Summary
Overview
Work History
Education
Skills
KEY DUTIES ACROSS POSITIONS
Certification
Timeline
Generic

Jessica Bentos-Pereira

Minto

Summary

Dynamic and dedicated professional with a strong background in customer service and a genuine passion for helping others. Expertise in building meaningful connections and effective communication with clients, complemented by a solid understanding of the NDIS and personal experience supporting family members with disabilities. Eager to embrace new challenges in the disability field, committed to making a positive impact through the core values of quality, respect, and empowerment. An empathetic individual who consistently goes the extra mile, dedicated to continuous learning and skill enhancement to deliver exceptional service.

Overview

14
14
years of professional experience
1
1
Certification

Work History

National Partner Relations Specialist

Better Rehab
05.2023 - Current
  • Establishing and maintaining effective relationships with external stakeholders through multiple channels, including email and phone
  • Driving positive brand association with external stakeholders, by attending Expos or networking events as required.
  • Collaborating with Key Internal Stakeholders (Marketing, Administration, Clinical) to support with required and upcoming capacity.
  • Maintaining relationship with Marketing to ensure consistent brand messaging is delivered in line with brand guidelines and requirements
  • Providing support to ensure Support Coordinators and other referrers can link participants to appropriate Better Rehab services
  • Helping business partners strengthen and develop networks, support services, links and relationships
  • Maintaining a continuous improvement culture and efficiently delivering Better Rehab’s overall business strategies
  • Booking appointments and conducting regular check-in sessions with Referrers, to ensure a quality experience.
  • Addressing and resolving complaints in a timely and effective manner, escalating promptly, if required
  • Ensuring partner relations initiatives are aligned with business needs
  • Analyzing data and producing reports identifying areas of focus in line with the referral flow
  • Working with RM/PC/GM to meet internal workflow needs
  • Creating and maintaining up-to-date client databases
  • PRS Team to analyze data of top referrers and provide summary to RM/PC, referrers who have not referred in more than 6 months. Advising any key details such as trends (complaints, errors, handover etc.)
  • Working to build opportunities to gain trust and future work and relationships.
  • Top Referrer rapport building - fostering, building and maintaining contact with top referrers. Collaboration with RM/PC to support long standing referrers
  • Expo’s & Marketing campaigns such as Exercise Right Week, OT Week etc.
  • Providing staff with relevant information on renewals
  • Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
  • Developed and implemented strategies to enhance partner relations.

Customer Assistance Officer, Administration Assistant, Receptionist, Deck Hand

Harbour City Ferries
01.2012 - 01.2020
  • Liaising with the rostering department
  • Responded to hundreds of customer queries daily, thus expanding my knowledge of Sydney and the company exponentially.
  • Dealing with language barriers.
  • Maintained a complete understanding of ferry operations including Staff duties, competencies and Conditions of employment in Sydney Ferries EBA.
  • Was the first person to go out and get certificates and training externally to move up in the company as a GPH. This then opened a path for other Customer Assistance Officers to have a chance to do the same and expand their career opportunities.
  • Received two commendations as a customer assistance officer for preventing tragedy, by saving two children from falling between the wharf and the ferry.
  • Implementation of barriers into a position to have better crowd control at the 2014 new year’s fireworks display.
  • Communication and Conflict Resolution
  • Customer service
  • Ticket sales in ticket boxes, on wharves and on vessels
  • Crowd control
  • Cleaning of work environment
  • Customer service representative for Sydney’s largest events e.g. New years eve, Vivid, scheduled festivals, Australia day etc.
  • Working in a fast-paced environment
  • Multi-tasking
  • Answering phone calls and emails
  • Logging staff annual leave and sick leave
  • Face to face customer service
  • Lost property - Logging recording and storing lost items
  • Staff uniform distribution
  • Liaising with external companies
  • Daily mail outs
  • Assisting managers with office needs
  • Customer complaints
  • Data entry in different databases
  • Filing
  • Auditing of qualifications
  • Calling staff members and booking qualification renewals

Education

Senior High School Certificate -

All Saints Catholic Senior College
01.2010

Skills

  • Excellent verbal and written communication skills
  • Strong interpersonal and networking skills
  • Ability to prioritise and manage workload
  • Independent and collaborative work
  • Proficient in Microsoft Word, Excel and PowerPoint
  • Highly organised
  • Personable
  • Efficient and effective
  • Excellent communicator
  • Excellent telephone manner
  • Interpersonal skills
  • Passion, Drive and Empathy
  • Conflict resolution
  • Punctuality
  • Commitment
  • Company processes and procedures
  • Marketing knowledge
  • Strategic planning
  • Client relationship management
  • Workflow optimization
  • Data analysis

KEY DUTIES ACROSS POSITIONS

  • Establishing and maintaining effective relationships with external stakeholders through multiple channels, including email and phone
  • Driving positive brand association with external stakeholders, by attending Expos or networking events as required.
  • Collaborating with Key Internal Stakeholders (Marketing, Administration, Clinical) to support with required and upcoming capacity.
  • Maintaining relationship with Marketing to ensure consistent brand messaging is delivered in line with brand guidelines and requirements
  • Providing support to ensure Support Coordinators and other referrers can link participants to appropriate Better Rehab services
  • Helping business partners strengthen and develop networks, support services, links and relationships
  • Maintaining a continuous improvement culture and efficiently delivering Better Rehab’s overall business strategies
  • Booking appointments and conducting regular check-in sessions with Referrers, to ensure a quality experience.
  • Addressing and resolving complaints in a timely and effective manner, escalating promptly, if required
  • Ensuring partner relations initiatives are aligned with business needs
  • Analyzing data and producing reports identifying areas of focus in line with the referral flow
  • Working with RM/PC/GM to meet internal workflow needs
  • Creating and maintaining up-to-date client databases and mail lists
  • Reengagement - PRS Team to analyze data of top referrers and provide summary to RM/PC, referrers who have not referred in more than 6 months. Advising any key details such as trends (complaints, errors, handover etc.)
  • Working to build opportunities to gain trust and future work and relationships.
  • Top Referrer rapport building - fostering, building and maintaining contact with top referrers. Collaboration with RM/PC to support long standing referrers
  • Expo’s & Marketing campaigns such as Exercise Right Week, OT Week etc.
  • Providing staff with relevant information on renewals

Certification

  • Class C Driver’s License (NSW)
  • ·Certificate I Transport and Distribution (Maritime Operations), 2013
  • · Senior First Aid, 2025
  • · Working With Children Check Clearance, 2018 – Refreshed 2023
  • · Provide CPR Certificate, 2025
  • · AUSTSWIM Teacher of Swimming and Water Safety, 2020
  • · Cultural Orientation Training Certificate, 2023
  • · Supporting Effective Communication Certificate, 2023
  • · NDIS Worker Screening Certificate, Exp 18/05/2028
  • · NDIS worker Orientation Certificate, 2023
  • · NSW Police Check, 2023

Timeline

National Partner Relations Specialist

Better Rehab
05.2023 - Current

Customer Assistance Officer, Administration Assistant, Receptionist, Deck Hand

Harbour City Ferries
01.2012 - 01.2020

Senior High School Certificate -

All Saints Catholic Senior College

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Jessica Bentos-Pereira