Annie Gopinath
Greystanes,NSW
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Multi-tasking Team Leader well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
24
24
years of professional experience
Work History
Team leader
07.2018
- On higher duties in Service Delivery Debt - for creditors meeting team and request for document team - January till
- Achievements: Managed change with reference to quality and quantity output, managed underperforming staff, organised team to move to new floor and reshuffle, brought down outstanding workload to manageable list of cases with strategy and planning
- I have worked in various roles in tax office like Client Contact Officer for Personal Tax, Business and Debt Product, volunteered as expert user for SIEBEL release 3, higher duties as technical coach in inbound contact centre, higher duties as team leader in contact centre, secondment to work at tax office shop front dealing with client face to face, Debt Collections Officer in Review & Escalation Team, Request for Documents and in Summons team
- Achievements in Tax Office:
- Recently received Kudos for diligence and successful client interaction
- Appreciated by Director’s and Assistant Directors for managing teams efficiently under difficult circumstances as a replacement team leader.
- Wellbeing representative
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Supervised team members to confirm compliance with set procedures and quality requirements
- Worked with team to identify areas of improvement and devised solutions based on findings
- Built strong relationships with customers through positive attitude and attentive response
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Mentored and guided employees to foster proper completion of assigned duties
- Promoted high standerds through personal example to help each member understand expected behavious and standards
- Held weekly team meetings to inform team members on company news and updates
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Reviewed, implemented and updated company records related to team activities for future reference
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables
- Evaluated staff performance and provided coaching to address inefficiencies
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures
- Educated staff on organizational mission and goals to help employees achieve success
- Helped meet changing demands by recommending improvements to business systems or procedures
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Evaluated customer needs and feedback to drive product and service improvements
- Frequently inspected production area to verify proper equipment operation
- Developed effective improvement plans in alignment with goals and specifications
- Conducted regular reviews of operations and identified areas for improvement
- Collected, arranged, and input information into database system
- Generated reports detailing findings and recommendations
- Developed and updated tracking spreadsheets for process monitoring and reporting
- Devised and implemented processes and procedures to streamline operations
- Created and managed project plans, timelines and budgets
- Gathered, organized and input information into digital database
- Maintained database systems to track and analyze operational data
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
- Observed packing operations to verify conformance to specifications
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
- Supported creation of detailed, technical financial models to value potential acquisition targets
Debt Collection Officer
STATE REVENUE
01.2006
- Work involved Legal debt recovery in outbound call environment and educating clients on their legal obligations.
- Achieved performance goals on consistent basis
- Collected on delinquent accounts to reduce overdue balances
- Identified and contacted customers with overdue accounts to address payment status
- Developed strong relationships with customers to foster timely payments and account resolution
- Used scripted conversation prompts to convey current account information and obtain payments
- Verified compliance with relevant laws, regulations and best practices related to customer account management
- Responded to customer inquiries and provided detailed account information
- Established relationships with customers to encourage payment of delinquent accounts
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
- Analyzed customer financial records to determine appropriate payment plan
- Developed and documented collection procedures and policies to comply with government regulations
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers
- Prepared and submitted legal documents to initiate court proceedings
- Investigated customer credit references and approved credit lines
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance
- Worked in call center environment handling manual and automatically dialed outbound calls
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Maintained high volume of calls and met demands of busy and productive group
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions
- Documented customer payment interactions and account statuses for future reference
- Maintained consistently high success rate of collecting on overdue accounts
- Negotiated payment plans with customers to prevent accounts from entering collections
- Regularly monitored accounts to identify overdue balances and potential areas of risk
- Collaborated with other departments to verify customer compliance with payment plans
- Notified co-signers of delinquent accounts to assist in collecting payments
- Contacted customers to discuss past-due accounts and negotiated payment plans
- Maintained accurate records of customer accounts, payments and payment plans
- Entered client details and notes into system for interdepartmental access and review
- Worked with customer to create debt repayment plan based on current financial condition
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Researched billing errors and discrepancies to initiate corrective action
- Monitored customer accounts for payment delinquency and initiated collection efforts
- Processed debtor payments and updated accounts to reflect new balance
- Generated and distributed monthly customer statements
- Initiated repossession process or service disconnection upon failure of other collection methods
Home Loans Officer
COMMONWEALTH BANK
01.2006
- Processing home loans office and administration work.
- Developed strong relationships with customers through high levels of customer service
- Originated, reviewed, processed, closed, and administered customer loan proposals
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements
- Developed and implemented marketing campaigns to attract new customers
- Developed systems to efficiently track loan documents and enhance accuracy
- Evaluated loan requests and documents to verify accuracy and completeness
- Developed and maintained relationships with customers, lenders and other third parties
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
- Proactively identified solutions for customers experiencing credit issues
- Explained very technical financial information to applicants in easy to understand language
- Analyzed potential risks and evaluated loan products to identify suitable options for customers
- Assessed loan portfolios for compliance with underwriting policies
- Identified opportunities to cross-sell and upsell loan products to customers
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
- Established plans and payoffs for customers' loans, prioritizing control of overall costs
Personal Relationship Manager
TANDOORI VILLAGE – Fine Dining Restaurant
01.2005
- Marketing food, managed front office, handled cash and books, assisted in recruitment, managing waiters and serving customers.
Records Officer
NATIONAL BANK
01.2000
- Work involved administration and maintenance of records.
01.2014 - Current
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Proved successful working within tight deadlines and a fast-paced environment
- Strengthened communication skills through regular interactions with others
- Organized and detail-oriented with a strong work ethic
- Adaptable and proficient in learning new concepts quickly and efficiently
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Paid attention to detail while completing assignments
- Worked flexible hours across night, weekend and holiday shifts
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information and provided solutions to problems
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Cultivated interpersonal skills by building positive relationships with others
Service Delivery Officer
AUSTRALIAN TAXATION OFFICE
06.2006 - Current
04.2010 - 01.2011
- I have promoted and volunteered with organisers to make Harmony day 2018 a success at the tax office
- I have volunteered to be the face of tax office for recruitment
- I have received Star Award 2007 & 2010
- Nominated for Client Contact Line Awards for best client service
- Supported Site Director in conducting Tax agent seminar
- Volunteer for Seibel release 3 and currently as change agent
- Volunteered as work station champion
- I am a volunteer Ally in the Ally network to support Aboriginal and Torres Strait Islander workforce in Tax office
- Training courses in Tax Office:
- Genos Ignite – Leadership course
- People first initiative led by Directors in Debt to manage staff
- Managing difficult conversation workshop
- Making Good decisions
Personal Lending Officer
WESTPAC BANKING CORPORATION
01.2000 - 01.2005
- I have worked in Westpac Bank in various roles, , Business Loans and Securities Officer, Customer Service Representative in Voucher Retrievals and Deceased Estates.
- Developed and maintained relationships with customers, lenders and other third parties
- Explained very technical financial information to applicants in easy to understand language
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
- Evaluated loan requests and documents to verify accuracy and completeness
- Analyzed potential risks and evaluated loan products to identify suitable options for customers
- Proactively identified solutions for customers experiencing credit issues
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
- Identified opportunities to cross-sell and upsell loan products to customers
- Assessed loan portfolios for compliance with underwriting policies
- Established plans and payoffs for customers' loans, prioritizing control of overall costs
Education
Master of Arts - Social Work
University of Madras
Chennai, India07.1999
PG diploma - Counselling
Australian College of Applied Psychology
SydneyBachelor of Commerce - Commerce And Economics
University of Karnataka
Bangalore04.1997
Skills
- OTHER COURSES:
- Olympic 2000 Sydney venue management and customer service course TAFE
- Respite carer at Anglicare
- Understanding traumatised children’s behaviour workshop
- Domestic Violence Response Training
- School educator at Save the Children
- MS Office, Word, Excel, Secretarial course, typing (senior grade with 60 words per minute) and Life coaching workshop
English, Hindi, Tamil, Telugu, Kannada and Malayalam
I can fluently converse in all the above mentioned languages.
Timeline
Team leader
07.2018
01.2014 - Current
04.2010 - 01.2011
Service Delivery Officer
AUSTRALIAN TAXATION OFFICE
06.2006 - Current
Debt Collection Officer
STATE REVENUE
01.2006
Home Loans Officer
COMMONWEALTH BANK
01.2006
Personal Relationship Manager
TANDOORI VILLAGE – Fine Dining Restaurant
01.2005
Records Officer
NATIONAL BANK
01.2000
Personal Lending Officer
WESTPAC BANKING CORPORATION
01.2000 - 01.2005
Master of Arts - Social Work
University of Madras
PG diploma - Counselling
Australian College of Applied Psychology
Bachelor of Commerce - Commerce And Economics
University of Karnataka