Elizabeth Thornton

Language Development and Client Engagement

• Provided tailored learning experiences for students aged 6–18, demonstrating a customer-focused approach to meeting diverse needs.
• Designed and delivered interactive lessons, fostering engagement and collaboration.
• Built trust and confidence in clients (students and parents) by creating a positive and inclusive environment.

Program Coordination and Experience Planning

• Organized and supervised engaging activities, ensuring smooth execution and a memorable experience for participants.
• Planned and coordinated events such as outdoor excursions and workshops, developing exceptional organizational and time-management skills.
• Collaborated with a multicultural team to deliver high-quality programs, emphasizing teamwork and adaptability to dynamic environments.
• Acted as a mentor and guide, providing personalized support to help participants achieve their language development goals.

• Conducted psychosocial assessments with inpatients and applied relevant interventions (counseling; referral to external support services; advocacy etc.)
• Developed rapport with patients, their families and relevant stakeholders
• Documented clear and objective notes in patient's electronic medical record (EMR)
• Produced hundreds of support letters on behalf of patients for advocacy purposes and assisted with accessing eligible supports such as Centrelink/ Services Australia resources

Client Consultation and Customization

• Managed and responded to service inquiries, conducting consultations to understand client needs and preferences.
• Designed and implemented tailored care plans for private and government-funded clients, showcasing expertise in creating personalized solutions.
• Built rapport with clients and families, ensuring high levels of satisfaction through attentive and empathetic service.

Scheduling and Logistics Management

• Coordinated and scheduled services with precision, ensuring accuracy and reliability.
• Collaborated with external stakeholders (e.g. therapists and specialists).

Data and Quality Management

• Maintained accurate client records in a workplace quality management system, demonstrating strong attention to detail.

Conflict Resolution and Emotional Support

• Acted as a mediator, resolving grievances and providing emotional support to clients and colleagues, reflecting the ability to handle challenging situations in a professional and compassionate manner.

Networking and Business Development

• Attended networking events to promote the organization, forging connections with industry professionals.

Client Interaction and Support

• Delivered exceptional customer service by addressing inquiries, resolving issues, and managing complaints both face-to-face and over the phone, ensuring a positive and professional experience.
• Assisted clients with selecting and enrolling in tailored fitness and swim programs.

Booking and Coordination

• Coordinated hundreds of facility hire bookings for the general public, schools, and organizations, managing schedules and amendments to ensure seamless operation.
• Effectively handled last-minute booking changes and adjustments, showcasing flexibility and problem-solving abilities under pressure.

Communication and Relationship Building

• Responded to internal and external emails promptly and comprehensively, ensuring clear communication and maintaining strong relationships with clients and stakeholders.
• Built rapport with a diverse clientele, ensuring repeat business and fostering long-term customer loyalty.