Joanne Eeles
Brisbane,Queensland
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Aged Care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Client Relations Consultant
Vacenti
03.2022 - 06.2024
- Enhanced client satisfaction by addressing and resolving issues promptly and professionally.
- Assisted in development of sales materials and presentations, showcasing company's value proposition to potential clients.
- Prioritized client concerns and requests, demonstrating commitment to exceptional service and support.
- Maintained understanding of industry trends affecting clients, issuing recommendations regarding communication strategy.
- Collaborated with internal teams to streamline processes and improve overall customer experience.
- Actively participated in networking events to expand professional connections and uncover new business opportunities.
- Leveraged CRM tools effectively for tracking client interactions, leading to improved workflow efficiency within the team.
- Managed customer relations on ongoing basis to maximize customer retention.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Client Services Manager
Signature Care Queensland - Narangba Community Aged Care
01.2021 - 03.2022
- This role involved commissioning and occupation of a new 144 bed facility
- Business Development was a key component to this role
- Liaising with hospitals, Retirement Villages, Financial Planners and community groups
- I gave regular presentations to Seniors Group educating them in the aged care process
- I consistently achieved RAD and occupancy targets across the less than 12 month commissioning period.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company's reputation.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Established open lines of communication among team members through regular meetings that fostered collaboration towards shared goals.
- Developed a keen understanding of industry trends by participating in conferences and networking events which allowed me to provide better solutions for our clients.
- Kept stakeholders up-to-date on details pertaining to Signature Care projects.
- Conducted regular reviews with clients to assess their satisfaction levels, gather feedback, and address any areas of concern.
Resident Relationship Manager
Beaumont Care Queensland
06.2020 - 12.2020
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
- Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.
- Coordinated efforts between various departments such as Facility Managers, credit assessment, operations teams for smooth delivery of services to clients.
- Tailored financial solutions to client needs, ensuring alignment with their long-term goals and financial health.
- Improved client engagement strategies, leading to marked increase in client referrals and network expansion.
- Implemented CRM best practices, improving data accuracy and usability for client management.
Client Relationship & Package Specialist
PresCare Queensland
09.2019 - 05.2020
- Met with families to present information about Home Care Packages provided by PresCare
- Presentations regarding the aged care process to various Seniors group, Retirement Villages and stakeholders
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
Client Services Manager
BlueCross Residential Services Victoria
04.2014 - 07.2019
- Responsible for maintaining occupancy across four BlueCross Aged Care home across the west areas of Melbourne
- Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Developed a keen understanding of industry trends by participating in conferences and networking events which allowed me to provide better solutions for our clients.
Community Engagement Manager
Benetas Victoria
06.2012 - 04.2014
- Served as a public spokesperson at events, articulating organizational values while cultivating positive relationships with key stakeholders.
- Built strong community relationships by actively participating in local events and developing strategic partnerships.
- Launched calendar of engagement activities for potential Seniors Groups
- Developed comprehensive communication plans, promoting awareness of organizational initiatives and objectives within the community.
- Streamlined processes for event coordination, reducing logistical challenges and increasing overall efficiency in executing community-focused initiatives.
- Strengthened brand identity by organizing impactful events that showcased the organization's values and goals.
- Collaborated with internal teams to align stakeholder expectations and optimize engagement efforts.
Skills
- CRM Software
- Customer Relations
- Sales proficiency
- Proficient in Microsoft
- Inter-department collaboration
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Organizational Skills
- Relationship Building
References
available on request
Timeline
Client Relations Consultant
Vacenti
03.2022 - 06.2024
Client Services Manager
Signature Care Queensland - Narangba Community Aged Care
01.2021 - 03.2022
Resident Relationship Manager
Beaumont Care Queensland
06.2020 - 12.2020
Client Relationship & Package Specialist
PresCare Queensland
09.2019 - 05.2020
Client Services Manager
BlueCross Residential Services Victoria
04.2014 - 07.2019
Community Engagement Manager
Benetas Victoria
06.2012 - 04.2014
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