Summary
Overview
Work History
Education
Skills
Timeline
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Anita Vujica

Wakeley,NSW

Summary

I am a dedicated people-oriented Team Leader with a strong background in Collections, spanning over five years and a successful career in Leadership over a three-year period. Developing teams and nurturing new leaders, while displaying progressive mindset achieving collective success in a dynamic work environment. I am a committed leader who works to enhance customer experience through innovative approaches, embracing challenges with dedication to culture of continuous improvement within our business.

Overview

3
3
years of professional experience

Work History

Team Leader - Collections Unsecured

Commonwealth Bank
04.2021 - Current
  • Actively displayed Leadership Principles and organisational skills to support direct reports, leadership team and stakeholders.
  • Effectively coached and mentored specialists to support customers experiencing financial vulnerability.
  • Strong communication between cross-functional teams within the organisation. Leveraging of stakeholders to build pathways to our shared goal.
  • Monitored daily/weekly/monthly workflows, ensuring adherence to established policies, procedures and quality assurance duties.
  • Promoted continuous improvement within strategy changes for customer focused outcomes, NPS and FirstPoint handling.
  • Facilitated regular meetings within leadership, focusing on prevention strategies for better risk mitigation. Focusing on metrics to measure our progress and area of opportunity.
  • Created training material, conducted effective group learning on new processes and procedures.

Team Leader - Early Customer Engagement

Commonwealth Bank
08.2020 - 04.2021
  • Lead, coached and developed specialists skills of service and products knowledge, enabling better support for customers experiencing financial difficulty.
  • Supported specialists' understanding and ability to maintain minimum and above benchmarks on KPI's, call quality and risk management.
  • Motivated team culture and support of wellbeing, enabling specialists to demonstrate vision and CBA values.
  • Identified needs of customers promptly and efficiently through close engagement to NPS results and FirstPoint trends, promoting innovative thinking towards continuous improvement.

Education

Bachelor of Teaching - Bachelor of Arts (Visual Arts)

Australian Catholic University
Sydney, NSW
11.2020

Skills

  • Effective Communication: Verbal and Written
  • Critical and Strategic Thinking
  • Managing and Resolving Conflict
  • Mentoring and Motivating
  • People and Performance Management and Coaching
  • Complex Problem Solving
  • Facilitator: Training and Presenting
  • Work planning and Prioritisation

Timeline

Team Leader - Collections Unsecured

Commonwealth Bank
04.2021 - Current

Team Leader - Early Customer Engagement

Commonwealth Bank
08.2020 - 04.2021

Bachelor of Teaching - Bachelor of Arts (Visual Arts)

Australian Catholic University

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Anita Vujica