Asmin Ghimire
South Launceston,TAS
Summary
Talented Mortgage Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Excellent skills in solving problems and building rapport. Possesses deep understanding of lending products, practices and banking code of practice.
Overview
6
6
years of professional experience
Work History
Retention Specialist
Westpac Banking Corporation, WBC
05.2023 - Current
- Provided Superior personalized service to inbound callers, surpassing their expectations E.g., Improved monthly Net Promoter Score of whole teams from 7 to 9 since joining team.
- Assessed lending needs of customers calling in and ensured proposed solutions aligned with their objectives.
- Met and exceeded organizational, departmental and individual needs met, objectives, and service standards and KPIs specific to lending retention within in inbound contact centre E.g.., Achieved 100% individual needs met target in last 3 quarters consecutively.
- Delivered clear and concise communication to ensure customers are well-informed about their lending options
- Maintained current knowledge of loan products and applicable requirements, processes, procedures, internal policies and regulations ( Banking Code of Practices)
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues
- Implemented effective operating rhythms and practices to independently manage retention risks, ensuring initiative-taking and positive contact with customers.
- Demonstrated proactive attitude towards learning and developing new skills relevant to inbound contact center lending retention role.
- Maintained detailed records of all client interactions, ensuring accurate documentation for future reference and reporting purposes.
Regional Operations Specialist
Telstra Corporation Ltd
02.2021 - 06.2023
- Implemented business strategies, increasing revenue and effectively targeting new markets. E.g., Increased quarterly sales of Hobart region by 9% since joining business.
- Improved regional operations efficiency by streamlining processes and implementing innovative strategies.
- Reduced operational risks while organizing data to forecast performance trends.
- Worked with store managers to create strategies to provide excellent customer service and handle problematic customers and clients E.g., Increased Hobart region store's overall customer service ratings from 74% to 91% on monthly basis.
- Led team of operation specialists to achieve operational excellence and high customer satisfaction ratings.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Administration Officer
Vita Group Australia
08.2018 - 02.2021
- Ensured that all policies and procedures of Vita are maintained within store.
- Analyzed data, identified trends to provide business intelligence that enables store to achieve its target in terms of sales, inventory management, compliance, and operational efficiency. E.g., Reduced stock lost by 6% monthly and increased profitability of store.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Developed strategies to support exceptional compliance standards and highly effective and accurate inventory management practices to minimize fraud, theft, or losses.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
- Ensured all cash handling and banking procedures including EFT, Bill Pay etc. are handled in accordance with guidelines.
- Monitored compliance standards through regular auditing to achieve operational goal.
Education
TAE40116 Cert -Iv Training and Assessment -
Royal Greenhill Institute of Technology
Hobart, TAS12.2022
Diploma of Leadership And Management - Leadership Management
Royal Greenhill Institute of Technology
Hobart, TAS02.2021
Master of Professional Accounting (MPA) - Accounting And Finance
Federation University
Sydney, NSW07.2017
Skills
- Cross-Functional Communication
- Program Administration
- Customer Retention Strategies
- Quality Assurance Controls
- Teamwork and Collaboration
- Team building
- Problem-solving abilities
- Active Listening
- Organizational Skills
- Attention to Detail
- Multitasking Abilities
- Interpersonal Skills
- Policy Adherence
- Compliance knowledge
Timeline
Retention Specialist
Westpac Banking Corporation, WBC
05.2023 - Current
Regional Operations Specialist
Telstra Corporation Ltd
02.2021 - 06.2023
Administration Officer
Vita Group Australia
08.2018 - 02.2021
TAE40116 Cert -Iv Training and Assessment -
Royal Greenhill Institute of Technology
Diploma of Leadership And Management - Leadership Management
Royal Greenhill Institute of Technology
Master of Professional Accounting (MPA) - Accounting And Finance
Federation University
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