Deepak Dhessi
Gold Coast,QLD
Summary
Attentive Member Service Manager with 5 years' experience in managing all areas of customer experience in a wealth management environment and driving achievement in team members by supporting cultivation of customer care skills while providing an exceptional member experience. Strong leader in uplifting processes, enhancing customer feedback scores and operations efficiency by working closely with staff to identify areas for improvement and enhancing processes. Eager to bring outstanding wealth management expertise along with proven track record in business development to a rewarding organization.
Overview
7
7
years of professional experience
Work History
Member service manager
Superhero Markets
Sydney
09.2023 - Current
- Hire, train, coach and lead a diverse team of member services specialists
- Develop and implement strategies to enhance processes, ensuring timely and accurate resolution of member enquiries
- Implement, monitor and track team performance metrics, key performance indicators (KPIs), and service level agreements (SLAs) to meet or exceed established targets
- Provide regular reports on the performance of the team
- Handle escalated customer issues and complaints, ensuring prompt and effective resolution while maintaining a high standard of professionalism and empathy
- Ensure adherence to quality standards and continuous improvement in customer service delivery
- Collaborate with cross-functional teams, including product, operations, and data teams, to communicate customer feedback and contribute to the enhancement of products and services
- Maintain a deep understanding of Superhero's offerings
- Stay updated on industry regulations and compliance requirements, ensuring the team's adherence to RG146 standards for superannuation, securities, and life insurance products
- Engage with customers via phone, email, or other communication channels when needed
- Contribute to or lead projects when needed
2IC Operations Manager Coaching and Quality
Colonial First State
Sydney
04.2023 - 09.2023
- Reviewing all marketing materials and communications to ensure all information is correct and relevant
- Monthly reporting on key call drivers, First Call Resolution and Quality monitoring scores
- Reviewing current trends and updates within the superannuation industry to ensure CFS stays abreast of its competitors
- Ensuring compliance standards are met including both quality monitoring and training/learning
- Developing a training schedule for new learnings and making sure compliance is met for certain training’s such as End of Financial year, Statement Period and General Advice Training
- Ensuring all trainings are reconciled on a quarterly basis as to meet compliance standards
- Ensuring quality feedback has been provided to Contact Centre Reps through regular quality monitoring and performing/documenting any necessary remediations
- Reconciling intranet pages to ensure they are reviewed in a timely manner to meet compliance standards
- Being aware of potential impacts and risks to the contact centre
- Reconciling all training materials to ensure all representatives have completed training and adhered to risk standards
- Developing a monthly report to track contact centre trends, knowledge gaps and opportunities for further education/enhancement to training materials
- Developing coaching session/plans for senior coaches to run
- Monthly operations meetings to discuss changes to contact centre and how to better our learning resources
- Managing internal/external relationships to provide a seamless operations experience
- Running fortnightly call calibration sessions to maintain quality monitoring standards
- Managing direct reports to ensure all training resources are updated accordingly
- Managing direct reports to ensure quality and compliance standards are met
- Effectively managing the coaching team in operations to ensure projects are carried out efficiently
Senior Knowledge Library Coach
Colonial First State
Sydney
05.2022 - 04.2023
- Voicing how communication materials will impact the consumer and adviser
- Developing guides for advisers and members on how to go through certain procedures and processes
- Working with the change team to implement new ways of learning
- Implementing new resources
- Developing step by step manuals to assist the representatives in the selling of digital platforms to the consumer
- Subject Matter Expert for insurance issues for all contact centre related queries
- Continuous coaching for all Superannuation and Insurance products
- On boarding of new coaches
- Roster Creation for all Coaching team
- Project Implementation
- Communicating with all internal stakeholders in relation to business changes
- Running group presentations outlining business/legislation changes
Knowledge Library Coach and Quality Analyst (Superannuation, Insurance, Retirement and Investment products)
Colonial First State
Sydney
04.2021 - 05.2022
- Answering complex/technical queries in regards to business processes/legislation from reps through the Technical Support line
- Running group/ 1-1 training sessions with newer reps offering them insights into the role and how best to achieve their KPI’s
- Keeping the contact centre informed about business process changes/legislation changes through daily Learning Updates/Weekly “Business As Usual” training sessions
- Assuring quality of phone calls taken by reps by listening to a set amount of calls each week and scoring based of soft skills, information provided and if business processes were followed
- Updating Training materials and Standard Operating Procedure guides to ensure we meet regulatory requirements
- Liaising with internal stakeholders from different departments to ensure the contact centre have the information they need to provide an exceptional customer experience
Customer Guidance Representative (Superannuation, Retirement and Investment Products)
Colonial First State
Sydney
04.2020 - 04.2021
- Educating members on how managed funds operate
- Educating members across 190 different managed fund options across various asset classes such as Fixed Income, Global and Australian Shares, Cash and infrastructure
- Explaining what economic factors (interest rates, supply issues, Covid – 19) influence option prices and performance
- Opening new accounts and explaining features of those accounts
- Retaining members through performance discussions
Customer Contact Representative (Superannuation/Insurance, Retirement and Investment Products)
Colonial First State
Sydney
03.2019 - 04.2020
- Responding to inbound calls professionally from investors, advisors and employers
- Providing clients with product and service knowledge across all investment and superannuation
- Providing comprehensive overviews of Death, TPD and SCI cover
- Updating client information and perform transactions and work requests as necessary
- Identifying client opportunities based on client data to promote products which match clients’ profiles
- Identify clients who may need general advice and refer them to the guidance team
- Identify client issues for investigation and resolution
- Presenting efficient and accurate information to all queries
- Meeting key performance indicator set out by management
- Explaining all aspects of superannuation, investment and pension products features to clients
Guest Service Agent
Ardent Leisure - Dreamworld
Gold Coast
09.2018 - 01.2019
- Answering guest complaints and questions
- Ensuring all presentation materials are reliable and correct
- Establishing a rapport with guests and business clients
- Ensure that a great guest experience is being had by all guests
- Meeting KPI and sales target in terms of ticket sales
- Upselling of 1 day tickets to 3, 7 or season pass tickets
- Administrative duties including entering guest information such as name, DOB, Email and address into Sirius Ware
- Building Relationships with Guests
Sales Associate
Under Armour
Gold Coast
02.2018 - 05.2018
- Cash Handling
- Helping Athletes/Customers find the right sizes, colours and fits
- Having extensive knowledge of all Under Armour Clothes and technologies
- Upselling
- Meeting KPI’s and Sales Targets
- Building relationships with Under Armour athletes and ensuring customer retention
Merchandise & Sales
Walt Disney World – World Of Disney & Mousegear
Orlando
01.2017 - 12.2017
- Cash Handling
- Providing Excellent Guest Service
- Handling crowds of up to 10,000 guests
- Restocking merchandise
- Reaching KPI’s and sales targets involved in role
- Ensuring membership sales are on track
- Relaying all membership information and levels to all guests
- Building relationships with all Guests
Education
RG 146 accredited -
Kaplan
01-2021
Bachelor of Business/Commerce (Majoring in Marketing/Finance) -
Griffith University
01.2017
High School Certificate -
Saint Stephens College
01.2012
Skills
- Microsoft office
- Insight
- Tableu
- Zendesk
- Genesys
- Communication
- Leadership
- Team Management
- Attention to detail
- Analytical
- Time Management
- Change management
- Product Management
- Problem Solving
- Negotiation
- Coaching
- Presenting
- High attention to detail
- Team Mentoring
- Trend Identification
- Account Updates
- Compliance Management
- Reporting and Documentation
- Training Materials
References
- Faisal Abdul, Operations Manager, Colonial First State, 0431 407 323
- Hawraa Al-Kazaaly, Team Leader, Colonial First State, 0403 627 607
Timeline
Member service manager
Superhero Markets
09.2023 - Current
2IC Operations Manager Coaching and Quality
Colonial First State
04.2023 - 09.2023
Senior Knowledge Library Coach
Colonial First State
05.2022 - 04.2023
Knowledge Library Coach and Quality Analyst (Superannuation, Insurance, Retirement and Investment products)
Colonial First State
04.2021 - 05.2022
Customer Guidance Representative (Superannuation, Retirement and Investment Products)
Colonial First State
04.2020 - 04.2021
Customer Contact Representative (Superannuation/Insurance, Retirement and Investment Products)
Colonial First State
03.2019 - 04.2020
Guest Service Agent
Ardent Leisure - Dreamworld
09.2018 - 01.2019
Sales Associate
Under Armour
02.2018 - 05.2018
Merchandise & Sales
Walt Disney World – World Of Disney & Mousegear
01.2017 - 12.2017
RG 146 accredited -
Kaplan
Bachelor of Business/Commerce (Majoring in Marketing/Finance) -
Griffith University
High School Certificate -
Saint Stephens College
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