Tayla Ashman
Melbourne,VIC
Summary
Dedicated and dependable job seeker with a strong work ethic and practical skills. Passionate about learning, eager to acquire new skills, and contribute to the success of prospective employers. In the disability sector, possesses a positive attitude and unwavering dedication, which are valuable assets in providing exceptional support and care.
Overview
8
8
years of professional experience
Work History
NDIS Plan Manager
Nib Thrive
05.2022 - Current
- Role includes but not limited to, Receive invoices directly from a provider or from the participant
- Claim funds from the NDIS portal
- Ensure that providers are sending invoices with the correct information as per the NDIS requirements
- Provide a monthly statement to the participant including a spending summary and a breakdown of remaining funding overall and in each support category
- Establish service agreements with providers
- Explore different budgeting options or scenarios
- Help participants collect data for their plan review
- Help participants use their plan as intended and to ensure they receive the most benefit from their plan
- Liaise with the NDIA to resolve plan and invoice issues and concerns
- Review processed invoices to identify any errors and take necessary action to rectify
- Onboarding new participants and gather required information
- Assisting with entry and exit procedure for clients to and from the NDIS plan management program
- Communicate with clients regularly and supporting clients to understand and use their NDIS plan funding according to their NDIS goals
- Facilitated the transition from old NDIS plans to new ones.
- Obtain and maintain up to date records to support auditing of funded supports
- Perform general administration tasks
- Maintain up to date knowledge of the NDIS through self-education and research.
Plan Management Supervisor (secondment)
Budgetnet
VIC
01.2024 - 05.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Evaluated employee performance and coached and trained to improve weak areas.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Customer Service Officer
Public Transport Victoria
02.2022 - 05.2022
- Role includes but not limited to, Answering and directing 50+ incoming calls daily using PureCloud telephone system
- Journey planning, answering any queries relating to the Public Transport Service
- Making V-Line bookings, Taking payments over the phone
- Typing from 75-80 words p/m for correspondence and emails
- Updating client details
- Processing refund requests
- Customer support via live chat, SMS, NRS
- Creating orders via the mail force system for customers and company’s requests
- Handling complaints and feedback
- Creating follow up emails regarding lost property, complaints, and feedback.
Personal Care Attendant
Warrina Aged Care
04.2020 - 02.2022
- Role includes but not limited to, Personal hygiene, grooming and oral hygiene
- Continence management
- Communicates with all residents effectively including the maintenance and the fitting of hearing aids and glasses as required
- Assisting those residents with challenging behaviours, by participation in the development and implementation of an individually designed management plan
- Resident’s mobility, by assisting with walking, use of wheelchairs and other aids and transfers
- Supports and assists residents with food and fluids as required
- Maximises the resident’s physical function by assisting with rehabilitative treatment such as physiotherapy exercises
- Assists the nursing staff with treatments as specified
- Assists the nursing staff by observing and reporting promptly any changes in the condition or wellbeing of residents
- Ensure the residents privacy, dignity and respect are maintained at all times
- Ensure that no residents experiences isolation and loneliness unless determined by choice
- Perform other duties within scope of preparation and as directed.
Food and Beverage Attendant/ Shift Supervisor
Smoking Joes
10.2017 - 12.2018
- Role includes but not limited to, Customer service
- Operating a cash register, computer and Eftpos machine
- Taking orders and credit card payments over the phone
- Preparation of food
- To ensure that the service is at all times performed in a professional manner
- To be fully conversant with every menu item and to provide explanations if requested
- To make sure that franchise policy, the vision statement are followed and utilized at all times
- To ensure that all customers wishes are met so far as is reasonably possible
- Maintain kitchen and dining room miscellaneous supplies
- Management of stock
- To ensure that all tasks set are completed in the time allocated and to the standard set by the franchise
- To ensure that stations are clean and clear throughout the service
- To report all comments/complaints/problems to the supervisor
- To ensure that service is discrete and efficient at all times
- Undertake any other duties required.
Office Administrator
Modern Medical Centre
03.2017 - 09.2017
- Role includes but not limited to, Scheduling and managing appointments
- Operating a cash register, computer and Eftpos machine
- Administration tasks including banking, processing accounts, faxing, photocopying, laminating.
Education
Skills
- Bright and happy disposition at all times Keen and interested to develop and learn new skills Competent and willing to undertake any tasks, able to work unsupervised or as part of a team as required
- Goal setting
- Documentation and reporting
- Relationship building
- Customer relationship management (CRM)
- Clear communication
- Coaching and mentoring
- Effective communication
- Positive attitude
- Attention to detail
- Multitasking
- Organizational skills
- Team development
- Work Planning and Prioritization
- Customer relationship management
- Active listening
References
References will be available upon request.
Hobbies and Interests
Walking, music, and drawing
Timeline
Plan Management Supervisor (secondment)
Budgetnet
01.2024 - 05.2024
NDIS Plan Manager
Nib Thrive
05.2022 - Current
Customer Service Officer
Public Transport Victoria
02.2022 - 05.2022
Personal Care Attendant
Warrina Aged Care
04.2020 - 02.2022
Food and Beverage Attendant/ Shift Supervisor
Smoking Joes
10.2017 - 12.2018
Office Administrator
Modern Medical Centre
03.2017 - 09.2017