Leone Zampaglione
Brunswick East,Australia
Summary
Dynamic professional with extensive expertise in resolving complex issues and ensuring exceptional customer/member satisfaction. Demonstrated ability to navigate challenging situations while maintaining high standards and delivering impactful results. Proficient in conflict resolution, effective communication, and process improvement, with a strong emphasis on team collaboration and adaptability. Recognized for reliability and flexibility, consistently meeting evolving needs and driving positive outcomes in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Dispute Resolution Officer
AustralianSuper
03.2025 - Current
- Dealt with any complaints that are made through the external dispute resolution body, Australian Financial Complaints Authority (AFCA) or litigation in consultation with the internal Legal team.
- Liaised with Risk & Compliance as necessary relating to complaints.
- Completed initial analysis of the root cause of complaints and make recommendations to ensure that controls are appropriately enhanced if needed.
- Led operational initiatives to enhance member services and engagement strategies.
- Developed training programs to improve team performance and service delivery standards.
- Collaborated with cross-functional teams to implement system upgrades and enhancements.
- Analyzed data trends to identify areas for improvement in service offerings.
- Drove projects focused on operational efficiency, resulting in enhanced member satisfaction.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
Member Resolution Officer
AustralianSuper
06.2024 - 02.2025
- Managed administration IDR complaints.
- Investigated and identified the root cause of the complaint.
- Supported and advocated for a culture that delivers resolutions and complete outcomes to complainants.
- Ensured all activities were delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
- Adhered to reporting of complaint related breaches and incident management requirements.
- Identified continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund.
- Nurtured and maintained internal relationships across all levels of the Fund.
- Established a unified and collaborative culture to reduce the number of complaints that escalate to EDR.
- Operated and made decisions according to the Fund’s Policies, Standards and Procedures and the Fund’s Key Decision Registers and the delegated authorities.
Fund Administrator
FNZ Group
05.2023 - 06.2024
- Efficiently handling day-to-day admin tasks, including opening and maintaining client accounts, managing contributions and rollovers, handling pension commencements and payments, processing insurance premiums and benefits, and reviewing other administrators' work.
- Service Delivery: Managing workload in a fast-paced environment, ensuring work items are completed within agreed Service Level Agreements and Key Performance Indicators.
- Continuous Improvement: enhancing processes of FNZ's procedures and disciplines.
Senior Business Analyst
Freshworks
11.2022 - 04.2023
- Coordinated with the Billing and deals desk team for invoicing queries, raising tickets, and preparing SOF/COFs on behalf of sales reps & communicating with the customers. Act as a single POC for all the CRM, Legal, DD, & Finance related questions.
- Owning all the upgrades related to omnichannel end-to-end and all the contractual changes that do not involve MRR changes.
- Order Processing and other Transactional tasks.
- Regularly tracking ABM and other campaigns like Renewal campaigns, etc.
- Compile, analyse and report on sales data.
- Initiated in continuous improvement projects to align and simplify sales-related internal processes, and to improve sales teams' efficiency.
- Assisted with CRM accuracy & corrections.
Customer Care Consultant
Byrd technologies Germany GmbH
12.2021 - 10.2022
- Support partners in their daily work with byrd warehouse management, ticketing, and data analysis systems.
- Worked closely with warehouses/partner managers to coordinate the smooth onboarding process.
- Responsible for the setup and support of the store integration, working with different platforms like Shopify, Woocommerce, Shopware, Billbee and Amazon.
- Dealing with requests independently, via email, Slack, and phone.
- First point of contact for byrd business customers.
- Consulting with logistics partners as well as internal colleagues improving and finding new solutions.
- (Germany, Berlin)
Data Integrity Consultant
Telstra Super Pty Ltd
11.2020 - 12.2021
- Investigate data issues, resolve errors and make data adjustments.
- Responsible for resolution of payroll matters with relevant payroll units.
- Process Superstream receipts within service standards.
- Development of documentation required for UAT of new and/or enhanced information technology as required.
- Develop documented Procedure Guides for all processes conducted within the team and update on an annual basis or as required.
- Investigate individual data discrepancies in testing and exception reporting scenarios.
- Completing investigations beyond.
Employer Operations Blended Consultant
Vic Super (Aware Super)
10.2018 - 12.2020
- Knowledge of CRM workflows and use of SONATA systems, employer engagement.
- Assisting our members, advisers, internal and external stakeholders by investigating and resolving queries, errors, and exceptions and providing overflow support to the Administrators by processing and reviewing complex member and employer requests and transactions.
- Interpreting and applying superannuation and tax legislation and related policies of governing bodies such as ATO, ASIC and APRA.
- Knowledge of superannuation and retirement rules and regulations that underpin the products and services supported in super and retirement administration.
- Assist Financial Planning Assistants with administration tasks such as advice recommendations.
Superannuation Consultant
ESS Super
03.2016 - 12.2018
- Managing member queries, correspondence, document management and liaising with employers.
- Explain general facts and educating members about their superannuation benefit.
- Constantly reviewing and updating databases to ensure quality maintenance.
- Coaching new colleagues in departmental processes and updating the team on impacts of new legislation.
- Conducting meetings with seniors to obtain advice in areas of uncertainty, in order to cultivate greater knowledge of operations and fully provide the best member experience.
- Operations Division
Education
Bachelor of Business - Marketing
RMIT University
11.2025
Bachelor of Arts -
Monash University
01.2017
Victorian Certificate of Education -
Parade College
01.2015
Skills
- Advanced knowledge of Microsoft Word, Excel, PowerPoint
- Ability to create databases
- Excellent communication skills
- Investigation management
- Problem-solving skills
- Teamwork skills
- Leadership skills
- Collaborative presentation skills
Accomplishments
- Completion of RG146 - Superannuation 2025
- Recipient Melbourne University Kwong Lee Dow Academic Scholarship - 2014
- Fluent in the Italian Language both verbally and written - Domus Aurea Rome course
- Marciano Music Piano Tuition Grade 4 ABRSM (8 years)
- Former ACC State Shield Athletic champion 400M (Olympic Park Record) - 2012
- IAAF Athletics 100 x 4 Relay U17 Champions - 2015
Timeline
Dispute Resolution Officer
AustralianSuper
03.2025 - Current
Member Resolution Officer
AustralianSuper
06.2024 - 02.2025
Fund Administrator
FNZ Group
05.2023 - 06.2024
Senior Business Analyst
Freshworks
11.2022 - 04.2023
Customer Care Consultant
Byrd technologies Germany GmbH
12.2021 - 10.2022
Data Integrity Consultant
Telstra Super Pty Ltd
11.2020 - 12.2021
Employer Operations Blended Consultant
Vic Super (Aware Super)
10.2018 - 12.2020
Superannuation Consultant
ESS Super
03.2016 - 12.2018
Bachelor of Arts -
Monash University
Victorian Certificate of Education -
Parade College
Bachelor of Business - Marketing
RMIT University