Erin Rose

Work History

NDIS Service Delivery Coordinator

Invictus Disability Support Services

12.2023 - 01.2025

Maintained thorough records of client details, support plans, and service agreements
Rostering - created and oversaw staff roster by communicating with both staff and clients, identifying their individual needs and preferences. Swiftly reassigned shifts when staff were unable to fulfil a shift due to illness or other personal reasons, and clearly communicating these last minute changes to the roster with clients.
Collaborated with family members of clients, ensuring success for tailored and holistic approach to delivering supports.
Assigned existing and new staff members with online training modules, contributing to ongoing skills and development for the continuation of delivering exceptional services consistently.
Conducted interviews of new staff applicants, deciding on successful applicants, and completing all aspects of onboarding process for new staff members.
Monitored work performance of staff, ensured all work performed in compliance with industry standards.
Provided positive reinforcement to staff for work performed well and addressed poor work performance in a prompt manner in accordance with company policies and procedures.
Communicated regularly with clients to identify specific needs and deliver individualised services
Ensured compliance with industry regulations and standards throughout all stages of the service delivery process.
Continuously sought feedback from clients regarding their experience with our services; using this feedback to implement process improvements.
Collaborated with team members to develop innovative solutions for complex client requirements, resulting in customised service offerings.
Managed multiple projects simultaneously, prioritising tasks to ensure completion before specified deadlines.
Monitoring of staff obligations to complete and submit shift notes for every shift completed.
Collaboration with cross-functional teams to ensure well-coordinated, quality and seamless service delivery.
Conducted home visits to assess client living conditions, identified potential risks and hazards, and recommended improvements where appropriate.
Implemented risk management strategies to mitigate potential challenges during the service delivery process.
Coordinated with healthcare professionals to develop personalised care plans for clients, ensuring their specific needs were met.
Developed strong relationships with clients, staff and affiliates, resulting in improved service satisfaction levels.
Enhanced communication between departments, leading to smoother operations and better service delivery.
Provided ongoing support to clients, addressing concerns promptly and ensuring high levels of satisfaction.
Contributed to business development efforts by identifying opportunities to increase company awareness within the community.
Fostered a positive working environment for staff by organising and facilitating easy communication channels, regular team meetings and social events.
Communicated client complaints, requests, and feedback to company management for swift resolution.

NDIS Support Worker

Invictus Disability Support Services

12.2023 - 01.2025

Assisted clients with daily living needs to maintain self-esteem and general wellness.
Helped clients manage and reach individual goals, supporting independent progression and social skills.
Enhanced the quality of care for clients by providing personalised support and assistance with daily living activities.
Transported clients to appointments, shopping venues and entertainment events.
Established trusting relationships with clients and their families through empathetic communication and active listening.
Developed strong rapport with clients by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
Maintained detailed records of client progress, interventions, and outcomes to ensure continuity of care across service providers.
Provided companionship and social support to clients by accompanying them to appointments and community outings.
Provided emotional support to clients, improving their mental health and overall wellbeing.
Communicated with healthcare professionals to follow clients personalised care plans, providing assistance that ensured their specific needs were met.
Documented client progress and activities in accordance with agency policies and procedures.

Small Business Owner

Revive Skin Rejuvenation & Beauty

10.2017 - 06.2023

Managed daily operations of business, including but not limited to...
Providing services to clients, rebooking, upselling, sending out messages to confirm upcoming appointments, prompt replying to all customer enquiries - via telephone, email and social media platforms, finalising point of sale, obtaining feedback for services delivered,
Established and maintained a loyal customer base by providing quality customer care, paying impeccable attention to detail, tentative listening, customisation of treatments to suit clients needs, identifying and addressing client concerns, and exceeding client expectations.
Promoting business via social media platforms to generate leads and maximize brand identity.
Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
Expanding client base through variety of avenues... including creation, promotion and implementation of reward program for existing client base for friend referrals, online marketing and paid promotions on social media platforms.
Swift action and resolution to customer complaints by embracing feedback, actively listening, responding with a calm and understanding tone, apologising with sincerity and offering an appropriate gesture of compensation, resulting in client satisfaction and retention of ongoing sales.
Researched current industry trends and innovations, upskilled with training regularly on new trends prior to adding new service to treatment menu.
Conducted market research before the launching of any new product or service, to identify predicted added value to the business, and to develop plan for introductory launch promotion.
Performed stock count checks, and placed regular orders with suppliers to avoid running out of stock items to perform any particular service.
Maintained compliance with all industry regulations and followed strict hygiene practices to ensure regular audits were passed with success - and made updated policies and procedures accordingly.
Invested in technology upgrades to streamline operations and improve customer experience.
Elevated customer satisfaction, responding promptly to feedback and implementation of loyalty program.
Diversified product offerings to meet changing customer needs.
Provided exceptional after-sales support to build strong customer relationships and encourage repeat business.

Senior Beauty Therapist

Evolve Skin Rejuvenation Clinic

09.2015 - 10.2017

Increased salon revenue through upselling additional services and retail products to clients.
Streamlined appointment scheduling processes, improving efficiency and reducing wait times for clients.
Created a welcoming environment for clients by maintaining a clean, organized, and visually appealing treatment room.
Maintained a loyal clientele base by consistently delivering high-quality beauty treatments and exceptional customer service.
Managed inventory control, reducing waste and minimizing stock discrepancies through regular audits.
Implemented new treatment protocols, ensuring adherence to industry best practices and company standards.
Offered tailored aftercare advice, promoting long-lasting results for clients'' skin health and wellbeing.
Boosted client retention rate through proactive follow-up communications after appointments.
Optimised appointment scheduling system by implementing online booking options for enhanced convenience to clients.
Assisted in the recruitment process of beauty therapists, selecting candidates who aligned with the salon''s values and vision.
Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
Processed payments, entering sales in register for prompt customer service.
Developed loyal following of clients by providing high-quality services.
Answered phone calls and emails to schedule client appointments.
Provided pre- and post-service consultations to accurately assess clients' needs.

Summary

Overview

Work History

NDIS Service Delivery Coordinator

NDIS Support Worker

Small Business Owner

Senior Beauty Therapist

Education

Diploma Of Animal Technology - Veterinary Science

Advanced Diploma Of Beauty Therapy - Beauty Therapy

Skills

Timeline

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