VERONICA VILLACRES DE NOBOA
Moorebank,Australia
Summary
Compassionate and adaptable Psychosocial Recovery Coach with over 20 years of experience in customer service and administration, and 8 years in care, including mental health and disability support. Known for delivering exceptional client care with genuine empathy, I bring a calm, reliable presence and a strong ability to connect with individuals from diverse backgrounds. I thrive both independently and in collaborative teams, and I’m deeply committed to ongoing learning and contributing to supportive, person-centred environments. My passion lies in empowering people to regain control, build confidence, and achieve meaningful goals.
Overview
25
25
years of professional experience
Work History
Psychosocial Recovery Coach & Support Coordinator
Affectionate Care – NDIS Provider
10.2023 - Current
- Support participants in understanding and implementing their NDIS plans.
- Coach individuals to build recovery skills and personal capacity, including motivation, resilience, strengths, and decision-making.
- Develop recovery-oriented relationships grounded in hope and empowerment.
- Assist with identifying and refining personal goals, supporting step-by-step achievement.
- Facilitate regular participant check-ins to assess evolving needs and adjust support plans.
- Coordinate and communicate with Plan Managers and other stakeholders through regular meetings and reporting.
- Submit monthly funding reports and ensure accurate tracking of services provided.
- Use CRM platforms such as Brevity and Planability to maintain detailed client records and monitor progress.
- Manage and monitor individual budgets, funding allocations, and service spending to support sustainability and informed decision-making.
- Connect participants with appropriate services and community support.
- Promote skill-building and independence through tailored capacity-building activities.
- Use ClickUp as a project management tool to organise caseloads, deadlines, and team collaboration.
- Manage administrative duties including service agreements, documentation, and stakeholder communication.
Electoral Officer & Visitor
Australian Electoral Commission
01.2021 - 05.2025
- Supported electors from culturally and linguistically diverse backgrounds
- Assisted hospitalised voters (e.g., St Vincent’s Hospital) unable to attend polling places
- Recruited and onboarded staff for election roles
- Trained new team members on the electoral computer system
- Completed administrative and clerical duties, ensuring compliance and accuracy
Motor Claims Service Consultant / Insurance Policy Officer
SUNCORP Repair-Link
03.2006 - 11.2015
- Processed insurance claims over the phone with accuracy and efficiency
- Explained vehicle repair processes clearly to clients
- Managed repair documentation and organized detailed reports
- Coordinated bookings, hire car arrangements, and cab services
- Monitored repair timelines and updated clients on vehicle collection
- Handled inbound and outbound calls to ensure high customer service standards
Sales and Service Representative
TELSTRA, Marrickville Metro Branch
06.2004 - 02.2006
- Delivered exceptional client experiences with a strong focus on customer satisfaction and long-term relationships
- Identified individual customer needs to provide tailored product and service solutions
- Built and maintained rapport with new and existing business clients to foster loyalty and trust
- Proactively scheduled and followed up on client appointments in coordination with the team leader
- Consistently met or exceeded targets by delivering a service experience clients could rely on and recommend
Customer Service - 2IC (Second-in-Charge)
Payless Shoes, Ashfield Branch
05.2000 - 11.2003
- Managed cash handling and daily reconciliation
- Coordinated stock inventory and submitted requisitions for new stock
- Trained and supported new team members
- Provided personalised customer service and product advice
- Participated in recruiting new employees
- Resolved customer complaints and handled returns, exchanges, and refunds
Education
Bachelor of Counselling -
AIPC
Sydney, NSW01-2024
Diploma of Counselling -
TAFE NSW
NSW01-2021
Diploma of Community Services -
TAFE NSW
NSW01-2018
Diploma of Interpreting -
TAFE NSW
NSW01-2017
Certificate IV in Youth Work -
TAFE NSW
NSW01-2017
Certificate III in Business - Office Administration
TAFE NSW
NSW01-2001
Skills
- Active listening and empathy
- Bilingual: English & Spanish
- Organisational and admin abilities
- Attention to detail
- Problem-solving
- Multitasking and time management
- Proficient in MS Office
Certification
- Registered Justice of the Peace (NSW)
- Working with Children Check - Current
- Full Driver’s Licence
- Founder & Director - Sparkly Rainbow Kids Entertainment (Since 2010)
References
Anabell Beattie-Bowers, Psychologist, Affective Care | 0417 637 769
Heather Pinel, Behaviour Support, Affective Care | 0494 174 675
Therese Safi, Support Coordinator, Affective Care | 0420 600 038
Languages
Spanish
Native or Bilingual
Timeline
Psychosocial Recovery Coach & Support Coordinator
Affectionate Care – NDIS Provider
10.2023 - Current
Electoral Officer & Visitor
Australian Electoral Commission
01.2021 - 05.2025
Motor Claims Service Consultant / Insurance Policy Officer
SUNCORP Repair-Link
03.2006 - 11.2015
Sales and Service Representative
TELSTRA, Marrickville Metro Branch
06.2004 - 02.2006
Customer Service - 2IC (Second-in-Charge)
Payless Shoes, Ashfield Branch
05.2000 - 11.2003
Bachelor of Counselling -
AIPC
Diploma of Counselling -
TAFE NSW
Diploma of Community Services -
TAFE NSW
Diploma of Interpreting -
TAFE NSW
Certificate IV in Youth Work -
TAFE NSW
Certificate III in Business - Office Administration
TAFE NSW
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