Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Jenily Carbonaro

Summary

Senior Service Delivery Manager with extensive experience in IT solutions, client services, insurance claims, and project management. Proven ability to manage high-profile clients, lead teams, and deliver exceptional service. Recognized for excellence with a Service Delivery Manager of the Year award.

Overview

1
1
Certification

Work History

Senior Service Delivery Manager

Fusion5
  • Provide IT solutions to approximately 60 clients in the NetSuite pillar.
  • Conduct monthly partner meetings online and onsite.
  • Manage smaller projects and implementations including work orders, budgets, and change requests.
  • Handle day-to-day escalations and complaints.
  • Liaise with Tier 1–3 clients including CFOs and COOs.
  • Perform incident management via 'Infusion' dashboard.
  • Awarded Service Delivery Manager of the Year and promoted to Senior Service Delivery Manager.
  • Review partner contracts, approve invoices, train new delivery managers, and assist with RFPs.

Client Services Manager

Ezy Projects
  • Managed portfolios for three high-profile insurers.
  • Brought a prominent strata insurer onboard, contributing to company growth.
  • Handled complex claims and complaints, including AFCA cases.
  • Built strong relationships with builders, subcontractors, and specialists.
  • Mentored and trained staff, led the admin team.
  • Participated in industry meetings on trade shortages and supply issues.
  • Temporarily filled operational leadership role.
  • Reviewed contracts and ensured KPI adherence.

Customer Service Representative

Service NSW
  • Delivered high-level customer service across registration, licensing, maritime, and fair trading.
  • Managed cash handling, EFTPOS transactions, and multiple computer systems.
  • Negotiated with diverse customers daily.

Specialist Engagement Officer

Sergon Building Consultants
  • Managed insurance claims for large multinational clients.
  • Coordinated inspections with engineers, trades, and assessors.
  • Reviewed reports and formulated scopes of work.
  • Worked through CAT events including Cyclone Marcia and Victorian bushfires.
  • Provided professional customer service during emergencies.
  • Liaised with councils, certifiers, and subcontractors.

Senior Short Haul Flight Attendant

Qantas Airways
  • Managed economy cabin operations and passenger safety.
  • Delivered superior customer service and handled emergencies.
  • Supported passengers during challenging events including post-9/11 flights.

Various Roles

NRMA Insurance
  • Held roles including Sales and Service Consultant, Motor Claims Officer, and Country Depot Support Officer.
  • Managed claims, underwriting, and customer service.
  • Trained colleagues in call center operations.

Education

Travel Agent Diploma - undefined

TAFE

Higher School Certificate - undefined

Mosman High School
01.1991

Skills

  • Microsoft Office Suite
  • Netsuite
  • Time Management
  • Attention to Detail
  • Written and Verbal Communication
  • Project and Claim Management

Certification

  • Insurance Customer Service Underwriting
  • Red Cross First Aid Course
  • Qantas Safety & Emergency Procedures
  • Qantas Food and Beverage Customer Service
  • Asbestos Awareness
  • Fair Trading Certifications
  • Certificate of Registration in Strata Assistance

Accomplishments

Award received last year for Service Delivery Manager of the year

Timeline

Senior Service Delivery Manager

Fusion5

Client Services Manager

Ezy Projects

Customer Service Representative

Service NSW

Specialist Engagement Officer

Sergon Building Consultants

Senior Short Haul Flight Attendant

Qantas Airways

Various Roles

NRMA Insurance

Travel Agent Diploma - undefined

TAFE

Higher School Certificate - undefined

Mosman High School

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Jenily Carbonaro