Hope Page
Gold Coast,QLD
Summary
Accomplished Disability Employment Consultant with a demonstrated history of empowering individuals to achieve their goals and progress to meaningful employment outcomes. Skilled in providing tailored support, fostering inclusive workplaces, and navigating complex disability employment systems. Transitioning seamlessly into a Service Officer role, then Payments Officer with NDIA, equipped me with a deep understanding of disability services and a commitment to delivering exceptional support to participants. Ready to leverage expertise in client advocacy, policy interpretation, and service coordination to facilitate positive experiences and outcomes within the NDIA framework.
Overview
14
14
years of professional experience
Work History
Payments Officer
NDIA
08.2024 - Current
- Provide operational and administrative support, conduct research and analysis, while communicating with internal and external stakeholders.
- Resolve moderately complex payment issues, guided by legislation, policies and standards, and Claims and Payments Branch Standard Operating Procedures (SOPs).
- Maintain an awareness of government decision-making processes, Agency guidelines and regulations.
- Process manual payments to providers.
- Investigate and resolve outstanding payment requests that have been rejected through the myplace provider and participant portals.
NCC Service Officer
NDIA
02.2024 - 07.2024
- Provided exceptional customer service and support to participants, families, and stakeholders via inbound and outbound calls.
- Addressed inquiries, concerns, and requests related to disability support services, NDIS plans, and eligibility criteria.
- Resolved issues and escalate complex cases promptly, ensuring timely and effective resolution.
- Documented all interactions accurately in PACE and SAP CRM system, maintaining thorough and up-to-date records of participant communication.
- Collaborating with internal teams to coordinate service delivery and streamline processes for enhanced participant experience.
- Adhering to NDIA policies, procedures, and quality standards, ensuring compliance and consistency in service delivery.
- Contributed to continuous improvement initiatives, providing feedback and suggestions for optimising call centre operations and service delivery.
Disability Employment Consultant
The BUSY Group
06.2022 - 01.2024
- Monitored participant's progress, provided encouragement and motivation to succeed.
- Interviewed participants and other supports to determine interests, desires, barriers and skills.
- Called on potential employers to explain benefits of employing participants and possible training opportunities.
- Recognised client employment barriers and devised strategies to resolve.
- Conducted assessments, interviews, and job trials with clients to develop person-centred plans for employment and support.
- Matched clients to open positions based on skills and work requirements.
- Led job readiness and career-building workshops to uplift client confidence.
- Updated client records to reflect personal information, qualifications and career aspirations.
- Advised clients on job searching, interviewing and resume writing techniques to increase employment chances.
Team Leader, Operations
Yot Club
01.2021 - 06.2022
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Promoted high standards through personal example to help each member understand expected behaviours and standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Collected, arranged, and input information into database system.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Gathered, organised and input information into digital database.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimised customer experience by delivering superior services and effectively troubleshooting issues.
Superyacht Stewardess
Freelance - International/Domestic
05.2017 - 01.2021
- Provided exceptional customer service to high-profile clientele, ensuring personalised experiences and exceeding guest expectations.
- Maintained impeccable cleanliness and presentation standards throughout all interior/exterior areas, including cabins, salons, and dining areas.
- Anticipated and fulfilled guest needs proactively, enhancing onboard comfort and satisfaction.
- Collaborated closely with the onboard team to facilitate seamless operations and ensure a luxury hospitality experience.
- Implemented safety procedures and regulations rigorously, contributing to a safe and secure environment for guests and crew.
- Adapted quickly to changing schedules and demands, demonstrating flexibility and efficiency in a dynamic maritime setting.
Cabin Crew
QantasLink
01.2012 - 05.2017
- Followed company regulations and rules to promote safe environment for travellers and employees.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Answered passenger questions and provided solutions to issues arising during flights.
- Ensured safety and comfort of customers onboard aircraft.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Resolved passenger conflicts and medical emergencies during flights.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Relayed updates and information to passengers after confirming key details with pilot.
Education
Diploma - Counselling
Australian Institute of Professional Counsellors
07.2026
Skills
- Accomplished Active Listener/Communicator
- Relationship Building
- Collaboration and Teamwork
- Problem-solving abilities
- Adaptability
- Organisational Skills
- Goal Setting
- De Escalation Tactics
- Maintaining Client Records
- Case Management
- Proficient in SAP CRM, PACE, ESS, Microsoft Office Suite
References
Available on request
Timeline
Payments Officer
NDIA
08.2024 - Current
NCC Service Officer
NDIA
02.2024 - 07.2024
Disability Employment Consultant
The BUSY Group
06.2022 - 01.2024
Team Leader, Operations
Yot Club
01.2021 - 06.2022
Superyacht Stewardess
Freelance - International/Domestic
05.2017 - 01.2021
Cabin Crew
QantasLink
01.2012 - 05.2017
Diploma - Counselling
Australian Institute of Professional Counsellors