DERESHAN GOVENDER
Williams Town, Williams Landing ,Victoria
Summary
An experienced and highly skilled team player with a passion for delivering exceptional customer and business outcomes. I am adaptable, fast learning, and always seeking ways of improvement to add value to my team. I am an excellent communicator and extrovert by nature who thrives in collaborative team environments. I am a relentless learner who is ready to leverage my background in financial services and advance my technical skills.
Overview
8
8
years of professional experience
Work History
Marketing Campaign Analyst
Lend & Protect (Home Ownership), ASB
Auckland, New Zealand
01.2022 - 01.2024
- Design and build data for targeted customer communications using tools including IBM Campaign and SQL
- Work collaboratively within an agile squad (Marketing, Technology and Product Management) to interpret and refine conversation requirements into technical data briefs
- Ensure successful scheduling and digital delivery of marketing communications to customers and supporting in the day-to-day operations of leads to frontline
- Support appropriate risk management policies, strategies, and processes to identify, manage, communicate and mitigate risk
- Ensure adherence to marketing and financial services regulatory and compliance requirements
- Consistently apply processes and quality assurance checks to ensure standardization and high accuracy of conversation outputs
- Work with the Technology platform to develop new data sources and automate marketing communications
- Extract information from large and complex data sets to deliver insights to the business
- Conduct extensive testing on new campaign builds, change requests to in-market campaigns, and pre and post-campaign analysis
- Develop process support documentation for colleagues during training and onboarding
- Supporting and mentoring new Associate Analysts transitioning into the team with onboarding, demonstrating best practices, providing sound guidance and implementing fortnightly check-ins
- Additional responsibilities: Nominated to be the team Agile-facilitator, responsible for facilitating all squad Agile ceremonies
- Running daily stand-ups to gauge sprint progress, support needed and blockers identified
- Coordinating and facilitating sprint planning sessions to prepare and prioritize the backlog, mapping out user stories, tasks and epics for the sprint ahead
- Similarly, conducting refinement sessions as an opportunity to check sprint goals progress and whether tasks are on track for completion within the current sprint
- Planning squad retro sessions to discuss what went well or could have gone better, documenting learning opportunities to apply in future sprints.
Associate Marketing Campaign Analyst
Build And Run My Business, ASB
Auckland, New Zealand
04.2020 - 01.2022
- Work collaboratively with Marketing Managers, Product Managers and analysts in the business squad to interpret and refine conversation requirements into technical data briefs, ensuring effective consultation and adherence to sign-off processes
- Focus on continuous process improvement in relation to accuracy, relevancy, timeliness and success of marketing conversations and associated processes
- Liaise with internal stakeholders and external agencies on the design and build of targeted customer communications
- Conduct pre and post-campaign analysis using tools such as Tableau for reporting
- Supporting my squad's Customer Experience Owner through 'T-shaping', by conducting various types of marketing communication reviews to review and improve campaign effectiveness
- Using IBM Campaign (Unica) and SQL (MySQL Server) to design and build targeted customer communications and for the optimization of campaigns
- Consistently apply processes and quality assurance checks to ensure standardization and high accuracy of conversation outputs
- Contribute to Tribe and Squad KPIs in an Agile environment, through being an active participant in all ceremonies such as sprint planning, review, retro and stand up sessions.
Customer Service Representative
ASB
Manukau, Auckland, New Zealand
01.2019 - 03.2020
- Consistently provided exceptional customer service by resolving customer issues and inquiries and supporting all over-the-phone banking needs
- Presented the appropriate financial and product advice while ensuring all inquiries were passed on to the right areas of the business
- Product knowledge of the bank's retail products (investments, lending and general retail banking products)
- Accomplished many milestones, including being nominated for Best general banking agent (for both Albany and Manukau sites), finishing in the top 10 for product sales in multiple quarters, receiving 10/10 scores for ASQCs (voice of customer) feedback, and winning Manukau site's QC award for the quarter.
Sales and Service
Farmers Department Store East Auckland
Auckland, New Zealand
09.2015 - 12.2018
- Sales and merchandising of goods (replenishment and general care) while consistently meeting sales targets and KPIs
- Assisting customers with all inquiries, including remedying customer problems and dealing with various complaints
- Trained and mentored new sales staff on customer service, product knowledge, and sales techniques.
Education
Bachelor of Business in Marketing & Information Systems -
Auckland University of Technology
Auckland, New Zealand07.2020
Skills
- Technical - Internal & External Stakeholder Management
- Agile Methodology
- SQL
- Analytical Thinking
- Reporting
- Risk Management
- Marketing Regulatory & Compliance
- Systems/Software - Unica Campaign
- Microsoft AzureDevOps
- MySQL Server
- Microsoft Office 56b
- Tableau
- Personal - Effective Time Management
- Problem Solving
- Multitasking
- Proactive Team Player
- Written & Verbal Communication
- Prioritization
Affiliations
Hobbies
- Jiu-jitsu
- Kickboxing
- Walking my dog
References
References available upon request
Timeline
Marketing Campaign Analyst
Lend & Protect (Home Ownership), ASB
01.2022 - 01.2024
Associate Marketing Campaign Analyst
Build And Run My Business, ASB
04.2020 - 01.2022
Customer Service Representative
ASB
01.2019 - 03.2020
Sales and Service
Farmers Department Store East Auckland
09.2015 - 12.2018
Bachelor of Business in Marketing & Information Systems -
Auckland University of Technology
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