Theresa Garofalo
Minto,NSW
Summary
My goal is to obtain a role within an organization that strives to help make a difference in supporting and improving participants lives.
I want to be a part of company that I will continue to grow with, challenge myself and learn. To not only surround myself with industry professionals who will be able to assist me in doing so, but also surround myself with a team that will motivate and inspire me.
I am a sociable person who likes to brighten up people’s day. I am a very hard worker who will always strive to achieve the best outcome for others. I enjoy a good chat and always want to boost team morale.
Overview
10
10
years of professional experience
Work History
Support Coordinator
Jade Care Therapy Support
11.2022 - Current
- Managed 25 participant caseload, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing clear record of care provided.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Fostered partnerships with local service providers to enhance resource networks available to clients in need of specialized assistance or referrals.
- Worked with other departmental staff to answer questions and resolve problems.
- Coordinated meetings and events for internal and external groups.
- Facilitated seamless transitions between service providers by coordinating all aspects of hand-off process, ensuring continuity of care for clients throughout their journey towards self sufficiency.
- Enhanced team efficiency through facilitating regular meetings, sharing updates, and discussing strategies for improved service delivery.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Visited home environments to help clients develop comprehensive life, technical and job skills.
- Created, prepared, and delivered reports to various departments.
- Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
- Provided extensive emotional and social support.
CLIENT RETENTION OFFICER
OPTIMUM HEALTH SOLUTIONS
07.2020 - 09.2022
- Attending to phone calls,
- Attending to all email enquiries
- Creating service agreements
- Scheduling therapists’ diaries
- Creating billing reports, Invoicing/ taking payments, Chasing outstanding funds,
- Creating service bookings for NDIS clients using PRODA portal
- Managed participants budgets effectively
- Creating client files, Contacting inactive clients
- Keeping therapists up to date with their end of plan reports
- Maintaining and updating waitlists
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
CONTACT CENTRE
BRIGHT STAR
07.2019 - 01.2020
- Attending to phone calls in a timely manner, Attending to all email enquiries, data entry, running reports
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
RECEPTION/OFFICE MANAGER
LY LAWYERS
07.2018 - 07.2019
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for all employees
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Maintained computer and physical filing systems.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
CUSTOMER SERVICE LIASON
EXECUTIVE HEALTH SOLUTIONS
08.2017 - 07.2018
- Welcoming and greeting walk ins
- Managed high call volumes while maintaining a professional and empathetic demeanor with customers.
- Maintained accurate records of customer interactions within CRM system, ensuring continuity of service across team members.
- Collaborated with team members to ensure seamless service delivery and consistent customer support.
- Established long-term relationships with key clients, acting as their primary point of contact and trusted advisor throughout their journey with the organization.
- cancelling appointments (using healthtrack software), Invoicing (using healthtrack software),
- Informing prospective clients about different health programs,
- Showing the clients around to their appointments,
- Getting breakfast/lunch for clients,
- Creating patient files
- Trained new hires in company policies, procedures, and best practices for optimal customer service performance.
RECEPTIONIST/ADMINISTRATION
RFBI DUBBO MASONIC VILLAGE
04.2017 - 08.2017
- Welcoming and greeting walk ins, Answering phone calls, Attending to emails, Booking/ cancelling appointments, Giving people a tour around the facility, Informing prospective residents/families about the facility, General administration duties
ADMINISTRATION (TEMP)
JOHN HOLLAND GROUP
02.2017 - 04.2017
- Welcoming and greeting walk ins, Completing purchasing orders and receipting in Maximo, Closing work orders, Re-assessing defects, Completing welding reports, Completing defect summary reports, General Admin duties (Filing, photocopying, Scanning ect)
RECEPTIONIST/ADMINISTRATION
CHAMELEON TOURING SYSTEMS
01.2015 - 03.2016
- Answering Phone Calls, General Admin duties (Filing, Faxing, Taking messages, photocopying, Scanning ect), Booking and cancelling appointments, Entering notes into systems for co-workers, Invoicing, Answering enquiries from the general email box
RECEPTIONIST/ADMINISTRATION
DSE TRUCKS TRANSPORT
05.2014 - 01.2015
- Answering Phone Calls, Applying payments from clients, General Admin duties (Filing, Faxing, Taking messages, photocopying, Scanning ect), Booking and cancelling appointments, Creating and sending out invoices, Seeing Clients to meeting rooms, Entering notes into systems for co-workers
Education
Graduated year 12 -
St Patrick’s College
01.2011
Skills
- Extremely driven/ motivated
- Documentation abilities
- Budgeting and financial management
- Cultural Sensitivity
- Multitasking and Organization
- Exceptional support for staff
- Keen eye for detail
- Reliable/punctual
- Willing to go above and beyond
- Effective time management skills
- Exceptional Customer service
- Workflow Planning
Timeline
Support Coordinator
Jade Care Therapy Support
11.2022 - Current
CLIENT RETENTION OFFICER
OPTIMUM HEALTH SOLUTIONS
07.2020 - 09.2022
CONTACT CENTRE
BRIGHT STAR
07.2019 - 01.2020
RECEPTION/OFFICE MANAGER
LY LAWYERS
07.2018 - 07.2019
CUSTOMER SERVICE LIASON
EXECUTIVE HEALTH SOLUTIONS
08.2017 - 07.2018
RECEPTIONIST/ADMINISTRATION
RFBI DUBBO MASONIC VILLAGE
04.2017 - 08.2017
ADMINISTRATION (TEMP)
JOHN HOLLAND GROUP
02.2017 - 04.2017
RECEPTIONIST/ADMINISTRATION
CHAMELEON TOURING SYSTEMS
01.2015 - 03.2016
RECEPTIONIST/ADMINISTRATION
DSE TRUCKS TRANSPORT
05.2014 - 01.2015
Graduated year 12 -
St Patrick’s College
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