Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
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JACLYN WHYKES

Melbourne,VIC

Summary

Experienced professional in fast-paced, complex technology environments, with strong analytical and problem-solving skills. Demonstrated self-leadership and exceptional communication abilities, excelling in stakeholder engagement and management. Possesses strong commercial acumen and is highly self-organised, consistently delivering high-quality solutions.

Overview

13
13
years of professional experience

Work History

Dispute Resolution Specialist

Australian Financial Complaints Authority (AFCA)
Melbourne, VIC
05.2023 - Current
  • As a DRS, I apply my analytical and problem-solving skills to resolve complex and sensitive complaints in the superannuation and life insurance sector. I collaborate with various stakeholders, including consumers, financial firms, regulators, and ombudsmen, to achieve fair and timely outcomes that comply with the law and industry standards.

Executive Assistant

Erilyan
South Yarra, VIC
12.2022 - 04.2023
  • Provided administrative support for five directors in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.
  • Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.

Case Manager

Australian Retirement Trust
Brisbane, QLD
10.2021 - 05.2022
  • Managing a portfolio of over 200 claims, complied and adhered to all relevant legislation, policy and Trust Deed requirements to provide a timely outcome for both internal and external stakeholders.

Case Manager

Aware Super
Melbourne, VIC
05.2020 - 10.2021
  • Experienced and highly organised case manager with a proven track record of managing a portfolio of over 150 insurance cases, claims, and family law files.

Case Manager

LINK Group
Melbourne, VIC
05.2019 - 05.2020
  • Managing a diverse portfolio of over 120 claims, including Death, Terminal Illness, Income Protection, and Total and Permanent Disability. Proficient in assessing, processing, and resolving complex claims with a strong focus on compliance, accuracy, and timely outcomes. Skilled in empathetic communication and providing support to clients during difficult times, ensuring a high level of stakeholder satisfaction.

Superannuation Administrator

LINK Group
Melbourne, VIC
01.2018 - 05.2019
  • Managing and administering superannuation funds in compliance with business rules, legislation, policies, and trust deeds. Proficient in processing contributions, benefit payments, and member queries while ensuring adherence to regulatory requirements.

Logistics Specialist

IBM
Ballarat, VIC
03.2016 - 01.2018
  • Detail-oriented logistics specialist, experience in managing and optimising supply chain operations. Proficient in coordinating transportation, inventory management, and warehouse operations to ensure timely and cost-effective delivery of goods. Demonstrated ability to develop and implement efficient logistics strategies, resulting in improved operational performance and reduced costs.

Senior Hairdresser

The Cutters Chair
Ballarat, VIC
09.2011 - 11.2015
  • Senior hairdresser, provding exceptional hair care and styling services. Adept at cutting, coloring, and styling hair, with a strong focus on customer satisfaction and personalised service.

Education

Bachelor of Business (Management) - Currently enrolled

Swinburne Online
Melbourne
02-2025

Project Management Foundations -

Project Management Institute
07-2024

RG146 Qualification in Superannuation -

ASFA
07.2021

Certificate II & III in Hairdessing -

ICP Hair Academy
11.2014

Skills

  • Risk Management
  • Strategic Planning
  • Root Cause Analysis
  • Conflict Management
  • Agile and Waterfall Methodology
  • Performance Improvements
  • Microsoft Office Suite expert
  • JIRA and Power BI Systems
  • Stakeholder relationships
  • Negotiating
  • Written and verbal communication skills
  • Interpersonal communication skills
  • Analytical problem-solving skills

Additional Information

  • Customer First Award (LINK Group)
  • Apprentice of the year 2012 (ICP Hair academy)

References

Available upon request

Timeline

Dispute Resolution Specialist

Australian Financial Complaints Authority (AFCA)
05.2023 - Current

Executive Assistant

Erilyan
12.2022 - 04.2023

Case Manager

Australian Retirement Trust
10.2021 - 05.2022

Case Manager

Aware Super
05.2020 - 10.2021

Case Manager

LINK Group
05.2019 - 05.2020

Superannuation Administrator

LINK Group
01.2018 - 05.2019

Logistics Specialist

IBM
03.2016 - 01.2018

Senior Hairdresser

The Cutters Chair
09.2011 - 11.2015

Bachelor of Business (Management) - Currently enrolled

Swinburne Online

Project Management Foundations -

Project Management Institute

RG146 Qualification in Superannuation -

ASFA

Certificate II & III in Hairdessing -

ICP Hair Academy
JACLYN WHYKES