Aleks Glisic

• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Collaborated with stakeholders to define project objectives and criteria.
• Performed gap analysis to identify areas of improvement.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Collaborated with upper management to drive strategy and implement new processes.
• Analysed and assessed functional and organisational activities.
• Performed critical analysis on information consolidated from multiple sources, identified and resolved conflicts and broke down high-level information into detailed workable requirements.
• Worked with Scrum team to test and certify application features before deploying to production.
• Produced business requirements, master story list, sprint planning and design documents.
• Conducted interviews with key business users to collect information on business processes and user requirements.

Projects
Platform Migration - My CRM
Process and Design Change
Delivery

Systems
Salesforce
JIRA
Confluence
Miro

Skills

User Acceptance Testing · Project Delivery · Process Excellence · Decision-Making · Sales Processes · Loans · Training · Risk Management · Business Analysis · Change Management · Business Process Improvement · Problem Solving

Managing an offshore team based in the Philippines

Day to Day BAU Offshore Operations
Hybrid Role involving project, design and delivery to Offshore Ops Team
Closely working with Squads, BA and onshore Operations to optimise business operations.

Skills: Decision-Making · Cross-functional Team Leadership · Offshore Operations · Customer Relationship Management (CRM) · Sales Processes · Training · Team Leadership

• Roads and Maritime
  Birth Death and Marriages
  Fair Trading
  Customer Service
  Problem solving
  Cash Handling
  Service NSW is your one stop shop enabling you to access several government agencies.Roads and Maritime Birth Death and Marriages Fair Trading Customer Service Problem solving Cash Handling Service NSW is your one stop shop enabling you to access several government agencies.
• Skills: Customer Service

Skills: Customer Relationship Management (CRM) · Mortgage Lending · Customer Service · Team Leadership

• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Cultivated positive, productive team environments, resolving conflicts quickly.
• Led employee relations through effective communication, coaching, training, and development.
• Delivered regular team meetings for aligned work towards common goals.

• New home loans sales for purchases and top up loans
• Pre assessment of applicants
• cross selling
• Pre Credit Assessment of Residential Lending Products and Services

• Coaching and Development
• Call Evaluations / Monitoring
• Call Queue Management
• Staff Training and Facilitation
• Second in Charge/ Relief Team Manager
• Reporting analysis
• Streamline of Banking Procedures
• Customer Complaints and resolutions
• Ad hoc training to all staff within Retails Sale contact centre

Skills: Customer Relationship Management (CRM) · Mortgage Lending · Customer Service

• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Provided customer records, account statements and copies of checks.
• Reconciled cash drawer and resolved discrepancies.
• Educated customers on use of banking website and mobile apps.