Summary
Overview
Work History
Education
Skills
Strengths
Timeline
Generic
CHANDINI KAPOOR

CHANDINI KAPOOR

Banking
Kellyville,NSW

Summary

Customer experience professional with demonstrated success working in the finance sector. Dedicated individual who holds strong belief in relentlessly pursuing results by engaging stakeholders (internally & externally), adaptive to change & staying motivated to continually succeeding in achieving business results.

My key skills are exceptional customer experience, effective communication, planning, organizing, attention to detail, utmost diligence, and problem-solving skills that I have gained working in the financial sector. It is my desire and objective to apply my current skills to be successful, explore further opportunities and continue to grow my career.

Overview

14
14
years of professional experience

Work History

Consumer Finance Operations Team Member

Westpac Group
07.2018 - Current
  • Communicating effectively with customers using my strong communication skills to deliver application outcomes.
  • Consistently achieving personal KPI’s of 85%.
  • Responsible for assessing relevant documents required to approve applications.
  • Processing personal loan and credit card applications.
  • Delivered services to customer locations within specific timeframes.
  • Excellent communication skills, both verbal and written.
  • Identified issues, analyzed information and provided solutions to problems.
  • Passionate about learning and committed to continual improvement.
  • Learned and adapted quickly to new technology and software applications.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.
  • Ensuring applications are meeting responsible lending guidelines.
  • Developed strong cooperative relationships with coworkers and managers.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Contributed to team success by completing jobs quickly and accurately.
  • Ensured smooth operations during peak periods via effective time management techniques such as delegation and task prioritization.
  • Assisted in the onboarding of new team members by providing guidance, support, and training resources to ensure a smooth transition into the work environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Cultivated interpersonal skills by building positive relationships with others.

International Investigations Team Member

Westpac bank
08.2016 - 06.2018
  • Monitoring enquiries of key customer profiles with up to 95% customer satisfaction on daily basis.
  • Logging and actioning customer enquiries on priority and meeting business deadlines creating a success rate up to 99%.
  • Escalating files to our Economic and Trade Sanctions Team that need detailed investigation for further compliance checks and reducing the risk of illegal transaction going through by 90%.
  • Investigating end to end process of payments incurred due to fraud or scams.
  • Recovery of fraudulent payments up to 50%.
  • Taking ownerships and actioning files from end-to-end process to achieve successful results in customer services up to my personal achievement up to 99%.
  • Actively participating in team engagement activities to drive team results for No.1 customer experience satisfaction.
  • Reducing customer complaints up to 90%.
  • Promoted a culture of continuous learning within the team by initiating training sessions, sharing best practices, and encouraging skill development.
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.
  • Exceeded performance goals through diligent task completion, attention to detail, and consistent follow-through on assignments.
  • Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.

Teller & Sr Teller- George Street Branch

Westpac Banking Group
03.2010 - 08.2016
  • Delivered exceptional performance in my tenure and I was promoted to a Sr Teller position.
  • Relief to Bank Manager. Leading the team in the absence of the Bank Manager.
  • Working collaboratively with the team, all key stakeholders and senior managers in the region.
  • Providing excellent customer service to our customers in branch by not only meeting their needs but also offering great value products to assist customers with their financials requirements.
  • Cash handling – daily management of deposits, withdrawals, foreign exchange and transfers for our customers.
  • ATM Custodian - responsible for replenishing and balancing the ATM, handling technical issues and training team members within the branch about the technicalities of the ATM.
  • Branch Treasury – managed the total cash, which includes sending out and ordering in money for the branch.
  • Collaboratively engaged with key stakeholders such as senior management and external cash agencies maintaining the cash adherence to meet the audit compliance to 85%.
  • Taking ownership for customer complaints – managing all customer complaints for the branch in timely manner with utmost diligence and providing customer solutions to continuously provide excellent customer experience.
  • Achieved a Net Promoters Score of 85% Collaboration - Working closely with team members to achieve overall branch targets.
  • Achieved my personal targets(Home loan, insurances, flexi loan, credit card and new accounts) and actively supported my peers to enure we are meeting our branch KPI’s.
  • Achieved KPI for 2014 on customer efficiency and branch KPI on Home loans to 10 home loan referrals per week.
  • Nominated to effectively train, coach and develop the new teller recruits hired by Westpac within the Sydney CBD region.
  • Accurately and responsibly reconciled daily ledger reports with no errors or pending reports for audit purposes.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Monitored and verified suspicious activity on customer accounts.
  • Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
  • Assisted with training of new tellers on policies and procedures.
  • Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.

Education

High School Diploma -

S.V.T- Women College
Mumbai, India
04.2000

Bachelor of Arts -

Mithibai College of Arts
Mumbai, India
05.1998

Skills

  • Continuous Development
  • Relationship Building
  • Planning & Organizing
  • Negotiation Skills
  • Customer Experience Expertise
  • Process Analysis
  • Training, Coaching & Mentoring
  • Positive Attitude & Adaptive to Change
  • Complex Problem-Solving
  • Leadership Qualities
  • Analytical and Critical Thinking
  • Data Analysis

Strengths

Networking

Adaptable

Responsible

Organized

Efficient

Problem-solver

Leadership

Detail-oriented

Communication

Timeline

Consumer Finance Operations Team Member

Westpac Group
07.2018 - Current

International Investigations Team Member

Westpac bank
08.2016 - 06.2018

Teller & Sr Teller- George Street Branch

Westpac Banking Group
03.2010 - 08.2016

High School Diploma -

S.V.T- Women College

Bachelor of Arts -

Mithibai College of Arts

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CHANDINI KAPOORBanking