Melissa Bell
Scarsdale
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
24
24
years of professional experience
Work History
Service Excellence Lead - Local and Funding
Ability Action Australia
04.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Weekly review of Service bookings and Payment rejections to ensure we are reducing the amount of invoice rejections each week.
- Ensuring that my team work within the NDIA guidelines regarding funding updates and allocations.
Local Concierge Officer
Ability Action Australia
04.2022 - 04.2023
- Referral intake for the NSW Hunter New England, Central Coast, Tamworth and Port Macquarie regions.
- Excellent written and verbal communication with Participants, Plan Nominees and Support Coordinators.
- Ensured the regions I worked in created and continued with a high standard of work to reduce errors. Bringing us to a zero error rate.
- Liaised with internal and external stakeholders to ensure participants received services as soon as possible.
- Advocated to take participants that would normally have been directed to other service providers
- Applied and updated funding on participants case files.
- Delivered exceptional customer service, creating a welcoming environment for participants.
- Handled participants complaints and feedback to enhance service quality.
- Developed strong relationships with Support Coordinators and participants.
- Implemented a proactive approach to anticipating regions needs, resulting in increased referral uptake.
- Accessed PRODA on a daily basis to ensure funds were secured correctly
Funding Support Officer
Ability Action Australia
01.2022 - 04.2022
- Collaborated with team members to ensure seamless communication.
- Updated participant case files with approved funding,
- Ensured all funding requests met the NDIS guidelines.
- Communicated with stakeholders to ensure minimal disruption to participant services.
- Accessed PRODA on a daily basis.
Remote Customer Service and Administration
Kari Pontieri
09.2020 - 01.2022
- Customer Support - Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Monitoring and maintaining spreadsheets
- Basic Financial and Transactional maintenance
Customer Service Operator
Coles Supermarket
02.2001 - 11.2007
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
- Helped customers complete purchases, locate items and join reward programs.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Operated POS terminals and cash drawer balancing.
- Answered questions about store policies and addressed customer concerns.
- Assisted customers by answering questions and fulfilling requests.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Maintained presentable customer areas with diligent cleaning and proactive recovery management.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Collaborated with sales floor maintenance personnel to quickly address health and sanitation issues.
Education
Certificate III - Cert III in Aged Care/ Cert III in HACC
Federation University Australia
Ballarat, VICSkills
- Customer Service Excellence
- Consistent Delivery of Quality Customer Support
- Effective Communication Skills
- Data-Driven Decision-Making
- Challenge Resolution
- Customer Insights
- Logical Reasoning Skills
- Engaged Listening Skills
- Effective Leadership
- Meticulous Attention
- Reliable and Accountable
- Proficient in Multitasking
Timeline
Service Excellence Lead - Local and Funding
Ability Action Australia
04.2023 - Current
Local Concierge Officer
Ability Action Australia
04.2022 - 04.2023
Funding Support Officer
Ability Action Australia
01.2022 - 04.2022
Remote Customer Service and Administration
Kari Pontieri
09.2020 - 01.2022
Customer Service Operator
Coles Supermarket
02.2001 - 11.2007
Certificate III - Cert III in Aged Care/ Cert III in HACC
Federation University Australia
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