Hope Mann-Sertorini
Summary
Qualified WHS Advisor with a Certificate IV in Work Health and Safety and a strong background in technical systems support, compliance, and stakeholder training. Experienced in safety-driven environments across healthcare, industrial, and technology sectors. Experienced in maintaining and updating internal policies and procedures, and leading group training sessions for clients and internal teams. Skilled at translating complex systems into practical steps and ensuring that documentation and training align with operational requirements and evolving best practices.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Integration Specialist
MX51
11.2022 - 05.2025
- Led onboarding and implementation of secure payment systems, ensuring compliance with data and authorisation standards.
- Delivered stakeholder training and created step-by-step documentation aligned with industry regulations.
- Facilitated the seamless transition of merchants to selected payment solutions, ensuring all system requirements met compliance standards and operational guidelines.
- Created comprehensive reports on transaction volumes and payment processing efficacy, which supported compliance assessments and provided insights for ongoing operational improvements.
- Partnered with cross-functional teams to improve integration protocols and system safety.
- Escalated advanced integration issues in accordance with procedural requirements to ensure timely resolutions that align with compliance standards.
- Developed and maintained integration guides and documentation to educate technicians and team members on compliance processes and system installations.
- Translated complex technical information into clear, understandable terms for non-technical stakeholders, improving overall compliance understanding and efficiency.
Account Specialist
Abbott Cardiology
04.2022 - 11.2022
- Acted as a key liaison during high-risk deployments and logistics briefings.
- Managed multinational inbox and processed reports, orders and investigated client issues.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Using multiple software's (CRM, SAP, ESKER, Excel) for data entry and investigations into client trends.
- Collaborated with various teams to escalate and resolve client issues.
- Managed customer inquiries regarding remote cardiology technology and surgical implements eg, Merlin home monitors and dongles, stents etc.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
Technical Support Engineer
Programmed
02.2019 - 02.2022
- Collaborated with sales teams to understand customer requirements and provide technical solutions that address business needs.
- Acted as a trusted advisor during pre-sales and post-sales processes, ensuring smooth solution deployment and integration.
- Partnered with product and engineering teams to communicate customer feedback and influence product roadmap.
- Trained end users on solution functionality, deployment, and best practices.
- Led discovery sessions and technical workshops to assess business challenges and recommend scalable solutions.
- Managed multiple client engagements, ensuring timely delivery of technical components and stakeholder alignment.
- Resolved complex technical issues, acting as a liaison between clients and development teams.
Medical Administrator
Genissicare Cardiology - SJOG Hospital
04.2017 - 01.2019
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Assisted with medical coding and billing tasks.
- Processed medical insurance claims and payments.
- Registered and verified patient records before triage with most up-to-date information.
- Conducted patient intake interviews, recording and documenting relevant information.
Medical Receptionist
Wellington Medical Centre
11.2014 - 02.2017
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
- Ensured optimal use of clinic resources by tracking inventory levels and submitting supply orders when needed.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
Education
Certificate IV - Work Health & Safety
Pinnacle Safety And Training
Sydney, NSW05-2024
Bachelor of Science - Registered Nursing
Edith Cowan University
Perth, WA10.2017
Skills
- Certified in Work Health and Safety (Cert IV WHS – 2024)
- Holds a full manual ‘C’ class Australian driver’s license
- Strong interpersonal skills with a focus on stakeholder relationship management
- Clear and confident communicator, both written and verbal
- Highly adaptable with strong planning and coordination abilities in fast-paced environments
- Self-driven and solutions-focused with a proactive approach to challenges
- Proficient in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint
- Tech-savvy and quick to adopt new systems, including safety and compliance reporting tools
- Application integration
Certification
- Cert IV - Work Health and Safety
- Pinnacle Safety and Training, Sydney, NSW
Timeline
Technical Integration Specialist
MX51
11.2022 - 05.2025
Account Specialist
Abbott Cardiology
04.2022 - 11.2022
Technical Support Engineer
Programmed
02.2019 - 02.2022
Medical Administrator
Genissicare Cardiology - SJOG Hospital
04.2017 - 01.2019
Medical Receptionist
Wellington Medical Centre
11.2014 - 02.2017
Bachelor of Science - Registered Nursing
Edith Cowan University
Certificate IV - Work Health & Safety
Pinnacle Safety And Training
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