Elsa Fowler
Panania
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability and developing effective training to improve productivity. Equipped to foster productive and positive work environment while meeting changing demands.
Demonstrates strong analytical, communication, and teamwork skills, Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Known for reliability with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Acting Team Leader - Variations
NDIS Quality & Safeguards Commission
05.2024 - Current
- Determine variation applications whilst applying the NDIS Act and Rules, the NDIS Quality and Safeguarding Framework, including regulatory and compliance processes in mind.
- Assist in managing the updating of reporting information and data that is required for executive reporting.
- Quality check all current team members work, giving feedback when required
- Respond to escalated enquiries whether it be from internal or external stakeholders within a timely manner.
- Facilitate and Delegate Work to meet group goals
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Developed and executed training programs that significantly improved team skills and morale.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
Provider Registration & Oversight Officer
NDIS Quality & Safeguards Commission
01.2018 - 05.2024
- Trained and onboarded new Registration team members in processing various applications
- Trained 2 Team Leaders on how to Quality Check applications, use variations tracker, assist with understanding processes for the variation team as well as provide advice on how to deal with escalated matters and staff complaints
- Arranged Domestic travel for the Director of Registration and provided ad hoc administrative assistance for Interstate Town Hall Forums
- Assisted with stakeholder engagement at Townhall domestic forums including on hand assistance in answering regional Q&A’s
- Processed and reconciled expenses for Director of Registration and Director of Compliance
- Diary management for the Director of Registration
- Developed, edited, and gave critical feedback on new business processes and workflows including FAQ’s, Operational Guidelines, and policies on Provider Registration in the new Federal Commission
- Developed Outlook email and word template precedents for new established Commission external stakeholders including mail merge and auto response emails informing Providers of outcomes to their enquiries and applications
- Implemented weekly Quality Assurance Checks on internal stakeholders Registration Certificates generated in Microsoft office and Adobe
- Produced and distributed Regulatory Certificates for NDIS trained Auditors (daily/weekly)
- Responsible for answering internal stakeholder Customer complaints and enquiries from Allied Health Professionals as well as NDIS Providers and external Auditors
- Preparation of various executive meetings for the Director of registrations including interviews, Customer forums and resource planning
- Generated and edited weekly Risk Assessment minutes sent to Registrar, Deputy Registrar and Director of Registrations
Full Time Carer for Immediate Family Member
12.2016 - 01.2018
Client Service Operator
MLC (NAB)
03.2007 - 08.2017
- Company Overview: North Sydney
- Inbound call centre dealing with circa140 calls per day providing high levels of service to clients
- Consultant for client’s regard unit investments and managed funds for superannuation & insurance
- Manage queries relating to tax, fees, portfolio switches (in superannuation), balances, withdrawals etc
- Assist in training new staff in procedural processes, questioning skills and telephone manner
Legal Corporate Receptionist/Front Desk Manager
Henry Davis York Lawyers
08.2007 - 12.2016
- Company Overview: Sydney – Mid-tier Law Firm
- Screen, answer, forward incoming calls & take messages
- Manage high volume fax inbox for500 staff
- Trained both permanent and temporary secretarial support staff on systems and Front office procedures
- Event management including Meet & greet internal and external stakeholders, preparation for client gifts and event concierge VIP and evening events
- Arrange & book car parking and meeting rooms for clients, lawyers & staff
- Book Function Rooms and manage maintenance of reception area
- Assist Business Development Team with any events or admin work as required
- Liaise with mail room staff for collection and distribution of confidential and high priority mail
- Assist mailroom with large billing mailouts when needed
Call Centre Sales Service Representative/Acting Team Leader
BigPond – Telstra (Stellar Call Centre’s Pty Ltd)
03.2003 - 03.2007
- Training new staff regarding Telstra processes, procedures, and policies
- Taking escalated calls and advising engineers and technicians at the Tower exchange on next steps
- Inbound call centre managing circa60 calls per day
- Servicing Telstra clientele with regards to billings, orders, product, and general enquiries
- Hit sales targets related to broadband and dial up services
- Use of multiple technical software with creating and adjusting detailed reports for phone exchange orders
- Resolving complaints and escalated calls re billing and disputes
- Casual Directory Assistance operator
- Schedule bookings for telecom exchange with engineers
Social Worker
Links Youth & Disability Services Pty Ltd
10.2003 - 03.2005
- Company Overview: (Contract)
- Client behavioral Management (disadvantaged children)
- Planning and Scheduling for clients’ activity
- Resolve and report on escalated conflicts including basic psych analysis
- Managed and scheduled budgets and travel expenditure
- Developing Client Life Skills
Mail Sorter
Australia post
11.2004 - 02.2005
- Company Overview: (Contract)
- Sorted high volumes of domestic and foreign mail at distribution centre during Christmas season
- Lifted heavy Boxes in assisting Team Leader with organization of Mailroom
Banking Credit Assessor & Sales & Service Rep./Acting Team Leader
National Australia Bank
01.2001 - 01.2003
- Company Overview: Epping
- Relief Team Leader tor +30 ppl
- Acting role as Team Leader for data input reporting during prolonged staff leave
- Assisted Team Leader to create solutions for processes, training manuals, helping staff reach KPI’s
- Inbound call centre handling circa60-80 calls per day
- Liaise with retail, investment, and personal bankers on their portfolio management
- Manage enquiries & process applications on personal loans, mortgages, credit cards and new accounts
- Manage escalated calls and complaints
- Training new staff
- Monitor sales and service referrals
Sales & Service Representative
MBF
04.2000 - 09.2000
- Company Overview: North Sydney (Contract)
- Hit high sales targets in health insurance applications
- Customer Service and signups
- Various administrative tasks for registration of new stakeholders
Receptionist/Legal Secretary
Mullaly Mylott Solicitors
07.1998 - 01.2000
- Company Overview: Campbelltown
- Meet and greet clients
- Answer all incoming calls, direct enquiries to various Legal Staff
- Document management including updating legal document precedence, court documents, legal templates
- Dictaphone and other file work for Legal Partners
- Organise juniors, couriers, and hospitality for various stakeholders and Partners
Education
No Degree - Disability Confidence Managers Training
NDIS Quality & Safeguards Commission
Penrith, NSW07-2024
No Degree - Deaf Awareness Training
NDIS Quality & Safeguarding Commission
Penrith09-2024
No Degree - Administrative Decision Making
NDIS Quality & Safeguards Commission
Penrith08-2024
No Degree - Managing Performance & Difficult Conversations
NDIS Quality & Safeguards Commission
Penrith, NSW06-2024
Writing Right for the NDIS Commission [1 Day Course]
Wisdom Learning
01.2022
Certificate IV - Design [CUV40311]
International School of Colour & Design Pty Ltd
01.2013
Bachelor of Arts - Linguistics & Languages
University of Wollongong
01.2007
Certificate III - Professional Counselling
Revival School of Ministries, Mount Annan Church
01.2001
Certificate III - Retail/Wholesale Travel
Orange TAFE NSW
01.1996
Skills
- Typing Speed; >80wpm @95% accuracy
- Microsoft Outlook (Intermediate), Microsoft Word (Advanced), PowerPoint (Intermediate), Excel (Intermediate), SAP, Trim, Siebel, CRM
- Dictaphone, Fax, Commander Switch System, PABX
Certification
- Diploma of Massage Therapy [2002] Australasian College of Natural Therapies
- Certificate Telephone Management [1999] Sydney Business & Industry Training Centre
- Certificate IV in Accommodation Services Supervision [1997], Orange TAFE NSW
- Certificate III Accommodation Services2 [1996], Orange TAFE NSW
- Statement of Attainment in Computing Skills for the Office [1995], Western Institute of TAFE
Timeline
Acting Team Leader - Variations
NDIS Quality & Safeguards Commission
05.2024 - Current
Provider Registration & Oversight Officer
NDIS Quality & Safeguards Commission
01.2018 - 05.2024
Full Time Carer for Immediate Family Member
12.2016 - 01.2018
Legal Corporate Receptionist/Front Desk Manager
Henry Davis York Lawyers
08.2007 - 12.2016
Client Service Operator
MLC (NAB)
03.2007 - 08.2017
Mail Sorter
Australia post
11.2004 - 02.2005
Social Worker
Links Youth & Disability Services Pty Ltd
10.2003 - 03.2005
Call Centre Sales Service Representative/Acting Team Leader
BigPond – Telstra (Stellar Call Centre’s Pty Ltd)
03.2003 - 03.2007
Banking Credit Assessor & Sales & Service Rep./Acting Team Leader
National Australia Bank
01.2001 - 01.2003
Sales & Service Representative
MBF
04.2000 - 09.2000
Receptionist/Legal Secretary
Mullaly Mylott Solicitors
07.1998 - 01.2000
Writing Right for the NDIS Commission [1 Day Course]
Wisdom Learning
Certificate IV - Design [CUV40311]
International School of Colour & Design Pty Ltd
Bachelor of Arts - Linguistics & Languages
University of Wollongong
Certificate III - Professional Counselling
Revival School of Ministries, Mount Annan Church
Certificate III - Retail/Wholesale Travel
Orange TAFE NSW
No Degree - Disability Confidence Managers Training
NDIS Quality & Safeguards Commission
No Degree - Deaf Awareness Training
NDIS Quality & Safeguarding Commission
No Degree - Administrative Decision Making
NDIS Quality & Safeguards Commission
No Degree - Managing Performance & Difficult Conversations
NDIS Quality & Safeguards Commission
Similar Profiles
Niharika DoshiNiharika Doshi
Contact and Early Resolution Officer at NDIS Quality And Safeguards CommissionContact and Early Resolution Officer at NDIS Quality And Safeguards Commission
Alexis AndreuAlexis Andreu
Registration Officer – Provider Registration Regulatory Operations Division at NDIS Quality and Safeguards CommissionRegistration Officer – Provider Registration Regulatory Operations Division at NDIS Quality and Safeguards Commission
James PatersonJames Paterson
ICT Analyst at NDIS Quality And Safeguards CommissionICT Analyst at NDIS Quality And Safeguards Commission