Carla Braga
Sydney,NSW
Summary
An Operations Leader with over a decade of extensive Contact Center & Offshoring experience - operations governance and leading the frontline. My business and operational experience has afforded me the prerequisite skills and abilities to not only effectively undertake but to build and expand.
My professional achievements have required a great deal of dedication and hard work, strategic initiative, self-motivation and a wide range of innovative leadership competencies garnered from contemporary and emerging trends in people management.
I drive synergy and partnership across all functional groups for outstanding performance delivery against Targets, KPIs, SLAs and corporate expectations.
I am a diversely experienced leader with a proven track record in running a high performing team, whilst providing excellent cost/benefit returns to all stake holders (client, employee and shareholders) through tight operational governance.
Overview
10
10
years of professional experience
Work History
Parabroker
LMG
01.2023 - Current
- Worked flexible hours across night, weekend, and holiday shifts.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Processed mortgage loan applications accurately and successfully.
General Manager
Broker Advocate
01.2023 - Current
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with different Brokerage aggregators, Broker partners and lenders.
- Led hiring, onboarding and training staff
Operations Manager
Multi Choice Mortgages
11.2020 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Operations Manager - Broker Channel Services
KMC
12.2019 - 11.2020
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Implemented quality control systems to boost overall product consistency and reliability.
Business Unit Manager
Loan Market
01.2018 - 12.2019
- Communicated regularly with executive leadership on shore regarding progress updates, challenges, and achievement highlights within the unit.
- Mentored junior staff members, supporting their professional growth within the organization.
- Enhanced employee skills with targeted training programs, contributing to a high-performing workforce.
- Championed process improvements that resulted in increased operational efficiency and reduced overhead expenses.
Senior Team Manager - Order Channel
Target
09.2017 - 12.2017
Team Manager - Sale & Billing Support
AOL.com
03.2016 - 08.2017
Team Manager - Driver Activation
Uber
01.2015 - 10.2015
Education
Advanced Diploma - Advanced Diploma of Leadership And Management
Greenwich Management College
Sydney, NSW12.2024
Certificate IV - Certificate IV in Finance & Mortgage Broking
AAMC Training Group
Sydney, NSW12.2019
Bachelor of Science - Business Management
Asian Develepment College
Philippines03.2007
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Flexible and Adaptable
- Dependable and Responsible
- Multitasking
- Excellent Communication
- Critical Thinking
- Computer Skills
- Organizational Skills
Timeline
Parabroker
LMG
01.2023 - Current
General Manager
Broker Advocate
01.2023 - Current
Operations Manager
Multi Choice Mortgages
11.2020 - Current
Operations Manager - Broker Channel Services
KMC
12.2019 - 11.2020
Business Unit Manager
Loan Market
01.2018 - 12.2019
Senior Team Manager - Order Channel
Target
09.2017 - 12.2017
Team Manager - Sale & Billing Support
AOL.com
03.2016 - 08.2017
Team Manager - Driver Activation
Uber
01.2015 - 10.2015
Advanced Diploma - Advanced Diploma of Leadership And Management
Greenwich Management College
Certificate IV - Certificate IV in Finance & Mortgage Broking
AAMC Training Group
Bachelor of Science - Business Management
Asian Develepment College
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