Monique Kendall
Summary
Customer Manager offering 8-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
11
11
years of professional experience
Work History
Client Care Manager
GOC Care
04.2023 - Current
- Managed 35 high care HCP clients & 100 CHSP clients with a strong focus on person-centered care.
- Provided case management services including referrals, needs-based assessment, care plan development, monitoring, and review.
- Liaised with other service providers and health professionals, such as ACAT, RAS, and My Aged Care.
- Developed and operated within program budgets in consultation with relevant stakeholders.
- Participated in community education and promotion activities.
- Ensured compliance with organizational policies, procedures, and workplace health & safety legislation.
- Supported and trained Care Workers, ensuring they worked within their position descriptions.
- Assisted managers in facilitating meetings, supervision, and training of Care Workers.
- Handled complaints, provided appropriate solutions, and achieved resolution within specified timeframes.
- Maintained client files, records of interactions, and complied with record-keeping requirements.
RAS Assessor
Ballycara
08.2021 - 04.2023
- Undertook holistic assessment services with a wellness and re-enablement approach to support clients' independence in the community.
- Managed assessment activities within scheduled timeframes, ensuring compliance with operational requirements.
- Maintained and developed comprehensive knowledge of funded and non-funded regional service providers and support agencies.
- Utilized My Aged Care website, other relevant websites, and search engines to match clients with appropriate service providers.
- Promoted Regional Assessment Services through profile building opportunities, interagency meetings, and relevant events.
- Developed professional relationships with referring agencies to improve communication and increase business.
- Coordinated referrals for services based on individual client needs and preferences.
- Demonstrated sensitivity to cultural and linguistic needs of clients and families.
- Provided comprehensive case management services, including creating support plans and connecting clients to resources.
- Developed and documented client care plans, monitoring progress towards goals.
Client Care Manager
Healthcare Australia
12.2021 - 04.2023
- Managed a caseload of 80 HCP clients, providing comprehensive case management services.
- Oversaw budgeting and financial management for HCP clients, ensuring optimal financial allocation
- Conducted interviews to select qualified Care Workers
- Sound knowledge of the effective use of digital technology and devices such as smartphones, tablets, laptops and desktops PC's
- Offered information, advice, and support to clients, prospective clients, and carers to enhance decision-making capabilities in consumer-directed care services.
- Assisted clients in identifying their personal goals and aspirations for their individual program, and determine the most effective way to support them based on available resources.
- Provided exceptional person-centered customer service to support clients and honor their choices.
- Planned, coordinated, and monitored the provision of basic to complex client support services, including case management and procurement activities, in consultation with clients and their advocates.
- Responsively addressed client requests for advise and support, ensuring timely response to complaints and requests.
- Collaborated with external service providers to negotiate their involvement in the client's program as needed.
- Assisted in the preparation, participation, and addressing of results for accreditation, service reviews and audits.
- Work in collaboration with the clients' support team, providing advice and influencing to ensure effective service delivery.
Workforce Coordinator Team Leader
Blue Care
01.2020 - 08.2022
- Led and maintained a strong team of 25 members, providing guidance and support.
- Conducted interviews and onboarded Workforce Coordinators to ensure a skilled and efficient team.
- Trained, coached, and mentored new and existing staff to enhance their performance.
- Coordinated with various stakeholders such as Care Workers, Upper Management, and Service Delivery Leads.
- Managed performance of team members, providing feedback and addressing any issues.
- Developed and updated rosters using Kronos to meet customer demand and comply with Enterprise Agreements.
- Scheduled customer visits within the set roster, ensuring timely delivery of care support services.
- Communicated regularly with customers and employees to ensure smooth service delivery.
- Managed tasks within the Client Management System (Procura CMS) and reallocated work as needed.
- Reviewed timekeeping records for accuracy and verified hours worked against stipulated timeframes.
- Handled and resolved enquiries in a high-pressure environment, escalating issues when necessary.
- Responded to customer feedback and inquiries promptly and effectively.
- Optimized schedules, forecasts and other tools to present to management.
- Performed ad hoc reporting and analysis to improve overall performance of call centre and enable strong understanding of business.
- Prepared and maintained reports, dashboards and monthly packages.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
Senior Resource & Workforce Planning Coordinator
Wesley Mission QLD
07.2018 - 01.2020
- Oversaw resource and workforce planning rosters to ensure efficient staffing.
- Managed staff leave, including sick leave coverage for office and road staff.
- Provided final approval for staff validations and pays, ensuring accuracy.
- Screened applicants, arranged interviews, and managed the hiring process.
- Handled invoicing, data entry, and managed high-volume inboxes.
- Utilized CRM for client management and addressed client complaints.
- Managed fleet resources, including scheduling vehicles and coordinating maintenance.
- Processed pays via MYOB (pay global) and monitored and reduced overtime.
- Performed general administrative duties and took client bookings.
- Updated information and procedures for compliance and prepared for audits.
- Provided information to clients, families, and potential clients.
- Organized ongoing staff training and ensured staff compliance.
- Opened and closed the office daily and attended and spoke in staff meetings.
- Collaborated with outside agencies for staffing needs and worked with COMCARE.
- Managed client case management for both Aged Care and NDIS in the absence of Care Leaders.
- Developed and implemented onboarding and orientation programs for new employees.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Advocated for staff members, helping to identify and resolve conflicts.
Senior Administration Officer
Bolton Clarke Home Care
06.2015 - 07.2018
- Managed all site rostering and ensured proper coverage for sick leave.
- Conducted staff validations, phone training, and inductions for new hires.
- Screened applicants, arranged interviews, and conducted interviews.
- Handled invoicing, data entry, and managed multiple high-volume inboxes.
- Addressed client complaints and managed the opening and distribution of mail.
- Managed fleet resources, including scheduling vehicles and coordinating maintenance.
- Processed pays via MYOB (pay global) and monitored overtime to ensure efficiency.
- Performed general administrative duties and took client bookings.
- Updated information and procedures for compliance and prepared for audits.
- Provided information to clients, families, and potential clients.
- Handled petty cash and organized ongoing staff training.
- Ensured staff compliance and managed the opening and closing of the office daily.
- Attended and spoke in staff meetings and entered client expenses.
- Handled everything related to podiatry, including archiving.
- Operated through COMCARE for smooth operations.
Executive Assistant to CEO & General Manager
Berg Engineering
04.2014 - 06.2015
- Handled incoming and outgoing phone calls, ensuring excellent customer service.
- Assisted with general administration tasks, including order entries and data entry.
- Provided support to the CEO and General Manager, helping with various tasks.
- Booked flights and accommodation for business travel.
- Managed all filing and maintained organized records.
- Attended meetings and recorded minutes to ensure accurate documentation.
- Responded to customer requests, inquiries, and issues promptly and effectively.
- Assisted with dispatch when needed, ensuring smooth operations.
- Raised TBQs/TBEs and processed them efficiently.
- Made, clocked through, and distributed job packs to the appropriate personnel.
- Updated and entered information in Salesforce for accurate data management.
- Closed out jobs and ensured all necessary documentation was completed.
- Managed time sheets and accurately clocked through employee hours.
- Created important documentation as needed.
- Attended to the front desk, providing a welcoming and helpful presence.
- Trained new employees for various positions, sharing your expertise.
- Created itineraries and organized schedules for smooth operations.
- Set up meeting rooms, ensuring they were ready for productive sessions.
- Scheduled transport for goods, coordinating logistics effectively.
- Managed rostering to ensure adequate coverage.
- Raised purchase orders for materials/parts for Brisbane and Gladstone offices.
- Crosschecked all incoming and outgoing orders for accuracy.
Receptionist
Dickinson Constructions
12.2012 - 04.2014
- Provided excellent customer service both over the phone and in person.
- Handled petty cash and maintained accurate records.
- Managed incoming and outgoing mail, ensuring timely delivery.
- Conducted data entry to maintain organized and up-to-date records.
- Handled bill payments both via the post office and bank.
- Managed rostering to ensure adequate staffing coverage.
- Scheduled and set up meetings, ensuring a smooth and productive process.
- Greeted clients and guests, creating a welcoming and professional environment.
- Assisted with basic administrative tasks to support smooth operations.
- Managed office supplies and stationary orders, ensuring availability.
- Handled faxing, photocopying, scanning, and binding of documents.
- Provided support to the accounting and payroll departments as needed.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
Education
Diploma of Community Services -
Aspire To Succeed
05.2024
NDIS Worker Orientation Module -
NDIS Quality And Safeguards Commission
11.2023
CHCAGE005 Provide Support to people living with Dementia -
Dementia Australia
09.2023
First Aid & CPR -
National CPRF Foundation
05.2023
Certificate III in Business Administration -
Orion Training
06.2016
High School Diploma -
Narangba Valley State High School
Narangba, QLD12.2012
Skills
- Case Management
- Client Retention
- Client Interviews
- Data Analysis
- Client Needs Assessments
- Written and Verbal Communication
- Service Planning
- Staff Oversight
- Budget Administration
- Interviewing Skills
- Community Outreach
- Critical Thinking
Personal Information
Age: 28
Timeline
Client Care Manager
GOC Care
04.2023 - Current
Client Care Manager
Healthcare Australia
12.2021 - 04.2023
RAS Assessor
Ballycara
08.2021 - 04.2023
Workforce Coordinator Team Leader
Blue Care
01.2020 - 08.2022
Senior Resource & Workforce Planning Coordinator
Wesley Mission QLD
07.2018 - 01.2020
Senior Administration Officer
Bolton Clarke Home Care
06.2015 - 07.2018
Executive Assistant to CEO & General Manager
Berg Engineering
04.2014 - 06.2015
Receptionist
Dickinson Constructions
12.2012 - 04.2014
Diploma of Community Services -
Aspire To Succeed
NDIS Worker Orientation Module -
NDIS Quality And Safeguards Commission
CHCAGE005 Provide Support to people living with Dementia -
Dementia Australia
First Aid & CPR -
National CPRF Foundation
Certificate III in Business Administration -
Orion Training
High School Diploma -
Narangba Valley State High School
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