Resilient professional with a track record of providing consistent support in diverse environments. Demonstrates a calm approach in high-pressure situations, ensuring stability and effective management. Recognized for strong work ethic, initiative, and clear communication skills. Committed to fostering independence and delivering empowering support.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Client Liaison & Client Assistant/Senior Support Worker/Team Leader
Morrissey Homestead Inc.
Bunbury, WA
10.2020 - Current
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Conducted needs assessments to identify key areas of service needs, informing targeted support initiatives.
Developed and implemented strategies that enhanced quality of social services, improving client satisfaction.
Increased efficiency and team productivity by promoting operational best practices.
Trained new personnel on company operations, policies, and services, ensuring consistent service delivery.
Aged Care & NDIS support worker
Facilitated personal care and social interactions for clients.
Performed domestic assistance tasks, including linen services for clients.
Assisting and facilitating various programs within the organization
Medical Competency
Completed administrative tasks such as receiving and processing documents, submitting payments, and distributing correspondence.
Maintained up-to-date knowledge of product and service changes.
Attended networking events to promote products and services and develop new business opportunities.
Customer Service Representative
BP Australia
Australind, WA
10.2017 - 02.2019
Delivered customer service by processing transactions and addressing inquiries.
Handled customer requests for products, services, and information to enhance satisfaction.
Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Resolved discrepancies and errors in customer accounts to ensure accurate records.
Boosted sales revenue by skillfully promoting diverse BP products and promotional items.
Assisted and facilitated marketing and advertising materials
Customer Service, Administration & Personal Assistant
Australind Landscaping Supplies
Australind, WA
10.2015 - 01.2017
Conferred with customers regarding concerns, products, and services, resolving issues and strengthening client relationships.
Maintained accurate customer and company account data through manual and digital processing, managing and reconciling bank accounts effectively.
Promoted company brand and offerings through personalized service, enhancing digital presence by implementing the company website.
Responded to emails and other correspondence to facilitate communication and enhance business processes.
Provided comprehensive support to the Proprietor in both personal and professional tasks.
Operated loaders, trucks, ditch witch, mini excavator, and forklift to service customers.
Sales and Marketing Business Consultant/Sales Manager/Property Management
RE/MAX Lighthouse Realty
Bunbury, WA
06.2010 - 06.2015
Led and oversaw all processes relating to appraisals, listings and sales, ensuring every event necessary to successfully and satisfactorily achieve desired results was executed to the highest standard.
Coordinated and oversaw all processes involved with sales procedures, liaised with banks, settlement agents, valuers, etc.
Resolved concerns and problems in listing/sales process, enhancing client satisfaction and operational flow.
Trained and motivated new and current sales representatives on sales strategies and processes, engaging in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
Nurtured relationships with decision-makers across business groups to secure new business and foster repeat opportunities.
Streamlined procedures and tasks by updating and implementing new policies, marketing procedures and developing and utilising new strategies.
Oversaw all new marketing strategies implemented by headquarters (Houston, Texas), participated in training via global webinars/seminars to maintain and cultivate knowledge of products used within the sales office.
Designed and carried out market research to detect and attract new customers.
Real Estate Professional
Kevin Green & Assoc, Broome First National, Roy Weston Bunbury, LJ Hooker Bunbury & Karratha
WA
07.1994 - 01.2008
Marketed and sold properties through open houses and targeted online and print advertising, enhancing visibility and client engagement.
Managed contracts, negotiations and all aspects of sales to finalise purchases and exceed customer expectations.
Cultivated and nurtured client relationships through networking, personalized postcards, and strategic cold calling, driving repeat business and referrals.
Engaged clients regularly to strengthen relationships and foster loyalty.
Crafted detailed property descriptions and emphasized key features to improve buyer interest and accelerate sales.
Proprietor
Broome Photo Hut
Broome, WA
02.1996 - 06.1998
Delivered customer service on all accounts, ensuring quality and resolving issues promptly.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Provided customer service on all accounts to ensure quality and resolve problems.
Applied human resources expertise to optimise hiring, training and performance.
Recorded income and expense details in MYOB to track business finances and identify variances.
Shire of Harvey, EG Green & Sons, Myles SW Fuel Supplies
Harvey, WA
12.1985 - 06.1994
Processed POS transactions, including checks, cash and credit purchases or refunds, handled large amounts of cash, and balanced till at the end of the day.
Assisted the local orders/export department in all aspects, supporting all transactions within Australia and externally.
Organised financial information and reported on payment histories to support sound financial accounting.
Arranged paper and electronic payment records to maintain well-organised filing systems and record-keeping compliance.
Recorded meeting minutes, arranged documentation, organised travel plans, hosted corporate functions, and provided secretarial support to corporate delegates and directors.
Coordinated safety events at Shell Australia franchise in Bunbury Depot.
Marketing Executive
South Western Time - West Australian Newspapers
Bunbury, WA
Developed marketing materials for print and digital platforms.
Managed social media accounts to enhance brand visibility.
Collaborated with sales teams to align marketing efforts.
Assisted in developing marketing and advertising materials for Bunbury Region
The position was terminated due to COVID-19 pandemic impacts.
Education
Certificate III - Individual & Aged Care, Senior First Aid & CPR
<ul><li>I done my personal support worker placement in long term. There I maintained a good communication with my clients and my observation skills makes me unique in my job. I gain an experience in working with the old people, dementia patients, and palliative care patient.</li><li>It is really one the best time where I learned to correct my mistakes and, I updated my knowledge in many ways. I worked in a team where we get enough training from the experienced Senior Personal Support Workers.</li><li>Participated in team meetings to discuss patient status and plan for future care needs.</li><li>Encouraged client independence through teaching self-care activities such as eating, grooming and mobility exercises.</li><li>Personal support worker (student placement)</li></ul> at King nursing home LTD<ul><li>I done my personal support worker placement in long term. There I maintained a good communication with my clients and my observation skills makes me unique in my job. I gain an experience in working with the old people, dementia patients, and palliative care patient.</li><li>It is really one the best time where I learned to correct my mistakes and, I updated my knowledge in many ways. I worked in a team where we get enough training from the experienced Senior Personal Support Workers.</li><li>Participated in team meetings to discuss patient status and plan for future care needs.</li><li>Encouraged client independence through teaching self-care activities such as eating, grooming and mobility exercises.</li><li>Personal support worker (student placement)</li></ul> at King nursing home LTD
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA