Amanda Lake
Pt Hughes
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering four years of extensive leadership experience in NDIS Plan Management. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
16
16
years of professional experience
Work History
Team Manager
My Plan Manager
11.2021 - Current
- Leadership and Motivation: Inspiring and guiding team members to achieve their best performance
- Planning and Organization: Setting goals, creating schedules and ensuring tasks are completed on time
- Communication: Facilitating clear and effective communication within the team and with internal and external stakeholders
- Resource Management: Allocating resources efficiently to ensure the team has what it needs to succeed and training new managers in how to use resource management tools
- Conflict Resolution: Addressing and resolving any conflicts that arise within the team
- Performance Monitoring: Tracking progress and providing feedback to help team members improve
- Support and Development: Offering support and opportunities for professional growth and development
Client Relationship Manager
My Plan Manager
11.2020 - 11.2021
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Navigated complex client challenges with collaborative approach to ensure satisfaction.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Inbound/Outbound calls to clients and providers
- Processing of invoices
- Budget discussions
- Understanding of NDIS and Plan Management
Senior Customer Relationship Manager
Credit Corp Group
07.2016 - 11.2020
- Provided coaching and guidance to junior staff members, enhancing their skills and knowledge in managing customer relationships effectively.
- Analyzed data on customer interactions, identifying trends and areas for improvement in service quality.
- Evaluated potential risks associated with client accounts proactively addressing any potential issues.
- Established strong rapport with clients, resulting in long-lasting and mutually beneficial business relationships.
- Handling of first point of contact debt collection calls
- Financial Hardship Assistance
- Payment Arrangements
- Working on a dialler, making outbound calls to customers who have been outsourced to a debt collection office
- Skip Tracing
- Call/Account reviews and provide feedback
- Provide real time assistance while on calls
- Advise of changes within the company
- Take escalation calls
- Discussing payment plans with customers and ensuring repayments would fit within their budgets.
- Call monitoring and providing timely and relevant feedback
- First point of contact for assistance with operational/technical problems
- Assistant to manager
- Supporting all teams on site if a manager was not available
- Take escalation calls
- Provide feedback on new processes to ensure a seamless transition to the greater company
Credit Officer
Internode
04.2012 - 05.2016
- Corporate and Government Debt Collection
- Financial Hardship Assistance
- Payment Arrangements
- Billing enquiries for Internode Customers.
- Change of Ownership Processing
- Applying of Credit’s/Refunds
- Mentoring of new staff
- Ownership of Customer Online Enquiries
Customer Service Specialist
Bank SA
08.2009 - 05.2014
- Account enquiries for BankSA, St George and Bank of Melbourne customers.
- Internet Banking Technical Support/Assistance
- Adhering to targets set in place
- Answering helpdesk email enquiries
Education
High School Education -
Fremont Elizabeth City High School
Adelaide, SA01-2003
Skills
- Customer focus
- Employee scheduling
- Influencing skills
- Staff development
- Performance coaching
- Meeting facilitation
- Workforce planning
- Performance appraisal
- Stakeholder management
- Succession planning
Timeline
Team Manager
My Plan Manager
11.2021 - Current
Client Relationship Manager
My Plan Manager
11.2020 - 11.2021
Senior Customer Relationship Manager
Credit Corp Group
07.2016 - 11.2020
Credit Officer
Internode
04.2012 - 05.2016
Customer Service Specialist
Bank SA
08.2009 - 05.2014
High School Education -
Fremont Elizabeth City High School
Similar Profiles
SAM RENFREYSAM RENFREY
CLIENT RELATIONSHIP CONSULTANT at MY PLAN MANAGERCLIENT RELATIONSHIP CONSULTANT at MY PLAN MANAGER
Jessica MaierJessica Maier
Data Entry at Sunshine Coast Plan ManagerData Entry at Sunshine Coast Plan Manager
Keely LarkinKeely Larkin
Receptionist at National Plan ManagerReceptionist at National Plan Manager