Veta Ah-Hoe
Sydney,NSW
Summary
Result driven professional with strong background in identifying and capitalizing on business growth opportunities, client relations and communication, ready to excel in client-focused role.
Known for building strong relationships and addressing client needs effectively. Skilled in problem-solving, conflict resolution, and effective communication.
Strong leader who adapts quickly to changing environments and consistently delivers results. Proven track record of successfully negotiating partnerships and expanding market presence. Demonstrated ability to lead cross-functional teams and develop strategic business plans.
Overview
13
13
years of professional experience
Work History
Business Development & Client Liaison Manager
TMAC Disability Care
11.2024 - Current
- Fostered strong relationships with clients to enhance service delivery and satisfaction.
- Coordinated client communications, ensuring timely responses and issue resolution.
- Developed and implemented client feedback mechanisms to improve service offerings.
- Trained new staff on client engagement protocols and best practices.
- Monitored service quality, recommending adjustments for process improvements.
- Collaborated with multidisciplinary teams to align client needs with care services.
- Led initiatives to streamline communication processes, enhancing operational efficiency.
- Analyzed client data to identify trends and inform strategic decision-making.
- Managed client portfolios, ensuring that all relevant data was up-to-date and easily accessible for internal stakeholders.
- Fostered a collaborative environment among internal teams involved in fulfilling client requests by sharing information openly and consistently communicating expectations around deadlines.
- Developed marketing materials tailored to specific client segments, increasing overall brand visibility.
- Developed a deep understanding of industry trends and competitor offerings, enabling strategic recommendations for clients'' needs fulfillment.
- Enhanced client relations by addressing concerns and providing timely solutions to issues.
- Maintained detailed records of all client interactions, allowing for easy reference when addressing future needs or concerns.
- Collaborated with internal teams to ensure prompt delivery of products and services, exceeding client expectations.
- Served as a primary point of contact for clients during project implementation phases, ensuring their questions were answered promptly and accurately.
- Resolved conflicts and negotiated resolutions between clients and internal stakeholders, maintaining a positive working environment.
- Developed strategic partnerships to enhance market presence and drive revenue growth.
- Analyzed market trends to identify new business opportunities and competitive positioning.
- Led cross-functional teams to execute business development initiatives and streamline processes.
- Cultivated relationships with key stakeholders to support long-term client engagement strategies.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Generated new business with marketing initiatives and strategic plans.
- Represented company and promoted products at conferences and industry events.
- Streamlined operational processes to enhance efficiency across multiple departments.
- Developed and executed training programs to improve staff performance and productivity.
- Facilitated regular performance reviews, promoting a culture of continuous improvement among staff.
- Coordinated project timelines and resources, ensuring alignment with organizational goals and objectives.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Business Development Champion
New Horizon Enterprises
05.2023 - 08.2024
- Main point of contact for all SDA & SIL enquiries across 50 accommodation properties in NSW & QLD
- Point of contact for all new customers & stakeholders from initial enquiry through to successful transition in to new home
- Work closely with internal & external stakeholders to build positive relationships to successfully deliver outcomes
- Building & maintaining networking and community connections
- Attend and promote services through Networking Events.
- Identify and communicate with new business leads
- Respond to inquiries made by customers about products and services
- Collaborate with project team specialists to maintain and update databases
- Complete weekly reporting on business development team activities and progress against targets including KPI’s
- Assists other service teams with projects and special requests
- Collaborate with internal & external stakeholders to seek and respond to customer feedback, trends, needs and requirements
- Assist direct manager with status reports for c-suite and board member updates.
- Conduct market research into trends, evaluating competitors’ product ranges for price, performance; discount structure and route to market
- Assist with prioritization and approval processes
- Assist the Business Development Lead with the growth plans
Client Experience Manager
Mental Health Service Delivery - Nextt Dolleina
03.2022 - 05.2023
- Manage case load of approximately 60 clients and overseeing the operations of 2 SIL’s
- Build and maintain relationships with clients, their families, external providers, and internal stakeholders
- Manage client service experience including client intake, onboarding, service delivery set up and exiting process
- Attend business networking events, develop & maintain positive relationships with external stakeholders
- Participate in regular stakeholder meetings, provide progress reports for NDIS plan review meetings
- Create Service Agreements, complete service bookings through the NDIS Portal and supporting documents required for new clients
- Work closely with the recruitment team & schedulers to match support workers with participants needs, ensuring gaps in rosters are filled appropriately
- Complete support & supervision, performance management meetings for support workers
- Provide supervision, support & mentor Client Experience Leaders
- Participate in weekly Service delivery & workforce planning meetings
- Create & Implement care plans in line with NDIS participant needs
- Maintain client information across various management systems
- Manage critical incident reporting, compliance, and client retention
- Support the regional management team with the implementation of strategic business planning
Client Service Officer
Department of Communities & Justice-HCC-Link2Home
01.2022 - 03.2022
- Work directly with clients and their advocates to provide advice and assistance on housing options
- Deliver support to NSW clients experiencing homelessness
- Complete assessment of eligibility and client needs
- Work collaboratively with internal specialists, external service providers to meet client housing needs
- Complete referrals where additional support is required to better meet needs of client
- Escalate out of guidelines assistance for clients are not eligible for assistance or brokerage
- Assist and provide temporary accommodation for clients experiencing domestic/family violence
- Managing conflicts and expectations of client and their advocates
- Planning and prioritizing workloads to meet deadlines and KPI’s
- Manage client information ensuring confidentiality, accuracy and integrity
- Navigate multiple applications and systems
Vocational Trainer
School Leaver Employment
06.2021 - 12.2021
- Arrange, deliver and assess modules/sessions to Trainees undertaking SLES program
- Support trainees in work experience placements
- Assess individual’s barriers to employment, develop individual transition plans to overcome these barriers
- Assist trainees to access external training courses and provide support
- Organize and arrange Industry visits exposing trainees to variety of job industries
- Support successful progression of trainees to open employment or Disability Employment Services (DES) program
- Document support given to trainees on a daily basis
- Complete monthly progress/outcome reports of trainees and their goals
- Search potential employers for work placement and/ or experience
- Manage and provide SLES data and reports as required to the Employment Support Manager.
- Complete & review trainee Individual Transition Plans
Homeless Support Worker
Dignity
01.2021 - 12.2021
- Meet & greet guests upon arrival
- Complete intake, screening & referrals to appropriate services
- Support accommodation needs of clients who enter the service
- Record & document clients daily progress of tasks requiring completion from DCJ
- Support and meet needs of guests fleeing domestic violence
- Support guests on parole seeking long-term accommodation
- Complete daily room checks & report evidence of illegal substance, drug or alcohol use to manager
- Exit clients who have not complied with terms and conditions of stay
- Ensure all rooms are well stocked, cleaned, with fresh linen.
- Support clients to complete housing forms and other documents as required
Disability Services Team Leader/Accommodation Manager
Bridges Alliance
01.2021 - 12.2021
- Administration duties
- Overseeing & management of 9 residential sites
- Set up of new residential site including staffing cluster
- Taking the lead in the transition plan of a new clients
- Assisting in the recruitment and training of support staff
- Work collaboratively with management to develop, implement, monitor and review management strategies for homes, client and staff
- Management of cluster team rosters Liaise & collaborate with families & external stakeholders
- Develop, Implement and maintain individual support plans and documentation Participate in NDIS review meetings
- Collaborate with Quality Team for NDIS Audit
- Complete internal auditing
- Conduct staff support & supervision meetings
- Establishing and maintaining positive relationships with clients, staff and stakeholders
- Conflict management and performance reviews
- Complete weekly comprehensive reports Financial management of budgets
Disability Support Worker/Team leader
08.2016 - 10.2020
- Provide direct support to meet individual needs including personal care, household maintenance, health management
- Advocate on behalf of clients, supporting their rights to make their own choices towards achieving their personal goals
- Provide direct support for clients to develop personal, social and community relationships including participation in the local community
- Manage complex behaviors using behavior support procedures and behavioral support plans.
- Manage day to day tasks and operation, appointment schedules including, House and vehicle operations, client schedules
- Leading a team of Support Workers
- Induct and train New Casuals & Agency support staff
- Conduct team meetings, agenda & meeting minutes
- Liaise and collaborate with Occupational Therapists/Clinicians to ensure plans and reports regarding clients are accurate and current.
- Liaise with clients Legal Guardians regarding consent and clients informed choices, NDIS meetings
- Managing medications, including administering, completing medication checklist & audits
- Program planning and implementation, assist with lifestyle planning with relevant stakeholders, plan, resource and carry out risk assessment of activities
- Managing house & client finances, budgets, ordering of supplies as required, end of month recoup, liaising with client financial guardians.
- Administration including. Accurately completing all relevant and required documentation, reviewing and updating individual records
- Complete monthly keyworker reports, Monthly progress reports, Behavior observation reports, ABC Data collection
- Complete incident/ Near miss & Hazard reports through Riskman.
Assistant
Parramatta Soup Kitchen
04.2012 - 12.2013
- Meet, greet and engage with new and regular drop in clients
- Preparation & set up of meals, care packages, vouchers & clothes
- Set up of tables, stands & general clean
Education
Certificate of Education - Mental Health
Lifeline
01.2021
Diploma - Community Services Work
Careers Australia
12.2014
Diploma - Counselling
Careers Australia
12.2013
School Certificate - undefined
Liverpool Girls High School
01.1998
Skills
- Employee supervision
- Proficient in managing tight deadlines
- Budget oversight
- Workforce performance optimization
- Market expansion initiatives
- Strategic workforce planning
- Strategic business planning
- Internal audit proficiency
- Effective team management
- Effective relationship management
- Effective conflict resolution
- Project leadership
- Operational service delivery
- Service excellence
- Efficiency improvement
- Proficient in managing multiple tasks
- Business development and planning
LANGUAGES
English
Timeline
Business Development & Client Liaison Manager
TMAC Disability Care
11.2024 - Current
Business Development Champion
New Horizon Enterprises
05.2023 - 08.2024
Client Experience Manager
Mental Health Service Delivery - Nextt Dolleina
03.2022 - 05.2023
Client Service Officer
Department of Communities & Justice-HCC-Link2Home
01.2022 - 03.2022
Vocational Trainer
School Leaver Employment
06.2021 - 12.2021
Homeless Support Worker
Dignity
01.2021 - 12.2021
Disability Services Team Leader/Accommodation Manager
Bridges Alliance
01.2021 - 12.2021
Disability Support Worker/Team leader
08.2016 - 10.2020
Assistant
Parramatta Soup Kitchen
04.2012 - 12.2013
Diploma - Community Services Work
Careers Australia
School Certificate - undefined
Liverpool Girls High School
Certificate of Education - Mental Health
Lifeline
Diploma - Counselling
Careers Australia
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