Monique Lowcock
Reservoir
Summary
Client success expert with broad experience in driving customer satisfaction and retention within the disability sector. Proven track record of fostering strong client relationships, resolving issues quickly, and ensuring client needs are met. Strong focus on team collaboration and delivering results through adaptability and strategic thinking. Skilled in client communication, problem-solving, and project management. Several years of managing multiple team members across different states.
Overview
8
8
years of professional experience
Work History
Client Success Manager
Scope Australia
05.2021 - Current
- Manage a team of 7 Client Success Officers across Victoria and NSW who support Retention activities for over 1000 clients across multiple service lines.
- Collaborate with internal teams and external stakeholders to monitor funding utilisation, optimise service delivery, and maintain the organisation's financial viability within the NDIS framework.
- Engage directly with the NDIA to gather accurate funding data and insights, using this information to guide project design, strategic planning, and the development of effective funding models.
- Designed and implemented a billing recovery project, leading a team to identify and process over $5M in previously unbilled services, significantly improving organisational revenue.
- Monitored client performance metrics to identify areas for improvement and ensure service excellence.
- Resolved complex client inquiries by providing comprehensive issue resolution support and timely communication.
- Daily support and ongoing professional development of direct reports. Supported all team members through significant period of change & restructure.
Local Area Coordinator
Brotherhood of St Laurence
05.2018 - 05.2021
- Supported participants to understand how the NDIS works, apply for a plan, and create and implement your plan.
- Supported clients to connect to supports with service providers, community groups, and mainstream services like education, health, and transport.
- Worked with clients to find and engage in non funded community supports.
- Acted as a point of contact for questions about your plan and assists with reviews and any changes needed.
Education
Advanced Diploma in Community Sector Management -
Selmar Institute of Education
Melbourne, VIC04-2025
Bachelor of Global Studies -
Australian Catholic University
Melbourne, VIC11-2017
Bachelor of Public Health -
Australian Catholic University
Melbourne, VIC11-2017
Skills
- Client engagement
- In depth understanding of the NDIS framework
- Staff mentoring & leadership
- Problem-solving
- Customer retention
- Data analytics
- Stakeholder relationships
- Customer service and support
- Staff management
- Growth strategies
- Revenue generation
Timeline
Client Success Manager
Scope Australia
05.2021 - Current
Local Area Coordinator
Brotherhood of St Laurence
05.2018 - 05.2021
Advanced Diploma in Community Sector Management -
Selmar Institute of Education
Bachelor of Global Studies -
Australian Catholic University
Bachelor of Public Health -
Australian Catholic University