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, VIC11-2019
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