Summary
Overview
Work History
Education
Skills
Certification
Languages
Core Competencies
References
Timeline
Generic

Karley Bryce

Brisbane,QLD

Summary

I am a results-driven Senior Client Services Officer and Escalations Specialist with extensive experience resolving complex client issues through tailored, empathetic solutions. Proven expertise in managing high-pressure environments while maintaining exceptional service and client loyalty. Accomplished Senior Superannuation Specialist skilled in compliance, administration, and portfolio management. Entrepreneurial and adaptable, with a successful background in online business ownership. Demonstrated leadership and strategic planning capabilities as President of a local BMX club, fostering strong community and stakeholder relationships. Committed to delivering operational excellence and building lasting partnerships.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Client Services Officer / Escalations Specialist

DDH Graham now SS&C Technologies
06.2023 - Current
  • Recognised as a top performer over a 2-year period, leading to promotion and expanded responsibilities in escalation handling and stakeholder engagement
  • Handle escalated cases with professionalism, empathy, and strong attention to detail to ensure client, business and adviser satisfaction
  • Collaborate closely with clients and advisers to understand complex needs and deliver tailored, outcome-driven solutions
  • Provided exceptional client support, addressing inquiries and resolving issues promptly.
  • Facilitated efficient communication between clients and internal teams to enhance service delivery.
  • Apply strong communication and problem-solving skills to maintain high client satisfaction
  • Analyzed client feedback to identify service improvements and implement effective solutions.
  • Mentored junior staff in client management best practices to promote team development.
  • Successfully manage responsibilities typically distributed between multiple roles simultaneously, maintaining service quality and performance standards despite reduced staffing and a in a lean operating environment
  • Developed training materials for staff on client service protocols and system usage.
  • Led initiatives to streamline workflows, enhancing overall operational efficiency within the team.
  • Implemented process improvements to enhance overall client services team performance and productivity.
  • Enhanced customer satisfaction by resolving complex account issues and providing exceptional service.
  • Mentored junior team members by sharing industry knowledge and best practices for exceptional customer service delivery.
  • Built strong relationships with clients through effective communication and understanding their needs.
  • Identified business challenges and presented solutions to challenges.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Leverage advanced communication and problem-solving skills to resolve issues efficiently and effectively
  • Build and maintain strong client relationships to foster trust, loyalty, and long-term engagement
  • Thrive in high-pressure environments by managing multiple competing priorities with precision and focus
  • Consistently deliver exceptional service and support in a dynamic, fast-paced setting

Client Services Officer

DDH Graham Now SS&C Technologies
06.2023 - 01.2024
  • Delivered high-quality service by responding to client enquiries, managing account information, and ensuring compliance with superannuation regulations and internal policies
  • Processed client requests and transactions accurately and efficiently, maintaining data integrity and audit readiness
  • Collaborated with internal departments and key external stakeholders, including financial advisers and trustees, to resolve complex issues and support seamless service delivery
  • Managed client expectations with professionalism and transparency, contributing to enhanced satisfaction, trust, and long-term relationship retention
  • Maintained detailed and accurate client records in accordance with regulatory and organisational standards
  • Facilitated communication between clients and internal teams to resolve inquiries efficiently.

President

Ipswich BMX Club
01.2017 - 12.2023
  • Provided strategic leadership and operational oversight for the club, including committee coordination, event planning, and stakeholder engagement
  • Acted as primary liaison with local council on facility development, infrastructure projects, and community partnerships
  • Successfully managed grant applications and funding opportunities, contributing to the club’s financial sustainability and growth
  • Oversaw financial operations using Xero Accounting, including budget management, reporting, and preparation for annual audits
  • Led initiatives to grow membership and improve retention through targeted outreach, communication, and community engagement
  • Managed day-to-day operations of weekly events, including volunteer coordination, logistics, and compliance with safety and regulatory standards
  • Maintained compliance with government and sporting body requirements, including Blue Card (working with children) clearances, insurance, and governance policies
  • Directed social media strategy and communications to ensure timely, relevant updates for members and the broader community
  • Led strategic initiatives to enhance club membership and engagement.
  • Developed and implemented operational policies to streamline event management processes.
  • Facilitated collaboration between board members and volunteers to achieve organisational goals.
  • Oversaw financial planning, budgeting, and resource allocation for club activities.
  • Established partnerships with local businesses to secure sponsorships and funding opportunities.

Education

Certificate III - Pathology Collection

Health Industry Training
Brisbane
09.2023

Diploma - Financial Planning

Southern Cross University
Brisbane

Diploma - Health

Endeavour College
Brisbane, QLD

Skills

  • Organisational & Time Management
  • Multitasking & Task Focus
  • Teamwork & Collaboration
  • Verbal & Written Communication
  • Client Relationship Building
  • Customer Service Excellence
  • Interpersonal & Stakeholder Engagement
  • Xero Accounting, Bluedoor, Microsoft Office
  • Bookkeeping & Administrative Support
  • Financial Planning & Superannuation Law
  • SMSF Administration & Compliance
  • Insurance & Escalation Management

Certification

  • First Aid Certificate Issued by St Johns Ambulance Current I keep this regularly updated as part of my role at Ipswich BMX Club
  • Diploma in Financial Planning Issued by Southern Cross University
  • Diploma in Health Science Issued by Endeavour College
  • Drivers Licence

Languages

English

Core Competencies

  • Proven performance under pressure
  • Skilled in fast-paced environments
  • Strong interpersonal and communication skills
  • Demonstrated leadership capabilities
  • Highly resilient and adaptable
  • Advanced problem-solving skills
  • Detail-oriented with a focus on accuracy
  • Well-developed organisational and planning skills

References

Professional

Max Quilliam 

Team Leader - SSC Technologies

0436 339 128


Personal

Aaron Tymms

0405 179 107


Timeline

Senior Client Services Officer / Escalations Specialist

DDH Graham now SS&C Technologies
06.2023 - Current

Client Services Officer

DDH Graham Now SS&C Technologies
06.2023 - 01.2024

President

Ipswich BMX Club
01.2017 - 12.2023

Certificate III - Pathology Collection

Health Industry Training

Diploma - Financial Planning

Southern Cross University

Diploma - Health

Endeavour College

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Karley Bryce