Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Chelsea Thorne

Chelsea Thorne

Narre Warren South, Melbourne,VIC

Summary

I'm a enthusiastic team leader eager to contribute to team success through hard work, attention to detail and excellent organisational skills. I'm motivated to learn, grow and excel in the Business Performance Unit, expanding my support and knowledge from the last 12 years working for CIRC. I have an excellent reputation for resolving problems and improving customer satisfaction, and would really like to focus on the support that I could offer Non-Therapy services within Scope (broader) beyond my CIRC support.

Overview

9
9
years of professional experience

Work History

Customer Relationship Team Leader

Scope (Aust.)
Hawthorn, VIC
02.2021 - Current
  • Customer Relationship since 2017.
  • Manage Scope's Communication and Inclusion Resource Customer Relationship Leads.
  • Support Scope's transition for CIRC services (CRL function) to move into the Business Performance Unit.
  • Develop and produce Scope's welcome backs for new customers to Scope.
  • Assist with NECAS procedures and Scope's internal business rules for CIRC Services, including; NECAS, Community Inclusion, Positive Behaviour Support Service (PBSS), Disability Education, Communication Access and Support Coordination.
  • Implement data for customer experience survey.
  • Provide mentoring to CIRC access staff regarding Salesforce.
  • Provide input into the new Client Management System (CRM).
  • Key contact continuously provided to internal and external stakeholders, other disability providers, customers and families regarding CIRC services.
  • Proficient using Microsoft Office; Word, Powerpoint and Excel.
  • Oversee the customer onboarding of Scope's Communication and Inclusion Resource Centre (CIRC) Non electronic communication aid service (NECAS).
  • Develop contracts for NDIS customers and their support networks for CIRC services.
  • Manage the customer onboarding and enquiries for Scope's Community Inclusion team (CIRC service).
  • Liaise with internal Scope CIRC leadership and BPU operations leadership.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor/ service coordinator.

Disability Educator

Scope (Aust.)
Hawthorn, VIC
11.2016 - 12.2017
  • Support employees with a disability to co-present presentations to internal and external customers.
  • Provide disability education and awareness to a range of non for profit and corporate/community organisations.
  • Ensure reasonable adjustments required for colleagues with communication difficulties and physical difficulties are implemented.
  • Developed awareness training documentation for Scope's orientation component and corporate organisations - including for; health, transport (V/Line/Metro), schools, councils and disability service providers.

Communication Resource Designer

Scope (Aust.)
Box Hill, VIC
12.2009 - 11.2016
  • Designed communication aids for people with communication difficulties.
  • Produced and manufactured communication aids using industrial equipment.
  • Presented at trade displays, expos and information sessions on CIRC services (formerly CRC).
  • Provided image design and development for accessible information (easy read) documents to a range of corporate and non for profit organisations.

Education

Disability

RMIT University
Bundoora, VIC
12.2009

Ringwood Secondary College
Ringwood, VIC
12.2006

Skills

    Software:

  • Microsoft Office and word processing
  • Adobe Creative Suite - InDesign and Photoshop
  • Adobe Acrobat PDF - creating forms, editing PDF's, fillable PDF's
  • Customer Relationship Management Software (CRM)
  • Salesforce - Lumary
  • Salesforce - Skedulo
  • TechOne
  • Preceda
  • Proda - NDIA
  • Litmos - E-learning platform
  • Microsoft Teams
  • Survey Monkey
  • Cognito forms

    • Personal attributes:

  • Team leader
  • Managing customer relationships
  • Problem solver
  • Good time management skills
  • Willing to seek advice/understanding when required

References

Marion Van Nierop (NECAS Co-ordinator/Speech Pathologist)

Mobile: 0415 320 021

Email: marion.vannierop@gmail.com

Belinda Hingston (National Support Manager)

Mobile: 0417 719 164 (available after 5th January 2022)

Email: bhingston@scopeaust.org.au

Timeline

Customer Relationship Team Leader

Scope (Aust.)
02.2021 - Current

Disability Educator

Scope (Aust.)
11.2016 - 12.2017

Communication Resource Designer

Scope (Aust.)
12.2009 - 11.2016

Disability

RMIT University

Ringwood Secondary College
Chelsea Thorne