Andrew Ho

Communicate to customers and resolve enquiry regarding about their bank balances, limit transfer and direct to right department such as Home Lending, Credit Card Services team and Dispute Resolutions, give guidance to customers on the phone

• Give customers right guidance to right specialist to speak to when directing them to resolve enquiries
• Provide information regarding about their expiry, maturation date and update address, contact details and resetting password on their Netbank, CommBank App
• If customers struggle with their home loans, direct them to Hardship Financial Assist Collections team to make payment arrangement, request for moratorium and special considerations in their financial circumstances
• Work as early customer engagement giving customers best option in their banking needs and support them with right goals and support in their everyday banking
• Deal with term deposits, account maintenance, resetting passwords, change contact personal details and open /close accounts
• Guided workflow dispute resolution and escalating issue to another department if required for their complaints and bank dissatisfactio
• Highly skilled in Digital Service and Dispute Resolutions:- Netbank Walkthrough and Deregistering/registering PayID, CommBank App and increasing Daily Withdrawal Limit for purchasing a home, buying a car, making deposit for their property and transferring funds between other financial institutions
• Customer audits and reports
• Give customers notice period when lodging disputes for mistaken payment to wrong account, OFI and other bank recipients
• Change resetting and unfreezing unlocking Netbank access, troubleshooting Netcode on CommBank App and identify analyse any suspicious activity such as fradulent activity or any types of scams.
• Do KYC Refresh and Customer Identity Remediation checks and liaise with Group Fraud Investigation
• Lodge BPAY disputes, placing direct debit stops and lodge disputed direct debit on unauthorised payments with merchant, traces and international payment investigations.
• Achieved KPIs and targeted scores in meeting risk obligations and expectations within corporate banking institution. Achieved NPS 30+ customer advocacy and highlighted compliments as exceptional customer service specialist within department.
• Manage above 40 to 50 inbound calls including outbound calls per day dealing with all direct and everyday banking enquiries relating to everyday digital banking, troubleshooting CommBank App issues, raising disputes for payment investigations, increasing daily transfer withdrawal limits and super payment limits and also able to do follow up with customers.

• Direct and coordinate the activities of business concerned with the production, pricing, sales and distribution of phone products, computer parts and accessories
• Review financial statements, sales and activity report to measure productivity and goal achievement ensuring which areas needs cost reduction and program improvement
• Oversee activities directly related to making quality products at affordable cost and providing reliable flexible service to all customers and long-term clients
• Review monthly transaction requirements and ensure targets and milestones are reached
• Management of ZOHO Inventory and CRM system software
• Management of accounts receivable, remittances and invoicing paperwork prior to shipment of products
• Sales support assistance in generating CRM leads and provide general customer support enquiries
• Was responsible for the handling of customer enquiries along with the creation of CRM policies that resulted in an increase of 20% in sales
• Led the implementation of business strategy that ensured the business meets its monthly objective in profit and revenue

Performed laboratory trials to team member using blood pressure monitoring measurements, oxygen saturation and heart rate measurement along with glucose monitoring as part of Nutrition, Metabolism and Hormone Production units

• Provide analytical views about literature and discuss with lecturers and researchers in Monash Department of Physiology
• Show strong research and achieved distinction average in all research activities and exam results
• Able to collaborate and get high results in group research activities within Physiology department during penultimate research year before graduation with degree.