Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Lisa Macleod

Chermside,Queensland

Summary

Personable Relationship Specialist driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful onboarding with positive interactions with all stake holders . Demonstrated success in utilizing current technologies to ensure a positive smooth and efficient onboarding experience.


Overview

9
9
years of professional experience

Work History

Relationship Specialist

Endeavour Foundation
09.2022 - Current
  • Managed sensitive situations diplomatically while maintaining strict confidentiality standards in handling personal client information.
  • Drove process improvements within department by identifying inefficiencies in current procedures and collaborating on solutions.
  • Consistently met or exceeded sales targets through proactive engagement in relationship-building activities.
  • Recognized as top performer in division due to consistently exceeding customer service expectations and driving revenue growth.
  • Mentored junior team members on best practices for relationship management, contributing to overall team success.
  • Generated new business opportunities by actively referring clients to relevant products and services.
  • Assisted colleagues with challenging client scenarios by sharing expertise and providing constructive feedback on proposed resolutions.
  • Established long-lasting connections with new clientele by utilizing effective rapport-building techniques during initial interactions.
  • Strengthened client relationships by addressing needs and providing personalized solutions.
  • Enhanced customer satisfaction through regular follow-ups and prompt resolution of concerns.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.

Relationships Coordinator

Endeavour Foundation
03.2022 - 09.2022
  • Intake and Onboarding of new and potential clients
  • Act as first point of contact for all areas of service delivery across Endeavours 3 portfolios (Supported Employment, SIL accomodation, Community Services)
  • Represent as the "face of Endeavour"; attending all EXPOs and Networking events throughout QLD, and on occasion - NSW and VIC
  • Maintain a Caseload consisting of: Leads and opportunities for the business at various level of organisation intake process.
  • Liaise with internal stakeholders regarding preparation for upcoming events
  • Extensive State wide travel
  • Attend all site tours with prospective clients of Endeavour to ensure suitability, then refer to internal CPI - Customer Practice Improvement teams (risk mitigation)
  • Carried out day-to-day duties accurately and efficiently using Sales Forces as a key platform
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

Site Supervisor

Endeavour Foundation
03.2020 - 03.2022
  • Developed work schedules for team members to maximize shift coverage.
  • Asserted control over material usage and contractor man-hours to keep projects in line with budgetary restrictions.
  • Initiated onsite safety program and properly trained team members to decrease injuries.
  • Complied with safe operating practices and assessed operational procedures against best practices.
  • Approval of Direct support worker timesheets.
  • Manage team of Direct support workers across 3 sites, providing mentoring, debriefing, staff disputes / confrontation,
  • Supervised contractor work processes and adherence to project schedule.
  • Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
  • Liaise with stakeholders to ensures clients NDIS plans / goals are adhered to in compliance with NDIS best practice.
  • Develop and implement client individual support plans.
  • Engage with Public Trust regarding clients financials and funding.

Personal Carer

Sundale Bindaree Aged Care Facility
03.2015 - 03.2020
  • Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
  • Used company programs to maintain records of services performed and apparent condition of patients.
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
  • Assisted with dressing guidance, grooming, meal preparation.
  • Provided safe mobility support to help patients move around personal and public spaces, adhering to mobility care plans and safe manual handling practice.
  • Documented residents' mental status, sleep and eating patterns in medical record books.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.

Education

Aged Care

Durack Tafe
Geraldton, WA

Aged Care

CQ TAFE
Gladstone Central, QLD

Skills

  • Team Leadership

Employee Training

Assignment Delegation

  • Customer Service

Client Relationship Management

Relationship Building

  • Personal Skills

Problem Solving

Decision Making

Risk Management

Time Management

Health and Safety Compliance

Documentation and Recordkeeping

Self-awareness

Patience and Tolerance

  • Proficient in Salesforce

Additional Information

  • Current first aid and CPR
  • Current Yellow card and Blue Card
  • Willing to obtain Police check

Timeline

Relationship Specialist

Endeavour Foundation
09.2022 - Current

Relationships Coordinator

Endeavour Foundation
03.2022 - 09.2022

Site Supervisor

Endeavour Foundation
03.2020 - 03.2022

Personal Carer

Sundale Bindaree Aged Care Facility
03.2015 - 03.2020

Aged Care

Durack Tafe

Aged Care

CQ TAFE

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Lisa Macleod