Nicola Chaffey
Ridgewood,Queensland
Summary
Dynamic and results-oriented professional with a proven track record of pioneering and establishing integrated health clinics.
Previous experience in enhancing business operations across various roles, achieving a notable increase in collection rates through diligent account management, coupled with exceptional documentation skills and a knack for streamlining processes for efficiency.
Reliable and adaptable to changing needs, ensuring consistent performance and growth.
Overview
23
23
years of professional experience
Work History
Business Owner / Therapist
Self-employed
01.2018 - Current
- Founded and developed a thriving business from inception.
- Established strong customer relationships through excellent communication and attentive service.
- Efficiently managed room availability, fostering business and practitioner development.
- Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate new business and maximize brand identity.
- Built strong rapport with clients, fostering trust and open communication for effective therapy sessions.
- Documented patient information, treatment plans, and patient responses.
- Collaborated with multidisciplinary teams to develop and deliver treatment plans and patient care.
- Developed and maintained relationships with referral sources to support continuity of care.
- Mentored new therapists to grow their businesses.
Business Owner / Therapist
Self-employeed
06.2011 - 09.2018
- Pioneered & established the first multidisciplinary clinic in Glen Innes, NSW, successfully offering integrated health and well-being solutions for clients.
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Recruited and onboarded skilled practitioners to enhance the range of services offered to clients.
- Maintained detailed case notes and documentation, ensuring effective tracking of progress and continuity of care.
- Developed and maintained relationships with referral sources outside of the Clinic to support continuity of care.
- Collaborated with Clinic practitioners to provide holistic care tailored to individual patient needs.
- Mentored new therapists through supervision meetings and case consultations in order to support their professional development within the field.
National Training Coodinator
Life & Rescue International (LRI)
02.2008 - 09.2010
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
- Co-ordinate, schedule and resource all NSW, QLD, VIC & NT training courses – Minimum of 30 courses per week
- Generate and act upon on sales opportunities eg notification of recertification, promotions etc
- Respond to customer enquiries, provide quotes, course information and availability
- Deliver a high level of customer service at all times and liaise regarding training, scheduling and resourcing
- Organise travel arrangements eg flights, accommodation and car hire for Management and the Training & Service Departments
- Oversee the preparation and compilation of all training material for trainers
- Frequent communication with trainers, to notify scheduled training, customer requirements, travel arrangements and required resources
- RTO Compliance - assist with outcomes and recommendation for improvements identified by internal and external audits to AQTF
- Develop and maintain trainer profiles and record all trainer professional development achieved
- Compliance in the creation, maintenance and storage of student records using ACT
- Ensure timely provision of Certificates to clients
- Timely provision of booking confirmation sheets and follow-up to ensure client confirmation of booking
- Provide customer with required information eg certificates of currency, trainer profiles, copies of inductions etc
- Monitor company site induction status of trainers
- Assist Tasmania and WA to resource training needs
- Preparing Jobsheets and directing invoices for training conducted
- Assist Training Manager, Service Manager and Administration Manager and promptly complete tasks when required
Accounts Receivable / National Credit Controller
Dimension Data Learning Solutions
10.2003 - 04.2008
- Report to Chief Financial Officer on status of overdue debts on a weekly basis
- Supported sales teams by providing accurate credit information for new and existing customers.
- Increased collection rates through proactive account management and regular follow-ups with clients
- Reduced overdue debt by closely monitoring customer accounts, meeting cash collection & % overdue target monthly (average 2.5 million)
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales department
- Identify and code all accounts receivable
- Daily banking and allocation of EFT and cheque payments
- Offset all credits & all associated banking controls i.e. unallocated cash follow up
- Oversee Administration & Sales Assistant to ensure unpaid bookings are followed up
- Ensure interstate branches manage their course bookings on a day to day operational basis to ensure targets are met
- Develop and implement improved credit control procedures with reception, administration assistant, & branch co-coordinators
- Liaise with all branch co-coordinators when a difficult customer needs to be addressed
- Assist and liaise with Account Managers, Sales and Finance Staff on a daily basis
- Assist the National Administration Manager and accurately complete all tasks as delegated
- Maintain Client database in accounting system (Masterpack)
- Liaise with Customer Call Centre to ensure customer requirements are met
- Follow up customer queries and account reconciliations.
AP / AR / Property Accounts
Spotless - City of Sydney Contract
11.2001 - 10.2003
- Streamlined accounts payable and receivable processes by implementing automated systems, resulting in reduced processing time and increased accuracy.
- Monitor rental income and follow COS debt control procedures
- Management of 300+ Footway Licenses
- Assist Spotless/COS Property Managers with property and accounts queries
- Administer all Footway License documentation supplied by COS
- Monitor lease expiries and report to City of Sydney
- Liaise between tenants and COS to resolve disputes and queries
- Assist Spotless & COS Accountants with end of month reporting
- Update and set up all new lease and license agreements in Property Management system (Bldar)
- Generation of 500+ monthly rental statements (4 day process)
- Ensure correct adjustment procedures are followed by COS & Spotless Property Managers.
- Process all LVA’s (Lease Variation Forms)
- Daily banking and allocation of EFT and cheque payments
- Follow up tenant queries and account reconciliations
- Set up all new accounts and maintain tenant database in accounting system (Oracle)
- Process accounts payable, monthly cheque run, management fees and COS reimbursements
- Follow up creditor queries and account reconciliations
- Compliance with Trust Accounting legislative requirements
- Supervise accounts assistant with accounts payable procedures
Education
Spinal Flow Technique Certification
Spinal Flow Technique
01-2020
Diploma Bowen Therapy
Bowtech
Coffs Harbour, NSW07-2011
Skills
- Documentation requirements
- Client confidentiality
- Client relations
- Attention to detail
- Scheduling and calendar management, Timely, Cliniko & Halaxy
- Administration and management
- Computer literacy
- Quickbooks and Xero experience
- Professionalism
- Time management abilities
- Verbal and written communication
- Documentation and recordkeeping
- Set up all new accounts and maintain tenant database in accounting and booking systems
- Training and courseware coordination incl accommodation, flights, venues
- Various accounts receivable and accounts payable roles in property accounts,
- Various assistant roles to CFO, Account Managers, Sales and Finance Staff
Timeline
Business Owner / Therapist
Self-employed
01.2018 - Current
Business Owner / Therapist
Self-employeed
06.2011 - 09.2018
National Training Coodinator
Life & Rescue International (LRI)
02.2008 - 09.2010
Accounts Receivable / National Credit Controller
Dimension Data Learning Solutions
10.2003 - 04.2008
AP / AR / Property Accounts
Spotless - City of Sydney Contract
11.2001 - 10.2003
Spinal Flow Technique Certification
Spinal Flow Technique
Diploma Bowen Therapy
Bowtech
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