Marina Pinto
People-Focused Professional: Psychology & Wellbeing
Eaglemont
Summary
I am a driven and empathetic professional with a strong foundation in both personal and professional mental health experience. With over two years of dedicated work in the mental health sector, I have specialised in case management for aged care clients and support coordination for individuals living with disabilities under the National Disability Insurance Scheme (NDIS). My client-centred approach and commitment to fostering genuine connections have enabled me to consistently enhance the quality of care and support for those I serve, leading to a promotion to Case Manager for Aged Care Home Care Packages.
Moreover, my interpersonal skills are a cornerstone of my practice. I excel at building trust, understanding diverse perspectives, and communicating effectively with clients, families, and multidisciplinary teams. With over three years of experience in sales and customer service, I have honed my ability to listen deeply, respond with compassion, and create positive, collaborative relationships.
Academically, I hold a double bachelor’s degree in Psychological Science and Criminology, and have completed a postgraduate diploma in psychology, equivalent to honours. I achieved distinction for my research, which explored how the quality of friendships can influence the link between empathy and prosocial behaviour, and I was awarded a high distinction for my final thesis subject, including the results and discussion.
Finally, I am passionate about making a meaningful impact in the lives of others, continually striving to empower and uplift those around me through empathy, insight, and authentic connection.
Overview
9
9
years of professional experience
6085
6085
years of post-secondary education
3
3
Languages
Work History
Case Manager (Disability and Aged Care)
Omni-Care
04.2022 - 05.2024
- Promoted from Care Coordinator (mental health & disability) to Case Manager (aged care) early 2024 due to outstanding performance due to outstanding performance.
- Managed high and complex caseloads (up to 45 clients), including chronically ill, elderly, children, and clients with severe disabilities or rehabilitation needs.
- Assigned increased caseloads to restore relationships with funding bodies; coordinated urgent hospital-to-home transitions and referrals within 24 hours.
- Matched clients with skilled support workers (e.g., hoist-trained, specialised care), ensuring individual needs were met and compliance with best practice.
- Implemented direct reporting structures for the support team, maintaining high oversight, accountability, and rapid issue resolution.
- Developed, reviewed, and optimised care plans in collaboration with multidisciplinary teams, ensuring alignment with legislation and client goals.
- Conducted regular home visits and occupational health & safety assessments to identify and mitigate risks for clients and staff.
- Led incident and complaint management, performing investigations and corrective actions to ensure quality and safety.
- Facilitated onboarding and engagement of new clients, leveraging sales skills to boost sign-ons and company revenue.
- Arranged allied health and external provider services (e.g., occupational therapists) for holistic, client-centered care.
- Built strong rapport with clients, families, and support workers, enhancing trust, communication, and client outcomes.
- Recognised for reliability and teamwork, often managing additional caseloads and maintaining high standards.
National Disability Insurance Scheme Support Coordinator/Psychosocial Recovery Coaching
INSIGHT Specialist Mental Health & Dual Disability Pty Ltd
07.2021 - 04.2022
- Promoted to Support Coordinator within one month due to outstanding performance as a Mental Health Support Worker.
- Managed a complex caseload of 32 NDIS participants, including individuals with psychosocial disability, dual diagnosis, and a broad range of mental health conditions (ASD, depression, anxiety, BPD, NPD, schizoaffective disorder, substance use, and more).
- Delivered person-centered, strengths-based support coordination and psychosocial recovery coaching, empowering participants to build capacity, exercise choice and control, and achieve NDIS goals.
- Developed and implemented individualised support plans in collaboration with participants, families, and multidisciplinary teams, ensuring alignment with NDIS Practice Standards.
- Coordinated and linked participants to mainstream, community, and funded supports, including allied health services, housing, employment, and social inclusion opportunities.
- Conducted comprehensive risk assessments and implemented robust risk management strategies to safeguard participant wellbeing.
- Provided advocacy and support at court hearings, medical appointments, and service meetings to ensure participant voice and rights were upheld.
- Maintained meticulous, compliant case notes, progress reports, and budget tracking in line with NDIS quality and safeguarding requirements.
- Fostered strong relationships with participants, families, providers, and community stakeholders to facilitate seamless service delivery and ongoing referrals.
- Monitored participant progress, reviewed outcomes, and adapted supports to maximise independence, inclusion, and quality of life.
- Promoted a culture of inclusion, respect, and diversity, ensuring equitable access to supports for all participants.
Sales Assistant
Cose Ipanema
04.2018 - 08.2021
- Provided excellent customer service in a high-end clothing retail setting, enhancing the shopping experience and driving sales.
- Conducted sales, restocking, merchandising, store presentation, and inventory management tasks.
- Tagged clothing items, processed customer purchases, and maximised sales through personalised recommendations.
- Engaged customers with new stock through strategic merchandising techniques.
- Processed transactions accurately and efficiently, including high-value sales reaching up to $20,000 per customer.
- I conducted bi-annual stock-takes outside of regular working hours for operational efficiency.
- Ensured customer satisfaction by facilitating return or refund requests and maintaining clean and organised store environment.
- Maintained, clean, presentable and stunning product displays by conducting routine visual merchandising tasks and deep cleans.
- Went extra mile to locate merchandise for customers by researching and calling associated retail branches.
- Kept up-to-date on available inventory and new stock lines to efficiently answer customer questions regarding purchasing options.
Clothes Salesperson
COS
08.2019 - 02.2020
- At COS, my role as a part-time sales advisor is to endorse excellent customer service skills, run the fitting room, replenish stock and accessories.
- Furthermore, this role has required me to learn how to work in a fast-paced store, work efficiently at tills, whilst providing customers with great product knowledge, on style, fabrics, colours, sizing and fit.
- Located suitable products upon request based on customer requirements.
- Processed high-volume customer transactions quickly to minimise wait times.
- Processed customer purchases by operating POS terminals and issuing correct change for cash payments and receipts.
- Applied cross-selling skills in selling additional products to customers, increasing purchase amounts.
- Unpacked deliveries and prepared items for sale by hanging, tagging and steaming.
Outbound Tele sales Consultant
Oz Green Homes
12.2017 - 05.2018
- At Oz Green Homes, my role was to represent leading energy companies making outbound sales calls around Australia.
- Made a high volume of sales calls per day, exceeding company outbound call targets.
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Strived to meet and exceed call centre targets while maintaining excellent customer care.
- Followed customer service script for uniformity in handling customer issues.
Barista/Crew Member
Hudson's Coffee
05.2017 - 12.2017
- My duties included being at the front counter and helping customers with their orders.
- Prepared and served hot and cold beverages, including fresh coffee, espresso, and brewed teas.
- Cleaned equipment, disposed of waste and cashed-up registers for thorough store closing processes.
- Cleaned and sanitized work areas, utensils and equipment.
- Greeted and connected with every customer, recommending drinks and pastries.
- Checked temperatures of freezers, refrigerators and heating equipment to verify proper functioning.
- Adhered to recipe and presentation standards for specialty coffee drinks.
- Maintained highest standards of conduct and personalised customer service.
- Provided customers with product details such as coffee blends and preparation descriptions.
- Managed peak morning custom with accurate, efficient, level-headed service.
- Resolved customer disputes with tact and professionalism.
- Described menu items to customers and suggested products based on stated preferences.
- Paid attention to customer feedback regarding menu offerings and recommended changes, improvements and new menu items.
- Adhered to all food safety regulations and quality controls set by establishment and regulating agencies.
Crew Member
McDonald's
03.2015 - 05.2017
- This job required me to work in the kitchen preparing food and to work as a team.
- Duties included working at the front counter, helping customers through the ordering process, operating a cash register, and running the orders in the drive-thru.
- Kept restaurant clean by conducting regular deep cleans.
- Operated ovens, fryers and stoves safely.
- Delivered fast, accurate service for positive customer experience.
- Employed multitasking skills to switch fluidly between various activities and cope with high demand.
- Offered flexibility to work changing breakfast, lunch and dinner shifts.
- Completed cleaning and serving tasks to high-quality standards.
- Processed high volume of customer orders daily using Point Of Sale (POS) software.
- Maintained smart and tidy appearance by complying with corporate dress code.
Education
Post Graduate Diploma of Psychology Advanced - Honours Equivalent
Monash University
Clayton, Australia 04.2001 - 06.2024
Bachelor of Psychological Science - Clinical Psychology
La Trobe University
Bundoora, Australia11-2021
Bachelor of Criminology - Criminology
La Trobe University
12-2021
Year 12 VCE Studies -
Our Lady of Mercy College
Heidelberg, Australia11-2016
Skills
- Exceptional interpersonal skills
- Communication
- Empathetic & Emotional awareness
- Relationship building
- Ability to thrive under pressure
- Behaviour analysis
- Strong Problem Solving
- Documentation and reporting
- Referral coordination
- Commitment to excellence
- Team collaboration
- Report writing
Additional Work Experience
- DelCerra Commercial & Financial Consulting Work Experience, Eaglemont, Victoria, 2020
- Vet Allied Health Work Experience, East Melbourne, Victoria, 2014
- Assistant selling and stock control, Assin Clothing Store, Melbourne, Victoria, 2014, 2016
- Wholesale Art Framer's Customer Service, La Grolla Wholesale, Abbotsford, Victoria, 2014
Timeline
Case Manager (Disability and Aged Care)
Omni-Care
04.2022 - 05.2024
National Disability Insurance Scheme Support Coordinator/Psychosocial Recovery Coaching
INSIGHT Specialist Mental Health & Dual Disability Pty Ltd
07.2021 - 04.2022
Clothes Salesperson
COS
08.2019 - 02.2020
Sales Assistant
Cose Ipanema
04.2018 - 08.2021
Outbound Tele sales Consultant
Oz Green Homes
12.2017 - 05.2018
Barista/Crew Member
Hudson's Coffee
05.2017 - 12.2017
Crew Member
McDonald's
03.2015 - 05.2017
Post Graduate Diploma of Psychology Advanced - Honours Equivalent
Monash University
04.2001 - 06.2024
Bachelor of Psychological Science - Clinical Psychology
La Trobe University
Bachelor of Criminology - Criminology
La Trobe University
Year 12 VCE Studies -
Our Lady of Mercy College
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