Permalink Support Services | Engagement Coordinator & Housing Assistant May 2025 – May 2026
Market Expansion: Led the initial launch into the South Australian market. By focusing on genuine relationship-building, secured the first wave of clients within the first 30 days of operation.
Outreach Strategy: Shifted the company’s approach from traditional cold calling to a more engaging social media strategy. This change tripled our incoming leads and grew our referral waitlist from one week to four.
Personalized Housing: Specialized in finding the right homes for NDIS participants. Successfully matched 100% of participants with "Specialist Disability Accommodation" that met their specific lifestyle and accessibility needs.
Network Building: Developed a reliable network of real estate agents and service providers (STA, MTA, SIL, ILO). This collaboration widened the options available to participants and made the inspection process much smoother for care teams.
Rocket Station | Quality Assurance & Recall Coordinator (BizzyCar / HPA) Dec 2022 – April 2025
Operational Excellence: Consistently exceeded daily booking goals, reaching a personal high of 60 appointments in a single day while maintaining a 100% quality rating.
Process Alignment: Conducted weekly reviews of partner guidelines to ensure the internal team stayed on track, effectively eliminating scheduling errors before they reached the client.
Portfolio Management: Oversaw the maintenance request portfolio for the Home Partners of America pool department, organizing technician dispatches to reduce unnecessary travel and costs.
Mentorship: Established a feedback loop for the front-line team, using real-world examples to provide coaching that helped the whole team stay aligned with company goals.
Office Beacon | Back Office Support (Gemline) Dec 2021 – Nov 2022
Backlog Recovery: Stepped into a role with a significant administrative backlog and successfully cleared it within three months by streamlining personal workflows.
Priority Management: Created an intuitive tagging system for tasks, ensuring that high-priority invoices and urgent orders were processed and finalized within a 24-hour window.
Real-Time Tracking: Designed a progress tracker that allowed the team to identify and solve logistics bottlenecks as they happened.
TaskUs | Subject Matter Expert (SME) & CSR (DoorDash) Oct 2018 – Nov 2021
Service Standards: Developed a "Basic Principles" framework for customer care that was adopted department-wide, resulting in a measurable lift in customer satisfaction scores.
Technical Improvements: Designed a more user-friendly layout for Salesforce credit and refund tools, which helped agents work faster and reduced the average time spent on each call.
On-Site Training: Selected by leadership to travel to various company locations to lead training sessions for new hires, ensuring a consistent culture and quality across different sites.
Interim Leadership: Served as the acting Team Leader during management absences, taking responsibility for the team’s daily performance and ensuring the call queue remained manageable.
