Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

JESSICA WATERMAN

Toronto,NSW

Summary

I am a sincere, loyal, dedicated and constant employee has a great deal of ambition. I have with extensive experience in Financial Services Indusrty specifically relating to Financial Planning Advice/ Implementation of Complex financial planning advice as well as the Hair and Beauty industry specifically relating to small business management.

I love to learn and am always up for a challenge.

I get along well with others whilst working efficiently and effectively on my own.

I have excellent communication skills both verbally and written. I am quite comfortable in communicating with others.

I have also carried out managerial roles within salon roles and departmentas and roles evolving communicating with stake holders, advisers and clients .

I have experience with using software programs including Microsoft programs (Word, Excel, PowerPoint and Outlook) as well as experience in point of sale systems across a number of applications and CRM systems (XPlan, Advice Intelligence, SAMI, ThinkCaddie, Google drive and many more.

I strive to consistently reach set KPI's and deadlines with my natural strong work ethic and attitude as well having willingness to recognize feedback and develop my skills.

Overview

7
7
years of professional experience

Work History

Adviser Services & UK Pension Administration

Shartru Wealth Management
Belmont, NSW
03.2024 - Current
  • Implementation of Complex Financial Planning advice relating to the Transfer of UK Pension Funds to Australia
  • Liaising with UK Trustees, SMSF Administrators, Financial Planners, Clients to ensure smoothly and Timely Implementation of Financial Planning advice
  • Assisting with Administration duties relating to Clients SMSF.
  • Completing application processes across multiple platforms inclusive of UK SIPP applications, QROPS applications, Investment Platform Applications. (e.g. Pensions, Xplore, The Term Deposit Shop, HMRC Documents, Novia Global)
  • Establishment of Bank Accounts associated with Clients SMSF's inclusive of Foreign Currency accounts.
  • Ensuring smooth Administration of Statements of advice for clients and Records of advice adhering all legislative compliance requirements are meet.
  • Liaising directly with clients to provide support and point of contact throughout the advice implementation process.
  • Execution of Transferring of Clients UK pension funds to adhere to relevant taxation laws in relation to NCC and AFE Contribution Caps to ensure tax effective transfers.
  • Providing instruction to Investment platforms regarding Selldown, vesting and rebalancing of portfolios as required.
  • Completing relevant Super and Insurance queries for client's as required.
  • Liaising with Superannuation funds to ensure smooth and efficient transfers to SMSF accounts.
  • Assisting clients with Execution of SMSF establishment documents
  • Assisting advisers with completion of SMSF investment strategies and generation of relevant corporate trustee documents.
  • Organized, maintained and updated Authorized representatives and client records in database system. e.g XPlan, Advice Intelligence, SAMI, ThinkCaddie, Google Drive, Xplore, IPensions and many more.
  • Managed incoming calls from existing customers seeking assistance or information.
  • Answered phone calls, emails, live chats and other forms of communication from customers in a timely manner.
  • Maintained up-to-date knowledge of company's products, services, policies and procedures.
  • Collaborated with colleagues across departments to resolve complex customer issues.
  • Collected deposits or payments and arranged for billing.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Adhered Service standards and expected timelines to ensure effective implementation process for clients.
  • Adhered Client 'Best Interest' Legalistic requirements at all times.
  • Mentored junior team members and managed employee relationships.
  • Generated periodic performance reports for clients based on their investments.
  • Prepared presentations and other materials needed for client meetings.
  • Attended seminars and workshops to stay up-to-date with industry changes and regulations.
  • Created spreadsheets using Microsoft Excel for tracking investment performance over time.
  • Simplified complex financial terminology and concepts to support client comprehension and informed decision-making.

Adviser Services Trainee

Shartru Wealth Management
Belmont, NSW
11.2022 - 09.2023
  • Provided superior client services functions to support the Company Network in a timely and agreed manner.
  • Assisted and supported the Adviser Services team, as required.
  • Completion of the Company Onboarding and Offboarding process for Authorized Representatives in an efficient and effective manner.
  • Assist in organizing appropriate Xplan licensing as advisors join the group or report when their Xplan requirements have changed.
  • Support the Adviser Services Team to ensure that the training internal and external requirements are current, and CPD points are up to date and registered as required.
  • Assist with internal network intranet communications, delivered efficiently and effectively to the network, inclusive of quality content assurance.
  • Ensure all general obligations and organizational competence is being adhered aspects to in all aspects of each authorized representative's duties to.
  • Maintain up to date knowledge of legislation and Best Practice Methodologies.
  • To assist and complete booking travel and accommodation for our senior management as required.
  • Actively promote the Company with social media efforts including twitter, Google+, LinkedIn & Facebook.
  • Maintained client financial records and documents, ensuring accuracy and confidentiality.
  • Processed transactions such as deposits, withdrawals, transfers and loan payments.
  • Provided administrative support to Financial Planners by preparing reports, collecting data and scheduling appointments.
  • Generated periodic performance reports for clients based on their investments.
  • Prepared presentations and other materials needed for client meetings.
  • Responded promptly to client inquiries regarding their accounts or financial plans.
  • Interpreted complex legal documents related to trusts or wills.
  • Provided technical assistance in setting up online access for clients' accounts.
  • Studied administrative office tasks and integrated changes, boosted overall efficiency.
  • Implemented financial planning recommendations.
  • Assisted with the preparation of financial plans for clients, researching product options to meet their needs.
  • Gathered all important information, which included various reports for prospective lead and current client meetings.
  • Enforced compliance with state and federal regulations, statutes and company policies.
  • Gathered and distilled financial data, preparing reports and presentations for periodic leadership reviews.
  • Collaborated with financial team to define and modify best practices, document procedures and address business objectives.
  • Implemented financial plans and insurance strategies specifically tailored to client's financial goals.

Senior Hairstylist/2IC Manager

Christopher Pooley
HOLT, ACT
08.2018 - 08.2022
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Developed lucrative marketing plans to maximize profits.
  • Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
  • Sanitized workstations and salon equipment to reduce risk of infection.
  • Pre-booked future appointments to increase repeat business.
  • Pursued continuing education and training to stay up to date with new trends and techniques.
  • Cultivated strong value-added relationships with customers by delivering accurate service and product knowledge to drive earnings.
  • Styled and designed traditional and contemporary hairstyles for men and women daily.
  • Recommended treatment and styling products to customers to meet current needs or resolve specific concerns.
  • Selected hair colors, products and services based on customer preference and individually designed hair care plan.
  • Set up workstation and treatment room with products, equipment and supplies to facilitate services .
  • Supervised front-end of salon, booked appointments, inventoried sales area and coordinated employee schedules to maximize operations.
  • Recommended hair styles to compliment clients' facial features and coloring.
  • Designed and recommended home hair care regimens and treatments to meet individual customer needs.
  • Sold conditioner, shampoo, hair treatment and styling products to educate clients on proper hair care.
  • Mentored new staff to enhance personal growth and increase productivity.
  • Followed updated techniques to color and treat hair and produce consistent results.
  • Followed trends in hairstyling techniques to increase customer satisfaction and attract new demographics.
  • Fostered clean and sanitary work environment to protect customers and staff from infection.
  • Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
  • Responded to customer inquiries by phone, email and in person.
  • Proficient in full range of color, cutting, chemical and styling services.
  • Collected payment from customers and scheduled next appointments.
  • Created hairstyles for formal events, including weddings and formals.

Customer Service Representative

Commonwealth Bank Of Australia
Macquarie, ACT
04.2017 - 01.2018
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Made outbound calls to obtain account information.
  • Developed strong customer relationships to encourage repeat business.
  • Explained benefits, features and recommendations to maximize client retention.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Set up and activated customer accounts.
  • Improved customer service wait times to mitigate complaints.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Organized client contracts, records and reports to strengthen traceability.
  • Exceeded company productivity standards on consistent basis.
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Reconciled cash and checks against computer records at end of shift.
  • Responded and assisted customers with account inquiries and updates.
  • Entered transactions into computer and issued customer receipts.
  • Explained bank services, financial products and applicable fees to customers.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Opened new checking, savings and lines of credit for customer accounts.
  • Took on additional shifts during busy periods to minimize staffing shortages.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Maintained confidentiality of bank records and client information.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Adhered to financial services security and audit procedures.
  • Trained employees on cash drawer operation.
  • Built and maintained client relationships through quality, personalized interactions.
  • Delivered exceptional service to customers in person or over telephone.
  • Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
  • Entered customer transactions into computers to record transactions and issue computer-generated receipts.

Education

Certificate IV in Business Administration - Business Administration

ACCM College
Online
08-2023

Certificate III in Financial Services

Commonwealth Bank of Australia
In Person & Online
11-2017

DIPLOMA - Specialized Services Makeup

ABTA
PHILLIP ACT
09.2014

CERTIFICATE 3 (TRADE) - HAIRDRESSING

CIT
REID ACT
07.2012

CERTIFICATE 3 (TRADE - HAIRDRESSING AND BARBERING

TAFE
ORANGE
09.2011

FORBES HIGH SCHOOL
01.2009

Skills

  • Issue and conflict resolution
  • Sales Techniques
  • Marketing
  • Brand management
  • Organizational skills
  • Reliable & trustworthy
  • Good work ethic
  • Outstanding customer service
  • Problem resolving
  • Training staff
  • Customer friendly
  • Perform well in high-demand, fast-paced environments
  • Tax planning (Foreign Super Taxation)
  • Telephone and email etiquette
  • Meeting Scheduling
  • Skilled in Xplan, Advice Intelligence, SAMI, ThinkCaddie, Xplore, Google Drive, Microsoft Suite and many more
  • Portfolio Management
  • Document Preparation
  • Accurate record keeping
  • Verbal and written communication
  • Report creation
  • Client Relationship Building
  • Technical Proficiency
  • Analytical Thinking
  • Problem-solving abilities

Accomplishments

  • Statement of Attainment in Peer Literacy tutoring
  • Attendance certificate in Long Hair Techniques
  • Certificates of Achievement with KEUNE for broad range of hair colouring short courses
  • (e.g
  • Flawless Blondes and trend collections)
  • Hairdressing Apprentice 1st & 2nd year, Total Hair Retreat Forbes 2010-2012
  • Completion of Certificate III in hairdressing at TAFE NSW
  • Recipient of Mick Young Scholarship for studies in Cert 3 hairdressing
  • Gained customer service skills, time management skill
  • Gained experience in communication through answering phones and greeting clients and ensuring that their needs where meet
  • Carried out computer tasks and completed transactions (including till balancing and end of day figures)
  • Gained experience with working with others
  • Carried out cleaning and general hygiene duties
  • Hairdressing Apprentice 3rd & 4th year, Prink Hairdressing 2012-mid 2013
  • Completion of Certificate III in hairdressing at TAFE NSW
  • Expanded on skills already gained through previous employment in this area
  • Gained more experience in customer service and developed on hairdressing skills including colouring and cutting
  • Hairdressing Apprentice 4th year/ senior hairdresser, Lanyon Hair Centre
  • Mid 2013-2015
  • Completion of Certificate III in hairdressing at TAFE NSW
  • Completion of Certificate III in hairdressing with CIT
  • Expanded on customer service skills, time management skill
  • Gained more experience with working independently by conducting services on clients by self, also while still gaining experience working as a part of a team
  • Gained more experience with conducting financial transactions, and till balancing
  • Also, gained experience with stock take management (ordering and counting stock levels)
  • Hairdressing senior stylist/head colourist, Antics Hair 2015-2016 held Certificate III in hairdressing in NSW & ACT
  • Expanded on customer service skills, time management skill
  • Gained more experience in communication through role as head colourist through communicating with clients to ensure satisfaction with services and through communicating with other staff members giving direction on services to carry out
  • Gained more experience in stock take through monitoring and ordering new stock when required
  • Gained a broader understanding of social networking for business’ through managing Salon’s Instagram and Facebook accounts to attract new customers and engaging existing clients
  • Also, developed on leadership skills through staff meetings by leading weekly meetings and addressing issues within the salon and developing solutions for issues brought ahead
  • Senior Hairstylist / Makeup Artist, Lanyon Hair Centre
  • Mid 2016- Current Holding Certificate III in hairdressing
  • Completed a Diploma of Specialized Make-up services
  • Expanded on customer service skills, time management skill
  • Developed on communication skills through conducting skin care and makeup services, advising clients on suitable services for their individual needs
  • Developed further on leadership skills through management roles carried out including supervising salon and staff members, handling complaints etc., opening and closing duties including till balancing and daily figures, providing reports to business owners on daily on goings and figures
  • Training and providing direction to other staff members, through one on one skill training with juniors (teaching colouring and cutting) and consultation advise to other seniors to help achieve requested services by clients.
  • Completion of Business Administration IV certificate and Traineeship

References

Christopher Pooley (Owner of Sculptures Canberra)

PH: 0411529911

email: sculpturescanberra@gmail.com

Professional Reference

Jacqueline Golikov (Client Services Manager - Lake Financial Planning / Shartru Wealth Management)

PH: 0408209974

Email: Jgolikov84@gmail.com

Professional Reference

Timeline

Adviser Services & UK Pension Administration

Shartru Wealth Management
03.2024 - Current

Adviser Services Trainee

Shartru Wealth Management
11.2022 - 09.2023

Senior Hairstylist/2IC Manager

Christopher Pooley
08.2018 - 08.2022

Customer Service Representative

Commonwealth Bank Of Australia
04.2017 - 01.2018

DIPLOMA - Specialized Services Makeup

ABTA

CERTIFICATE 3 (TRADE) - HAIRDRESSING

CIT

CERTIFICATE 3 (TRADE - HAIRDRESSING AND BARBERING

TAFE

FORBES HIGH SCHOOL

Certificate IV in Business Administration - Business Administration

ACCM College

Certificate III in Financial Services

Commonwealth Bank of Australia

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JESSICA WATERMAN