Senior Compliance Officer

• Jul 2021 - Present

Acting Assisstant Director Behaviour Support

• Dec 2021 - Dec 2021

Compliance Officer

• Nov 2020 - Jun 2021

Compliance Support Officer

• Jan 2020 - Nov 2020

Support protection of AU welfare system and assist customers to avoid debt and fraud, whilst ensuring each client receives correct payment with correct amount, undertaking proactive payment reviews to ensure customers can avoid owing money. Direct investigations into customers possibly withholding details or proving false information, referring cases with evidence of criminal behaviour to Commonwealth Director of Public Prosecutions. Partner and coordinate with public, other governmental agencies, and private sector to share details about intelligence activities when necessary, currently partnering with Australian Federal Police (AFP) on taskforce integrity, as well as National Disability Insurance Agency on national disability insurance scheme fraud taskforce. Utilise information from Australian Tax Office and Department of Educationg, Skills, and Employment to match income information report by individuals who receive payment. Liaise with key stakeholders to successfully resolve moderately complex issues and provide advice and education on regulatory and compliance matters. Update customer records based on information. Key Achievements: ● Consistently deliver on all expectations and tasks in high-stakes, regulatory environment, working autonomously to meet and surpass goals and objectives whilst gaining and expanding upon legislative knowledge to ensure use of best practices. ● Successfully identified and recommended innovative solutions to remedy errors across both administrative and system related functions. ● Implement tactical de-escalation strategies to effectively communicate with challenging customers and stakeholders including legal and financial representatives.

Senior Member Service Officer

• 2018 - 2019

Utilised exceptional communication skills and great work ethic to collaborate directly with customers to meet needs, answer questions, and provide support whilst building and sustaining rapport and successfully resolving customer complaints in sensitive manner to ensure balanced outcomes. Spearheaded maintenance of thorough and accurate customer records. Diligently prepared credit applications, safeguarding compliance with risk policies and frameworks and assessed applications for customers experiencing financial strain. Provided strategic advice and guidance on range of personal and business banking products. Contributed to continuous improvement of risk culture, actively developing and participating in optimisation of policies and systems whilst functioning as OH&S Safety Officer. Functioned as branch representative for council meetings and at community events. Key Achievements: ● Directed design, development, and implementation of quick reference diagrams and flow charts regarding products, policies, and legislations, simplifying all necessary knowledge, processes, and procedures, supporting team members in easily applying needed knowledge to all engagements. ● Proactively supported and effectively assisted customer (not account holder) in paying incapacitated sons bills in timely and confidential manner, relying benefits and features of son’s account that allowed father to easily make necessary transactions on son’s behalf. Highly commended by both client and superiors for innovative troubleshooting skills; received exceptionally high customer satisfaction ratings.

NSW Sales Representative

• 2016 - 2017

Built and maintained strong and mutually beneficial relationships with key accounts whilst significantly contributing to sales growth of NSW region through new customer acquisition, customer retention, and growth opportunities with current customer base. Oversaw regular communications with both existing and prospective customers, managing opportunity and up-selling current accounts. Supported all regional sales needs as outlined by Sales Director and collaborated closely with C-suite executives and senior management to drive growth in market. Functioned as liaison between customers and internal teams, ensuring customer needs and requirements were met. Collaborated cross-functionally with sales and marketing teams to set and implement strategies for new products and market growth opportunities whilst ensuring brand consistency. Stayed abreast with internal and external developments, emerging market trends, and competitors to ensure use of best practices and boost in revenue streams. Key Achievements: ● Supervised significant improvement in client and consumer understanding regarding features and benefits of company products by ensuring teams were extremely knowledgeable in areas if complementary medicine and vitamin and mineral supplements. ● Spearheaded athlete and sponsorship management, guaranteeing company products were well represented in marketplace and across diverse audience segments.

Brand Ambassador

• 2015 - 2016

Functioned as face and voice of brand, increasing brand awareness and sales by promoting products through various channels and collaborating closely with sales and marketing divisions to achieve marketing goals and objectives, including communicating value of products to clients, tracking customer feedback, and representing brand at launches and events. Provided information and education services to customers, retailers and distributors, building and maintaining rapport with both customers and vendors. Created engaging content across multiplatform channels to drove brand awareness and attract new customers. Tracked customer preferences, metrics, and media campaigns. Maintained positive image of brand at all times. Key Achievements: ● Ensured timely arrival for training and supplement sampling, driving four to five hours to reach venue in Sydney, often on very short notice. As there was little opportunity to gain experience in this career within local area, I went over and above to ensure I met and exceeded company expectations and objectives. I have also gained additional experience as aSales Manager with Snap FitnessRetail Manager with PoolWerx DubboPharmacy Assistant with Lawler’s Pharmacy

Sales Manager

• 2015 - 2015

Membership Consultant

• 2011 - 2012