As the Head of Customer Service at Fluence Clinic, I lead a dedicated team in delivering exceptional support and care to patients navigating their mental health journey. My role is multifaceted, involving everything from overseeing daily operations and optimising customer service processes to ensuring our team provides compassionate, solution-focused assistance.I’m responsible for managing communications between patients, GPs, and our team of psychiatrists, ensuring seamless coordination and a positive patient experience. By refining workflows, improving our digital tools, and creating comprehensive training materials, I’ve helped Fluence Clinic streamline operations while maintaining the highest standards of patient care.I also assist with non-customer service areas such as website updates, copywriting, and graphic design, applying a holistic approach to improving the clinic’s overall efficiency and patient satisfaction. My experience in managing both the technical and human aspects of service has been key in helping Fluence Clinic grow, and it continues to shape the way we provide top-tier telehealth services to patients across Australia.

As the owner and operator of LittleJay, I worked closely with small to medium-sized businesses to modernise their technology, branding, and administrative systems, helping them keep pace in an increasingly digital market. I provided end-to-end solutions that covered everything from administrative support and event planning to marketing, web development, and social media strategy.By streamlining workflows and enhancing their online presence, I helped businesses not only improve their day-to-day operations but also elevate their customer experience and brand visibility. My focus was on implementing practical, scalable solutions that allowed business owners to spend less time on manual processes and more time driving growth. These improvements led to increased efficiency, better customer engagement, and a more competitive market position.This experience managing a wide range of business development areas has been pivotal in shaping the work I do now, giving me a strong foundation in both technical implementation and strategic growth

• Greeted all clients and tenants, and responded to and directed all incoming calls, emails, deliveries, and walk-in enquiries• Prepared all online listings for available rental properties, and monitored listing performances across over a dozen websites- Gave weekly updates in a staff-wide meeting for internal and state-wide rental statistics, and developed marketing strategies during discussions accordingly- Managed the calendars of all property managers and owners, as well as assisting them with the creation of documents such as new leases, break lease forms, inspection forms, and research where required- Created the weekly rental listing brochures, and updated the branch website and online listings throughout the day as needed when properties were leased or changed- Ordered office materials, sign boards for properties, and liased with suppliers and contractors on a daily basis. This included maintenance of the key register for all properties, as well as keeping track of all tenant maintenance jobs that required attention and preparation- Acted as the main point of contact for all new tenants prior to key collection, including lease explanations, inspection requests, writing the leases, communicating requests from tenants such as repairs prior to move-in date- Communicated with all owners during the tenant transitions, including the documentation for break leases, tenant offers, draft leases, and new marketing for their properties. - Assisted director and principals with personal tasks such as dry cleaning, mail delivery and collection, and personal shopping

- Received two written commendations from management due to positive patron and mystery shopper feedback such as “going above and beyond the call of duty,” and for strongly representing the clubs core values consistently and enthusiastically- Responsible for maintaining a strong knowledge of NSW Club laws and regulations, and implementing these accordingly- Regularly created new paying members out of patrons who lived outside the 5km radius (therefore not legally obligated to sign-up) due to extensive knowledge of club benefits and promotions, and tailoring each sales pitch to the individual- Consistently beat time requirements for gaming floor calls while maintaining rapport with regulars, effectively giving fast service without compromising quality of service

- Created the store Instagram account, and subsequently took over management of the Facebook and general online presence – increasing online traffic from an average of 800 views a month to over 5,000 using targeted advertising and marketing campaigns- Communicated all new menu items and promotions to staff, and created incentives for staff who successfully stayed up to date with online training. This included re-booting the Employee of the Month Scheme, as well as small prizes on a frequent basis. These rewards lead to an increase in overall team morale, the level of employee engagement with in-store training, as well as a marked increase in training completion rates online- Became a brand ambassador for San Churro nationally, representing the business at media events for product launches- Designed and co-ordinated limited ticketed VIP experiences, managed the database for ticket sales, and established mutually beneficial connections with local businesses and media outlets/influencers

- Became the youngest staff member of Michel's Patisserie's Sydney stores to become a staff trainer at the age of 12. This included teaching new staff the menu, store policies, and procedures- Junior Employee of the Year, 2009 and 2010- Best at Staff Training for Store Upgrade, 2010- Best Junior Barista, 2009- Most Improved Staff Member, 2008