Deon Franklin
Melbourne,VIC
Summary
Enthusiastic Associate eager to contribute to team success through hard work, attention to detail and excellent organizational skills. I am motivated to learn, grow and excel in a new and challenging environment.
Overview
9
9
years of professional experience
Work History
Resource Planning Analyst
NAB
12.2022 - Current
- Developed workforce schedules to optimize resource allocation and meet operational demands.
- Analyzed workforce data to identify trends and forecast staffing needs effectively.
- Created weekly audit reports for senior leaders to ensure best practises were adhered to coached staff to ensure compliance and performance were not impacted.
- Conducted weekly meetings with senior leaders to discuss staffing, business strategies and projects that might impact the business.
- Collaborated with leaders, learning and developing and the analytics team to set up 2 business units while making recommendations to overall staffing and operating rhythm.
- Managed a National team of over 200 staff from various Australian states, whilst considering time zone differences and public holidays to ensure business performance is not impacted.
- Ensured meal breaks, leave and RDO's align to the Enterprise Agreement and are met
- Reduced ASA in businesses by 30% and abandonment by 5% by optimising optimising and making recommendations to the overall shrinkage plan for the business
- Built Power Query tool that automated a regular manual task, reducing overall team work load by 10%
- Juggled multiple responsibilities by ensuring tasks were prioritised well and deadlines were always met
- Monitored performance metrics, providing insights for continuous improvement in workforce management processes.
Associate - Small Business, Regional & Agri
NAB
05.2022 - 12.2022
- Processed new account requests, rolled over existing accounts, and closed matured accounts during Farm Management Deposit season.
- Managed customer relations through daily communications and interactions.
- Handled stakeholder requests while collaborating with Bankers and Retail staff across departments.
- Processed SVS approvals, AAC's, Debit & Credit Card requests, Equipment Finance payouts, and other business product openings.
- Conducted outbound calls to identify business needs and create departmental referrals.
- Achieved success under tight deadlines in a fast-paced environment.
- Resolved issues and enhanced operations while delivering exceptional service.
Associate - Complex Lending Solutions
NAB
09.2021 - 05.2022
- Analyzed customer financials, character, and serviceability while adhering to strict policies and laws.
- Calculated ratios to ensure compliance with company guidelines.
- Updated bankers and stakeholders on policy changes as needed.
- Processed transactional churns including securities sales, guarantees, refinances, limit reductions, term extensions, and amendments.
- Engaged daily with CCAs and bankers to efficiently manage files.
- Evaluated home loan applications and submitted detailed cases for DCA Holder decisions based on analysis.
- Contributed to the SCR Project assisting Health and Professional services for 12 weeks.
Associate - Advantedge Construction
NAB
05.2021 - 09.2021
- Processed progress payments for construction loans and evaluated documentation.
- Ordered valuation reports from government entities ensuring compliance with industry standards.
- Managed building contracts, compliance certificates, valuations, and progress payment forms related to construction loans.
- Coordinated with customers and brokers to ensure daily operations run smoothly.
- Exceeded KPIs while maintaining high work quality.
Customer Workforce Planner
Latitude Financial Services
06.2020 - 05.2021
- Balanced staffing levels with work volume.
- Collected data through daily reports on volume and staffing needs.
- Built schedules for agents across departments while incorporating business updates.
- Clarified operational and strategic objectives.
- Analyzed reports and made staffing recommendations.
- Forecasted call volumes and assessed staffing requirements based on business goals.
- Discussed future business changes/projects with stakeholders regularly.
Real Time Analyst
Latitude Financial Services
03.2020 - 06.2020
- Coordinate staffing allocation to meet service level objectives.
- Analyze reports and recommend staffing adjustments for productivity goals.
- Manage daily exceptions, update schedules, and respond to escalated requests.
- Facilitate real-time discussions with stakeholders.
Fraud Prevention Officer
Latitude Financial Services
04.2019 - 03.2020
- Conduct fraud investigations and report findings to management.
- Collaborate with law enforcement, vendors, and banks to validate information on fraud.
- Review fraudulent cases and process client claims.
- Advise identity theft victims on preventive measures.
- Coordinate with credit reporting agencies to block credit files and resolve fraudulent inquiries.
- Achieve KPIs for daily credit applications, including cards and loans.
- Adhere to compliance regulations in financial services.
Outbound Sales Specialist
Latitude Financial Services
05.2016 - 04.2019
- Examine and process loan applications.
- Negotiate suitable interest rates with customers.
- Identify opportunities to convert enquiries into customer solutions.
- Deliver excellent service while adhering to privacy laws and lending criteria.
- Exceed sales targets, meet monthly New Cash goals, and enhance NPS scores.
Outbound Sales Agent
Oz Green Homes
02.2016 - 04.2016
- Contact customers to sell merchandise or services
- Meeting KPI targets, such as number of sales per day, number of calls made and following strict compliance.
Education
Bachelor of Business - Banking & Finance And Financial Risk Management
Victoria University
Melbourne, VIC08.2019
Certificate III & IV in Fitness -
VFA Learning
10.2016
Skills
- Excellent written and verbal communication
- Problem solving
- Highly organised
- Organization and Time Management
- Collaboration
- Flexible & Adaptable
- Self-motivated professional
- Excellent attention to detail
- Microsoft Office Proficiency
Referees
Mitch Gillies
Manager, Workforce Optimisation – Business Care, NAB
Phone: 0401 432 634 Email: Mitchell.Gillies@nab.com.au
Georgia Aikman
Region Manager Associates RA VIC/TAS - Small Business, Regional & Agri, NAB
Phone: 0459 862 945 Email: Georgia.Aikman@nab.com.au
Timeline
Resource Planning Analyst
NAB
12.2022 - Current
Associate - Small Business, Regional & Agri
NAB
05.2022 - 12.2022
Associate - Complex Lending Solutions
NAB
09.2021 - 05.2022
Associate - Advantedge Construction
NAB
05.2021 - 09.2021
Customer Workforce Planner
Latitude Financial Services
06.2020 - 05.2021
Real Time Analyst
Latitude Financial Services
03.2020 - 06.2020
Fraud Prevention Officer
Latitude Financial Services
04.2019 - 03.2020
Outbound Sales Specialist
Latitude Financial Services
05.2016 - 04.2019
Outbound Sales Agent
Oz Green Homes
02.2016 - 04.2016
Bachelor of Business - Banking & Finance And Financial Risk Management
Victoria University
Certificate III & IV in Fitness -
VFA Learning
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