Lois Madziro
Clyde North
Summary
Results-driven disability services professional with 6+ years of direct client support experience, transitioning to a Client Success Officer role. Proven track record in building trust-based relationships, driving client satisfaction, and supporting retention through proactive communication and data-informed decision making. Combines deep NDIS sector knowledge with strong analytical skills and a customer-first mentality to optimize client experiences and outcomes.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Disability Support Worker
Home@Scope
10.2023 - Current
- Client Relationship & Success Management:
- Support 15+ clients with diverse needs, maintaining 98%+ satisfaction rates through consistent, responsive communication
- Build and maintain trusted relationships with clients and families, serving as primary point of contact for service coordination
- Conduct regular check-ins and progress reviews to ensure client goals are met and services remain aligned with evolving needs
- Data-Driven Service Delivery:
- Maintain detailed client progress documentation and behavioral tracking for continuity of care and outcome measurement
- Collaborate with clinical teams to analyze client data and co-develop personalized care plans and recovery goals
- Escalate service issues promptly and work with internal teams to implement solutions that safeguard client wellbeing
- Specialized Support & Crisis Management:
- Deliver individualized support for clients with mental health conditions including anxiety, depression, and complex diagnoses
- Respond to crisis situations using evidence-based de-escalation techniques and provide immediate emotional support
- Promote emotional regulation and coping strategies through structured one-on-one interventions
- Community Integration & Advocacy:
- Support client participation in community, social, and recovery-based programs to enhance independence and social connection
- Advocate for inclusive practices and accessibility accommodations across service delivery contexts
- Facilitate daily living skills development including personal care, meal preparation, medication management, and independent living tasks
Education
Diploma - Community Services & Sector Management
Chisholm Institute
10-2024
Certificate IV - Mental Health
Chisholm Institute
01.2022
Certificate IV - Disability
InterCare Training Institute
10-2018
Skills
- Client Relationship Management
- Trust-building and relationship maintenance with diverse client populations
- Cross-cultural communication and inclusive service delivery
- Stakeholder management (clients, families, care teams, external providers)
- Data Analysis & Reporting
- Client progress monitoring and outcome measurement
- Documentation and reporting for compliance and quality assurance
- Feedback analysis and service improvement recommendations
- Problem-Solving & Advocacy
- Crisis intervention and de-escalation techniques
- Solution-oriented approach to complex client challenges
- Client advocacy and empowerment strategies
- Industry Expertise
- Comprehensive understanding of NDIS framework and disability services
- Mental health support and dual diagnosis experience
- Person-centred care planning and implementation
Certification
- NDIS Worker Screening Clearance (Current)
- Employee Working with Children Check (Current)
- National Police Check (Current)
- International Police Check (Current)
- Full Driver's License (Victorian)
- First Aid & CPR Certification (Current)
Accomplishments
- 98%+ Client Satisfaction Rate maintained across diverse client caseload
- Zero Serious Incidents through proactive risk management and early intervention
- 100% Compliance with NDIS reporting and documentation requirements
- Successful Crisis Interventions resulting in positive client outcomes and continued service engagement
CAREER OBJECTIVE
To leverage my proven experience in client relationship management, data analysis, and outcome-focused service delivery in a Client Success Officer role, where I can drive client satisfaction, retention, and success at scale while continuing to champion inclusive, person-centred approaches that empower clients and families to achieve their goals.
Timeline
Disability Support Worker
Home@Scope
10.2023 - Current
Certificate IV - Mental Health
Chisholm Institute
Diploma - Community Services & Sector Management
Chisholm Institute
Certificate IV - Disability
InterCare Training Institute
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