Charisma Maua
Mount Druitt,NSW
Summary
Proven track record at Commonwealth Bank of Australia, enhancing team efficiency and customer care. Spearheaded the Extra Care Team's creation, training 20+ specialists, and managing 50+ vulnerable customer cases. Exhibits strong communication and problem-solving skills, ensuring compliance and support excellence.
Overview
12
12
years of professional experience
Work History
Extra Care Specialist
Commonwealth Bank of Australia
08.2018 - Current
- Contributed to planning and implementation of an operational rhythm for the proposed establishment of a new Team, called the Extra Care Team.
- Contributed to the hiring and training of over 20+ staff members in the role of Extra Care Specialist, upon the Team being newly established in May of 2020.
- Assess suitable financial assistance using appropriate delegated authorities to provide support to vulnerable customers with various credit facilities.
- Provide appropriate internal and external referrals for our vulnerable customers, to engage support services based on their situation.
- Ensure appropriate financial assistance is assessed and finalised well within the set expectations of the National Credit Code, Australian Competition and Consumer Commission, Australian Securities and Investments Commission and other governing legislations.
- Maintain accurate record of interactions, requests and conversations relating to the customer and any actions completed on the customer profile.
- Case manage a portfolio of 50+ vulnerable customers.
Troubleshooter
THE ICONIC - Fulfillment Centre
04.2016 - 08.2018
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Physically account for inventory by categorically counting stock on the floor using an RF scanner and loading it into inventory database.
- Pick/Pack- Using an RF scanner, required to replace any damaged products or replace products missing in location to fulfil customer orders at packing stations. In quiet periods, assist with picking customer orders that sometimes consisted of more than 150 items of various clothing.
- Data Entry- Transpose order information from picker/packer RF scanners into inventory database.
- Stock investigations- Investigate unaccounted stock by referencing stock reconciliation.
Client Service Representative
RESIMAC Limited
11.2015 - 04.2016
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanour during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Process mortgage discharge requests
- Create client files for new incoming discharge requests
- Execute discharge of mortgage
- Calculate mortgage payout figures
Customer Service Specialist
Commonwealth Bank of Australia
05.2013 - 10.2015
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanour.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Process discharge requests and applications
- Calculate payout figures for settlement
- Prepare discharge of mortgage
- Manage digital-online and email customer requests
Education
High School Diploma -
Macarthur Adventist College
Macquarie Fields, NSW12-2012
Skills
- Strong communication skills
- Self-discipline
- Team player attitude
- Collaborative mindset
- Reliable punctuality
- Problem-solving
- Time management
- Attention to detail
- Responsible and dependable
- Multitasking
- Can-do attitude
Languages
English
Native or Bilingual
Samoan
Native or Bilingual
Interests
- Singing
- Playing Volleyball
- Playing Basketball
- Planning family events
- Relaxation
Timeline
Extra Care Specialist
Commonwealth Bank of Australia
08.2018 - Current
Troubleshooter
THE ICONIC - Fulfillment Centre
04.2016 - 08.2018
Client Service Representative
RESIMAC Limited
11.2015 - 04.2016
Customer Service Specialist
Commonwealth Bank of Australia
05.2013 - 10.2015
High School Diploma -
Macarthur Adventist College
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