Lisa Gwendoline Callaghan
CALAMVALE,Australia
Summary
Dedicated care coordinator with a strong foundation in customer service and care plan development. Proven ability to build productive relationships, resolve complex issues, and enhance client satisfaction through tailored support services.
Overview
20
20
years of professional experience
Work History
Care Coordinator
Five Good Friends
Brisbane, Qld
11.2024 - Current
- Coordinated care plans with clients and families to optimize support services.
- Developed individualized service plans based on thorough assessment findings.
- Provided case management services, ensuring quality care delivery.
- Collaborated with community organizations to connect clients with vital resources, enhancing support options.
- Communicated with healthcare professionals to address client needs and resources.
- Oversaw scheduling of services, ensuring timely delivery of care.
- Managed client record documentation, ensuring compliance with regulations and accuracy.
- Evaluated client feedback to identify areas for enhancing service delivery and satisfaction.
Customer Service Coordinator
Five Good Friends Pty Ltd
Brisbane, Australia
02.2022 - Current
- Ensure all inbound enquiries from all channels are answered efficiently and accurately
- Delivered customer service through inbound and outbound communications with Members, Authorised Representatives, and helpers via phone, email, and chat.
- Work with relevant teams to respond to enquiries, resolve problems, and meet challenges for our Members and Authorised Representatives.
- Undertake proactive and responsive outbound Member and Authorised Representative contact to support an excellent experience with Five Good Friends.
- In consultation with the Care teams update Member Help Plans based on identified needs and requests from Members and Authorised Representatives.
- Maintain a strong working knowledge of the home care package program and NDIS funded support services.
- Collaborated with external service providers to achieve positive outcomes for Members.
- Maintain an understanding of the Aged Care and NDIS Practice Standards and how they apply to the care and support services we provide.
Customer Service Advisor Temporary– APS Level 3
Smart Service Centre
Brisbane, Australia
08.2021 - 01.2022
- Handled inbound calls on COVID information line, delivering accurate updates on border openings, travel documentation, and COVID restrictions to assist callers effectively.
- Operated inbound SES Emergency Services line during severe weather events, addressing enquiries and coordinating assistance to support affected individuals.
- Provided exceptional customer support through phone and in-person interactions.
- Resolved customer inquiries and complaints with effective communication techniques.
- Utilized CRM software to track customer interactions and service requests.
Customer Relationships Manager - Legal Collections
Credit Corp Group Ltd
Brisbane, Australia
07.2015 - 03.2021
- 2nd highest revenue earner within Legal Department in 2019 - Total Revenue approximately $1.5 million. Top performer for 3 years running collecting over $3 million.
- Managed all facets of legal collections from first contact resolution to legal action initiation.
- Personally responsible for over 650 customer accounts
- Established rapport with challenging customers through active listening and empathetic communication.
- Provided compassionate support to customers facing hardships, facilitating productive payment resolutions..
- Identified successful payment resolutions for customers when previous attempts failed..
Customer Relationships Manager
Credit Corp Group Ltd
Brisbane, Australia
07.2013 - 07.2015
- Personally responsible for over 150 individual accounts. My goal is to bring each customer account into a paying status as quickly as possible.
- Managed challenging customer interactions via phone, facilitating constructive resolutions.
- Experienced in Negotiation of payments, discounts and settlements of all customer accounts.
- Executed mid-range debt collection and skip tracing to locate customers' current contact information.
- Ensured compliance with all relevant regulations in debt collection processes.
National Customer Care Manager
Work Wear World
Heathwood, Australia
05.2012 - 06.2013
- Managed several large National Accounts:- Rio Tinto, The Coles Group, Fulton Hogan Industries, DP World and Queensland Alumina Limited (QAL)
- Managed account management, ensuring timely and accurate processing of customer orders, quotations, and credit requests.
- Proven extensive high level sales and customer service knowledge.
- Delivered comprehensive information to customers regarding product applications and specifications to support informed decision-making.
- Conducted site visits to assess customer needs.
- Facilitated quarterly customer reviews to assess account performance and strengthen relationships.
- Generate and present monthly customer sales reports.
National Promotions Franchise Manager / Senior Customer Service Supervisor
Awesome Water Pty Ltd
Slacks Creek, Australia
01.2007 - 05.2012
- Managed promotions franchise sales, driving revenue growth and market reach.
- Promotion and Delivery Franchise Management
- Developed and managed new customer service policies and procedures, improving service consistency and quality.
- Resolved customer complaints, enhancing satisfaction and loyalty among 65,000 national customers.
- Customer Service – Nationally servicing 65,000 customers
- Implementing OH&S policy and procedures
- Weekly National Stock Movement Reconciliation
- Achieved ACCC accreditation to enhance compliance.
Education
CERTIFICATE III - FINANCIAL SERVICES
01-2015
CERTIFICATE IV - BUSINESS
12-2010
High School -
RUNCORN STATE HIGH SCHOOL
11-1994
Skills
- Documentation
- Care planning
- Case management
- Documentation oversight
- Regulatory compliance
- Progress tracking
- Workflow optimization
- Client advocacy
- Client relations
- Time optimization
- Active listening
- Teamwork
- Documentation
- Documentation
Personal Information
- Date of Birth: 09/03/77
- Marital Status: Defacto
Career Highlights And Achievements
- 2.5 years experience in Care Coordination of both Home Care Package and Support at Home packages for older Australian. Caring for over 250 members
- 2 years experience in Inbound Customer Service for a busy Home Care Package and NDIS Provider – Answering over 100 calls daily from a range of members and families.
- 7 years experience in Debt Collection from mid-range level through to Legal Collections. Top Performer for 3 years and collected over $3 million dollars during this time.
- Previous Government Experience – Smart Service Centre during the Covid Pandemic as a Temp Inbound Customer Service Officer. Handled in excess of 60+ calls per day to provide assistance with travelling passes and border closures, regulations and vaccinations to the general public. Also assisted with SES calls when there were weather events around the state.
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
- Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
- Intermediate level computer skills including Excel, Word, Outlook and PowerPoint.
Timeline
Care Coordinator
Five Good Friends
11.2024 - Current
Customer Service Coordinator
Five Good Friends Pty Ltd
02.2022 - Current
Customer Service Advisor Temporary– APS Level 3
Smart Service Centre
08.2021 - 01.2022
Customer Relationships Manager - Legal Collections
Credit Corp Group Ltd
07.2015 - 03.2021
Customer Relationships Manager
Credit Corp Group Ltd
07.2013 - 07.2015
National Customer Care Manager
Work Wear World
05.2012 - 06.2013
National Promotions Franchise Manager / Senior Customer Service Supervisor
Awesome Water Pty Ltd
01.2007 - 05.2012
CERTIFICATE III - FINANCIAL SERVICES
CERTIFICATE IV - BUSINESS
High School -
RUNCORN STATE HIGH SCHOOL