Melissa Rowan

1. Stakeholder Relationship Management

· Cultivate and manage relationships with service users, industry referrers, community partners, and pertinent organisations to drive the promotion and sales of assistive technology.

2. Brand Ambassadorship

· Act as a passionate brand ambassador, identifying avenues to educate individuals and organisations about our services.

· Represent the company at trade shows, exhibitions, and industry events.

· Travel to various regional areas as brand ambassador.

· Generate presentation opportunities and initiate contact with relevant businesses to explore potential collaborations.

3. Salesforce Record Keeping

· Maintain meticulous and accurate records within Salesforce, documenting commercial activities and customer interactions comprehensively.

4. Community Engagement

· Identify and optimise diverse channels for effective distribution of marketing materials.

· Actively seek and engage with relevant stakeholders and organisations to bolster community presence.

5. Partnership Development

· Utilise professional networks to identify and foster partnerships within disability sports, recreation, and leisure activities.

· Enhance community participation and individual autonomy through collaboration opportunities and event attendance.

6. Referrer Relationship Support

· Serve as the organisation's representative, proactively aiding referrers in understanding our product and service offerings.

7. Management Reporting

· Compile and present detailed reports to management, highlighting completed activities, ongoing progress, and forthcoming plans.

8. Inclusive Community Sports Events

· Organise and execute Freedom Solutions-led activities to showcase our services in related sports.

· Represent the organisation at externally-run events, highlighting our range and establishing referrer networks.

• Execute a supporter experience strategy that nurtures high value participants, fundraisers and donors to maximise their fundraising and donations.
• Serving as the first point of contact for STEPtember supporters and providing them with a seamless and positive experience via our Customer Communications platform (Intercom) and over the phone.
• Providing administration support to all STEPtember participants via our Fundraising Website Platform (Funraisin).
• Working collaboratively and maintaining positive working relationships with the STEPtember Customer Support Team.
• Providing full support and assistance to the Customer Service Team Leaders and the Supporter Care and Experience Manager as required.

• Provide high quality first contact customer service for clients, families and referrers using multiple channels such as face-to-face, phone and email

• Triage and redirect client feedback and enquires to maintain high levels of customer satisfaction

• Assess client complaints to determine required actions; resolve and/or escalate to support the retention of clients and to maintain customer satisfaction

• Establish and build relationships with clients and families to ensure scheduling needs are met

• Maintain up to date client records and documentation to ensure accuracy and integrity and to facilitate effective information sharing

• Assist clients to build capacity to implement their plans; navigate the NDIS participant portal; negotiate service agreements to maximise the use of their funding

• Collaborate with internal stakeholders and clinical staff to inform the design and promotion of new service offerings to support the acquisition of clients Achievements:

• Attract and retain clients to support the growth and sustainability of the business

• Establish collaborative long-term relationships with clients, families and internal and external stakeholders

• Case managed Level 1 – 4 Home Care Packages
• Promote service offering to support the acquisition of clients
• Liaise and collaborate with internal and external stakeholders to ensure a high quality of care if delivered to clients
• Supervise and mentored a large team of support workers
• Provide ongoing support and performance management of the team of support workers • Recruited, inducted and reviewed performance of new support workers
• Manage client budgets and writing and implementing community and clinical care plans
• Organise community expos and assisted with marketing strategies
• Work closely with clients’ families to enable person centred care while maintaining organisational values
• Assess and triage client complaints to determine action required; resolve/escalate to support the retention of clients and to maximise customer satisfaction