Elena Jacques Email & Phone Number

Australia

• ICT Integrity Transformation Delivery Branch
• Provide project support for Stream 4 of the Crackdown on Fraud Program (CDoF), managing project documentation, reporting, risk management and task tracking via Jira and SharePoint, and the creation of Prince2 project.
• Facilitate communication between internal teams and external stakeholders, ensuring alignment on project deliverables.
• Assist in the management of recruitment, procurement, and project timelines across multiple work packages, including preparing changes to Work Orders.
• Develop project reports, Clarizen/Jira status updates, and exception reports, delivering them to senior leadership.
• Support the System Delivery Life Cycle across all project phases to enhance the integrity of NDIS systems and processes.

• ICT Integrity Transformation Delivery branch of the Crack Down on Fraud Program
• Coordinated administrative project activities, including scheduling, maintaining project documentation, and preparing project briefings and reports for CDOF.07 and CDOF.08.
• Tracked project metrics using Clarizen and Jira, ensuring accurate progress reporting and risk management.
• Supported risk and issue management processes, including documentation, review, and escalation.
• Assisted in onboarding a new project manager and developed induction materials to enhance team productivity.
• Supported the director and project manager in the delivery of project outcomes, the coordination of project activities and resources, the creation and management of project workshops, travel requests, and project.

Sunshine, Victoria, Australia

• Service Delivery
• Worked closely with NDIS participants to develop, review, and implement personalized support plans.
• Collaborated with internal teams, service providers, and external stakeholders to ensure smooth service delivery and achievement of participant goals.
• Managed participant interactions and provided guidance on plan reviews, budget management, and assistive technologies.
• Maintained accurate records and documentation of participant interactions, progress reports, and service agreements in compliance with NDIS standards.
• Used a range of policies, practice guidance and legislation to make funding decisions in relation to participant plans to complement informal, community and mainstream supports.

Melbourne, Victoria, Australia

• Provided direct disability support, including respite care, social support, and assistance with daily activities, in line with NDIS guidelines.
• Managed service agreements, invoicing, and financial records, ensuring compliance with NDIS standards.

Point Cook

• Managed payroll, invoicing, and financial records (via Xero) for over 70 staff members, ensuring compliance with NDIS rates and legislation.
• Coordinated service delivery schedules and rosters, optimizing staff allocation and service quality.
• Engaged with external stakeholders to resolve service and invoicing issues, improving client satisfaction.
• Processed over 300 fortnightly invoices, followed up on overdue and outstanding payments, processed remittance payments and reconciliations via Xero.
• Reception duties, such as inbound and outbound calls, whilst managing multiple inboxes and responding to new client requests, changes to ongoing services, cancellations, queries, and complaints resolutions.
• Developed, maintained, and adjusted rosters for care workers and ensured allocated hours were provided to clients and staff, including reviewing care plans, task lists, and special client requirements.

North Melbourne, Victoria, Australia

• Assisted in the creation of a new AFSL license for Freedom Wealth Services, supporting business branding and marketing efforts.
• Reduced workloads for staff by developing an ATO Tax Agent Portal for efficient client management.
• Lodged Income Protection, TPD, Life, and Trauma applications and claims, providing comprehensive administrative support.
• Managed client meetings, prepared file notes, and advised on client budgeting, retirement planning, and tax advice.
• Audited client files for compliance with ASIC and licensee standards, ensuring regulatory requirements were met.
• Discussed, assisted, and referred clients for relevant advice in relation to budgeting, estate planning, retirement planning, early release of superannuation, investment planning, portfolio management, tax advice.

181 William St, Melbourne VIC 3000

• Underwrote personal and travel insurance policies, providing risk assessments and handling escalated cases.
• Led the development and implementation of CGU’s Web Chat initiative, improving customer engagement.
• Acted as a point of contact for senior underwriting queries and facilitated training for new and existing staff.
• Actively participated in cultural improvement initiatives, workforce planning, business development, and employee recognition programs.
• Simplified new business and renewal schedules by removing unnecessary documentation rules.
• Improved business processes and customer retention by reducing claims excesses for personal lines products by analysing new business and renewal data.

Melbourne, Australia

Hoppers Crossing, Victoria, Australia

• Awarded “Employee of the Week” & “Employee of the Month” in 2011
• Participated in the Region 3 CTC Area Challenge 2013 for KFC

Graduate Diploma, Professional Archaeology, 77.13

Master'S Degree, Professional Archaeology

Bachelor Of Arts - Ba, Ancient History: Greece, Rome And Late Antiquity & Egypt And The Near East

Activities and Societies: Univative 2020 - Univative is a higher education consultancy competition featuring inter-discipline and.

Advanced Diploma Of Financial Planning

Diploma, Financial Planning And Services

Tier 2 General Insurance General Advice

Certificate Iv, Business

Certificate Iv, Frontline Management

Certificate Iii, Hospitality

Certificate Ii, General Education

Certificate Ii, Hostpitality (Food & Beverage)

Activities and Societies: + RSA, RSG, RSF, Coffee, Bar & Waiter, OHS, FSH, First Aid Level 2.