MARLON PERERA
Clyde North
Summary
As an organized and dedicated employee, I possess exceptional attention to detail and fluent language skills. My strong time management abilities allow me to effectively prioritize tasks and meet deadlines. With a versatile and reliable nature, I bring well-developed organizational skills in system management, care coordination, and customer service. Throughout my career, I have demonstrated the capability to multitask and thrive under pressure. I take responsibility for my work and consistently deliver high-quality results. As a hardworking, enthusiastic, and self-motivated individual, I find fulfillment in both team collaborations and individual contributions. In summary, I offer a combination of organizational prowess, versatile skills, and a commitment to excellence. I am eager to bring my expertise to contribute to the success of your organization.
Overview
18
18
years of professional experience
Work History
Systems Manager
Luxe Care Pty Ltd
01.2021 - 01.2025
- Created and maintained policy documentation on troubleshooting systems, detailing best practices and inherent goals
- Recommended systems improvements to technical staff, prioritizing maximum return on investment (ROI)
- Led company-wide system installation, overseeing upgrades to provide minimal interruptions to business continuity
- Administered system controls, databases and networks
- Managed systems infrastructure, overseeing logistical movement to maintain smooth operations and prevent equipment and skill deficits
- Designed company-wide backup and data retention policies, monitoring ongoing efforts to prevent data loss
- Oversaw internal reporting protocols for system malfunction incidents, designing pre-rendered incident report formats to streamline response measures
- Drafted change management policies to streamline introductions of new software and systems
- Kept computer systems operating at optimal performance levels
- Responded to incidents quickly, troubleshot problems and corrected faults
- Wrote and updated technical documentation covering system components
- Provided remote troubleshooting and support for users
- Communicated with third party providers and business channel partners to maintain strong commercial alliances
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation
- Oversaw development and implementation of improvements to support and network operations
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs
Care Coordinator
Morcare Services
01.2018 - 01.2019
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients
- Interpreted regulations to identify patient care requirement criteria to be monitored and establish systems to achieve compliance
- Arranged transportation and documented details of discharge transition plans
- Worked with providers to define quality metrics and outcome reporting process
- Completed weekly scheduling and monthly department reports for case managers
- Used company software and databases to maintain records of services performed and patient conditions
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Completed resident assessments in accordance with current regulations and guidelines
- Supported patient care excellence via planning and interpretation of programs
- Built strong relationships with clients to deliver emotional support
Rostering Manager
Focus Individualised Support Services
01.2016 - 01.2018
- Managed multiple Residential House rosters and created support worker rosters using EMP live
- Effectively communicated with support workers through email, text messages, and phone calls to offer work opportunities
- Demonstrated a good understanding of residential clients and their requirements across multiple residential facilities spread throughout the Red Hill to Mornington areas, including Behaviour of Concern Resi Houses
- Collaborated with Area/Residential Managers to ensure rosters were adequately filled, avoiding any vacancies for at least two weeks in advance
- Processed and approved annual/sick leave requests for support workers
- Tracked login and log out times using the EMPLIVE App to ensure accurate hours claimed by workers and correct payment
- Generated reports for the Finance team, including worker hours for each fortnight and annual leave balances
- Assisted payroll in synchronizing payroll data and exporting to the HR3 system
- Scheduled regular meetings with Management and CEO to analyze reports on worker performance, roster gaps, pay changes, system issues, additional staff requirements, and other related matters
- Trained administrative and management teams during the integration of the new system (EMPLive) and became the go-to person for any system-related questions
- Monitored NDIS funding allocations and ensured that added shifts did not exceed the allocated budget
- Actively participated in the new support worker recruitment process
- Developed and maintained courteous and effective working relationships
Senior Rostering /Care Coordinator
Care Choice
01.2014 - 01.2015
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Managed the delivery of disability and child protection services, aligning them with client care requirements and preferences
- Prioritized and handled a high volume of inbound and outbound calls, ensuring prompt and efficient communication with support staff and clients
- Acted as the primary point of contact for support staff and clients, establishing rapport and effectively rostering the Carechoice casual workforce
- Served as the point of escalation for immediate crisis situations, collaborating with clients, emergency services, child protection agencies, and support workers to achieve optimal outcomes
- Allocated shifts to client profiles and managed funds and purchase orders received from various Disability Sectors, including NDIS, DHHS Yooralla, Alfred Health, TAC, Jewish care, and Councils (Stonington, Casey, Port Phillips), among others
- Assisted in training and mentoring new staff members, providing guidance and support during their onboarding process
- Maintained regular communication with clients and funders through email, ensuring effective information exchange and addressing any concerns or inquiries
- Supervised the floor in the absence of the management team, overseeing operations and ensuring smooth service delivery
- Participated in face-to-face client meetings, actively engaging with clients and providing necessary support and assistance
- Monitored staff (support workers) shift times, ensuring punctuality and adherence to client care plans
- Verified accurate hours and mileage claims to prevent overclaiming
Care Coordinator
Geneva Health Care
01.2012 - 01.2014
- Organized care services for clients, including those funded by the Ministry of Health, District Health Board, and ACC
- Managed budgets for care workers, including payroll, pay rates, and travel allowances
- Discussed and arranged home or personal care services based on client needs and preferences
- Loaded referrals received from ACC, District Health Board, and Ministry of Health into the system
- Assigned appropriate support staff with specific skills within the client's area
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Updated policies and procedures, leading continuous improvement of resident assessments and care
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs
- Assisted clients with daily living needs to maintain self-esteem and general wellness
Customer Service Representative
Qantas Frequent Flyer Service Centre
01.2009 - 01.2012
- Inbound call support
- Investigating / Crediting and resolving enquiries about missing miles (Points)
- Accessing and locating flights details through airline record locator (AMADEUS, IMSP)
- Keeping member profiles up to date
- Assist escalations such as fraudulent transactions, Airline bookings, Flight cancellations, Expired points etc
- Lounge access /Payment enquiries
- Processing credit card payments
- Making sure to meet daily KPI, Quality and AHT targets
- Resolving service requested (Emails) and sending appropriate responses via email or contacting members
- Providing support to new staff members
- Handling Fulfilment enquiries (e.g
- Ordering Qantas club, Qantas cash/frequent flyer cards)
- Qantas Cash Enquiries (ATM transactions, Points earn) And working with Master card global support to provide resolutions
- Due to my performances and being one of the few remaining members from induction one (Meeting Quality and KPI targets on a regular basis) I was up skilled to following departments
- Qantas Aquire -Providing support to Large Businesses in terms of points, processing payments, Discount fare enquiries etc
- Qantas Golf- Joining members via phone or online
- Processing payments, handling golf handicap and points enquiries
Customer Service Representative
Inland Revenue (IRD)
Auckland
02.2007 - 07.2008
- Answered daily calls to address various tax queries, including personal tax summaries, setting up debt arrangements and editing bank accounts.
- Developed strong patience in handling irate customers.
- Resolved customer complaints promptly and efficiently.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries via phone, email, and chat.
- Supported sales team members to drive growth and development.
Education
MBA - Physics
University of Auckland
Auckland, New Zealand01-2015
NZQA Qualification - NCEA Level 1,2 & 3
Skills
- Hardware Management
- Management and leadership
- Microsoft Office 365
- Data retention
- Web applications
- Hardware Purchasing
- System Troubleshooting
- NDIS
- TAC
- Age Care
- Child protection, working with children's check
- CareLink Deputy
- Sandwai
- Local Guardian NDIS Portal
- Organizational Systems
- Technical documentation
- Technology Assessment
- Maintenance Organization and Development
- Administration protocols
- Infrastructure maintenance
- Computer system rebuilding
- IT service management
- Cost Analysis
- Remote support
- Regulatory standards
- Computer hardware knowledge
- Functionality Testing
- Office organization
- Project Life Cycle Management
- Troubleshooting skills
References
Available upon request.
Timeline
Systems Manager
Luxe Care Pty Ltd
01.2021 - 01.2025
Care Coordinator
Morcare Services
01.2018 - 01.2019
Rostering Manager
Focus Individualised Support Services
01.2016 - 01.2018
Senior Rostering /Care Coordinator
Care Choice
01.2014 - 01.2015
Care Coordinator
Geneva Health Care
01.2012 - 01.2014
Customer Service Representative
Qantas Frequent Flyer Service Centre
01.2009 - 01.2012
Customer Service Representative
Inland Revenue (IRD)
02.2007 - 07.2008
MBA - Physics
University of Auckland
NZQA Qualification - NCEA Level 1,2 & 3
Similar Profiles
Leanne KedgleyLeanne Kedgley
Personal Care Assistant at Luxe Care Pty LtdPersonal Care Assistant at Luxe Care Pty Ltd
Ben AddabboBen Addabbo
Professional Landscaper at Luxe Landscapes Design & Construction Pty LtdProfessional Landscaper at Luxe Landscapes Design & Construction Pty Ltd
Belinda BorgBelinda Borg
Customer Service Administrator at Luxe Haven Homes Pty LtdCustomer Service Administrator at Luxe Haven Homes Pty Ltd
Ben MontgomeryBen Montgomery
Food Service Worker at Kentucky Fried ChickenFood Service Worker at Kentucky Fried Chicken
Georgina kellyGeorgina kelly
Babysitter at Family MembersBabysitter at Family Members