MACKENZIE DE VILLIERS
Summary
Experienced professional skilled in managing disability cases, ensuring compliance, and providing individualised client support. Known for strong focus on team collaboration and achieving results, consistently adapting to changing needs. Expertise in case assessment, client advocacy, and effective communication.
I am knowledgeable with substantial experience managing disability cases and guiding clients through complex processes. Proven success in improving client outcomes through personalised support and collaborative problem-solving. Demonstrated ability to navigate regulatory requirements and communicate effectively with multidisciplinary teams.
Overview
11
11
years of professional experience
Work History
Administration Officer
Jakaranda Australia
01.2025 - 07.2025
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Fostered partnerships with local service providers to enhance resource networks available to clients in need of specialized assistance or referrals.
- Coordinated meetings and events for internal and external groups.
- Developed comprehensive case management plans for clients, resulting in improved outcomes and client satisfaction.
- Served as an advocate for clients within the community, working closely with external partners to facilitate access to resources and supports.
- Improved client satisfaction by efficiently addressing and resolving support issues.
- Enhanced team efficiency through facilitating regular meetings, sharing updates, and discussing strategies for improved service delivery.
- Maintained and verified accuracy of records and generated miscellaneous reports.
- Scheduled appointments and meetings for directors-member team.
- Implemented data-driven approaches to case management by tracking key performance indicators and using the information to drive improvements in client outcomes.
- Answered phone calls and responded to inquiries from clients, allied health professionals and other external contacts.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Completed weekly payroll for 20-40 employees.
- Completing and uploading NDIS reports, following up with funding, NDIS meetings and many other things like complaints etc.
Customer Service Officer
Auto & General
11.2024 - 01.2025
- Following up repairers & customers to confirm repairs and their journey
- Following up on invoices from repairers
- Developed effective listening skills while interacting with customers over the phone or via email.
- Answered phones in a friendly manner and assisted callers with a variety of questions.
- Utilized problem solving techniques to resolve customer disputes quickly and effectively.
- Adapted communication style based on the needs of each individual customer.
- Proactively identified opportunities for process improvements that increased efficiency and accuracy of customer service operations.
- Interacted with customers using active listening skills to confirm or clarify information and diffuse customer complaints.
- Worked closely with management teams to ensure compliance with company regulations and industry standards.
AO2 Customer Service Officer
Electoral Commission Queensland
10.2024 - 11.2024
- Provide excellent customer service while taking votes in the call centre
- Demonstrate high level of customer service skills including active listening, attention to detail
- Act as a witness to team member, ensuring the colleagues are following the correct procedures
Rostering Support Officer & Administrative Officer
Sequal
11.2022 - 03.2024
- Managing Staff Files
- Managing Fleet Vehicles
- Preparing fortnightly rosters for 60 clients including sics and community access
- Answering phones & Managing emails
- Microsoft Office 365
- Performed system maintenance tasks such as patching, upgrading, and reconfiguring applications and hardware components.
- Created detailed reports on service requests, customer feedback, and other relevant data points.
Administrative Officer
Surgical Engineering
07.2022 - 10.2022
- Answering phones & Managing Emails
- Preparing Payroll & Requesting Finances from NDIA
Administration Assistant / Practice Manager
Lifespan Therapies
05.2021 - 06.2022
- Answering phone & Managing Emails
- Writing policies & procedures
- Microsoft Office 365
- Preparing Payroll
- Managing Staff Calendars
- Booking Appointments
- Processing Private Payments, Private Health insurance & NDIS Payments
- Creating a HR Platform
- Recruitment from Start to Finish
- Managing Leave request
- After hours phone management
Administrative Assistant
MAKA & Co.
12.2020 - 12.2021
- Managing emails
- Processing Payments & Reconciling payments
- Booking Clients appointments
House Manager & Support Worker
Ogle the books
03.2018 - 11.2020
- Client Management of house with clients with disability
Teacher Aide
Education Queensland
01.2015 - 06.2019
- Living Faith Lutheran Primary (Grade 1-4)
- Pine Rivers State High School (Grade 8&9)
- Deception Bay North Primary (Grade 4-6)
- Tully State High School (7-12)
- Contributed over years as a teacher aide, assisting in both high school and primary school settings
- Supported classroom activities by providing individualized attention to students, enhancing their learning experience and academic performance
- Collaborated with teachers to develop engaging educational materials and lesson plans that cater to the diverse needs of students
- Facilitated small group tutoring sessions in subjects such as mathematics, science, and English, helping to improve students' understanding and confidence in these areas
Education
Diploma - Leadership
Alphacrucis College
01.2020
Diploma - Ministry
Alphacrucis College
01.2019
Certificate III - Educational Support
Tafe Queensland
01.2015
Skills
- Customer support
- Program management
- Data entry
- Complaint handling
- Customer focus
- Documentation and reporting
- Payment processing
- Call center experience
- Service recommendations
- CRM software
- Records maintenance
- Order management
- Employee development
- Conflict resolution
- Time management
- Customer relationship management (CRM)
- Customer service
- Problem resolution
- Customer relations
- Problem-solving
- Quality assurance monitoring
- Decision-making
- Order fulfillment
- Team collaboration
- Active listening
- Administrative support
- Office management
- Documentation and control
- Payroll and budgeting
- File maintenance
- Calendar management
- Reporting skills
- Schedule management
- Account reconciliation
- Document preparation
- Workflow planning
- Relationship building
- Office administration
Timeline
Administration Officer
Jakaranda Australia
01.2025 - 07.2025
Customer Service Officer
Auto & General
11.2024 - 01.2025
AO2 Customer Service Officer
Electoral Commission Queensland
10.2024 - 11.2024
Rostering Support Officer & Administrative Officer
Sequal
11.2022 - 03.2024
Administrative Officer
Surgical Engineering
07.2022 - 10.2022
Administration Assistant / Practice Manager
Lifespan Therapies
05.2021 - 06.2022
Administrative Assistant
MAKA & Co.
12.2020 - 12.2021
House Manager & Support Worker
Ogle the books
03.2018 - 11.2020
Teacher Aide
Education Queensland
01.2015 - 06.2019
Diploma - Ministry
Alphacrucis College
Certificate III - Educational Support
Tafe Queensland
Diploma - Leadership
Alphacrucis College
Similar Profiles
Patience KhumaloPatience Khumalo
Caregiver at Netcare Jakaranda HospitalCaregiver at Netcare Jakaranda Hospital
Birlie BirhanuBirlie Birhanu
General Cleaner at Jakaranda HotelGeneral Cleaner at Jakaranda Hotel
ASHOK KUMARASHOK KUMAR
Technical Delivery manager at Gurgaon – Golf Australia/BMW Australia/NHP/Nissan Australia/BHP FoundationsTechnical Delivery manager at Gurgaon – Golf Australia/BMW Australia/NHP/Nissan Australia/BHP Foundations
Tina MbabazaTina Mbabaza
Administration Officer at Ithalomso Waste ManagementAdministration Officer at Ithalomso Waste Management
NOKUPHIWA MBATHANOKUPHIWA MBATHA
Administration Officer at Al Baraka BankAdministration Officer at Al Baraka Bank