Dani Moham
Wollert,VIC
Overview
7
7
years of professional experience
Work History
Senior Case Manager
Harmony Homecare
11.2022 - Current
- Conducted thorough assessments of clients' situations, identifying risks, goals, and care plans for 50 NDIS clients.
- Collaborated with Support Coordinators, allied health, and support workers to address client needs and formulate tailored support strategies.
- Mentored case managers to enhance their skill sets and promote professional growth.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Administration Officer
Harmony Homecare
03.2022 - 11.2022
- Supporting managers and employees through a variety of tasks related to organization and communication.
- Providing general support and information regarding NDIS and Aged Care related services and organizational capabilities to client inquiries.
- Produced letters and memoranda to inform stakeholders of organization updates as per the NDIS and Aged Care systems.
- Updated spreadsheets and databases to track, analyze and report on compliance and competence.
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Executed record filing system to improve document organization and management.
- Monitored and updated employee database and managed scheduling for team.
Real Time Analyst
Serco Global Services
08.2018 - 02.2022
- Managed APS3 & APS4 calls under Services Australia contract.
- Managed real-time inbound call traffic across multiple contact center locations through my part time Workforce Analyst role.
- Drafted agendas, recorded minutes and created documents for meetings.
- Developed and updated spreadsheets and databases to track, analyze and report on performance data.
Customer Service Representative
MyConnect
03.2017 - 07.2018
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Maintained accurate and current customer account data with manual forms processing and digital information updates through CRM / Salesforce.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Education
Diploma - Community Services
McCarthy Learning
Melbourne03.2024
High School Diploma -
American Community School of Beirut
Beirut, Lebanon06.2015
Diploma - Arts
Royal Melbourne Institute of Tech
Melbourne, VIC10.2016
Skills
- Care Planning
- Care Coordination
- Organization and Time management
- Case Management
- Customer Service
- Flexible & Adaptable
- MS Office (Excel, Word, PowerPoint)
- CRM / Salesforce
- Multitasking and Prioritization
- Calm and Professional Under Pressure
Referrals
Available upon request.
Timeline
Senior Case Manager
Harmony Homecare
11.2022 - Current
Administration Officer
Harmony Homecare
03.2022 - 11.2022
Real Time Analyst
Serco Global Services
08.2018 - 02.2022
Customer Service Representative
MyConnect
03.2017 - 07.2018
Diploma - Community Services
McCarthy Learning
High School Diploma -
American Community School of Beirut
Diploma - Arts
Royal Melbourne Institute of Tech