AMY FRANCIS
Evanston Park
Summary
Experienced Customer Engagement Advisor with a strong background in the Aged Care Industry, Administration, and Customer Service. Seeking a role to leverage skills and knowledge in effectively leading others towards success. Currently looking for an opportunity that offers clear pathways for career progression while providing a challenging and rewarding experience.
Overview
21
21
years of professional experience
Work History
Customer Engagement Advisor
UnitingCare Wesley Bowden
04.2023 - Current
- Liaising both in person and over the phone with prospective Clients and/or Stakeholders
- Assisting with identifying needs of new and existing Clients
- Educating others in how Home Care (Aged) works and the difference between funding streams
- Onboarding new Clients
- Assisting Clients to contact 3rd parties (such as My Aged Care and Services Australia)
- Public speaking with Community Groups to discuss Home Care in depth
- Expo preparation including planning, set up, pack up and manning stalls during Expos
- Accurate data collection and data entry
- Clear documentation of interactions with Clients and other relevant parties
- Problem solving, both in day to day duties and emergency situations
- Calendar management including scheduling Home Visits, Meetings, Expos, Community Events and more
- Ongoing collaboration with my colleagues including Home Care Package Coordinators, CHSP Coordinators, Field Workforce Leads, Lead (Service Support), Team Leader of Services, Manager of Community Programs, Manager of Business Development and more
- Assisting other departments when needed (i.e
- Service Support and CHSP onboarding)
Rostering
UnitingCare Wesley Bowden
01.2022 - 04.2023
- Overflow Inbound calls to assist the Customer Contact Centre
- Answering calls and queries for Clients
- Creating Rosters for new Clients and new Support Workers
- Overseeing the Rostering Mailbox and responding promptly
- Covering absences (i.e
- Sick leave, annual leave etc)
- Assisting with identifying needs of new and existing Clients
- Arranging training shifts for new Care Workers
- Accurate data collection and data entry
- Clear documentation of interactions with Clients, Care Workers and other relevant parties
- Assisting with the role out of a new system (Visual Care)
- Incident reporting
- Problem solving, both in day to day duties and emergency situations
- Apply effective time management techniques to meet tight deadlines.
- Passionate about learning and committed to continual improvement.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Cultivated interpersonal skills by building positive relationships with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Managed time efficiently in order to complete all tasks within deadlines.
Service Support Officer
UnitingCare Wesley Bowden
10.2021 - 12.2021
- Inbound calls in the Customer Contact Centre
- Answering calls and queries for Clients
- Assisting with Rostering of Client’s services
- Overseeing the Customer Mailbox and responding promptly
Service Support Officer
Helping Hand Aged Care
04.2018 - 10.2021
- Training new staff, as well as aiding others with queries and skill gaps as requested/needed
- Assisting with identifying needs of new and existing Clients
- Liaising with Clients and Care Workers, to provide Clients with “in home” care
- Filling vacant shifts with existing staff
- Identifying suitable “new” Care Workers based on Client wants/needs, personality, compatibility etc
- Arranging training shifts for new Care Workers
- Liaising with other departments (Administration, HCCs, CSOs) to discuss
- care plans, Services and funding availability
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Accurate data collection and data entry
- Clear documentation of interactions with Clients, Care Workers and other relevant parties
- Assisting with “Workload” distribution within the North region, as well as across all regions, to ensure our resources are distributed in a way that will be most effective
- Always going above and beyond to offer the team suggestions on ways to improve processes, as well as reminders/updates on ‘current issues’ (i.e
- COVID-19 Processes)
- Providing feedback on current processes and suggesting possible/updates and/or new procedures to improve team performance / team output
- Assisting with identifying workers who would be suitable for upcoming training sessions
- Answering and actioning calls on the Emergency On-Call service
- Incident reporting
- Problem solving, both in day to day duties and emergency situations
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Inbound Sales Consultant and Team Coach
Origin Energy
11.2013 - 03.2019
- Successful completion of Team Leader Training Program at Origin Energy
- Coaching other members of my department to assist in reaching KPIs
- Assist with identifying skill gaps, to assist Consultants with coaching and improvement
- Regularly providing feedback on current processes, as well as suggestions on areas of potential improvement
- Experience attending management meetings along side other coaches & team leaders to discuss areas of improvement, current KPIs and suggestions on how to reach them
- Identifying the needs of new and existing customers by asking a broad range of open and closed questions
- Providing customers with tailored solutions for the needs
- Accurate data entry and data collection
- Arranging appropriate services for customers, in a timely fashion
- Creating contracts and quotations for new and existing customers
- Problem solving and investigating issues within the energy market
- Liaising with various organisations in the energy market, to ensure prompt services and first call resolutions
- Providing a high standard of customer service, utilising excellent written and verbal communication
- Objection handling and conflict resolution, where needed
- Participating in ongoing training
- Regularly meeting business targets and KPIs to a high standard
- Adapting well to regular changes in the role and the business
- Ongoing support of my immediate team members, and the department as a whole
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
- Worked with multiple means of communication within fast-paced environment.
Client Service Consultant
Northern Adelaide Supportive Care
01.2010 - 09.2013
- Company Overview: Also known as N.A.S.C
- Identifying needs of new and existing Clients
- Liaising with Clients and Support Workers, to provide Clients with in home care
- Filling vacant shifts with existing staff
- Arranging training shifts for new support workers
- Liaising with third party Organisations (Disability Services, Uniting Communities, Novita etc.) to discuss care plans, services and funding availability
- Accurate data collection and data entry
- Clear documentation of interactions with Clients, Support Workers and Funding Bodies
- Assisting the Quality Assurance Officer in the creation of documents and forms
- General administrative duties (filing, answering calls, faxing, scanning and archiving etc)
- Interviewing prospective new Support Workers
- Organising training sessions and inductions, including hiring a venue if necessary
- Assisting the Quality Assurance Officer in the amendment of Training and Induction materials
- Arranging all the appropriate documentation and materials for training and induction sessions
- Writing columns and locating material for the monthly newsletter
- Distribution of payslips, timesheets and newsletters as needed (electronically or by post)
- Stock replenishment of gloves, communication books, uniforms and more
- Answering and actioning calls on the Emergency after-hours service
- Organising an information stall at employment expos and shows (Gawler Show)
- Helping to arrange outings for clients
- Incident reporting
- Problem solving, both in day to day duties and emergency situations
- Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
- Referred customers to correct representatives after answering questions.
- Updated accounts, documents and reports with efficiency and accuracy.
- Educated clients on services and products available.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Receptionist /Office Administrator
Employment Directions
07.2008 - 12.2009
- Resume writing
- Stock replenishment
- Creating documents for various administrative needs
- Assisting with Client initial interviews
- Liaising with the Department of Human Services (Centrelink)
- Creating training documents
- Booking in training sessions
- Identifying Client barriers
- Matching Clients with potential job opportunities
- Identifying and seeking training opportunities to assist with minimising Client barriers and providing greater employability to Clients
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered phone promptly and directed incoming calls to correct offices.
- Maintained confidentiality of information regarding clients and company.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed multiple tasks and met time-sensitive deadlines.
- Confirmed appointments, communicated with clients, and updated client records.
- Maintained visitor log for entering and leaving facility for security purposes.
- Assisted with onboarding new clients and securing paperwork completion.
- Scheduled office meetings and client appointments for staff teams.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Sales Assistant
Coles Supermarket
01.2004 - 01.2009
- Remained calm and poised in high-stress, dynamic environment to promote service to customers.
- Established rapport with customers using active listening and interpersonal skills.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Managed efficient cash register operations.
- Monitored customers for signs of security concerns and escalated issues to management.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Performed cash, card, and check transactions to complete customer purchases.
Education
High School Diploma -
Trinity College
Gawler, SA12-2008
Skills
- Proficient in Oral and Written Communication
- Demonstrates Initiative
- Strong Analytical Skills
- Strong Attention to Detail
- Innovative Thinking
- Diverse Customer Service Experience
- Consistent Professional Commitment
- Experienced with Microsoft Office Apps
- Quick Learner and Results Driven
- Experience with various CRM software
- Scheduling experience
- Coaching Experience
- Team Leader Training
- Conflict Resolution Training
Activities
- Current Chief Fire Warden at UCWB.
- Current member of the RAP Committee at UCWB.
- Former member of the Social Committee at UCWB.
- Former Public Officer and Sponsorship for the Official Crows Supporters Group.
Timeline
Customer Engagement Advisor
UnitingCare Wesley Bowden
04.2023 - Current
Rostering
UnitingCare Wesley Bowden
01.2022 - 04.2023
Service Support Officer
UnitingCare Wesley Bowden
10.2021 - 12.2021
Service Support Officer
Helping Hand Aged Care
04.2018 - 10.2021
Inbound Sales Consultant and Team Coach
Origin Energy
11.2013 - 03.2019
Client Service Consultant
Northern Adelaide Supportive Care
01.2010 - 09.2013
Receptionist /Office Administrator
Employment Directions
07.2008 - 12.2009
Sales Assistant
Coles Supermarket
01.2004 - 01.2009
High School Diploma -
Trinity College
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