Summary
Overview
Work History
Skills
Education Certification
References
Timeline
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Michael Soliman

Sydney,NSW

Summary

Dynamic Service Delivery Manager with a proven track record at Best Care Services, excelling in customer engagement and risk assessment. Demonstrated ability to lead teams to exceed NDIS standards and enhance participant satisfaction. Skilled in fostering strong relationships and adept in high-pressure environments, ensuring safety and compliance across roles. Resourceful Flight Attendant known for high productivity and efficient task completion. Possess specialized skills in safety protocol adherence, emergency response readiness, and personalized passenger service. Excel in communication, teamwork, and adaptability, ensuring smooth operations and positive travel experiences for all passengers.

Overview

13
13
years of professional experience

Work History

Service Delivery Manager/Disability Support Worker

Best Care Services
12.2023 - 01.2025
  • Develop, implement, and review individualized service plans for NDIS participants, ensuring consistency with their goals and outcomes
  • Lead, mentor, and supervise a team of support workers, coaches, and other staff to deliver high-quality services to participants
  • Ensure service delivery meets NDIS standards, guidelines, and legislation
  • Implement quality improvement initiatives to ensure participant satisfaction and outcomes
  • Foster positive relationships with participants, their families, and carers to ensure service delivery meets their needs and expectations
  • Identify, assess, and mitigate risks associated with service delivery
  • Coordinate incident responses and implement corrective actions
  • Ensure timely and accurate reporting to the NDIS Commission, funding bodies, and other stakeholders
  • Maintain compliance with relevant legislation, policies, and procedures

International Flight Attendant

Qantas
06.2017 - 04.2021
  • Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly
  • Reassured and comforted passengers during turbulent flights and unavoidable delays
  • Operated in compliance with all airline and federal aviation regulations to ensure complete compliance with safety and security procedures
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff
  • Maintained high standard of cleanliness and personal appearance to promote sense of professionalism and passenger confidence in crew
  • Ensured that prompt communications were distributed between the flight deck and the cabin crew
  • Followed safety, passenger and supply pre-flight checklists

Customer Service Host

Airport link Company
05.2012 - 05.2017
  • Providing excellent customer service and information on company products and destinations
  • Performing general administrative duties such as data entry onto an in-house computer system and drafting general correspondence
  • Dealing with enquiries and complaints in an efficient and professional manner in a high-volume environment
  • Management of Cash and reconciliation of finances on daily basis
  • Support administration function by reporting and escalating faults
  • Emergency evacuation training, OH&S training and administration for first aid
  • Dealing with emergency situations such as passenger death, escorting customer to safety liaising with police offices and paramedics and reporting to management

Skills

  • Excellent customer service and engagement
  • Strong problem-solving and negotiation skills
  • Friendly, outgoing, and professional demeanor
  • Calm and resolution-focused under pressure
  • Strong communication and interpersonal skills
  • Business Development and Client Relations
  • Adaptable to work duties and flexible hours
  • Strong work ethic and enthusiastic attitude
  • Team collaboration and supportive environment planning
  • Complaint and Conflict Resolution
  • Focus on Security and Safety Standards
  • Ability to perform in high-pressure, high-volume settings
  • Client Risk assessment and onboarding

Education Certification

  • Security Operations 1A 1C 1G, Secta Security Services
  • First Aid, RCG, RSA, CBD College
  • High School Diploma, Bossley Park High School, Sydney
  • Certificate I & II Hospitality Operations, Tafe NSW, Sydney
  • Current Working with Children Check

References

References available upon request.

Timeline

Service Delivery Manager/Disability Support Worker

Best Care Services
12.2023 - 01.2025

International Flight Attendant

Qantas
06.2017 - 04.2021

Customer Service Host

Airport link Company
05.2012 - 05.2017

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Michael Soliman