Ashlee Capomolla Email & Phone Number

Sydney, New South Wales, Australia

- Project manage the end to end process for updating and publishing MLC and Plum Disclosure documents (product disclosure statement and incorporated by reference documents) for various updates including product and regulatory - Responsible for managing and coordinating stakeholder feedback, approval and resolving issues across various teams such as product, asset management, legal, tax, etc - Created and managed the project plan. This included liaising with stakeholders to ensure that key deadlines were met throughout the project. - Mange external vendor relationships including graphic design studios and printers. - Use Objective Keystone to update and publish documents; and obtain stakeholder verification on both content and output - involved in various process improvements to streamline processes to reduce costs and risk; and increase efficiency

North Sydney, New South Wales, Australia

Relationship Manager servicing Corporate Super Plans

Team leader within MLC's inbound contact centre servicing customer and adviser calls for superannuation, pension, insurance and investments. I am responsible for monitoring team performance and ensuring that the wider business unit is resourced sufficiently to service call volumes. I have taken the initiative to support and lead numerous projects for customer engagement and retention. Through this I have improved internal stakeholder relationships and driven funds under management by supporting and motivating team members to connect customers with MLC’a phone based advisers.

North Sydney, New South Wales, Australia

• Provide information to customers and advisers on Superannuation, Pension and Investments by progressing through various skill sets • Provide empathetic customer service over the phone• Promote escalation of issues with both internal and external stakeholders Achievements • Champion of the 2016 Employer Line Pilot: retain and engage employers with superannuation plans with MLC• Member of the Emerging Leader Program: Additional duties and roles beyond servicing customers. This includes completing escalations; service recoveries and providing feedback to other team members; champion Net Promoter Score; coaching sessions; daily analysis of team statistics; and assist the hiring manager during April 2017 intake. This included conducting interviews and engagement sessions, raising System Access Requests (SARs) and providing support to new recruits. • Subject Matter Expert for Control Transformation Processes: attended regular meetings to help map customer-to-customer processes • Social Committee member responsible for organising events such as End of Year Celebration, Trivia Nights, etc.

• Assist customers in a friendly manner throughout the entire customer service experience • Attend the needs of customers in a prompt and efficient manner ensuring a satisfying experience• Maintain organisation and presentation of floor stock

• Prepare and facilitate weekly group study sessions for university students that combines subject content and study skills to promote independent learning • Motivate student involvement by identifying each individuals strengths and weaknesses within the sessions while creating a relationship with those students • Quick restructure of activities within the session to engage students and respond to their areas of concern • Lead classes for ‘Accounting Fundamentals in Society’, ‘Accounting in Organisations’ and ‘Financial Accounting 11A’

• Provide a welcoming environment for customers to create an ongoing relationship• Administration and operational duties through the maintenance and organisation of store statistics, banking, and floor stock • Problem solving of time constraints during stocktake by presenting new methods to conduct and coordinate tasks to meet deadlines• Work within an a team environment to collaborate and achieve key performance indicators and daily targets • Senior Team Member responsible for leading the day’s operations by dividing roles among other team members and ensuring that customer commitments are met to achieve goals

• Serving customers in a polite, efficient manner to ensure that all of their needs are met while creating a strong relationship and repeat service • Safe handling of food by following set guidelines and procedures • Presentable and clean uniform • Work with other team members by dividing roles