JANICE POSADAS
Condell Park,Australia
Summary
Experienced Superannuation Administrator with 16+ years of versatile expertise. Dynamic and proactive, I tackle challenges with an investigative, empathetic, and agile approach for successful outcomes. Skilled communicator driving customer and stakeholder satisfaction with excellence in resolving complex issues achieving a 98% satisfaction rate. Strategic leader optimising Client Service Delivery and coaching teams for increased productivity. Proficient in adapting to new systems and environments, swiftly mastering technical demands. My rapid learning ability and adaptability make me a valuable addition to any team, bringing a wealth of knowledge from academic and professional experiences.
Overview
24
24
years of professional experience
Work History
Case Manager
-
03.2024 - Current
- Collaborating with medical professionals to coordinate treatment plans and schedule for clients.
- Compile reports on complaint cases and submitted them to supervisors as required.
- Monitor client progress through regular follow-up contacts.
- Maintain up-to-date case records with case activity status.
- Maintaining accurate case records and documentation according to agency guidelines.
- Assess clients' application, creating a case for their required service, and treatment plans.
- Develop trusting relationships with medical partners and the Australian Taxation Office.
- Provide insight and advice to clients about tax and superannuation implications in line with company's rules and legislations.
- Facilitate communication between clients, clinic partners, GPs, and other stakeholders to ensure every application's required mandatory documentation meets the ATO criteria.
Superannuation Administrator
GROW Inc
Sydney, NSW
09.2020 - 12.2023
- Implemented system enhancements that improved processing efficiency by 20%
- Identified root causes for Incident & Risk Management and contributed to effective rectification processes
- Maintained high-level relationships, generating accurate summaries and statements for stakeholders
- Ensured accurate processes of refunds, funds and contributions allocations
- Executed adequate and accurate client’s records and file notes, Investment Switches new Insurance covers
- Proficient in Microsoft 365, testing systems and software such as JIRA, SQL and SAP CRM
- Managed SuperStream and SuperChoice and Online Verification (KYC, ATO and Green ID)
- Provided day to day supervision to team’s daily workflow is within company standards and timeframes
- Liaised electronically, verbally & personally whilst maintaining high standard relationship with clients and stakeholders and actively collaborated with other departments to accomplish company’s projects
- Managed my workload effectively, completing delegated tasks and projects accurately and on time, which allowed me to dedicate additional time to assisting my team
Domestic Engineer & Full-time Mother
Bubba & Co
Melbourne, VIC
11.2016 - 09.2020
- Empathy and emotion understanding
- People analytics
- Perfecting the art of body language
- Problem-solving and Multitasking
- Communication and effective negotiation
- Event and project management
- Handling budgets and delegation
- Crisis and unfortunate events management
- Ability to influence and Mentoring
- Planning, prioritisation and situational adaptation
- People management and high patience performance
Superannuation Administrator
Insignia Financial
Hobart, TAS
08.2012 - 11.2016
- Managed over 500 complex payment transactions monthly, with a 97% accuracy rate
- Cross-functional (Insurance Team, Investment Team, Customer Service Relations)
- Delegated authorising payments for DASP, Financial Hardships, Compassionate Grounds, KiwiSaver and Family Law
- Administered a procedure streamlining processing payments achieving greater time efficiency and productivity
- Provided training and supervising new team members
- Delegated first point of contact of Customer Service Officers, trainees and team colleagues
- Ensured team’s integrity of inputting complete-data, allocations of contributions, investments, shares, funds, stocks and all transactions are inlined within company’s procedure and in compliance 96% accuracy rate
- Supervised the team's daily workflow, ensuring compliance with company standards and timeframe
- Ensured team activities and procedures were performed within the compliance framework
Sales Executive
Paspaley Pearls Boutique
Broome, WA
01.2012 - 07.2012
- Built and maintained strong customer relationships to drive repeat business and customer loyalty
- Kept track of inventory, restocking merchandise, and coordinating with other team members to ensure product availability
- My role involved supervising staff and managing the busy flow of the showroom
- Well as welcoming and assisting customers, showcasing and selling products, providing personalised recommendations, processing sales transactions, maintaining the boutique's appearance and staying informed about jewellery trends and brand information to offer exceptional customer service
Tourism Officer
Visitor Information Centre
Derby, The Kimberley WA
03.2011 - 01.2012
- Handled every issue or concern from visitors with professionalism and efficiency, seeking to resolve them to their satisfaction
- Provided exceptional customer service to ensure that visitors have a memorable and enjoyable stay in The Kimberley
- Attended to inquiries via phone, email, or in person, and providing personalised recommendations based on visitors' interests and preferences
- Maintained updated information on tourist attractions, indigenous experiences, scenic tours
- Collaborated with local businesses, tour operators, indigenous communities, and tourism partners to promote The Kimberley as a premier tourist destination
- Composed and generated tailored itineraries including highlighted unique offerings of the area
Superannuation Administrator
Insignia Financial
Hobart, TAS
01.2004 - 03.2011
Customer & Gaming Attendant
Hobart Casino
Hobart, TAS
06.2000 - 01.2004
Education
Diploma -
Business Management
Diploma -
Business Administration
Diploma -
Hospitality & Tourism Management
Certificate IV -
Mental Health
Computer Science
CS50 - Introduction
OnlineSkills
- Emotional intellect
- Multitasking and time management
- Collaborative problem solving
- Investigative and critical thinking
- Flexibility and adaptability
- Agile and tenacious mindset
- Interpersonal relationships
- Financial Services Industry
Timeline
Case Manager
-
03.2024 - Current
Superannuation Administrator
GROW Inc
09.2020 - 12.2023
Domestic Engineer & Full-time Mother
Bubba & Co
11.2016 - 09.2020
Superannuation Administrator
Insignia Financial
08.2012 - 11.2016
Sales Executive
Paspaley Pearls Boutique
01.2012 - 07.2012
Tourism Officer
Visitor Information Centre
03.2011 - 01.2012
Superannuation Administrator
Insignia Financial
01.2004 - 03.2011
Customer & Gaming Attendant
Hobart Casino
06.2000 - 01.2004
Diploma -
Business Management
Diploma -
Business Administration
Diploma -
Hospitality & Tourism Management
Certificate IV -
Mental Health
Computer Science
CS50 - Introduction
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