Ophelia Situe
Lane Cove
Summary
Detail-oriented and results-driven professional with over 10 years of experience across payments processing, sales, and customer service roles. Proven ability to exceed performance metrics, mentor teams, and streamline operations while maintaining strict compliance with industry regulations. Skilled in building client relationships, delivering solutions to meet customer needs, and driving team collaboration to achieve organizational goals. Adept at managing high-pressure situations, generating data-driven insights, and fostering efficiency across departments. Recently completed a Certificate III in Accounts Administration, enhancing financial and administrative expertise.
Overview
17
17
years of professional experience
Work History
Payroll and Contracts Variation Officer
Nest Employment Services
02.2025 - Current
- Prepared documentation for approvals and maintained accurate contract records and audit trials.
- Managed a high volume of day to day contract variation requests, ensuring compliance with contractual terms and organisational policies.
- Oversaw management of the variation's inbox, prioritising and actioning variation-related enquiries, coordinating with multiple departments to resolve issues and maintain workflow efficiency.
- Conducted thorough investigations into complex cases, leading to successful resolution of numerous high-profile incidents.
- Liased with internal stakeholders across head office and over 100 childcare services to coordinate contract variations, resolve payroll discrepancies, and ensure consistent application of company policy.
- Initiated, Developed and collated comprehensive process documentation to standardise workflows, support training, and improve operational consistency across the business.
Senior Payments Officer
Greenstone Financial Services
02.2015 - 04.2021
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations based off key performance indicators.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Mentored junior officers, providing guidance and support to foster professional development and career progression.
- Facilitated collaboration between departments, improving efficiency and effectiveness in handling multiple client profiles.
Sales Specialist
Aegon
06.2012 - 12.2014
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Built strong client relationships and assessed needs to make product recommendations and upsell.
- Provided ongoing support to existing clients, maintaining a high level of satisfaction and encouraging repeat business.
- Collaborated with cross-functional teams to deliver comprehensive solutions for clients'' needs.
- Expanded customer base with targeted prospecting and lead generation efforts.
Customer Service Representative
Accor Hotels
11.2010 - 05.2011
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Assistant Manager
Red Rooster
01.2009 - 10.2010
- Supervised day-to-day operations to meet performance, quality and service expectations..
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
Education
Certificate III In Accounts Administration - Accounting
TAFE NSW
NSW12.2024
Skills
- Work coordination
- Report preparation
- Community relations
- De-escalation techniques
- Attention to detail
- Organizational skills
- Multitasking Abilities
- Time management
- Excellent communication
- Analytical thinking
Timeline
Payroll and Contracts Variation Officer
Nest Employment Services
02.2025 - Current
Senior Payments Officer
Greenstone Financial Services
02.2015 - 04.2021
Sales Specialist
Aegon
06.2012 - 12.2014
Customer Service Representative
Accor Hotels
11.2010 - 05.2011
Assistant Manager
Red Rooster
01.2009 - 10.2010
Certificate III In Accounts Administration - Accounting
TAFE NSW
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