Nila Jay
Macquarie Park
Summary
Experienced administrative professional with a 15-year track record in customer-focused roles. Renowned for exceptional communication, strong organisational and time management skills, and a proven ability to excel in team environments of all sizes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service and Business Support Officer
Penumbra Neuro Australia
10.2023 - Current
- Managed customer inquiries and provided comprehensive business support
- Handled order processing (SAP) for consignment and direct purchases
- Conducted reconciliation and managed expiration dates
- Generated daily sales reports (DSR)
- Managed location corrections and various inventory locations (Consignment, SLTS, TS, TBD)
- Reconciliation management in Salesforce
- Oversaw end-to-end customer order processing and maintained accurate database records
- Supervised warehouse operations, including main warehouse and travel stock management
Customer Service Officer
Medical and Optical
08.2021 - 09.2023
- Delivered exceptional customer service, sales support, and business assistance
- Served as the primary point of contact for all customer queries
- Provided detailed information on product pricing and availability
- Coordinated sales team activities, provided quotations, and shared warehouse reports
- Managed end-to-end customer order processing and ensured accurate database record maintenance
- Prepared and presented weekly and monthly sales reports
- Facilitated coordination between internal departments, including sales, operations, and finance
- Managed procurement processes and vendor order placements
- Responded to inquiries and escalated issues as necessary to ensure prompt resolution
- Updated and maintained accurate records and databases
Claim Assessor
Service NSW
03.2019 - 07.2021
- Conducted thorough assessments of claims and conducted customer interviews as needed
- Verified documents and meticulously checked BAS statements for accuracy
- Prepared detailed manual assessment sheets to ensure comprehensive review
- Submitted timely and accurate reports for COVID-19 and bushfire claims
- Conducted rigorous audits of claims and collaborated closely with the funds recovery team
- Took necessary actions to suspend and de-register businesses for non-eligible claims in accordance with established protocols
Fund Administrator
Link Group
08.2018 - 02.2019
- Offered comprehensive end-to-end administration services for superannuation fund portfolios
- Managed account enquiries, facilitated investment switches, and processed changes of details
- Maintained and updated records and databases to ensure accuracy and accessibility
- Provided detailed information on contributions and insurance policies
- Processed various transactions including applications, contributions, rollovers, switches, and withdrawals
- Aided with financial hardship and compassionate ground claims
- Handled email inquiries and paper correspondences efficiently
- Supported pension inquiries and assisted with Departing Australia Superannuation Payment (DASP) claims
Customer Service Officer
Sydney TAFE
06.2016 - 08.2018
- Extended courteous and professional greetings to clients via phone, email, and in-person interactions
- Responded promptly and effectively to both internal and external inquiries
- Managed the switchboard efficiently, ensuring accurate routing of calls to appropriate departments
- Delivered comprehensive course information and provided relevant web links to prospective students, facilitating informed decision-making
Admin Operations and Facilities Officer
PwC's PRTM Management Consultants
11.2010 - 08.2014
- Gathered precise information on country-specific visas to ensure compliance and accuracy
- Fostered and maintained strong relationships with embassies, ensuring timely document readiness
- Managed sensitive company matters with the utmost confidentiality and professionalism
- Responded promptly and efficiently to company correspondence and generated SAP-based reports as needed
- Coordinated all aspects of recruitment, induction, and orientation programs to ensure seamless onboarding processes
- Oversaw timesheets, follow-ups, reference checks, and maintained accurate databases and files
- Verified project codes and expense bills, processed expenses, and provided necessary approvals
- Directed office administration activities, including housekeeping, security, vendor relations, and customer interactions
- Organised travel itineraries and facilitated corporate events such as training sessions, seminars, and conferences to ensure their success
Education
Certificate III - Business Administration
01.2015
Bachelor of Arts - English for Copy Editing (Journalism)
Mahatma Gandhi University
01.2005
Skills
- Ability to partner and interface effectively with senior management
- Strong written and verbal communication skills
- High level research and analytical capabilities
- Business report writing
- Strong relationship management skills
- Negotiation skills
- Ability to influence outcomes
- Ability to work independently
- Organisational skills
- Prioritisation skills
- Ability to handle multiple complex tasks
- Deadline management
- Follow-through abilities
- Fast-paced environment adaptability
- Exceptional stakeholder management
- Commercial acumen
- Passion for delivering results
- Exceptional organisational abilities
- Time management abilities
- Advanced proficiency in SAP
- Industry-specific software proficiency
- Effective team collaboration
- Coordination skills
- Outstanding customer service skills
- Comprehensive warehouse management
- Inventory management
- Expertise in report generation
- Data analysis
Certification
Certificate III in Business Administration, 2015
References
Available upon request.
Languages
English
Native or Bilingual
Malayalam
Native or Bilingual
Hindi
Native or Bilingual
Tamil
Full Professional
Timeline
Customer Service and Business Support Officer
Penumbra Neuro Australia
10.2023 - Current
Customer Service Officer
Medical and Optical
08.2021 - 09.2023
Claim Assessor
Service NSW
03.2019 - 07.2021
Fund Administrator
Link Group
08.2018 - 02.2019
Customer Service Officer
Sydney TAFE
06.2016 - 08.2018
Admin Operations and Facilities Officer
PwC's PRTM Management Consultants
11.2010 - 08.2014
Bachelor of Arts - English for Copy Editing (Journalism)
Mahatma Gandhi University