Natasha Labrador Jordan
Te Atatu Peninsula,New Zealand
Summary
Experienced within the corporate sector with a solid foundation in client relationship management backed by a diverse skill set in data competence, time management, and problem-solving. With a wealth of experience across various roles, consistently exceeds KPIs by leveraging industry insights and optimising processes for superior client satisfaction. Passionate about fostering collaborative environments and driving innovative solutions to enhance quality and team success.
Overview
8
8
years of professional experience
Work History
Member Services and Payments Administrator
NZX
45 Queen Street, Auckland
11.2024 - Current
- Liaise with payroll administrators for missing contributions, data mismatch and other related information
- Ensure contributions are received according to schedule, reconciled, and posted to agreed service standards in an efficient and timely manner, using data augmentation tools and uploaded wherever possible.
- Processing of all member claims including but not limited to first home, hardship, retirement withdrawals and Insurance in a timely manner
- Conducted detailed reconciliation of accounts receivable and payable to ensure accuracy
- Analyzed data from various sources such as bank statements to identify any inconsistencies or errors.
- Maintained up-to-date knowledge of applicable laws, regulations, industry trends, best practices.
- Researched and resolved discrepancies between payments received and expected amounts.
- Collaborated with accounting department in preparing journal entries relating to cash transactions.
- Ensured compliance with internal policies and procedures related to payment processing.
- Received and submitted payments and applied amounts to customer balances.
- Provided information and knowledgeable support for emailed and telephone requests.
- Kept team on task and payments moving by quickly scanning, processing and storing documents.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Performed daily banking activities such as deposits, withdrawals, and transfers.
- Handle new group and individual member applications/terminations and group to individual transfers within agreed service level agreement timeframe
- Undertake and contribute to projects to improve processes, reduce risk, and support business growth
- Creating standard operating procedure (SOP) documents for team development and training
Case Manager/Registrar
Independent Complaint and Review Authority
Takapuna
11.2023 - 08.2024
- Managed case processes, ensuring compliance and timely updates for client satisfaction
- Facilitated smooth communication with stakeholders, enhancing service delivery
- Handled confidential data with professionalism, maintaining trust and integrity
- Organized events and travel efficiently, supporting seamless operations
- Contributed to team success by training staff and taking on team members' case load along with mine when covering absences as needed
- Manage 120-140 standard and complex cases at a time, ensuring timely and accurate documentation while maintaining confidentiality
- Develop and nurture key stakeholder relationships
- Drive continuous improvement through proactive suggestions in meetings
- Coordinate with panelists and specialist providers effectively
- Maintain meticulous administrative records and client management system
- Ensure all meetings are set up with required technology and catering
- Provide comprehensive support to clients, offering accurate information and guidance
- Prioritise urgent matters with effective time management
- Monitor deadlines to support case project
- Understand statutory timeframes for cases
- Set up and facilitate Case Conferences, Hearings, Mediations and Adjournments
- Ensuring all meetings are confirmed and attended by all parties
- Closely work with applicants, Advocates, Legal, Independent reviewers, ACC specialists and Management
- Ensuring accuracy and timelines of case notes to meet legislative requirements, regulations and internal expectations
- Proactively suggest process enhancements in team meetings
- Adapt to evolving case management needs, implementing effective solutions
- Proof read, edit and issue case minute's, hearing minutes, and final decisions
Customer Care, Escalations Management
Qantas Airways Limited
Auckland CBD
05.2022 - 11.2023
- Managed customer inquiries via Salesforce and Altea, resolving issues efficiently and enhancing satisfaction
- Handled complex escalations, collaborating with operations to ensure swift resolution and service quality
- Processed refunds and collected payments, maintaining accuracy and financial integrity
- Provided clear, accurate travel information, supporting passengers during travel disruptions
- Ensured precise flight bookings, contributing to seamless customer experiences
- Resolving customer issues efficiently while collaborating with operations to handle intricate queries and refunds
- Provided comprehensive advice on flight plans, fare classes, and area options, enhancing customer satisfaction and loyalty
- Analyzed and resolved complex customer queries, utilizing problem-solving skills to address escalated issues beyond standard agent capabilities
- Delivered clear, timely travel information during disruptions, minimizing passenger stress and fostering positive experiences
- Facilitated cross-departmental communication to resolve complex escalations, ensuring swift resolution and maintaining service excellence
Customer Care Advisor (Temporary)
Whakarongarau
Auckland
01.2022 - 05.2022
- Delivered outstanding customer service to Whakarongarau users in Auckland
- Managed service user updates and coordinated Covid-19 response calls
- Utilized BCMS programs to connect users with needed services and address issues
- Conducted daily health checks for service users across Auckland
- Managed critical health checks for COVID-positive individuals, ensuring timely support and flagging urgent cases for immediate intervention
- Delivered exceptional customer service, addressing diverse needs of service users and connecting them with essential resources during isolation
Marketing associate, Corporate Secretary, Shareholder
Sagot Med Pharmaceuticals
Manila
12.2019 - 01.2022
- Company Overview: Own Company - Self Employed
- Assisted business partners in strategic direction, enhancing company success through collaboration
- Evaluated budgets and staff efficiency, leading to improved operational outcomes
- Ensured client satisfaction by aligning services with expectations, fostering client loyalty
- Implemented robust corporate governance, maintaining compliance and operational integrity
- Identified and secured prime storefront location, optimizing business visibility and access
- Spearheaded brand development initiatives, collaborating with media artists to create impactful logos and marketing materials for Sagot Med Pharmaceuticals
- Assisted in conducting comprehensive market analysis, benchmarking competitor pricing to optimize Sagot Med's pricing strategy and maintain competitive edge
- Orchestrated site selection and oversaw renovation for the company's storefront, laying foundation for physical presence and customer accessibility
- Fostered strategic partnerships with pharmaceutical suppliers, ensuring consistent stock availability and diverse product offerings
- Prepared agendas, distributed meeting materials and recording of minutes
- Hiring qualified staff and assisting in onboarding process
- Assisted in brand strategy and product launches, enhancing market presence
- Managed client meetings and transactions, ensuring customer satisfaction and timely payments
- Oversaw showroom maintenance and inventory, optimizing operational efficiency
- Assisted in labor and productivity management, contributing to quality control improvements
- Prepared detailed stock and shipment reports, facilitating streamlined logistics
- Working closely with the founder to execute successful product launches
- Coordinated with owners to implement effective labor management and safety measures
- Meticulously managed client relationships, from initial inquiries to product selection and payment collection
- Ensured impeccable showroom presentation
- Developed strategies to optimize showroom operations, enhancing product showcasing and client experience
- Implemented efficient systems for inventory tracking and shipment coordination
- Spearheaded brand strategy initiatives, driving product launches and enhancing market visibility through creative marketing campaigns
- Streamlined logistics through detailed stock and shipment reporting
- Contributed to quality control improvements through effective labor and productivity management
- Own Company - Self Employed
Operations / Administration Assistant / Showroom Manager
Talulah's Closet
Manila
02.2018 - 12.2019
- Managed customer inquiries via Salesforce and Altea, resolving issues efficiently and enhancing satisfaction
- Handled complex escalations, collaborating with operations to ensure swift resolution and service quality
- Processed refunds and collected payments, maintaining accuracy and financial integrity
- Provided clear, accurate travel information, supporting passengers during travel disruptions
- Ensured precise flight bookings, contributing to seamless customer experiences
- Resolving customer issues efficiently while collaborating with operations to handle intricate queries and refunds
- Provided comprehensive advice on flight plans, fare classes, and area options, enhancing customer satisfaction and loyalty
- Analyzed and resolved complex customer queries, utilizing problem-solving skills to address escalated issues beyond standard agent capabilities
- Delivered clear, timely travel information during disruptions, minimizing passenger stress and fostering positive experiences
- Facilitated cross-departmental communication to resolve complex escalations, ensuring swift resolution and maintaining service excellence
Marketing coordinator and Sales Representative
Boombox Marketing
Cebu
06.2017 - 01.2018
- Assisted in brand strategy, boosting product launches with measurable client engagement
- Supported sales pitches, enhancing client acquisition and expanding market reach
- Collaborated in product development, contributing to successful market introductions
- Partnered with cross-functional teams to align brand planning with product development, ensuring cohesive marketing strategies
Education
BBA - Human Resources Management
Massey University
Auckland11-2027
Bachelor of Science - Economics, Major in Marketing Management
University of San Carlos
Cebu City, Philippines01.2018
High School Diploma -
Saint Theresa's College
Cebu City, Philippines01.2016
Skills
- Microsoft Excel
- Word
- PowerPoint
- Customer Service
- Decision Making
- Salesforce
- Organization
- Time Management
- Data Competence
- Problem Solving
- Conflict Resolution
- Adaptability
- Stakeholder Engagement
Timeline
Member Services and Payments Administrator
NZX
11.2024 - Current
Case Manager/Registrar
Independent Complaint and Review Authority
11.2023 - 08.2024
Customer Care, Escalations Management
Qantas Airways Limited
05.2022 - 11.2023
Customer Care Advisor (Temporary)
Whakarongarau
01.2022 - 05.2022
Marketing associate, Corporate Secretary, Shareholder
Sagot Med Pharmaceuticals
12.2019 - 01.2022
Operations / Administration Assistant / Showroom Manager
Talulah's Closet
02.2018 - 12.2019
Marketing coordinator and Sales Representative
Boombox Marketing
06.2017 - 01.2018
BBA - Human Resources Management
Massey University
Bachelor of Science - Economics, Major in Marketing Management
University of San Carlos
High School Diploma -
Saint Theresa's College