Paula Yiatrou
Mount Barker,SA
Summary
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for exceptional communication, conflict resolution, and driving continuous improvement initiatives. Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
Overview
9
9
years of professional experience
Work History
Service Manager
MSMW
09.2024 - Current
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Ensuring ongoing documentation is compliant with NDIS requirements
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
Client Experience Manager
Nextt Health
08.2023 - 09.2024
- Collaborated with cross-functional teams to ensure seamless integration of client feedback into product development processes.
- Implemented proactive strategies for anticipating and addressing client concerns, resulting in increased loyalty and repeat business.
- Championed a company culture focused on delivering exceptional service, fostering employee alignment and dedication towards meeting clients' expectations.
- Reduced churn rate by identifying at-risk clients early in their lifecycle, implementing targeted interventions to re-engage them effectively.
- Increased customer retention rate through proactive outreach efforts, including regular check-ins and follow-up communications.
- Developed long-lasting client relationships through providing exceptional service and personalized attention.
- Oversaw the resolution of complex client issues, earning a reputation for going above and beyond to ensure satisfaction.
- Evaluated client feedback data to identify areas of improvement and prioritized resources accordingly, resulting in continuous enhancement of the customer experience.
- Managed, measured, tracked and resolved customer issues to achieve timely resolutions.
Senior Intake and Engagement Consultant
HenderCare
01.2021 - 09.2023
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Boosted client revenue streams by identifying and capitalizing on untapped market opportunities.
- Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
- Completed NDIS documentation for clients onboarding
- Managed complex client caseload to include SIL services
- Successfully managed the VOOHC program to include onboarding and ongoing case management of 7 children with a diverse range of complex issue's
- Completed multidisciplinary case meetings effectively discuss children's changing needs with a range of practitioners to positively grow skills and welfare of the children
- Positively engage with Families, Support coordinator and Exceptional needs unit case managers to positively encourage and build relationships
- NDIS commission reporting
- Build support teams to ensure children's needs are met in a positive nurturing environment
Team Leader
Homeplace
11.2020 - 01.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Ensured effective compulsory NDIS documentation standards are met
- Met with therapy team regularly to ensure team members are following and implementing Therapy expectations
Disability Support Worker
Community Living Australia
11.2016 - 11.2020
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Drove clients safely to social activities and appointments.
- Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
- Supported clients in maintaining a clean living space by assisting with household tasks such as laundry, meal preparation, and general tidying.
- Enhanced quality of life for clients with physical and intellectual disabilities through compassionate care and assistance.
- Kept detailed daily logs with care actions, patient behaviors, and incidents.
Education
In House Management Course
HenderCare
Adelaide09-2023
Cert IV Disability
TAFE SA
SA11-2020
Aged Care Cert 3
TAFE SA
SA11-2016
Skills
- Positive attitude
- Problem-solving
- Critical thinking
- Conflict resolution
- Time management
- Workflow management
- Documentation and reporting
- Operational efficiency
- Project planning
- Policy and procedure enforcement
- Employee training and development
Timeline
Service Manager
MSMW
09.2024 - Current
Client Experience Manager
Nextt Health
08.2023 - 09.2024
Senior Intake and Engagement Consultant
HenderCare
01.2021 - 09.2023
Team Leader
Homeplace
11.2020 - 01.2021
Disability Support Worker
Community Living Australia
11.2016 - 11.2020
In House Management Course
HenderCare
Cert IV Disability
TAFE SA
Aged Care Cert 3
TAFE SA
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