Kathryn Moxon
Caboolture,Australia
Summary
Dynamic and results-driven professional with extensive experience in client engagement, relationship management, and team leadership within the disability and social housing sectors. Skilled in building partnerships, driving business growth, and enhancing service delivery within the NDIS framework. Strong communicator with a passion for creating positive client outcomes, backed by over 15 years of experience in disability support, customer care, and business support roles.
Overview
17
17
years of professional experience
Work History
Relationships Manager
Accord Care
05.2024 - Current
- Develop and maintain strong partnerships with Support Coordinators, OPGs, and NDIS providers to facilitate client engagement and business growth
- Spearheaded intake processes, ensuring smooth transitions and compliance with NDIS requirements
- Successfully managed new client intakes and service agreements
- Rewriting intake policies and improving internal documentation
- Communicated regularly with clients to understand needs, goals and aspirations.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the relationship.
- Identified new business opportunities through diligent market research and analysis, contributing to increased growth.
Client Engagement Manager
Accord Care
06.2023 - 05.2024
- Secured new clients by fostering relationships with stakeholders across the NDIS network
- Managed client onboarding, addressing service delivery issues, and ensuring client satisfaction
- Collaborated with the corporate team to streamline intake processes, enhance service quality, and drive company growth
- Identified new business opportunities through proactive networking and relationship-building activities.
- Enhanced client relationships by consistently delivering exceptional service and support.
Customer Care Manager
AFFORD (Australian Foundation for Disability)
02.2021 - 06.2023
- Led a team responsible for ensuring high-quality care services to NDIS clients, focusing on client retention and service excellence
- Drove process improvements to enhance client experience and service delivery
- Managed escalations and complex client cases, ensuring swift and satisfactory resolutions
- Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Team Leader & Senior Life Style Assistant
AFFORD (Australian Foundation for Disability)
11.2018 - 02.2021
- Supervised a team of disability support workers, providing training and performance management
- Implemented tailored care plans, ensuring clients received the appropriate level of care and support
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Client Service Officer/Business Support – Officer
Department of Family and Community Services (FACS)
08.2007 - 02.2019
- Provided business support and client services to vulnerable individuals within the social housing sector
- Handled complex cases involving tenancy disputes, appeals, and assessments, advocating for client rights and needs
- Delivered senior-level support in both business and client-facing roles, ensuring operational efficiency and customer satisfaction
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Developed strong relationships with clients, fostering trust through communication and support.
Education
Certificate IV - Social Housing
Swinburne University & NSW Federation of Housing Associations
01.2010
Advanced Diploma - Disability Work
RMIT University (Royal Melbourne Institute of Technology)
12.2006
Skills
- Business Development
- Relationship Building
- Client Engagement
- Stakeholder Engagement
- Team Leadership
- Staff Training
- NDIS Service Delivery
- Compliance
- Strategic Planning
- Client Acquisition
- Process Improvement
- Policy Development
- Negotiation
- Conflict Resolution
- Strong Communication
- Interpersonal Skills
- CRM Management
- IT Systems Management
Timeline
Relationships Manager
Accord Care
05.2024 - Current
Client Engagement Manager
Accord Care
06.2023 - 05.2024
Customer Care Manager
AFFORD (Australian Foundation for Disability)
02.2021 - 06.2023
Team Leader & Senior Life Style Assistant
AFFORD (Australian Foundation for Disability)
11.2018 - 02.2021
Client Service Officer/Business Support – Officer
Department of Family and Community Services (FACS)
08.2007 - 02.2019
Certificate IV - Social Housing
Swinburne University & NSW Federation of Housing Associations
Advanced Diploma - Disability Work
RMIT University (Royal Melbourne Institute of Technology)
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