working relationship with fellow staff and management.
- Set specific goals for projects to measure progress and evaluate end results.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Analyzed key performance indicators to identify effective strategies.
- Oversaw quality control to identify inconsistencies and malfunctions.
Team Leader - Service Delivery
The Benevolent Society
Regional NSW, NSW
08.2019 - 07.2022
- Very similar to my current role with Dementia Australia
- Covered a very large area from NSW Central. Coast through to and including Southeast QLD and the NSW New England LGA
Education
Cert. IV in Leadership And Management - Leadership And Management
Institute of Strategic Management
Pyrmont, NSW02-2024
Diploma of Community Services CHC52015 (Case Management) - Family And Community Services
The Spectrum Organization Ass.Inc.
Brisbane, QLD08-2017
Cert.IV in Disability CHC40312 - Disability Studies
NovaSkill
Port Macquarie, NSW08-2015
Cert.IV in Aged Care - Aged Care
Wesley Vocational Institute
Port Macquarie, NSW05-2013
Skills
- Team leadership
- Customer relationship management
- Effective communication
- Conflict resolution
- Compliance monitoring
- Teamwork and collaboration
- Change management
- Relationship building
Current Working with Children Check
- WWC0637156E
- Valid for paid and unpaid work
- Expires 16/4/2030
Current Criminal Record Check
- CRC completed 15/7/2025
NDIS Worker Check Clearance
- NDISWC 60457991
- Expires March 2026
Current First Aid & CPR
- Renewal due 2026
NSW C Licence
- Expires 22/8/2030
Timeline
NSW Client Services Team Leader
Dementia Australia
07.2022 - Current
Team Leader - Service Delivery
The Benevolent Society
08.2019 - 07.2022
Cert. IV in Leadership And Management - Leadership And Management
Institute of Strategic Management
Diploma of Community Services CHC52015 (Case Management) - Family And Community Services
The Spectrum Organization Ass.Inc.
Cert.IV in Disability CHC40312 - Disability Studies
NovaSkill
Cert.IV in Aged Care - Aged Care
Wesley Vocational Institute
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