Jackeline Laso

• Account managed a portfolio of Super Fund clients with a combined value of over 10 million per year in re-occurring revenue.
• Built strong relationships with key clients through active listening, clear communication, and effective problem-solving, fostering trust, satisfaction, and long-term retention.
• Introduced clients to software features that increased superfund member sign-ups, boosting their transaction volumes and generating additional revenue for both the client and the company.
• Collaborated with internal product and implementation teams to support the successful delivery of client projects, including new client onboarding and expanding services for existing clients.
• Prepared monthly governance reports on account performance, providing insights on transaction volumes, KPIs, as well as service and system SLA's.
• Chaired monthly governance meetings with key clients, reviewing monthly KPI & transaction reports, discussing upcoming projects and initiatives, gathering service feedback, and providing a forum for clients to raise concerns, ensuring service continuity and accountability.
• Served as the escalation point for client issues, ensuring timely resolution and transparent communication, including detailed incident reports outlining causes and resolutions.

Company Overview: SuperChoice Services provides eBusiness transaction solutions to the Superannuation and related industries.

• Managed and maintained the relationship for several key accounts (QSuper, MYOB, Xero).
• Customer Support through phone and email (Zendesk) assisting users with product usage, functionality and trouble-shooting.
• Liaised with internal teams to resolve payments or software issues/bugs quickly and efficiently (Jira).
• Provided exceptional client support through prompt response to inquiries and issue resolution.
• Facilitated seamless communication between clients and internal teams, ensuring clarity and understanding of service offerings.
• Implemented improvements to business processes for streamlined and efficient operations.
• Provided output and KPI reports for governance objectives in accordance with client accounts.
• As senior staff member, facilitated team training and assisted with complex queries.
• Developed training materials for new hires, fostering a knowledgeable team environment focused on client care.
• Delivered outstanding customer service consistently exceeding expectations.
• Developed and implemented workflow policies and procedures.
• Onboarded and implemented strategies for new clients focused on assistance and continual support.
• Provided support and assumed leadership responsibilities to assist team managers on several occasions.

• Company Overview: Russell Investments is a global asset management firm providing investment consulting and other financial services to intuitional investors and to individuals through a network of partners.
• Achieved daily reconciliation and reporting in line with business KPIs.
• Supported and resolved client queries via email.
• Facilitated team training and assisted in the resolution of processing issues.
• Prepared Plan Manager or procedure updates.
• Prepared and processed high volume monthly direct debits.
• Resolved unallocated contributions.
• Executed daily administrative tasks efficiently, maintaining organised records of client interactions and service requests.
• Assisted in the onboarding process for new clients, enhancing their initial experience with services provided.

• Company Overview: With A Twist Productions provided entertainment in a variety of forms at corporate events, festivals and cabaret shows.
• Creative director and producer of shows for corporate events, festivals and cabaret.
• Responsible for providing content for press releases, promotional material and website.
• Organised all invoicing, business activity statements, accounts receivable/payable, and travel itineraries.
• Organised and liaised with partner businesses to deliver scheduled productions.
• Coordinated production schedules to ensure timely project execution.
• Collaborated with creative teams to align vision and deliverables.

• Company Overview: Mercer is a global company specialising in outsourcing, HR and related financial advice, products and services.
• Reconciliation of bank account and contributions received.
• Liaised with clients and employers to follow up on outstanding information.
• Peer reviewed account updates for accumulation and defined benefit plans.
• Resolved high unallocated contributions.
• Managed fund administration processes ensuring compliance with regulatory standards.
• Executed daily transactions and reconciliations for various investment vehicles.

• Company Overview: Cellarmasters is the world’s largest merchant of home delivered wine. The business is built on the back of relationships forged over 35+ years with Australia’s best winemakers and growers.
• Successfully managed a designated members list of 800 elite and premium wine customers.
• Developed strong knowledge of wine varieties to provide tailored recommendations to clients.
• Sold in excess of $15,000 of wine a month as a casual 3 to 4 days a week, often exceeding targets.
• Conducted special event wine sampling sessions.
• Distinctions in Bronze & Silver Wine Education Courses. Studies covering both National Wine knowledge and appreciation.