Merchant Payments

Operating within Avant Finance, a recently acquired business by Avant, I focused on implementing new features on the Salesforce platform. This ensured that internal users could deliver satisfactory service to Avant Finance's clients.* Collaborating with business stakeholders to understand the existing procedures and documenting requirements through Jira, Confluence and Bizagi.* Coordinating with the offshore development team to ensure clear communication of business requirements.* Crafting suitable test cases for testers and verifying that all scenarios are accounted for to seek business signoff.

In the Medical Indemnity division, I ensured changes met business expectations. I worked on various initiatives, including process enhancements and documentation improvements, using Lean Six Sigma methodology.* Ensured compliance with APRA regulatory requirement CPS230 for the Medical Indemnity division by documenting critical business processes, systems, and vendors for potential disruptions.* Established a new SharePoint site to house Microsoft Lists of division processes for easy access.Conducted a thorough review of existing financial hardship options and proposed a refined process using Visio for BPMN.* Analysed a non-binary initiative to incorporate new gender options for Medical Indemnity products and integrated explanatory text into application forms.* Analysed merchant fees across various payment gateways and payment options to reduce transaction costs for the business.

Operating within an agile environment, I was tasked with identifying requirements from different teams to support engineers and QA in development and testing. Additionally, I managed day-to-day issues for our internal system, 'Magic Portal,' while also serving in multiple projects. To streamline our processes, our team utilized a range of tools such as Jira, Confluence, Miro, and Figma to ensure all tickets were completed in time for sprints.* Developed a new gift card product enabling retailer swaps and collaborated with the backend team to update REST APIs for frontend teams.* Conducted feasibility analysis for a Proof of Concept (POC) on an ordering transformation initiative to migrate to a headless e-commerce platform as part of the microservices transformation* Analysed multiple payment orchestrators during the discovery phase to transform the current payment system.* Conducted a gap analysis on various fraud providers to devise a new fraud prevention system for Prezzee.

I was working on a financial modeling tool WealthConnect, a Salesforce-integrated digital CRM, aiming to enhance advisory efficiency. Operating in an Agile framework, our team focused on meeting deadlines for institutional clients. As the lead Business Analyst in a lean, cross-functional team, I supported four developers and QA, also overseeing a junior colleague.* Collecting requirements from various stakeholders and the Product Owner* Ensuring traceability of requirements to meet the needs of institutional clients* Documenting use cases and functional specifications using Confluence and Lucid Charts* Crafting user stories and acceptance criteria for developers and the QA team* Creating Zephyr test cases and conducting test cycles* Acting as the Scrum master for all agile ceremonies using JIRA and Trello

During my tenure at Resolution Life, my primary duties revolved around overseeing the Product Administration System known as CLAS. CLAS serves as an in-house platform dedicated to managing customer data for insurance purposes. My focus primarily centered on compliance-driven initiatives aimed at safeguarding the company's adherence to regulatory obligations.* Analysis of different initiatives and writing of design documents for enhancements * Working as the intermediary between business teams, developers and testers to ensure that business objectives were met* Working in an agile environment and assisting with reorganising JIRA for future roadmaps * Engaging with SME's and business teams to help facilitate the delivery of solutions

AMP was one of the institutional clients that I had supported in my previous role at Temenos. Working in the Advice space I am a strong subject matter expert for the Financial Planning software, Coin. I also assist with other softwares including Xplan, Intralinks and financial modelling calculators.* Vendor management ensuring SLA’s are adhered to especially during an outage period* Testing of software in UAT environments and production for various releases and Disaster Recovery activities* Responsible for the resolution of tickets that are escalated to our team and ensuring the adequate stakeholders are involved if required to be escalated* Improvement and implementation of new processes for AMP practices that are wanting to move from their software Coin* Working with different business teams to gather requirements for enhancements* SME in Intralinks (data sharing mechanism) for the team (documenting processes on Confluence)* Working on various projects involving the decommission of Financial Planning software Coin with the Deletion and Archiving of the Coin database and the migration of data from Coin to Xplan* Collaboration with various internal teams in order to prepare for releases and to have issues resolved* Competent in different databases such as Oracle and Microsoft SQL server

Since moving into the Production Support team my role has progressed into being the main escalation point for bugs and production issues coming from 1st level support as well as Institutional clients. The primary products I assist with include financial planning products, commissions and asset finance software.

Working in a Fintech company my main responsibilities are supporting a range of different products such as:• Coin (a financial software program)• Provisio (an optimisation financial tool)• Easy (a revenue management system)• Banking• DriveOnline (asset finance platform)Each of these softwares requires product knowledge in order for me to assist various customers/users with their queries. As a member of the help desk I am usually their first point of contact where I have to help resolve their issues. As part of supporting various products I have to prioritise the different issues that users raise to find an adequate solution that the users are happy with. In some occasions this requires escalating to another team and liaising with them for a suitable conclusion.Besides supporting all these different products I am also assigned the responsibility of being on call for afterhours support. This allows me to be on a monthly rotation where I will have to triage accordingly the different issues that arise from the banking sector which are time critical.Furthermore I am currently being up-skilled into the Production Support team in addition to my regular duties. I have been learning Microsoft SQL Server and assisting with releases outside of business hours acting as the Implementation Manager for the release. Being part of the escalation process I assist with some of the issues that my current team members have escalated thus preparing me for a permanent position in the production support team. In addition to further prepare me for my transition I have undertaken the ITIL Foundation Certificate in IT Service Management

Being part of the Outbound team it was my responsibility to make contact with potential customers who could ideally benefit from having a home loan appointment with brokers. I have learned quite a lot of people skills in being able to adapt to individual conversations. This has equipped me to build rapport with various types of potential customers and thus able to mediate hostile situations. I was solely on the Aussie Home Loan Campaign where we had specific KPI's to reach which included adhering to compliance laws and the telecommunications act.

I worked at Bankstown Sports Club alongside being a full time university student. I mainly dealt with handling large amounts of cash as either being a cashier or reconciling the previous evening's takings from the gaming department.

I was an intern at Momentum Cloud whilst at university. This internship involved me contributing to a student management system that teachers and schools use. My main duties were conducting research and creating value propositions.