GSuite
Michelle Butler
Crestmead,QLD
Summary
I am currently studying for a Certificate in Account Administration & Payroll and am seeking roles that will allow me to apply my strong administrative skills and keen attention to detail in a hands-on bookkeeping and payroll environment. My objective is to utilise my organisational expertise to support efficient operations, ensure accuracy, and help streamline processes in a dynamic professional setting. I am eager to contribute to system management, maintain compliance, and support continuous improvement initiatives. I am looking for a role where I can build on my growing knowledge of bookkeeping, payroll, and administration to help organisations achieve their objectives. With a strong foundation in administration, I have successfully improved processes, enhanced system efficiency, and automated tasks, and I am excited to bring these skills to my next opportunity.
Overview
18
18
years of professional experience
Work History
Global Salesforce Administrator
Iress
04.2024 - Current
- Learn Salesforce from the ground up, developing proficiency in Salesforce User Administration
- Under guidance of the Senior Salesforce Administrator:
- Provide daily end-user support and guide users on best practices to enhance Salesforce knowledge
- Perform administrative tasks including user account administration, reports, dashboards, and assist with routine functions
- Document and maintain processes, policies, application configurations, and quick reference guides for users
- Assist in training new users and support the development of Salesforce skills across the organisation
- Help identify, implement and support ongoing improvements to the platform
- Act as a liaison between users and the product team, communicating key insights and feedback
- Consult with other business teams & stakeholders globally
- Assist in the implementation and configuration of Salesforce at Iress using my knowledge of current business processes
- Administer the Iress CRM, Xplan for User that have not transitioned to Salesforce
Account Manager: Corporate
IRESS
11.2023 - 04.2024
- Develop strong day-to-day relationships with clients to understand their overall strategy, challenges and priorities and where we can deliver solutions
- Regular proactive client engagement in line with a structured account management plan
- Achieve agreed monthly, quarterly, and annual revenue targets that incorporate client retention, and uplift from increased usage and the sale of additional solutions
- Apply the Iress commercial ways of working in all activities including engaging with clients via our chosen methodology, process and tool-set
- Manage commercial negotiations and ongoing revenue forecasting for clients
- Responsible for managing revenue related client requests, ensuring all information to execute billing and licensing requests is prepared and authorised, and reviewing client invoices
- Key contact point for clients for all new projects, feature requests and escalation of issues
- Support the delivery of new and enhanced product features and propositions to the market by establishing clear adoption and account plans
- Proactively educate clients on new release functionality or features and benefits this brings to their business
- Contribute to Iress Community and encourage clients to access Iress Community as the primary source of information for our software
- Work with clients to implement and ensure adoption of Iress products
- Effectively articulate Iress roadmaps, enhancements and upgrades to clients and users at all levels
- Manage upgrade processes where required
- Is a point of escalation and information for client support teams and may be occasionally required to assist with support enquiries to ensure optimal client experience is maintained
- Maintain, update and use global CRM with accuracy and timeliness, record all material client and prospect interactions, and maintain an up-to-date opportunity pipeline at all times
Account Manager: Mid-Tier
IRESS
09.2023 - 11.2023
Account Manager: Client Accounts
IRESS
07.2022 - 09.2023
Client Service Manager / Team Leader
Gallagher Benefit Services
06.2021 - 07.2022
- Management of Client Service Team of 10 – Guidance, Direction, Instruction and Leadership
- Ensuring efficient and effective workflow management
- Ensuring processes, procedures and templates are current and efficient
- Foster the development of a high performing team
- Client dispute resolution
- Manage offshore client service team and maintain strong relationships
- Client service team & adviser support overflow
- Consult with other business teams and stakeholders to drive business outcomes
- FDS & client consent project work
- Assist with guidance on compliance related matters
- Business related project work as required
- Coached team members on best practices for exceptional customer service, boosting overall performance levels
- Mentored junior staff members for career growth opportunities within the organisation
- Collaborated with upper management to improve customer service processes and support structures company-wide
Corporate Administrator / Office Co-ordinator
MIQ Private Wealth
01.2020 - 01.2021
- Group Administration
- Provide Assistance to the CEO & CFO
- Human Resources Support
- Group IT Coordination
- Office Coordinator for Upper Mount Gravatt branch
- Provide Assistance to the Finance Team & Committees
- Production of quarterly client newsletter
- Event Coordination
- Completed bi-weekly payroll for 50+ employees
- Maintained compliance with industry regulations through diligent record-keeping and adherence to established policies and procedures
- Managed sensitive legal documentation including contracts, agreements, and intellectual property filings ensuring protection of company assets
- Organised and updated databases, records and other information resources
- Completed bi-weekly payroll for 50+ employees
Senior Client Service Manager
MIQ Private Wealth
01.2013 - 01.2020
- Consult with clients to ensure tasks are completed in a timely manner
- Consult with other business entities to ensure clients and prospective clients are always informed within the scope of advice or request
- Follow up outstanding requirements with clients or prospective clients and business entities
- Lodge and track investment and insurance applications
- Ensure quarterly correspondence is forwarded to clients
- Answer client calls and collect initial information required and assist or transfer to someone who can assist
- Meet and greet all clients and prospective clients
- Collect client information from business entities for financial planner use
- Set up client meetings
- Maintain and update the client database
- Accurately type, edit and format letters, file notes, reports, presentations and other required documentation
- Assist financial planner with the coordination of client functions and sessions
- Specified advice documents prepared accurately prior to required deadline
- Ensure client files are up-to-date and compliant
- Championed process improvements that led to more efficient issue resolution times without compromising quality standards
- Demonstrated flexibility in adapting to evolving client requirements while maintaining focus on delivering exceptional results
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities
Paraplanner/Client Service Officer/ Team Leader
RetireInvest
01.2009 - 01.2013
- Provide superior administration assistance
- Primary contact for client enquiries
- Managing and transacting on client direct share portfolios
- Assist in the production and facilitation of plan presentation
- Writing ROA's and review SOA's (Basic)
- Prepare paperwork for advice documents, process and implement client financial strategies in line with corporate goals
- Insurance quotes and applications
- Invoicing and commission tracking
- Process application, redemptions, switches and additional contributions
- Implementing and preparing procedures to ensure online manual is always current
- Supervise junior staff
- Administration support for financial advisers
- Consulting with fund managers
- Updating client data base to ensure accurate records are kept
- Developed and implemented the direct share portfolio procedures
Personal Service Associate
Modoras Financial Performance Group
01.2007 - 01.2009
- Check & process superannuation, investment, margin loans and insurance applications
- Track commissions
- Prepare advice documents for presentation
- Coordinate client sign up appointments
- Monitoring of gearing loans
- Prepare and process invoices
- Tracking new business to ensure accurate completion
- Various IT tasks and procedure writing
- Covered phone for receptionist during lunch breaks
- Suggest, preparing & implementation of new procedures manual
- Handle client enquiries/complaints register
- Managed the general insurance book for six months
Education
Certificate in accounts administration & payroll -
03.2025
Statement of Attainment - SMSF -
01.2018
Advanced Diploma of Financial Services -
01.2013
Diploma of Business -
01.2012
Diploma of Financial Services - Financial Planning
01.2011
Diploma of Business in Administration -
01.2011
Certificate 4 in Financial Services - Financial Planning Support
01.2005
Certificate 3 in Business - Administration
01.2005
Certificate 4 in Business - Administration
01.2002
Skills
- Microsoft Office
- Google Workspace suite
- Xplan CRM Administration
- Salesforce CRM Administration
- Workflow management
- Data management
- Customer service
- Administration attention to detail
- Time management
- Compliance Requirements
- Teamwork and collaboration
Awards
Support Team Member of the Year Award, 01/01/18
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Office
Xplan
Salesforce
Xero
Docusign
Timeline
Global Salesforce Administrator - Iress
04.2024 - Current
Account Manager: Corporate - IRESS
11.2023 - 04.2024
Account Manager: Mid-Tier - IRESS
09.2023 - 11.2023
Account Manager: Client Accounts - IRESS
07.2022 - 09.2023
Client Service Manager / Team Leader - Gallagher Benefit Services
06.2021 - 07.2022
Corporate Administrator / Office Co-ordinator - MIQ Private Wealth
01.2020 - 01.2021
Senior Client Service Manager - MIQ Private Wealth
01.2013 - 01.2020
Paraplanner/Client Service Officer/ Team Leader - RetireInvest
01.2009 - 01.2013
Personal Service Associate - Modoras Financial Performance Group
01.2007 - 01.2009
The Career Academy - Certificate in accounts administration & payroll,
Integrity Education Group - Statement of Attainment - SMSF,
Kaplan Professional Education - Advanced Diploma of Financial Services,
TAFE Queensland - Diploma of Business,
Kaplan Professional Education - Diploma of Financial Services, Financial Planning
TAFE Queensland - Diploma of Business in Administration,
360 Adviser Campus - Certificate 4 in Financial Services, Financial Planning Support
Challenge Learning Institute - Certificate 3 in Business, Administration
Challenge Learning Institute - Certificate 4 in Business, Administration
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