Narrene Robin
Summary
Highly competent, reliable and proactive healthcare professional with background in community service and in care settings gained from education and employment experience within the Aged Care sector. Highly adaptable, compassionate and knowledgeable in the field, with excellent interpersonal skills and problem-solving abilities. Possesses a natural ability to communicate and empathise with clients/participants, establishing empowering and supportive relationships. An energetic, resilient and dynamic team player committed to continuous professional learning and improvement, with an aim to utilise skills and training to contribute to the development of elderly health care.
Overview
25
25
years of professional experience
Work History
Account Manager-Continence Care
Kimberly-Clark
07.2022 - Current
- Continence Care for NDIS & Aged Care
- Territory manager Northern Rivers, Gold Coast, South Brisbane & Toowoomba
- Continence Care in-service training to health professionals
- Business development and account retention
- Identify and develop new business opportunities
- Increased sales year-on-year
- Local and state conferences/trade displays
- Maintaining CRM and marketing plans
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
CLIENT SERVICE MANAGER
Home Instead
12.2020 - 07.2022
- Build relationships with new referral providers and existing business partners whilst exploring new opportunities for client growth
- cold calling, one on one meetings & group presentations
- Presented in-services to hospitals, GPs, health professionals, allied heath services, and community groups
- Engaging and building relationships with all levels - Specialist, NUMs and Doctors in private hospitals and public hospitals
- Research and identify new resources for client referral pathways
- Research, schedule and attend community networking events including education sessions, senior expos and other events that promote our services to the public, NDIS & Aged Care Industries
- Set up educational opportunities for people to attend covering understanding My Aged Care maze, changes to the royal commission within the aged care sector
- Have an understanding of assessment process and the types of funding available (CHSP, HCP, DVA & Private) & NDIS
- Identified and influenced GP practices for me to run senior care consult program out of their practice to help support their senior patients.
- Collaborated with cross-functional teams for better service delivery and client experience.
DEVELOPMENT LEADER
Harvest Physio Co.
04.2020 - 11.2020
- Source, network and build relationships with GP's to set up referral pathways
- Promote and educate GP's our point of difference - our physios experience and interest lies in the effect of ageing on all the systems - Vestibular, Parkinson's, Dementia, Lung Function, Bone Density, Joints, Frailty, Falls Prevention etc
- Promote we work in Aged Care facilities; home care mobile and private practice
- Source, network and build relationships with Support Coordinators to acquire new participants
- Educate and build relationships with Support Service Groups and offer training for their staff in manual handling
- Draw up service agreements and liaise with Support Coordinators
- Source opportunities to set up educational speaking sessions for Support Coordinates and NDIS participants
- Set up and organise promotional events
- Source and build relationships with aged care facilities.
BUSINESS DEVELOPMENT MANAGER
Employsure Pty Ltd
04.2018 - 01.2020
- Consistently met or exceeded monthly quotas through diligent prospecting efforts, relentless follow-up activities, and expert negotiation skills. Carry out sourcing for leads and securing new business opportunities in the business to business sector
- Evaluated client needs and developed tailored solutions to increase positive customer ratings
- Demonstrate excellent communication, relationship building, and interpersonal skills
- Convert leads into sales through utilisation of consultative sales approach and follow up
- Give clients general advice and support covering Fair Work and WHS compliance and obligations in regards to documentation, processes and policies
- Gained experience working in an autonomous field based selling role.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Kept meticulous client notes and updated account information in company databases.
TERRITORY MANAGER QLD
Pharmacare Laboratories Pty Ltd
01.2014 - 04.2018
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning. Exceed and meet sales and targets consistently to contribute to the business performance
- Developed strong relationships with key decision-makers, fostering trust and loyalty in the assigned territory.
- Expand and manage sales and territory by keeping abreast with key customers, planning, analysing, and taking advantage of sales data
- Improved customer satisfaction and retention through frequent visits, timely response to inquiries, and effective problem resolution.
- Focus on KPIs consistently to achieve and exceed personal and business objectives and goals
- Built territory plans (call cycle) to maximise efficiency and sale opportunities
- Worked with retail partners/buyers around margins and pricing to ensure great run rates and profit.
- Presented education session to pharmacy staff to help drive products and sales
- Worked with and influenced all retail partners/buyer to ensure compliance of shelf layout reflected the planograms and stock counts
- Compiled reports to Head Office
- Successfully advised existing and new customers of promotional plans and new products to drive more floor space and exposure for Pharmacare
- Maintain advanced knowledge and understanding of the health care industry, products, disease states, treatment regimens, competitor products, and therapeutic and institutional trends.
- Analyzed sales data to identify areas for territory improvement and implemented strategies to maximize sales growth.
- Attended trade shows and industry events to promote company products and services.
- Implemented promotions and marketing campaigns to increase territory sales and brand awareness.
- Championed new product adoption by effectively communicating its unique selling points and benefits to clients, resulting in accelerated sales growth.
SALES SUPERVISOR (CONTRACT)
Morlife Pty Ltd
01.2013 - 01.2014
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Collaborated with marketing and research teams to explore new business opportunities.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Checked store merchandise regularly for proper display and replenishment.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Boosted sales by implementing effective training programs for new and existing employees.
- Built relationships with wholesale key accounts face-to-face and over the phone to drive and supply fast-moving consumable goods (FMCG) to retail health food stores, pharmacies, supermarkets, juice bars, cafes, delicatessens, practitioners, and fitness centres
- Liaised with key category managers to source and acquire new supply chains and build on-going business relationships
DIGITAL MARKETING AND ADVERTISING MANAGER
Sensis Pty Ltd
01.1999 - 01.2011
- Handled over ten face-to-face field and over twelve telephone media sales consultants (call centre) to achieve and exceed all sales targets across all Sensis digital and advertising products
- Created contingency plans to ensure targets are achieved
- Liaised with key decision makers of the business, including Marketing Directors, Chief Executive Officer, Chief Financial Officer, and Proprietors
- Tracked and oversaw reports on queries, memos, pack errors, pending ads to ensure they are handled in accordance with the Sensis business timelines and customer charter
- Measured and monitored daily inbound and outbound telephone activity.(call centre)
- Coordinated, delivered, and facilitated DM marketing campaigns and strategies to media sales consultants and guaranteed implementation through weekly meetings and coaching
- Conducted workshops for face-to-face and phone sales teams to boost endorse approach to market campaigns, new products, and product knowledge
- Learned and utilised new technology to maintain an efficient workflow
- Endorsed and implemented strategies to ensure customer satisfaction, EOS, and customer charter
- Liaised and interacted with senior management and other departments and stakeholders within Sensis
- Encouraged collaborative work across all business units
- Communicated company news, announcements, presentations, and updates clearly and effectively
- Established clear and defined expectations with the team at the beginning of the campaign
- Identified opportunities for sales, processed, or procedures improvement.
MEDIA SALES MANAGER/NATIONAL TRAINER
Sensis White and Yellow Pages
01.2007 - 01.2008
- Engineered and launched a system to allow visibility on the individual skill sets of over 200 telephone media sales consultants based on their sales call structure, systems knowledge, customer satisfaction, and target results to pave the way for business to establish a measurable matrix across all call centres and build effective trainings and workshops to aid individual consultants for their development
- Aligned over twenty management teams to reach agreement on the coaching process to obtain clear understanding of all expectations and establish consistency on all coaching aspects such as documentation, commitment, and visibility
- Organised and aligned over ten Business Interactive Assessment teams with 200 telephone sales consultants; determined and agreed on the definition of sales call documents to support and increase coaching effectiveness
- Created, delivered, and implemented a resource-coaching planner to raise and gauge coaching activity
- Generated and presented monthly reports for visibility and to measure coaching strategy effectiveness
- Performed data analysis to fully understand skill gaps and effectively plan and implement ways to bridge the gaps
- Designed, coordinated, and facilitated workshops to add key competencies and improve performance across all National Call Centres
- Designed, launched, and executed start-up training for all White Pages tele sales nationally; new starter programs for over fifteen Yellow Pages consultants
- Mentored and assisted new telephone sales managers in Perth, Brisbane, Gold Coast, Cairns, and Melbourne.
Education
Diploma in Community Services -
Swinburne TAFE
Certificate IV in Training and Assessment -
Swinburne TAFE
Frontline Management Course -
Investment in Excellence Course
Situational Leadership Accredited Course -
Blueprint Coaching Accredited Course
Career Development Workshop -
Accelerated Change, Transition, and Facilitative Skills for Leaders Accreditation Workshop
7-Step Performance Management Program -
Lloyd Vogueman Mark Carter Program - 5Cs of the Employee Engagement
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations / Relationship Building & Networking
- Strategic Planning
- Goal-Oriented
- Sales Development
- Team Training
- Documentation And Reporting
- Contract Negotiation
- Event Planning
- Working Autonomously and as part of a team
- Attention to Detail
Attributes
- Proactive with a flexible work attitude and the capacity to show initiative and apply new concepts
- Well-developed interpersonal and communication skills
- Superior analytical and decision making skills
- Strong work ethic; highly reliable, enthusiastic, positive and hardworking
- Meticulous attention to detail
- Excellent organisational and time management skills
- Ability to cooperate and work effectively in a team or independently with minimal supervision
- Dedicated to continuous learning and improvement
Computer Phone System Skills
- CIC & Equality - Phone Systems
- Dialler & Campaign Management - Phone System
- IGEN Internal Business System, Post.
- CRM - Sales Force, Sugar
- OLSM Internal Reporting System
- LMT Internal System for Leads and Sales
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
References
Referees' details available upon request.
Timeline
Account Manager-Continence Care
Kimberly-Clark
07.2022 - Current
CLIENT SERVICE MANAGER
Home Instead
12.2020 - 07.2022
DEVELOPMENT LEADER
Harvest Physio Co.
04.2020 - 11.2020
BUSINESS DEVELOPMENT MANAGER
Employsure Pty Ltd
04.2018 - 01.2020
TERRITORY MANAGER QLD
Pharmacare Laboratories Pty Ltd
01.2014 - 04.2018
SALES SUPERVISOR (CONTRACT)
Morlife Pty Ltd
01.2013 - 01.2014
MEDIA SALES MANAGER/NATIONAL TRAINER
Sensis White and Yellow Pages
01.2007 - 01.2008
DIGITAL MARKETING AND ADVERTISING MANAGER
Sensis Pty Ltd
01.1999 - 01.2011
Diploma in Community Services -
Swinburne TAFE
Certificate IV in Training and Assessment -
Swinburne TAFE
Frontline Management Course -
Investment in Excellence Course
Situational Leadership Accredited Course -
Blueprint Coaching Accredited Course
Career Development Workshop -
Accelerated Change, Transition, and Facilitative Skills for Leaders Accreditation Workshop
7-Step Performance Management Program -
Lloyd Vogueman Mark Carter Program - 5Cs of the Employee Engagement
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