Summary
Overview
Work History
Education
Skills
Timeline
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LETITIA HICKS-ALEXANDER

Melbourne,VIC

Summary

I am a creative friendly hardworking individual with a broad base of job skills and the ability to learn and adapt quickly to any environment. I enjoy a challenge and working with a group to achieve goals. Self/Time Management – Ability to prioritize and work to agreed schedules. Self-motivated and able to use own initiative.

Team Leader experienced in directing activities of workgroup's. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

Ability to establish and develop client's relationships. Client focus – Proven service excellence I am a quietly confident and a well-presented person with a professional approach to any position I take on. I have a strong sense of who I am and what I value in life, and I have considerable pride in my work performance.

Organized Leader who builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

10
10
years of professional experience

Work History

Team Leader - Superannuation Administration

HUB24
08.2022 - 05.2024
  • Led a team of 10 superannuation administrators in managing clients accounts, ensuring compliance with regulatory requirements.
  • Implemented streamlined processes resulting in reduced processing time by 20%
  • Conducted regular performance reviews,coaching sessions, and training programs to enhance team productivity and knowledge.
  • Acted as a primary point of contact for escalated client issues, resolving conflicts and ensuring high client satisfaction.
  • Collaborated with cross-functional teams to implement system enhancement and improve service delivery.
  • Assisted the team in processing superannuation contributions, rollovers, benefit payments accurately and efficiently.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Implemented employee recognition programs that boosted morale and increased retention rates within the team.
  • Responded to client inquiries regarding account balance, investment options, and regulatory updates.
  • Verified compliance with regulatory standards and internal policies in all transactions.
  • Prepare accurate reports and statements for internal and external stakeholders.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

Client Service Officer

Superannuation Advice Australia
09.2020 - 07.2022
  • Managing workload using CRM
  • Extensive data entry of information
  • Immaculate written correspondence with internal and external clients
  • Operate multiple platforms for superannuation, insurance, and client data
  • Liaise with financial advisers and superfunds to assist with client's consolidation
  • Assist with financial adviser's daily appointments
  • Completing additional research with superfunds (defined benefits, untaxed elements)
  • Investigating and solving superfine rejections
  • Identifying rollover rejection
  • Processing legal documentations
  • Liaising with Financial advisors in prospect to prepare ROA & SOA

Travel Sales Consultant

Allianz Partners
02.2016 - 03.2019
  • Customer Service- Call Centre
  • Achieving Individual KPI'S and targets
  • End to end management of Travel Insurance process
  • Develop customer relationships to understand customer's requirements and deliver apositive trusted experience
  • Medical Underwriting to ensure all customers adequately covered for their travels
  • Delivered consistent and appropriate high level of customer service.

Retail Manager

09.2014 - 01.2016
  • Customer Service
  • Assisting the human resource team with recruitment, on-boarding, and termination ofemployees
  • Maintaining the office space and re-stocking office supplies
  • Handle complaints, enquiries via phone and email
  • Inform other members of staff about visitors or cancellations
  • Handle all incoming and outgoing correspondence
  • Mentoring a team of 4-6 employees, daily meetings to organise the staff's workload
  • Ensuring all KPI's were met daily
  • Ensuring the team was working effectively and assisting all customer's needs
  • Supervising interactions with customers.

Education

RG146

Kaplan Professional
2021

Certificate 3 - Business And Administration

AUSTRALIS COLLEGE
2013

Skills

  • Team Leadership
  • Superannuation regulations
  • Training and Development
  • Computer Skills
  • Clear and effective communications
  • Excellent customer service skills
  • Accuracy and high attention to detail
  • Time management to work well under pressure even whilst multitasking
  • Committed to delivering a high standard of work consistently
  • Client relationship Management
  • Self-motivated and reliable individuals
  • Ability to adapt quickly in a new environment
  • Patience with identifying the client needs within a timely manner

Timeline

Team Leader - Superannuation Administration

HUB24
08.2022 - 05.2024

Client Service Officer

Superannuation Advice Australia
09.2020 - 07.2022

Travel Sales Consultant

Allianz Partners
02.2016 - 03.2019

Retail Manager

09.2014 - 01.2016

RG146

Kaplan Professional

Certificate 3 - Business And Administration

AUSTRALIS COLLEGE
LETITIA HICKS-ALEXANDER