Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Isabella Merrill

Glebe

Summary

Motivated and empathetic Member Services Team Leader and Complaint Manager with extensive experience leading a team of 5, overseeing personal development, hiring, and training. Skilled in streamlining processes and applying a deep knowledge of superannuation to effectively assist clients. Known for excellent interpersonal skills, a keen attention to detail, and a commitment to delivering exceptional service. Currently completing a psychology degree and eager to transition into a role that combines my passion for helping others with my academic background. Seeking opportunities to leverage my expertise in people management, communication, and psychological insights to make a meaningful impact in a field that aligns with my values.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Complaints Manager and Member Services Team Leader

Professional Superannuation Pty Ltd
02.2022 - Current
  • Oversaw the recruitment, hiring, onboarding and ongoing professional development for new team members, helping build a skilled workforce committed to delivering excellent results for our organisation's members.
  • Developed training materials for staff to improve service delivery standards.
  • Facilitated cross-departmental collaboration for seamless service integration.
  • Prepared written correspondence to address complex and sensitive customer complaints and inquiries, in line with the organisation's Internal Dispute Resolution (IDR) procedure.
  • Maintained strong relationships with key stakeholders within the organisation, working together to address systemic issues contributing to customer dissatisfaction.
  • Ensured compliance with regulatory requirements by maintaining accurate documentation of all complaint investigations and resolutions.

Customer Service Supervisor

Ritchies IGA
03.2019 - 02.2021
  • Handled customer complaints and concerns with quick resolution
  • Counted registers and float for beginning of shift with start money and balanced and reconciled registers and float at end of shift.
  • Supervised store opening and closing procedures
  • Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.

Cafe All-Rounder and Barista

The Smelly Cheesecake
12.2019 - 09.2020
  • Maintained calm demeanor during high-volume periods.
  • Monitored cafe for seating availability, safety and wellbeing of guests during peak times of the COVID-19 pandemic.
  • Trusted with own set of keys to independently open and close store.

Cafe All-Rounder

Gloria Jeans Coffee
03.2017 - 06.2018
  • Operated POS system in a fast and demanding environment.
  • Opened or closed cafe according to daily checklists to keep establishment safe, organised and customer-ready.

Education

Bachelor of Psychology (Honours) -

Macquarie University
11-2025

St Francis Xavier's College
2019

Skills

  • Complaint handling
  • Excellent verbal and written communication
  • Relationship building
  • Team development
  • Administration and reporting
  • Problem-solving aptitude
  • Performance management and team development
  • Strong communication skills
  • Meticulous attention to detail

Certification

RG146 Compliance Training - ASFA, 2023
Gained comprehensive knowledge of financial services regulations, including compliance with industry standards and the provision of financial advice.


Death Benefits Claims Handling Masterclass - ASFA, 2023

Acquired in-depth knowledge of the processes involved in death benefits claims, including legal considerations, claim assessments, and compliance requirements within the superannuation industry.

Timeline

Complaints Manager and Member Services Team Leader

Professional Superannuation Pty Ltd
02.2022 - Current

Cafe All-Rounder and Barista

The Smelly Cheesecake
12.2019 - 09.2020

Customer Service Supervisor

Ritchies IGA
03.2019 - 02.2021

Cafe All-Rounder

Gloria Jeans Coffee
03.2017 - 06.2018

St Francis Xavier's College

Bachelor of Psychology (Honours) -

Macquarie University

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Isabella Merrill