Astrid Hawkins
Parramatta
Summary
Relationship and stakeholder engagement professional with over eight years' experience across the NDIS, allied health and community services sectors. Proven success building strategic partnerships, driving referral growth, improving client retention and strengthening stakeholder relationships. Skilled in business development, client engagement, process improvement and CRM management, with a strong commitment to delivering exceptional participant outcomes and supporting organisational growth.
Overview
10
10
years of professional experience
Work History
Client Services Coordinator & Data Administration
Active Ability Pty Ltd
North Strathfield, NSW
05.2021 - Current
- Designed and established the company's dedicated Enquiries/Care Circle function, creating a structured participant journey from initial enquiry through to service commencement and ongoing relationship management.
- Developed and implemented targeted relationship-building and sales initiatives that increased enquiry-to-referral conversions by 42%, significantly improving business growth and referral quality.
- Built strong, long-term relationships with Support Coordinators, participants, families and referral partners, positioning Active Ability as a trusted allied health provider.
- Co-developed the organisation's End of Plan (EOP) client engagement strategy, introducing proactive communication processes that increased returning clients from 62% to an average of 85%, substantially improving client retention and recurring revenue.
- Identified opportunities to improve participant experience by refining communication, onboarding and follow-up processes throughout the client journey.
- Collaborated with leadership and cross-functional teams to improve operational workflows, customer experience and internal processes.
- Contributed to CRM improvements, documentation development and business process optimisation that increased efficiency across multiple departments.
- Maintained expert knowledge of NDIS funding, allied health services and participant needs to ensure high-quality service delivery and trusted stakeholder relationships. improvements and informed business decisions.
Accounts & Billing Officer
SouthWest Wellness Centre
Narellan, NSW
05.2019 - 10.2019
- Managed end-to-end NDIS billing, invoicing & payment processing, ensuring accuracy, compliance & timely resolution of billing matters.
- Monitored participant funding budgets & expenditure, identifying potential funding issues & supporting continuity of services.
- Built and maintained positive relationships with participants, Support Coordinators & funding stakeholders by responding to billing enquiries and providing clear, timely support.
- Ensured billing practices aligned with NDIS Price Guide requirements & organisational compliance standards.
- Prepared financial reports, reconciliations & documentation to support reporting requirements & audit preparation.
- Assisted with accounts receivable, payment tracking & general financial administration to maintain accurate records & efficient processes.
Senior Client Services Coordinator & Manager
United Mission
Milperra, NSW
02.2016 - 04.2019
- Developed & introduced a pre-service "Meet & Greet" program, providing participants & their families the opportunity to build trust with the organisation before entering into a service agreement.
- Strengthened relationships with participants & families by creating a more personalised onboarding experience, significantly increasing confidence in the organisation's services.
- Achieved steady referral growth over a six-month period following implementation of the Meet & Greet initiative, contributing directly to sustained business expansion.
- The increased referral volume enabled the organisation to recruit additional experienced & specialised health professionals, allowing services to better align with participant needs identified during the pre-engagement process.
- Managed participant onboarding, stakeholder engagement & ongoing service coordination while maintaining exceptional customer satisfaction.
- Built strong partnerships with participants, families, healthcare professionals & community stakeholders to ensure person-centred service delivery.
- Led recruitment, training & supervision of multidisciplinary teams, supporting organisational growth and service excellence.
- Oversaw operational coordination including rostering, workforce management & accounts administration.
- Streamlined internal processes to improve service delivery, operational efficiency & participant outcomes.
Education
MBA Diploma - Business Administration and Management
Udemy
SydneyCertificate IV - Youth Work
TAFE NSW
NSW12-2026
Certificate III - Business
Verto Institute
Sydney11-2020
Skills
- Relationship Management
- Stakeholder Engagement
- Business Development
- Community Partnerships
- Referral Development
- Account Management
- Customer Experience
- Client Retention
- NDIS Funding & Compliance
- Allied Health Services
- Service Agreements
- CRM Management (Zoho & Nookal)
- Process Improvement
- Data Analysis & Reporting
- Project Coordination
- Cross-functional Collaboration
Timeline
Client Services Coordinator & Data Administration
Active Ability Pty Ltd
05.2021 - Current
Accounts & Billing Officer
SouthWest Wellness Centre
05.2019 - 10.2019
Senior Client Services Coordinator & Manager
United Mission
02.2016 - 04.2019
MBA Diploma - Business Administration and Management
Udemy
Certificate IV - Youth Work
TAFE NSW
Certificate III - Business
Verto Institute
Professional Development
- Introduction to Data Analytics
- Generative AI & Business Applications
- Introduction to Linux
- NDIS Worker Orientation
- Supporting Effective Communication
- Introduction to Disability Awareness
- NDIS Quality & Safeguards Training