MELISSA VAN LINGEN
Zuccoli,NT
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
31
31
years of professional experience
Work History
Assistant Director
NDIS
01.2023 - Current
- Managing a team working in various settings across the Children and Young People Team, leading internal and external consultation, staff awareness and representation of the NDIS in networking and cross-agency forums, collaborating with key stakeholders, implementing team strategies and aligning outcomes with the Agency’s and the branch’s broader strategic directions and performance targets, providing expertise and leading the implementation of Service, managing team performance and outputs to ensure Agency commitments and targets are met, identifying and leading business improvement initiatives that will enhance the quality and performance of outcomes for the branch, while also implementing effective change management strategies and resolving escalated issues and complaints in relation to participant plans
National Delivery Assistant Director
NDIS
01.2019 - 01.2020
- Managing three areas in the NT, Katherine, Nhulunbuy and Darwin office, Managing DRC participants ensuring our 13 participants had correct funding, WLM process and fostering the relationship with partners in this workflow, ATHM workflow to meet the ministers action plan of the 10 day KPI, meeting transitional targets of the close out records, CRM inbox workflow across the NT, SME for NCC project of open interactions, remote strategy during COVID-19, working towards our KPI targets with focus on First Plans, focusing on outcomes to support the Tune reviews recommendations
Service Delivery Team Leader
NDIS
01.2018 - 01.2019
- Managing all Darwin based APS4 and APS5 planners, management of the Service Delivery Mailbox, AT Mailbox, CRM Allocations and Quote assessment, using the Perfect Week scheduling and communicating with my team daily (121’s and daily skype chat room) around progress towards allocated work
- L manage my staff’s workload by allocating out plan builds, interpreting panda data to ensure we complete reviews before the schedule date, looking for overdue plans, assessing where the access met participants are, looking at the streaming of the participants and analysing plan data
Customer Service Adviser
CENTRELINK
01.2006 - 01.2018
- Duties include: Processing customers forms/enquiries, customer service, adhere to business protocols, proficient in computer technology/skill, enjoy working within a team unit
Office Assistant
GOLDSMITH JEWELLER
01.2003 - 01.2006
- Duties include: Controlling stock items, answering phones, customer service, stock-take, ticketing stock, banking, and proficient in computer technology/skill, adhere to business protocols and enjoy working with a team unit
- I have been working causally in the jewellers store from 2006 up until 2009
- These duties include: customer service, money handling, and computer technology, working in a team unit and meeting sales targets
Customer Service Representative
TELSTRA MOBILENET
01.2001 - 01.2003
- Duties include: Managed all aspects of mobile phone matters, customer service, adhere to business protocols, meet sales targets, proficient in computer technology/skill, enjoy working within a team unit and answering telephones
Telephone Business Consultant
NRMA
01.2000 - 01.2001
- Duties include: Managed all aspects of insurance matters for NRMA, customer service, adhere to business protocols, meet performance and sales targets, proficient in computer technology/skill, enjoy working within a team unit, answering telephones and achievement in Certificate 2 in Tele-Communications
Checkout Operator, Service Manager and Point of Sale
COLES SUPERMARKET
01.1994 - 01.1999
- Duties include: Customer service, overseeing up to 10 staff, money management, liaising on a personal level to customers and staff and confident in register use
Education
V.C.E - Year Seven to Year 12
PRESENTATION REGIONAL COLLEGE
Moe, Victoria01.1997
Skills
- Team Management: Leading and managing teams to achieve strategic goals
- Stakeholder Collaboration: Building and maintaining relationships with key stakeholders
- Strategic Planning: Developing and implementing strategies to meet organizational objectives
- Performance Management: Monitoring and enhancing team performance to meet targets
- Change Management: Implementing effective change management strategies
- Customer Service: Providing exceptional customer service and resolving issues
- Data Analysis: Analyzing data to inform decision-making and improve processes
- Project Management: Managing projects to ensure timely and successful completion
- Communication: Excellent verbal and written communication skills
- Technical Proficiency: Proficient in various computer technologies and software
References
- Fran Satchell, Director, NDIS, NSW, 0475836532
- Delight Smallridge, Director, NDIS, Darwin, 0408 820 955
Awards
- Certificate 3 in Business
- Certificate 2 in Tele – Communications
- Introduction to Excel
- Immediate Excel
- Certificate for completing V.C.E
- Completed the Operation Leadership Program with Centrelink
Timeline
Assistant Director
NDIS
01.2023 - Current
National Delivery Assistant Director
NDIS
01.2019 - 01.2020
Service Delivery Team Leader
NDIS
01.2018 - 01.2019
Customer Service Adviser
CENTRELINK
01.2006 - 01.2018
Office Assistant
GOLDSMITH JEWELLER
01.2003 - 01.2006
Customer Service Representative
TELSTRA MOBILENET
01.2001 - 01.2003
Telephone Business Consultant
NRMA
01.2000 - 01.2001
Checkout Operator, Service Manager and Point of Sale
COLES SUPERMARKET
01.1994 - 01.1999
V.C.E - Year Seven to Year 12
PRESENTATION REGIONAL COLLEGE
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