As the Funding and Operations Manager at MSWA, I oversee the critical allocation and management of client funding within the NDIS and Aged Care sectors, ensuring our services remain effective and sustainable. My work involves leading the Funding Operations team, optimizing funding utilization, and ensuring compliance with all relevant legislation.I am dedicated to driving excellence through meticulous reporting, rigorous audits, and proactive policy analysis. My role requires not only managing financial processes but also building and nurturing relationships with funding bodies and internal stakeholders to support productive partnerships and advocacy efforts.My core strengths include strong analytical capabilities, effective communication, and a proven track record of managing multiple priorities in a dynamic environment. I am passionate about improving service delivery and client satisfaction through innovative process improvements and a commitment to the values of MSWA.At MSWA, my mission is to contribute to the seamless management of client funds, ensuring our organization meets its funding targets while upholding our commitment to those living with neurological conditions.

As the Team Leader – Client Engagement at MSWA, I led a dedicated team in enhancing client support and service delivery. With extensive experience managing customer service teams in high-pressure environments, I effectively oversaw case loads, tracked performance against KPIs, and ensured precise documentation and compliance.In this role, I was responsible for guiding a team of Client Liaison and Service Coordinators, cultivating a client-focused culture that drove continuous improvement and excellence. I worked closely with the internal and external stakeholders to address incidents and complaints efficiently, streamlining client engagement processes.My commitment to improving client experiences was demonstrated through proactive identification and implementation of process enhancements. I managed competing priorities, mentored team members, and built strong relationships with internal and external stakeholders.With a thorough understanding of the NDIS framework and a dedication to upholding MSWA's core values, I contributed to supporting those living with neurological conditions by delivering high-quality, personalized service. My role played a key part in the strategic advancement of the department and the enhancement of client satisfaction.

Successfully led a team of 12-18 customer service representatives, achieving a peak accuracy of 98% in KPIs through targeted coaching programs. I spearheaded initiatives to enhance customer satisfaction, reduced Quality Assurance Audit variance from 7% to 3%, and fostered open communication channels between team members and upper management.Additionally, managed 2 auxiliary teams, one focusing on process improvement, documentation, and regular process review the ensure ease of access and understanding for frontline consultants. the second team was our "face-to-face" claims service across 3 different sites.

Provided comprehensive administrative support, streamlined office processes, and efficiently scheduled meetings for insurance consultants, implementing a semi-automated scheduling sheet that reduced conflicts. Additionally, I conducted client consultations, managed end-to-end claim processing, fostered positive client relationships, facilitated training sessions, and implemented data-driven improvements for increased team efficiency and conflict resolution.

Orchestrated and optimised team schedules, successfully recruiting and training casual staff to manage highly seasonal orders. I cultivated strong supplier relationships, coordinated with the marketing team for accurate demand forecasting, and implemented operational efficiencies that reduced order fulfilment errors to 2%, enhancing overall customer satisfaction.

Delivered exceptional customer service, maintaining professionalism and empathy to ensure positive customer interactions and long-term relationships. Proficient in order processing, I ensured accuracy, compliance with regulations, and efficient problem resolution, contributing to positive audit outcomes and a cohesive work environment through effective team collaboration.