Syeda Shahana

• Advising the broader agency regarding pre-employment processes.

• Building and maintaining strong stakeholder relationships with both internal and external stakeholders, this includes ensuring that candidates are supported during onboarding.

• Providing administrative support for teams including maintaining sensitive Human Resources data and completing regular reporting requirements.

• Working within set key performance indicators, ensuring a positive candidate experience

• Offboarding employees, ensuring correct procedures are followed by business areas and adherence to NDIA policies

• Managing confidential and sensitive information

• Identifying and making suggestions for further efficiency and improvment

• Gathering appropriate information from participants and planning partners to determine funded supports in accordance with the NDIS Act 2013
• Working with participants and their representatives to identify informal, mainstream and community support options to achieve plan outcomes
• Determining funded supports to be included in participant plans to complement informal and formal supports as per Agency planning processes
• Determining the management of funded supports in accordance with the NDIS Act 2013 and relevant operational guidelines
• Ensuring participant and plan information is reflects NDIA support packages
• Applying critical analysis of system generated support packages to ensure funded supports are compliant with S34 of the NDIS Act 2013 and plans approved are within relevant delegated authority
• Completing administrative adjustments to reflect a change in circumstances for participants and where plan remediation is required
• Contacting participants / providers for information as required / relevant to the planning process / plan implementation
• Complete general plan reviews
• Implementing and communicating plan extensions (if required); and Ensuring high quality record keeping, including competency with IT systems.

• Organize and prepare for meetings, including gathering documents and attending to logistics of meetings
• Answer and respond to queries, communicate messages and information to the Executive/s
• Arranging travel; flights, accommodation and ground transportation
• Answered high volume of phone calls and email inquiries
• Organized and coordinated conferences and monthly meetings
• Processed travel expenses and reimbursements for executive team and senior management group
• Issuing weekly newsletter; content writing, editing and summarizing significant projects
• Triaged calls and emails and initiated actions to respond or direct messages for managers
• Handled confidential and sensitive information with discretion and tact
• Developed and maintained automated alert systems for important deadlines
• Minute taking and record keeping including tracking of stakeholder communications
• Updated spreadsheets and created presentations to support executives and boost team productivity.

• Creating, processing and reconciliation of account invoices
• Disbursing salary and wages to employees
• Prepare accounts receivables including monthly statements to provide timely information to appropriate stakeholders
• Cross Referencing and data entry into MYOB and Excel
• Checked expenses against budget controls, entered figures and reconciled business accounts to address discrepancies
• Generate and analyze financial reports, balance sheets, profit and loss statements.

• Navigated extensive company knowledge base to obtain appropriate solutions for customer service issues
• Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes
• Participated in interactive training programs to expand knowledge of company products and policies
• Documented customer interactions in internal database to maintain complete customer service history
• Engaged in consultative sales, cross-selling and up-selling activities to align customer needs with business offerings
• Actively listened to customers to assess issues and provide accurate information
• Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation
• Analyzed customer feedback and generated reports to identify trends and opportunities for improvement
• Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information
• Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries
• Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.

• Portfolio management
• Controlling attrition and maximizing deposits on a monthly basis according to business requirements
• Generated revenue from sale of investment and insurance products
• Ensured that very high standards of customer service were being provided
• Trained, counselled and managed of BDO team
• Undertook account reviews and monitored account performance
• Managed and enhanced portfolio of clients
• Business accounts relationship management.

• Managed a portfolio of existing clients, working in a consultative manner to retain and grow accounts, enhance relationships and create loyalty
• Maximized portfolio revenue opportunities by building deep client relationships and by being accountable for creating and delivering strategic and tactical account plan initiatives
• Served as an internal expert on assigned accounts in addition to having deep understanding of the competitive landscape, business environment and industry dynamics
• Undertook account reviews and monitored the performance of each client
• Assisted in contractual negotiations, implementation and development.

• Finalized Payment Protection Insurance (PPI) complaints from initial contact to settlement
• Worked to high standards set by FSA and FOS (UK Financial Regulatory bodies)
• Maintained quality and productivity levels for each case

• Worked in fast paced target driven environment to ensure targets are met on daily basis.