Aishabella Sheikh
Melbourne,VIC
Summary
I am a confident, sociable, hard-working individual with a positive attitude and robust problem-solving skills currently working full time as a banking consultant, and having just completed a graduate certificate in Cyber Security, I am open to related roles in cyber security, fraud or IT.
Overview
3
3
years of professional experience
Work History
Everyday Banking Consultant
Suncorp Bank
10.2023 - Current
- Assisted customers over the phone with cards, internet banking, account opening/closing and unauthorized transaction disputes, all while following strict identification processes and meeting daily statistic targets for efficient call handling under 620 seconds
- Frequently liaised with fraud detection & investigation teams to report high-risk situations such as ID takeover, scams, and suspicious customer behaviour
- Educated customers on best security practices such as two-factor authentication offered by the Suncorp Bank Secured mobile application
- Provided side-by-side coaching and training to new recruits
Business Direct Servicing Advisor
National Australia Bank
11.2022 - 08.2023
- Managed a high volume of inbound calls from business customers, consistently meeting daily KPI targets including first point contact resolution and average handling time of 580 seconds
- Adhered to strict compliance processes for customer authentication and performed detailed security checks to ensure the integrity of client interactions
- Captured and analysed feedback from clients to identify potential security vulnerabilities and areas for improvement
- Provided support and training to new bankers, ensuring they effectively navigated systems and adhered to security protocols
Customer Service Representative
Woolworths
09.2021 - 11.2022
- Ensured accurate recording of customer details for COVID-19 contact tracing, demonstrating attention to detail and handling of sensitive information
- Provided prompt and efficient responses to customer queries, showcasing problem-solving skills and customer service excellence
- Managed cash handling and POS operations, ensuring secure and precise financial transactions
- Supervised self-service checkouts, monitoring for unusual activity and ensuring system integrity
- Responsible for opening and closing the store, maintaining operational security and a clean, organized environment
Retail Assistant
Dusk
10.2021 - 01.2021
- Ensured accurate and organized product displays, demonstrating attention to detail and effective inventory management
- Handled POS transactions and cash operations securely, ensuring accurate financial processing and safeguarding against discrepancies
- Communicated product information clearly to customers, highlighting strong communication skills and the ability to explain complex information in a comprehensive manner
- Provided personalized advice to customers regarding gift purchases, showcasing problem-solving abilities and a customer-centric approach to addressing needs and concerns
Education
Graduate Certificate of Cybersecurity -
RMIT University
12-2024
Graduate Certificate of Professional Data Analytics -
Swinburne University
10.2022
Bachelor of Science - Neuroscience Major
University of Melbourne
12-2021
Skills
- Operational efficiency
- Know your customer
- Payment processing
- Digital banking
- Verbal and written communication
- Analyzing data
- Team coaching and training
- Security protocols
- Financial institution regulations
- Customer service
Languages
English
French
Somali
Arabic
Interests
- Avid Reader
- Music Production
- Running
- Poetry
- Painting
- Photography
Timeline
Everyday Banking Consultant
Suncorp Bank
10.2023 - Current
Business Direct Servicing Advisor
National Australia Bank
11.2022 - 08.2023
Retail Assistant
Dusk
10.2021 - 01.2021
Customer Service Representative
Woolworths
09.2021 - 11.2022
Graduate Certificate of Professional Data Analytics -
Swinburne University
Graduate Certificate of Cybersecurity -
RMIT University
Bachelor of Science - Neuroscience Major
University of Melbourne
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