*providing product, systems and process guidance and training to distribution partners, advisers and their support staff*building and maintaining relationships with new distribution partners by supporting the BDMs in onboarding and ongoing management of adviser relationship.*identifying and contacting new opportunities for Hostplus to work with Advisers and Licensees*developing training materials for staff and key stakeholders*analysis and reporting of key trends data*Assisting and support third party advisories with products, systems, and client requests and escalations.*assist with projects within the intermediary distribution team

Contract Paraplanning Services provides support services to financial planning firms around Australia. In my operations role, I work closely with the Director, and our Business Coach to improve office efficiencies by auditing our procedures and making changes to simplify or automate routine tasks within the business. My responsibilities included, but were not limited to:• Delivering engaging training to clients on Contract Paraplanning systems and processes, and troubleshooting client and system problems• Creating training packages and comprehensive reference materials so that team members can prepare statements of advice as per the clients' specifications, ensuring consistency and client satisfaction• Performing accurate data entry and maintaining a document storage system and database with the highest regard for client confidentiality, organisation, and timely retrieval of documents• Creating informal, desk-based training via Loom to other team members to develop their general knowledge of the various business processes• Providing task-based assistance to the director, which is often IT focussed. Tasks include managing all online marketing and community engagement activity for the firm, social media management, basic website maintenance, and editing and posting weekly blogs • Collating data on customer experience surveys to assess customer satisfaction, and identifying inactive clients to be followed up by the Director• Creating and maintaining processes and systems, to increase office efficiency and allow accurate records management and consistency of delivery to clients• Completing monthly reporting for client invoicing and payments to be made to our subcontractors and entering the payments into Xero.• Creating monthly reporting on all key business metrics for our Director.• Managing a team of paraplanners to ensure work is consistently delivered on time and meets quality standards.

As a Financial Paraplanning Administrator, I engaged with financial planning firms around Australia to prepare and deliver Records of Advice, Statements of Advice, Fee Disclosure Statements and Investment Policy Statement reports. My responsibilities included, but were not limited to:• Performing accurate data entry using XPlan, and maintaining a document storage system and database with the highest regard for client confidentiality, organisation, and timely retrieval of documents • Completing Records of Advice• Undertaking research tasks to fact find data, perform risk profiling and gather portfolio details• Engaging with Superannuation and Insurance Companies as a representative to obtain client information and conduct product research

As a Paraplanner with Shield Wealth, I predominantly focussed on performing tasks including preparing and implementing a Financial Plan for a client. My responsibilities included, but were not limited to:• Completing the implementation of advice, including performing investment switches, and rolling over accounts• Preparing detailed Records of Advice and Statements of Advice• Undertaking research tasks to fact find data, perform risk profiling, gather portfolio details and conducting superannuation and insurance research to ensure we are providing accurate, correct and detailed advice suitable to the clients situation• Engaging with Superannuation and Insurance Companies as a representative to obtain client information and conduct product research• Performing accurate data entry for new and existing clients into Xplan• Responding to client queries via phone and email when required

While raising my young family, I completed a Master of Financial Planning. This study combined with a fast-paced home life allowed me to further develop and demonstrate my excellent time management skills, and ability to prioritise tasks, undertake intensive research and write complex reports. I achieved a GPA of 6.33 out of 7, and the study I completed meets FASEA guidelines and TPB requirements.

My responsibilities included, but were not limited to:• Providing a consistently high level of customer service, and monitoring the service provided by other staff, including resolving client enquiries and complaints• Managing elements of the financial administration process, including processing accounts payable and generating end of month reports• Conducting routine spot checks and audits of client files, to ensure staff were managing the client and candidate onboarding process accurately and as per company and legislative requirements • Creating and maintaining processes and systems, to increase office efficiency and allow accurate records management• Engaging with staff to books flights and accommodation, order uniforms or equipment, organise training events or licensing updates • Delivering informal, desk-based training to other team members to develop their general knowledge of the various business processes and software• Undertaking general administrative and business support activities; answering phones, managing incoming and outgoing correspondence and managing office inventory and purchasing• Providing executive administrative assistance to the Director & Operations Manager, including drafting documents, preparing meeting minutes from senior management meetings and undertaking diary management

As an Inbound Customer Service Representative, I provided excellent customer service in a fast-paced, client-oriented contact centre environment. I accessed information, processes and forms to provide the public with accurate and relevant information in response to their enquiries, and explained policies and procedures in clear, concise language so that customers understood their rights and obligations, to make the best decision for their circumstances. My responsibilities included, but were not limited to:Effectively managed a high-volume of inbound and outbound customer calls.• Mastery of customer service management systems and databases• Returning emails & voicemails.• Exceeding Sales Targets.

As an Industry Consultant with ATEC, I worked closely with employers to identify how a trainee or apprentice could work within their business structure. I completed all the required paperwork to register the business for government payment incentives available for taking on a new trainee or apprentice. I continued to support both the client and the trainee or apprentice once they were in place to ensure they received their incentive payments, understood their obligations and further career pathways.• Assist employers identify the traineeship and apprenticeship needs for their organisation• Complete all paperwork including the contract required to register a trainee or apprentice• Account Management of new and existing clients including conducting monitoring visits to check on a trainee or apprentice• Attend networking functions• Build referral and lead generation network.

• Resolved service, pricing and technical problems for customers by asking clear and specific questions.• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment.• Mastery of customer service management systems and databases.• Addressed and resolved customer product complaints empathetically and professionally.• Met or exceeded service and quality standards every review period.

• Exceeding sales targets • Assisting with the training and development of new staff members.• Operated a cash register for cash, check and credit card transactions.• Stocked and replenished merchandise according to store merchandising layouts.• Cleaned and organised the store, including the checkout desk and displays.• Handled all customer relations issues in a gracious manner and in accordance with company policies.• Answered customer telephone calls promptly and in an appropriate manner.• Determined customer needs by asking relevant questions and listening actively to the responses.

• Exceeding sales targets • Operated a cash register for cash, check and credit card transactions.• Stocked and replenished merchandise according to store merchandising layouts.• Cleaned and organised the store, including the checkout desk and displays.• Handled all customer relations issues in a gracious manner and in accordance with company policies.• Answered customer telephone calls promptly and in an appropriate manner.• Determined customer needs by asking relevant questions and listening actively to the responses.• Assisting in the training and development of staff members including the rollout of a new technology system• Contributing to weekly staff meetings on new developments in the telecommunications industry and training on new products

• Contributing to the creation of new sales and administration forms • Handled all customer relations issues in a gracious manner and in accordance with company policies.• Assisting in the training and development of new staff members on the policies and procedures of Telstra• Maintain high quality customer relations through face-to-face service.• Assisting in the training and development of new staff members on the policies and procedures of Telstra• Cleaning of store after close and ensuring everything is ready for next day’s trade.• Cash handling skills including the opening and closing reports and banking• Exceeding monthly set sales targets