Colleen Larice
Contact Number: 0402 304 081
E-mail: contact@colleenlarice.com
PROFESSIONAL EXPERIENCE
April 2010 – Present Support Service Co-ordinator – Community Support Incorporated {CSI} non for profit
• Prompt and accurate allocation of Support Workers with Consumers, ensuring that all Consumers have suitable Support Workers who are able to provide the specific services requested by referrer.
• Liaising with Consumers, Case Managers, Senior Support Workers, Support Workers and other stakeholders to ensure provision of a timely, quality Consumer centred services.
• Creation of rosters and supervision of support workers to ensure service delivery
• Verification of Support Workers timesheets for payroll processing.
• Respond to directions/complaints from consumers, listening to consumer needs, while respecting each consumer’s right to privacy, dignity and confidentiality in all aspects of their life.
• Knowledge of consumer’s legal rights and staff responsibilities in accordance with those rights (such as Human Rights, Equal Opportunity, Anti Discrimination etc)
• Identifying gaps in capacity to deliver service
• Handling a diversity of telephone, email or written enquires from internal and external parties
• Promoting the abilities, contribution, and competence of people with a disability.
• Maintenance of a strong consumer focus in all situations.
• Promotion of CSI’s aims and objectives to all consumers and the community at large.
• Implementation of CSI’s service policies and monitoring and reviewing work practices and the application of policy (such as OHS&W) to ensure maximum consumer consultation, participation and independence
April 2007- April 2010 Complex Porting Project Manager – Telstra Business Centre
• Facilitation of fixed line transfer (cable and fibre optic) deemed as “Cat C” for business customers Australia Wide to Telstra from another telecommunications provider
• Provision of a high level of customer service in a front of house role – as I was the first point of contact for this team
• Acquisition of a high level of technical knowledge regarding complex products encountered
• Liaising with relevant stakeholders internal eg Telstra Line technicians and external customer, relinquishing carrier to ensure successful outcome
• Adhering to set project timeframes
• Meeting and maintaining key performance indicators
• Troubleshooting and rectifying problems which result in unsuccessful porting
• Use and understanding of multiple Telstra systems
• Involvement in Change Management to ensure prompt efficient delivery of new procedures
September 2006 – April 2007 Community Support Worker – Leveda Incorporated
• Direct personal care of Leveda clients who have disabilities in both high support and low support settings
• Working effectively within a team environment to ensure support requirements are met
• Maintenance and promotion of organizational values.
• Promotion of the active support model i.e. empowerment of clients abilities, contribution, and competence
June 2005 – September 2006 Assistant Store Manager – Crazy John’s
• Selling mobile phone solutions, along with other Telstra products to consumer and business customers
• Provision of a High Level of customer service
• Managing store profitability and sales budgets
• in-store promotion,
• stock control,
• money handling
• staff rostering and performance management
• Competent in dealing with customer complaints and fostering a prompt resolution
EDUCATION
Current: Post Graduate Diploma in Rehabiliation, La Trobe University
2010 -Current: Certificate IV in Telephone Counselling Skills, Lifeline UCW
Completed
December 2007 Bachelor of Health Science, Flinders University of SA
Completed
November 2002 SACE – Year 12 – Saint Ignatius’ College
I am currently volunteering as a lifeline counsellor; this is a flexible arrangement due to the varying nature of the service. In my spare time I also enjoy reading, attending the gym and going to the movies.
Available upon request.