Chelsea Hall

Client Services:

• Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
• Drove clients safely to social activities and appointments.
• Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
• Supported clients in maintaining a clean living space by assisting with household tasks such as laundry, meal preparation, and general tidying.
• Work in accordance with the medication administration policy, work health and safety procedures and client right's policies including privacy and confidentiality.

Operational:

• Work with clients, family/ carers, relevant case managers and other professionals to support the client's individual goals.
• Assume the role of key worker for designated clients, including the preparation of a monthly report on client progress.

Team:

• Actively contribute to a team environment through open communication, participation in regular staff meetings, planning processes and policy review. Provide back up and support to other staff as necessary.
• Participate in Performance Development meetings to identify ongoing training and support opportunities.
• Maintain petty cash and accurate records of all expenditure.

Program management -

• Leading and facilitating the four week 'Nesting Program' which focuses on allowing all agents to go at their own pace while still being hands on and doing the role

Training & development -

• Facilitating training for new starter groups, with the support of Team Leaders
• Working collaboratively with the National Training Team to assist with the design and implementation of training materials, ensuring alignment with business policies and goals

Performance management -

• Ensuring new recruits are meeting and exceeding their set KPIs, including managing and reviewing personal performance, monitoring effectiveness of training and providing constructive feedback

Achievements -

• Managed the establishment and ongoing success of the Nesting Team in the Victorian Contact Centre, which has exceeded expectations and has been rolled out across contact centres nationally
• Recipient of two Hero Awards for leadership and reliability
• Offered this secondment position on a permanent basis

Customer service -

• Managed escalated customer matters in a professional manner and in accordance with business policies

Human resources -

• Led and supported the Contact Centre Team including facilitating training, supporting team members with the completion of tasks and workflow management

Quality control -

• Performed quality assurance, real time and queue monitoring
• Completing all duties as outlined below.

Customer service -

• Provided quality, friendly and professional service when managing enquiries from patients, carers and referrers via phone, email and on the business website

Booking management -

• Managed the clinic booking system managing appointment requests, cancellations and changes.
  Administration -
• Updated patient data, managed correspondence and general administrative tasks.

Stakeholder management -

• Built and maintained strong working relationships with internal team members and referrers.

Client management -

• Provided an exceptional level of client service when managing enquiries and assisting with product advice
• Prepared client quotes and product proposals
• Liaised regarding client artwork and required approvals

Administration -

• Generated purchase orders, issued invoices, processed payments, organised couriers, managed correspondence and took incoming calls

Production -

• Managed the end-to-end production of a broad range of promotional products in line with orders received by Sales Account Managers

Supplier management -

• Liaised with product suppliers regarding client orders, order production status and new product offerings

Achievements:

• Worked with key business clients including Toyota, The Royal Australian College of General Practitioners, Coles Liquor and Sanitarium
• Commenced in the position in sales and production and I have progressed into a full time production role
• Developed my own strong client base through the implementation of impactful client acquisition strategies.

Client management -

• Built and strengthened existing client relationships and developed strategies to drive client acquisition
• Developed and presented client proposals in line with client objectives, ensuring detailed product knowledge
• End-to-end management of client orders

Administration -

• Data entry, prepared quotations, managed correspondence, managed incoming calls and general administrative tasks

Production -

• Coordinated client orders with the processing, art and production teams, ensuring order timelines were met

Human resources -

• Trained and supported offshore business teams via Skype

Achievements:

• When appointed into the position I was only responsible for managing relationships with clients throughout Victoria
• After six months this was extended to provide support to clients throughout South Australia and Tasmania
• Through my demonstrated leadership and strong business acumen, I was given the opportunity to train and support offshore teams.