Indra Wisener
Ermington,NSW
Summary
Collaborative leader with dedication to partnering with co-workers to promote engaged, empowering work culture. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Team player with exceptional listening and critical thinking skills. Adept at managing large team of employees with 8 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
25
25
years of professional experience
Work History
Senior Manager, Client Experience
The Nextt Group
11.2022 - Current
- Provided strong leadership to enhance team productivity and morale.
- Driven high quality and supportive team culture of valuing people.
- Key contributor and member of project team to build platform that allows onboarding, capturing goals and measuring progress against goal. First of its kind in Australia.
- Lead and embedded organisational structure changes within Region
- Collaborated on responsive workforce plan
- Coordinated with internal stakeholders on implementation of new client business.
- Managed, measured, tracked and resolved client feedback and complaint to achieve timely resolutions.
- Explored new systems, tools, and processes to achieve challenging objectives.
- Implemented and contributed towards developing operational standards, policies and procedures.
- Conducted performance evaluations and recruited to maintain appropriate staffing requirements.
- Developed proposals and presentations for internal and external stakeholders.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Collaborate with internal business partners and drive team to manage to resolution all client and support worker issues using effective data analysis to inform people, system, and process improvements.
- Deliver results and accountability on key financial metrics that relate to sustainable service and growth objectives.
- Work with internal stakeholders to implement National Business Plan in line with strategic objectives.
- Drive culture of client experience through outcomes focused support by coaching and managing direct reports
- Deliver client centred experience by managing team to adopt Active Support framework to develop capacity of Support Workers
- Deliver new and existing, sustainable growth targets through:
- New business via referral relationships with specialist partners, complex planners, Local Area Coordinators and Support Coordinators o client engagement and retention activity
- Submit timely reports on KPIs.
- Ensure team consistently manage and record data in relevant systems for reporting and performance monitoring.
- Manage performance of team within performance metrics and guidelines to:
- Respond to new referrals and client enquiries
- Complete onboarding to service delivery within standard operating guidelines
- Apply solution focused thinking to achievement of timelines, how, not no.
- Manage end to end service delivery for clients in line with their service agreements and goals.
- Maintain strong partnership with National Scheduling and P&C to drive effective and responsive use of workforce, based on client pipeline.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Recommended and implemented successful strategies to maximize revenue.
- Identified and executed opportunities to engage clients and support workers alike.
- Drive positive Client and Support Worker Experience.
- Drive values of contemporary, rights-based service provision and continuous improvement team mindset to provide excellent client service
- Lead culture of valuing and building employee expertise by coaching and capacity building team
- Use targeted People and Culture programs to build skills and capability of team
- Accountability to ensure that mandatory L&D and other compliance documents like NDIS Workers screening check are compliant for self and all team members
- Implemented and developed operational standards, policies and procedures.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Examined quarterly financials to determine business operating capacity.
Service Delivery Manager
The Nextt Group
03.2020 - 10.2022
- Attended staff and client meetings and served as liaison to manage client supports.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Coordinated and led internal and external site team meetings.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Facilitated completion of deliveries and verified documentation.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Coordinated new hire recruitment, training and development.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Oversaw operations of 24-hour client support staffed by 15 support workers.
- Evaluated Client Relations Managers workloads to support capacity planning, adjusting caseload to ensure there was no risk of burn out.
National Client Relations Manager
The Nextt Group
10.2019 - 03.2020
- Developed sales KPI to build client numbers.
- Informed clients of additional services offered by company to develop opportunities for sales revenue.
- Collected and logged client feedback about service experience to identify areas for improvement.
- Achieved main targets and KPI's set by Business Development leadership.
- Partnered with Quality & Risk team and Client Relations Managers from various regions to ensure fulfillment of client needs.
- Escalated critical client complaints and feedback to relevant Regional Manager.
- Addressed and resolved client complaints and issues to improve satisfaction.
- Assessed client needs and developed plans to adequately provide safe supports.
- Fostered client trust by addressing concerns and needs using targeted problem-solving.
- Achieved sales goals and service targets by cultivating and securing new client relationships.
- Held team meetings with Business Development team members to identify conversion hurdles and problem solve collaboratively.
- Attended networking events to build relationship with external referral partners.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on clients.
- Collaborated cross-functionally with other teams nationally to maintain consistent message and experience.
Interim Regional Manager
The Nextt Group
04.2019 - 09.2019
- Maintained positive client relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanour by staying calm when addressing client complaints.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing tasks to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Transitioned newly acquired organisation in Sydney Region to ensure structure was embedded, policies & procedures reviewed and aligned
Client Services Coordinator
The Nextt Group
11.2017 - 04.2019
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created client support strategies to increase client retention.
- Maintained and managed client files and databases.
- Responded to client calls and emails to answer questions about supports.
- Managed a caseload of 60 clients every day with positive attitude and focus on client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Collaborated with other stakeholders to develop ways to increase client satisfaction.
- Utilised active listening skills to identify client needs and provide appropriate solutions.
- Coordinated with support staff to resolve service problems and boost client satisfaction.
- Trained and supervised support workers on best practices to meet organization goals.
- Streamlined and monitored quality supports to clients to ensure compliance was met.
- Maintained positive client relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Client Services Manager
Care Relief Team
03.2010 - 08.2017
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed 50 care staff and coordinated rostering schedules to maximize coverage during peak hours.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created client support strategies to increase client retention.
- Created client support plans, completed client and home risk assessments, identified training required by care staff to ensure safe supports.
- Maintained and managed client files and databases.
- Responded to client calls and emails to answer questions about client supports and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Collaborated with internal and external stakeholders.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coordinated with care staff to resolve service problems and boost client satisfaction.
- Maintained professional demeanour by staying calm when addressing unsatisfied clients.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Store Services Manager
Woolworth's Group
02.2003 - 12.2009
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Cash Office & Payroll Manager
Woolworth's Group
02.1999 - 02.2003
- Balanced safe, prepared tills, and prepared register bags for next sales day.
- Prepared bank deposits and store cash shipments.
- Sorted and counted coin and currency to make change for cashiers.
- Investigated discrepancies of cash register and POS System totals to resolve errors.
- Managed daily flow of cash transactions to provide sufficient cash supply to meet customer needs.
- Trained new employees on proper cash routines, procedures, and requirements.
- Performed daily cash reconciliations to determine accuracy of financial reports.
- Followed company policies, procedures, and practices for accurate recordkeeping and loss prevention.
- Implemented useful procedures to establish accuracy in cash handling, counting and reporting.
- Investigated financial inconsistencies to solve discrepancies and reported to manager.
- Maintained petty cash records of debits and credits in accordance with established policies and procedures.
- Utilized POS System to enter customer transactions and accurately record all sales.
- Verified cash flow and electronic transactions from credit card system to balance registers.
- Developed and maintained professional working relationships with customers, co-workers and vendors to build trust and rapport.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Compiled budget figures by reviewing past budgets, evaluating estimated income, and assessing expenses.
- Generated invoices upon receipt of billing information and tracked collection progress.
Education
Diploma of Community Services -
Open Colleges
NSW12.2019
Diploma of Health And Social Care NVQ Lvl 4 -
National Vocational Qualification
United Kingdom03.2017
Diploma of Human Resource Management -
Open Colleges
Sydney, NSW12.1995
High School Diploma -
Marsden High School
West Ryde, NSW11.1991
Skills
- Organizational Improvements
- Cross-Functional Team Leadership
- Managing Career Progression
- Employee Coaching and Mentoring
- Troubleshooting and Problem Resolution
- Performance Tracking and Evaluations
- Managing Employee Relations
- Operations Planning
- Data-Driven Decision-Making
- Managing Operations and Efficiency
- Managing Deadlines
- Cross-Functional Collaboration
Timeline
Senior Manager, Client Experience
The Nextt Group
11.2022 - Current
Service Delivery Manager
The Nextt Group
03.2020 - 10.2022
National Client Relations Manager
The Nextt Group
10.2019 - 03.2020
Interim Regional Manager
The Nextt Group
04.2019 - 09.2019
Client Services Coordinator
The Nextt Group
11.2017 - 04.2019
Client Services Manager
Care Relief Team
03.2010 - 08.2017
Store Services Manager
Woolworth's Group
02.2003 - 12.2009
Cash Office & Payroll Manager
Woolworth's Group
02.1999 - 02.2003
Diploma of Community Services -
Open Colleges
Diploma of Health And Social Care NVQ Lvl 4 -
National Vocational Qualification
Diploma of Human Resource Management -
Open Colleges
High School Diploma -
Marsden High School
Similar Profiles
Madhan PradhanMadhan Pradhan
Support Worker at Nextt GroupSupport Worker at Nextt Group
Bikal ThapaBikal Thapa
Support Worker at Nextt Group Pty LtdSupport Worker at Nextt Group Pty Ltd
Petrina ManoharanPetrina Manoharan
Client Experience Manager at NexttClient Experience Manager at Nextt