Summary
Overview
Work History
Education
Skills
Timeline
Generic

Barbara Alfafara

Summary

Customer Service 14 Years' Experience in Call Centre Setting Offering the following experience in Customer Service and Rostering Tasks: Exceptional Interpersonal Skills Proven World-Class Customer Service Professional and Energetic Work Attitude Complaint Handling and Resolution Strong Ability to efficiently multi-task and manage time effectively Customer Advocacy / Enjoy Working with People Persistent, Friendly, and Patient Good Communication and Presentation Skills Excellent Call Handling Skills and Active Listening / Team work Effectively manage large amounts of emails and calls Identify and assess customer's issues and provide resolution Customer Rapport and Showing I care Provide accurate, valid and complete information to customers to ensure first call resolution Meet personal and team targets / average call handling time / first call resolution / no abandoned calls Handle complaints provide appropriate resolutions Keep records of customer interactions and making notes on the account for mandatory reporting Updating customers files / Gather feedback Follow communication procedures, organisation's guidelines and policies Take the extra mile to engage customers, emphatic approach Assist with Payroll staff for disability accommodation services Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices. Dependable Coordinator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.

Overview

17
17
years of professional experience

Work History

Roster Coordinator

Wesley Mission, Disability Accommodation Services South and West
08.2019 - Current
  • Assist System Support in payroll export and fixing errors and clashes
  • Administer all staff rosters that enable an effective balance to be achieved between optimising staffing efficiency and maximising staff satisfaction in line with SCHADS
  • Work collaboratively with Service Managers to ensure rosters reflects roster of care and meet service delivery demands
  • Liaise with staff regarding changes and updates to the roster
  • Review sign-on / timesheets for accurate pay roll
  • Assist new team member and provide system software training
  • Assist support staff in minor troubleshooting with tablets and create and send tickets to IS for major issues
  • Publishing roster in line with SCHADS Award (3 to 4 weeks ahead)
  • Respond to 7 service managers across disability accommodation services in both South and West, Administer all staff rosters that enable an effective balance to be achieved between optimising staffing efficiency and maximising staff satisfaction in line with SCHADS
  • Work collaboratively with Service Managers to ensure rosters reflects roster of care and meet service delivery demands
  • Liaise with staff regarding changes and updates to the roster
  • Publishing roster in line with SCHADS Award (3 to 4 weeks ahead)
  • Review sign-on / timesheets for accurate pay roll
  • Respond to email request from 7 Service Managers across South and West Disability Accommodation
  • Ensuring all PFT And PPT staff – meet contracted hours
  • Organising buddy shifts with new staff members
  • Assist payroll of more around 100 + staff every fortnight
  • Cover sick calls from 14 accommodation houses during business hours
  • Manages all casuals' pools across Disability Accommodation Services
  • Organise inductions and orientations
  • Assist System Support in payroll export and fixing errors and clashes
  • Handles all bulk orders to agency every fortnight for all 14 houses
  • Roster client's services as per service agreement
  • Send feedback to HCD Carelink and IS with any unknown errors of system software
  • Do accurate data entry in system software for correct pay roll
  • Handles phone and email enquiry from support staff, clients and other stakeholders
  • Constantly review the roster to reduce cost when we can

Rostering Coordinator (Residential Age Care)

Wesley Mission
09.2022 - 05.2023

Collaborate with Facility Manager to develop and maintain costed Master Rosters, ensuring alignment with workforce budgets.

Allocate and assign staff to shifts, considering industrial agreements, employment contracts, and visa restrictions.

Backfill shifts as needed, maintaining accurate and timely record management in the rostering system.

Monitor attendance, absenteeism, and unavailability, ensuring staffing needs are met, particularly during crises like Covid infections.

Communicate roster changes within legislative requirements and provide daily exception reporting to operations.

Perform timely pay period close, ensuring accurate and on-time payments to staff in accordance with relevant Awards.

Develop and maintain reports and dashboards for Facility Manager to analyze workforce trends.

Serve as the primary contact for employees regarding rostering queries.

Investigate and reconcile variances between roster, timesheet, and payroll, ensuring accuracy.

Collaborate with Facility Manager to identify vacant positions and initiate the employment requisition process.

Coordinate scheduling of workforce training and development, ensuring compliance with mandatory competencies and qualifications.

Work with System Support specialist to address any identified issues with rostering software.

Portal Administrator

Wesley Mission
05.2021 - 09.2021

Provide information and support for Wesley Mission NDIS services.

Develop and review comprehensive service agreements for clients.

Act as a strong ambassador for the Wesley Home and Residential Care team.

Report on team issues, recommend improvements, and enhance team satisfaction.

Report regularly on agreed indicators for performance.

Strive for high client satisfaction with Wesley Mission services.

Document quarterly progress and identify career opportunities.

Participate in Wesley Mission's Employee Contribution and Development process.

Adhere to the Work Health & Safety Act, ensuring safety during employment.

Contribute to internal audit processes and attend directed functions and training.

Contribute to Wesley Home and Residential Care Business Plan activities.

Administer Wesley Mission's philosophy of care and uphold policy documents.

Take responsibility for personal career growth and training.

Participate in Wesley Mission's Orientation program.

Demonstrate responsible stewardship of resources.

Maintain confidentiality and uphold Wesley Mission's reputation and integrity.

Client Service Coordinator / Roster Coordinator

Wesley Mission
07.2017 - 08.2019
  • Undertakes service liaison / communication with clients across
  • HCP/CHSP/NDIS and understanding of the client's unique goals and needsas well as complex client needs and family/carer requirements
  • Setting up new client services in the system
  • Answer calls/enquiry regarding HCP/CHSP/NDIS
  • Monitor team emails ensuring all service request has been actioned intimely manner
  • Ensuring all support workers are rostered meeting contracted hours
  • Fixing support workers roster to make sure they are paid accordingly
  • Setting up new support workers in the system
  • Advising service team leader to update care plans in the system
  • Assists less experienced team members with system training and withrostering
  • Responsible in finding suitable support workers as required by the client
  • Sending feedback to service team leader regarding support worker'sbehavioural issues and/or client complaints
  • Responsible in rostering all support workers for team meeting andtraining
  • Responsible in updating client's roster with cancellation / serviceovertime for billing and payroll purposes
  • Documenting all communication between clients and support workers in the system

Care Coordinator / Roster Coordinator

AFEA Home Care Services
09.2016 - 06.2017
  • Manage calls and emails and direct the rest to the relevant person
  • Manage the roster of more than 20 NDIS Clients (high care and low care clients)
  • Manage booking for Service Request received from Brokerage Agencies (Silverchain, Care Connect, Australian Home Care, Feros Care, Hammond Care, Benevolent Society, Anglicare WES, Anglicare CRCC, Inner West Wesley Mission, ST Ives, NorthCott and more)
  • Responsible for the management and coordination of the client and services including all administrative duties required
  • Personally, manage any enquiries or referral / new client's coming and passed it on to Case Manager
  • Ensure client requests are dealt with in accordance with the performance and service standards
  • Build and maintaining relationship with the clients and providing customer service in accordance with the company's standards
  • Complete service requests and bookings within the standard time frame.

Customer Service / Sales Coordinator

Paramount Property Ventures Inc
06.2015 - 09.2015
  • Answer incoming calls from homebuyers, brokers and other customers providing accurate information and directing calls to the correct department
  • Preparing Contracts and Loan Documents for home buyers
  • Calling Customers and providing list of requirements and making a follow up to ensure customer have the documents before contract signing
  • Filing and making sure all records are correct and up to date
  • Accompany home buyers during house tours on the housing subdivisions
  • Accept cash and cheque payments from customers and forward all to the treasurer making sure all parties have signed
  • Release real estate brokers cash and cheque sales commission
  • Organize meetings if homebuyers want to talk to the engineers
  • Maintain Inventory, making sure all sold houses are deleted from the list
  • Doing monthly reports on customers account, accounts payable and receivables
  • Handles complaints, and provide the best resolutions available

Customer Service Representative

Teletech powered by Telstra
10.2014 - 06.2015
  • Answers 30 – 50 incoming calls per day depending on customer issues and enquiry
  • Explaining bill discrepancies or customers confusions on the bill
  • Upsell phones, plans, and bundles including Foxtel, ADSL and phone line services
  • Receives payment over the phone
  • Sign up / renew client's phone contract
  • Provide accurate information to customers on products and services
  • Help in troubleshooting phones and devices
  • Customer Service and Representative and Floor Assist

CONVERGYS PHILIPPINES
06.2007 - 06.2013
  • Answers inbound calls up to 70 calls or more depending on customer's enquiry
  • Process payments over the phone
  • Provide accurate details about phone plan features and prices
  • Identify customers' needs and help them decide the best phone and plan suit to their needs
  • Help customers understand their bills, walk them thru the individual charges
  • Help customers with their payment extensions, identify the reasons behind late payments and provide resolution when needed
  • Perform basic troubleshooting on mobile phones and create appointments for in-store repairs
  • Assist new hires by doing floor walking
  • Listening to calls side by side with the agent and provide

Education

Bachelor of Science - Commerce, Business Management

Southwestern University Philippines

Bachelor of Science - Nursing

Australian Catholic University
Sydney, NSW
12.2025

Certificate IV in Disability

Wesley Vocational Institute
Ermington, NSW
11.2022

Diploma in Community Service - Case Management

The Hills College
10.2019

Skills

  • Recordkeeping
  • Document Management
  • Administrative Leadership
  • Business Administration
  • Staff Supervision
  • Project Management
  • Financial Management
  • Information Collection
  • Resource Allocation
  • Data Entry
  • Consulting
  • Regulatory Compliance
  • Correspondence and Reports
  • Professional Networking
  • Relationship Building
  • Work Planning and Prioritization
  • Staff Management
  • MS Office
  • Presenting Ideas and Plans
  • Budget Planning
  • Project Support
  • Best Practices Implementation
  • Scheduling and Calendar Management
  • Business Planning
  • Customer Service
  • Schedule Management
  • Schedule Coordination
  • Team Oversight
  • CRM Software
  • Point of Contact
  • Discretion and Confidentiality
  • Strategic Planning
  • Team Leadership
  • Training and Development
  • Performance Monitoring
  • Risk Assessment
  • Effective Communication
  • Organizational Skills
  • Quality Assurance
  • Problem Solving
  • Creative Thinking
  • Task Prioritization
  • Cross-functional Collaboration
  • Data Analysis
  • Office Management
  • Administrative Management
  • Exceptional Interpersonal Skills
    Proven World-Class Customer Service
    Professional and Energetic Work Attitude
    Complaint Handling and Resolution
    Strong Ability to Efficiently Multi-task and Manage Time Effectively
    Customer Advocacy / Enjoy Working with People
    Persistent, Friendly, and Patient
    Good Communication and Presentation Skills
    Excellent Call Handling Skills and Active Listening / Teamwork
    Meeting Targets and Performance Metrics
    Data Entry and Record Keeping
    Roster Coordination and Management
    NDIS Knowledge and Compliance
    Service Agreement Development
    Team Leadership and Reporting
    Client Satisfaction
    Documentation and Progress Reporting
    Work Health & Safety Compliance: Adherence to the Work Health & Safety Act to ensure a safe working environment, contributing to the overall well-being of employees
    Internal Audit Processes: Experience in contributing to internal audit processes, showcasing attention to detail and a commitment to compliance with organizational standards
    Orientation and Onboarding: Facilitation of Wesley Mission's Orientation program, ensuring smooth onboarding for new team members
    Confidentiality and Integrity
    Master Roster Development
    Shift Allocation and Assignment
    Crisis Management
    Training and Development Coordination
    Software Support Collaboration

Timeline

Rostering Coordinator (Residential Age Care)

Wesley Mission
09.2022 - 05.2023

Portal Administrator

Wesley Mission
05.2021 - 09.2021

Roster Coordinator

Wesley Mission, Disability Accommodation Services South and West
08.2019 - Current

Client Service Coordinator / Roster Coordinator

Wesley Mission
07.2017 - 08.2019

Care Coordinator / Roster Coordinator

AFEA Home Care Services
09.2016 - 06.2017

Customer Service / Sales Coordinator

Paramount Property Ventures Inc
06.2015 - 09.2015

Customer Service Representative

Teletech powered by Telstra
10.2014 - 06.2015

CONVERGYS PHILIPPINES
06.2007 - 06.2013

Bachelor of Science - Commerce, Business Management

Southwestern University Philippines

Bachelor of Science - Nursing

Australian Catholic University

Certificate IV in Disability

Wesley Vocational Institute

Diploma in Community Service - Case Management

The Hills College
Barbara Alfafara