Summary
Overview
Work History
Education
Skills
Timeline
Generic

Eman Abdala

Melbourne

Summary

Dynamic Customer Care Manager with a proven track record at Tender Loving Care Disability Services, excelling in team leadership and customer service expertise. Skilled in mentoring and effective delegation, I enhance client satisfaction and operational efficiency while ensuring NDIS compliance. Committed to fostering strong relationships and driving continuous improvement in service delivery.

Overview

8
8
years of professional experience

Work History

Customer Care Manager

Tender Loving Care Disability Services
05.2024 - Current
  • Manage all client onboarding across Victoria, including intake meetings, service agreements, and coordination of supports in line with NDIS requirements.
  • Oversee billing operations, including PRODA service bookings, provider payment submissions, recurring invoices, and reconciliation in Xero.
  • Maintain strong relationships with clients, families, support coordinators, and stakeholders, ensuring high satisfaction and effective communication.
  • Supervise the Customer Care team, providing leadership, training, and performance support to ensure consistent service quality.
  • Collaborate with internal teams (Accommodation, Rostering, Finance, and Quality) to ensure smooth operations and client-focused outcomes.
  • Manage and monitor referrals, client exits, and funding transitions, preparing weekly and monthly service reports.
  • Attend care team and stakeholder meetings, representing TLC with professionalism and a person-centred approach.
  • Ensure all service documentation and client records meet NDIS and organisational compliance standards.
  • Organise and oversee events, networking sessions, and client engagement activities to strengthen community connections.
  • Support clients and families to navigate the NDIS, including plan renewals and funding management.

Customer Care Facilitator

Tender Loving Care Disability Services
03.2023 - 05.2024
  • Assisted with client onboarding and intake, ensuring all required documentation, service agreements, and NDIS plan details were accurately recorded in CareVision.
  • Monitored client satisfaction and engagement, following up on feedback and resolving service concerns in a timely and professional manner.
  • Managed data entry and updates in CareVision and Xero, maintaining accurate client, billing, and funding information.
  • Liaised with internal teams (rostering, finance, accommodation, and day programs) to ensure service delivery met client expectations.
  • Prepared and distributed quotes, invoices, and service bookings through PRODA under supervision.
  • Assisted with NDIS compliance by ensuring documentation met quality and policy requirements.
  • Coordinated and participated in client events, community programs, and information days, promoting TLC services and strengthening family relationships.
  • Provided administrative support for provider payments, referral tracking, and internal reporting.
  • Built strong, trusting relationships with clients and families by maintaining open and consistent communication.

Direct Services Coordinator

Tender Loving Care Disability Services
09.2021 - 03.2023
  • Coordinated and managed daily rostering for support workers across multiple accommodation and community programs, ensuring adequate coverage and alignment with client needs.
  • Oversaw staff scheduling, shift replacements, and last-minute changes, maintaining continuity of care and compliance with NDIS service standards.
  • Supported a team of support workers through supervision, performance feedback, and clear communication of client goals and expectations.
  • Collaborated closely with the Customer Care and Accommodation teams to match staff skill sets with participant requirements.
  • Responded promptly to staff and client concerns, resolving issues efficiently to maintain high-quality service delivery.
  • Monitored and recorded staff attendance, timesheets, and incident reports, ensuring accuracy and compliance with organisational procedures.
  • Assisted in recruitment and onboarding of new support staff, including orientation, documentation checks, and training coordination.
  • Ensured effective communication between management, support teams, and families to deliver person-centred and consistent care.
  • Contributed to continuous improvement by identifying rostering inefficiencies and suggesting workflow enhancements.
  • Maintained internal systems with up-to-date staff and scheduling information to support operational transparency.

Community Support Worker

Tender Loving Care Disability Support Worker
05.2021 - 09.2021
  • Provided person-centred support to NDIS participants, assisting with daily living activities, personal care, and community participation.
  • Supported clients to build independence, social skills, and confidence through tailored community engagement programs.
  • Assisted clients with transport, attending appointments, social outings, and recreational activities while maintaining safety and dignity.
  • Followed individual support plans and behaviour management strategies, ensuring consistency with client goals and therapeutic recommendations.
  • Maintained accurate and detailed progress notes, incident reports, and shift documentation in compliance with NDIS standards.
  • Worked collaboratively with families, support coordinators, and allied health professionals to ensure high-quality, consistent care.
  • Supported clients with meal preparation, medication prompts, and household tasks, promoting choice and independence.
  • Adapted communication and support strategies to meet diverse needs, including clients with autism, intellectual disabilities, and mental health conditions.
  • Contributed to a positive team culture by communicating effectively with colleagues and participating in regular team meetings.
  • Upheld TLC’s values of compassion, integrity, and empowerment in all client interactions.

Cashier Team Lead

Foodworks Dallas
11.2019 - 01.2020
  • Supervised and supported a team of cashiers and floor staff, ensuring smooth daily store operations.
  • Provided training, guidance, and performance feedback to new and existing staff to maintain excellent customer service standards.
  • Managed cash handling, daily reconciliations, and end-of-day balancing for all registers.
  • Oversaw customer service operations, resolving escalated customer issues with professionalism and efficiency.
  • Ensured compliance with store policies, WHS standards, and food safety regulations.
  • Assisted with rostering, task delegation, and shift coverage to maintain adequate staffing levels.
  • Monitored stock levels and merchandising, coordinating with suppliers and store managers for replenishments.
  • Processed transactions accurately and efficiently using EFTPOS and POS systems.
  • Promoted a positive team culture by fostering collaboration, accountability, and strong communication.

Customer Service Cashier

Freshplus Roxburgh Park
10.2017 - 08.2019
  • Provided friendly and efficient customer service, assisting shoppers with enquiries, product locations, and purchases.
  • Operated cash registers and EFTPOS systems, handled cash accurately, and balanced tills at the end of each shift.
  • Maintained clean, organised, and well-stocked shelves, ensuring store presentation met company standards.
  • Supported daily inventory checks and restocking of fresh produce, dairy, and grocery items.
  • Assisted in receiving and unpacking deliveries, ensuring stock rotation and correct labelling of perishable items.
  • Handled customer complaints and returns professionally, ensuring a positive shopping experience.
  • Collaborated with team members to meet daily sales targets and deliver excellent store service.
  • Ensured compliance with food safety and hygiene standards at all times.
  • Developed strong communication and time management skills in a fast-paced retail environment.

Education

High School Diploma -

Pascoe Vale Girls College
Melbourne, VIC
11-2019

Skills

  • Customer service expertise
  • Mentorship development
  • Team leadership
  • Effective delegation

Timeline

Customer Care Manager

Tender Loving Care Disability Services
05.2024 - Current

Customer Care Facilitator

Tender Loving Care Disability Services
03.2023 - 05.2024

Direct Services Coordinator

Tender Loving Care Disability Services
09.2021 - 03.2023

Community Support Worker

Tender Loving Care Disability Support Worker
05.2021 - 09.2021

Cashier Team Lead

Foodworks Dallas
11.2019 - 01.2020

Customer Service Cashier

Freshplus Roxburgh Park
10.2017 - 08.2019

High School Diploma -

Pascoe Vale Girls College
Eman Abdala