Summary
Overview
Work History
Education
Skills
Timeline
OfficeManager

Nicola Lang

Summary

Dedicated and detail-oriented Office Manager with 20 years of experience in handling customer inquiries, contract management, and administrative support. Adept at ensuring seamless customer interactions, contract compliance, and efficient documentation processes. Proven ability to enhance customer satisfaction and support business operations through strong communication and problem-solving skills.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Office Manager

Seniors Pathway Aged Care Advisory Service
04.2022 - Current
  • Respond to customer inquiries via phone, email, and in person, ensuring prompt and professional assistance
  • Maintain accurate records of customer interactions and service agreements
  • Provide administrative support, including data entry, report generation, and file management
  • Provide clients with an understanding of the aged care fees applicable to their financial circumstances
  • Complete Centrelink / Services Australia aged care assessment forms
  • Liaise with service providers regarding room vacancies
  • Ensure that business KPIs are met, including client engagement and timely placement of clients
  • Manage client booking calendar and set up all new clients
  • Review client relationship management system to ensure accuracy

Client Service Officer

Estia Health
03.2017 - 04.2022
  • Front-of-house customer service
  • Responding to customer enquiries and providing tours for prospective families
  • Handled customer complaints and inquiries, resolving issues efficiently to improve satisfaction
  • Managed customer databases and updated records regularly
  • Updating resident enquiry tracker
  • Preparing Residential Agreements
  • Assisting with staff rostering
  • Resident admissions and discharges ensure a streamlined process, ensuring that Health Metrics and resident files are current
  • Maintain effective and clear communication with staff members, residents and families from a diverse cultural background
  • Attending OHS and Continuous Improvement meetings
  • Site filing and archiving
  • Organising staff training and maintaining staff records
  • Secondment acting Client Relations Manager
  • Secondment acting Executive Director
  • Proficient in Health Metrics, Time Target, Compass, ARM and My Aged Care Portal

Administrative Assistant

Anglicare
03.2017 - 03.2020
  • Reception duties, including answering visitor enquiries
  • Preparing agenda and site meeting minutes
  • Onboard new staff, ensuring all documentation is completed per HR guidelines
  • Facility Tours
  • Working with management to ensure occupancy targets are met
  • Banking Reconciliation
  • Ensure full compliance is met in conjunction with company policies
  • Liaise with facilitators and provide orientation

Education

Certificate IV Frontline Management
Adelaide, SA
11-2012

Skills

  • Customer Service Expertise
  • Contract Management Proficiency
  • Documentation Management
  • Regulatory Compliance Expertise
  • Client Relationship Management
  • Office Administration
  • Customer Relationship Management Expertise
  • Detail Orientation

Timeline

Office Manager

Seniors Pathway Aged Care Advisory Service
04.2022 - Current

Client Service Officer

Estia Health
03.2017 - 04.2022

Administrative Assistant

Anglicare
03.2017 - 03.2020

Certificate IV Frontline Management

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Nicola Lang