Maria Vole
Summary
Dynamic Care Coordinator with a proven track record at Access Community Health, excelling in client relationship management and problem-solving. Adept at multitasking and delivering quality service under pressure, I effectively resolved client issues while fostering collaboration among support workers and community partners. Committed to achieving goals and enhancing service delivery.
Overview
20
20
years of professional experience
Work History
Care Coordinator
Access Community Health
11.2017 - Current
- Handling incoming phone calls, online inquiries, and emails as the first point of contact, providing timely and effective resolutions.
- Managing client caseloads while adhering to deadlines and striving to meet client needs. Proactively communicating any potential issues to clients and escalating concerns when necessary to ensure resolution.
- Facilitating support workers to deliver client services, building strong relationships and providing them support.
- Networking with community partners and internal departments to collaborate on behalf of clients and support workers.
Supervisor
Kids on Foot
09.2015 - 11.2017
- Oversaw daily operations of an after school programme and school holiday programme. Planned daily and weekly fun activities.
- Worked with children aged 5 years to 12 years of age.
- Managed staff and delegated duties. Including providing staff training and support as needed.
- Contact person for parents, and online and phone inquiries. Also maintained business Facebook page with up-to-date information and programme promotions.
- Responsible for new enrolments and administration tasks
- Managed budget for food and programme resources.
StudyLink Officer
StudyLink
09.2010 - 10.2013
- Quality customer service for StudyLink contact centre. Answering a high volume of calls, providing up to date information related to student loans and allowances.
- Assessed and processed applications, supporting documentation, and ID verification.
- Self-directed learning and upskilling, using tools made available to stay current with policy changes, procedures, and system updates.
- Acted as a technical support person for other StudyLink Officers, assisting with policy information and system and process queries.
- Quality assurance by proof-checking transactions across the contact centre; authorised correct entries and provided feedback for error correction where required.
Customer Service Representative
Work And Income
04.2005 - 11.2007
- Provided excellent customer service, answering incoming calls up to 80 calls per day.
- Provided update to date information on Work and Income products and services, including eligibility criteria.
- Booked client appointments.
- Accessed hardship criteria over the phone to approve or decline hardship payments.
- Performed general administrative tasks,
- Self-directed learning and continuous upskilling to stay current with policies, procedures, and database systems, ensuring optimal performance and service delivery.
Skills
- Excellent Communication – clear, concise and calm under pressure
- Active Listener – picking up crucial details quickly, even in stressful or chaotic situations
- Multitasking – able to manage multiple calls, systems, and data inputs at once
- Problem Solving – able to Identify root issues and apply appropriate responses and resources effectively
- Empathy – Consistently demonstrate understanding and compassion towards others, helping to de-escalate difficult situations
- Professionalism – maintaining confidentiality and always following protocol
- Team Player – collaborate effectively with colleagues to meet shared goals, support workloads, and maintain a positive and productive team environment
- Adaptability – able to adapt to change easily
- Goal Focused – I enjoy setting goals for myself and meeting personal and shared targets
- Punctual and Prepared – Value being on time and organised to ensure a smooth and productive workday
Timeline
Care Coordinator
Access Community Health
11.2017 - Current
Supervisor
Kids on Foot
09.2015 - 11.2017
StudyLink Officer
StudyLink
09.2010 - 10.2013
Customer Service Representative
Work And Income
04.2005 - 11.2007
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