Natasha Fernandez

Team lead with 4 direct reports, managing daily task allocation and escalation support across Compliance and Customer Service. Built the compliance function from the ground up, cutting client approval timelines from 5 weeks to 2 weeks while approving 300+ providers within NDIA/ASIC guidelines.

Enhanced operational performance by re-engineering key processes and implementing automation through Excel/CRM solutions, reducing manual handling and improving accuracy across 3 departments. Facilitated training sessions to build team capability and executed daily client support and administrative responsibilities across multiple CRM systems.

Delivered cross-functional initiatives including User Acceptance Testing for SaaS feature releases, strategic reporting and analysis, and onboarding of new partner organizations across B2C, B2B, and B2B2C channels. Drove significant revenue uplift by prioritizing B2B/B2B2C relationship management, achieving a 173% increase in segmented monthly revenue by Q4 2023.

Configured SaaS platform products and feature sets to meet procurement requirements across Australia and New Zealand, contributing to an 86% customer satisfaction rating and improved RFX workflow efficiency. Leveraged CRM/HRM applications to provide operational and analytical support to Customer Success, Sales, and Account Management teams.

Grade: CGPA: 3.83/4.00

Awarded First Class Honours with a specialization in Policy and Security.

Grade: CGPA: 3.5/4.0

Activities and societies: Awarded the Monash High Achiever Scholarship 2018.

Awarded First Class Honours and Double-Majored in International Relations and Communications.