Michelle Nera
Umina Beach,NSW
Summary
Dynamic and results-oriented problem-solving analyst with over 21 years of extensive experience in finance and fintech environments. Demonstrates robust analytical mindset, fuelled by insatiable curiosity and meticulous attention to detail. My expertise involves investigating and interpreting complex data sets, and I thrive in fast-paced, high-pressure conditions while meeting stringent deadlines. Demonstrated ability to proactively collaborate across various business functions and exceed defined responsibilities, I adapt to a wide range of administrative, business operation and support activities with ease.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Patient Services Supervisor / Relief Manager
St Vincent's Private Hospital
Darlinghurst, NSW
02.2023 - Current
- Directed onboarding initiatives for new staff members, integrating training on current office applications and updates.
- Streamlined manual processes by providing paperless alternatives, significantly increasing workflow efficiency.
- Served as an escalation point for over 30 staff members, providing mentorship and daily operational support.
- Collaborated across teams to ensure a seamless end-to-end patient experience through continuous process improvement initiatives.
- Developed training materials to support ongoing education for team members.
- Improved, redesigned, and optimised the rostering workbook to enhance staff scheduling efficiency
- Supervised patient intake and appointment scheduling processes for efficient service delivery.
- Coordinated communication between medical staff and patients for streamlined operations.
- Managed patient inquiries and resolved issues to ensure satisfaction and care continuity.
- Trained new staff on hospital policies and patient service protocols effectively.
- Implemented workflow improvements to enhance patient processing efficiency.
Reconciliation Analyst (Finance Associate)
MA Financial Group
Sydney CBD, NSW
06.2022 - 12.2022
- Collaborated with accounting team to ensure accurate financial reporting.
- Investigated financial data for inconsistencies and enhanced reconciliation processes
- Contributed to process improvement initiatives within Operations team, enhancing culture of operational excellence.
- Oversaw daily bank reconciliations for domestic and international transactions while monitoring client money flow.
- Fostered strong relationships with stakeholders, encompassing internal teams and external financial institutions, ensuring adherence to compliance and risk management protocols.
- Reviewed transaction records for compliance with company policies.
Senior Reconciliation Analyst
SuperChoice Services Pty Ltd
Sydney CBD, NSW
02.2018 - 08.2021
- Executed reconciliation of custodian's accounts, consistently identifying anomalies that initiated process revisions and system upgrades.
- Ensured accurate money movement between accounts, providing timely information upon requests.
- Reviewed and verified transaction records for compliance with company policies.
- Coordinated with internal teams to resolve reconciliation issues efficiently.
- Documented reconciliation processes to maintain consistency and transparency.
- Teamed up with Senior stakeholders to advocate for process updates in response to industry developments.
- Produced reports for submission to Account Managers and Financial Controllers, ensuring compliance with payment requirements.
Client Service Consultant
SuperChoice Services Pty Ltd
Sydney CBD, NSW
02.2018 - 08.2018
- Provided expert guidance on client inquiries and service needs.
- Developed tailored solutions to enhance client satisfaction and engagement.
- Collaborated with cross-functional teams to resolve complex client issues.
- Managed relationships with key stakeholders to foster trust and communication.
- Delivered complex payroll data mapping processes seamlessly, facilitating superannuation payment integration.
- Enhance team skills through cross-training initiatives, demonstrating strong technical proficiency across systems.
- Identified opportunities for improvement in customer service processes.
Rollover Support Consultant
SuperChoice Services Pty Ltd
Sydney CBD, NSW
02.2015 - 02.2018
- Provided expert support to clients on SuperChoice's financial services platform.
- Assisted in troubleshooting technical issues for users and resolving inquiries promptly.
- Managed rollover portfolio efficiency, facilitating immediate communication of rollover messages through gateway.
- Evaluated trends in critical gateway errors while managing high-volume Fund Valuation Service (FVS) data updates.
- Reconciled rollover reports for stakeholder review.
Personal Trainer / Boxing Coach /Business Owner
Fitness First - Platinum
Sydney CBD, NSW
01.2009 - 01.2016
- Developed customised fitness programs tailored to client needs and goals.
- Conducted one-on-one training sessions to enhance client performance and motivation.
- Provided nutrition guidance to support overall health and fitness objectives.
- Demonstrated proper exercise techniques to ensure safety and effectiveness.
- Organised group fitness classes, promoting community engagement and participation.
- Scheduled appointments with clients and communicated effectively with them via phone or email.
- Conducted assessments to evaluate clients' current physical condition, strength, flexibility, and body composition.
- Maintained records of client's performance data such as weight loss, muscle gain.
Senior Investigations Officer
Colonial First State
Sydney CBD, NSW
04.2007 - 08.2008
- Conducted thorough investigations into client complaints and disputes.
- Collaborated with legal teams to ensure compliance with regulations.
- Developed detailed reports for internal and external stakeholders.
- Managed case files and documentation in compliance with policies.
- Presented findings in meetings to inform decision-making processes.
Customer Service Representative
Colonial First State
Sydney CBD, NSW
03.2005 - 04.2007
- Maintained accurate records of customer interactions and transactions.
- Assisted customers with inquiries and resolved issues promptly.
- Provided exceptional support for clients' financial and technical inquiries, consistently surpassing performance metrics.
ATM Operations Specialist
Westpac Banking Corporation
Sydney CBD, NSW
01.2003 - 08.2005
- Trained new employees in ATM operations, ensuring a high rate of operational availability and effectiveness.
- Actioned ledger reports by reconciling data using in-house systems.
- Monitored portfolio on an hourly basis to guarantee ATM availability of over 98%.
Supervisor / Relief Manager / Customer Service Off
Westpac Banking
Eastern Suburbs, NSW
06.1997 - 01.2003
- Coached team members on customer service, sales strategies, and banking protocols.
- Resolved customer inquiries promptly, enhancing overall client satisfaction.
- Monitored performance metrics to identify areas for improvement within the team.
- Assisted management during leave periods.
Education
Some College (No Degree) - Nursing
Curtin University
Online01-2023
Some College (No Degree) - Computer Programming
Gosford Business College
Gosford01-1997
High School Diploma -
Erina High School
Erina, NSW12-1996
Skills
- SQL Developer
- Advanced Excel
- Microsoft Office 365 Suite
- Power BI
- Teams
- Monday
- Zendesk
- Jira
- Confluence
- Atlassian Workflow Management Systems
- Oracle Database
- Payroll Wizard
- Kibana
Certification
- Certificate IV in Work Health & Safety, Tafe Ultimo (2014)
- Certified BioSignature Practitioner,Charles Poliquin (2012)
- Cert IV Fitness, Fitness Institute Australia (2009)
- Cert IV Boxing Coach (2009)
- Certificate in Time Management, Pollack Learning Alliance (2008)
- PS146, Kaplan Business School (2008)
- Certificate in Writing Everyday Documents, Training People (2007)
Timeline
Patient Services Supervisor / Relief Manager
St Vincent's Private Hospital
02.2023 - Current
Reconciliation Analyst (Finance Associate)
MA Financial Group
06.2022 - 12.2022
Senior Reconciliation Analyst
SuperChoice Services Pty Ltd
02.2018 - 08.2021
Client Service Consultant
SuperChoice Services Pty Ltd
02.2018 - 08.2018
Rollover Support Consultant
SuperChoice Services Pty Ltd
02.2015 - 02.2018
Personal Trainer / Boxing Coach /Business Owner
Fitness First - Platinum
01.2009 - 01.2016
Senior Investigations Officer
Colonial First State
04.2007 - 08.2008
Customer Service Representative
Colonial First State
03.2005 - 04.2007
ATM Operations Specialist
Westpac Banking Corporation
01.2003 - 08.2005
Supervisor / Relief Manager / Customer Service Off
Westpac Banking
06.1997 - 01.2003
Some College (No Degree) - Nursing
Curtin University
Some College (No Degree) - Computer Programming
Gosford Business College
High School Diploma -
Erina High School
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