DEV VEDANT
MELBOURNE
Overview
16
16
years of professional experience
Work History
PEOPLE LEADER
Medibank
Melbourne
05.2021 - Current
- Nurturing an inclusive and diverse environment that fosters growth and open communication.
- Implementing career development of team members and tracking accountability.
- Setting OKRs and objectives for the team to align with Medibank's 2030 vision.
- Coaching and mentoring team to achieve Team OKRs.
- Leading all aspects of customer service- back-office and phone team of consultants from all cultural backgrounds
- Conducting thorough analyses of team performance metrics, identifying areas for improvement and driving measurable enhancements in service delivery.
- Leading daily catchups, weekly skilling, scrums and coaching sessions, monthly one-on-ones.
- Handling escalations and guiding staff on providing resolution to customer queries.
- Liaising with stakeholders to derive requirements and to provide solutions to business problems.
- Consulting with internal and external stakeholders including senior management.
- Driving the day-to-day operations through engaging and supporting onsite consultants.
- Managing Change: Using technology and upgrading processes and systems for improved efficiency.
- Partnering with cross-functional support teams in optimising operational efficiency.
- Working alongside sales and marketing teams to create tailored customer onboarding plans and increase platform adoption and reduce churn.
- Presenting monthly, quarterly and annual performance reports to stakeholders.
- Conducting meetings - face to face for onsite support teams and online during Covid19 times.
- Using data to identify trends, improve resolution efficiency and enhance customer experience.
- Managing regular contact with partner universities.
- Generating reports and analysing data to budget resources.
- Improving processes to effectively manage time and simplify daily activities of business users.
- Planning and scheduling workforce - managing leaves, schedule adherence and absenteeism.
- Cost control: Allocating resources and managing overheads.
- Managing recruitment process: interviewing, onboarding facilitation and training.
CUSTOMER SERVICE CONSULTANT
Medibank
Melbourne
06.2017 - 04.2021
- Assisted students, hospitals, universities and agents over the phone and via email, face to face with relation to their health insurance.
- Single point of contact representing Medibank tenured at La Trobe and Swinburne Universities in face-to-face interactions.
- Lived Medibank values and helped business partners achieve their business goals.
- Created an environment of passion to genuinely help our business partners.
- Maintained partner accounts and identifying avenues to promote Medibank.
- Followed up on leads and converting leads into business opportunities.
- Collaborated with business development team to provide customized solutions to clients and partners to address their requirements.
- Participated in regular events at universities and seminars for migration agents promoting the Medibank brand.
- Fostered strong relationships with clients by providing personalized support, enhancing overall customer satisfaction and loyalty.
- Converted leads into business opportunities through proactive follow-ups, contributing to substantial growth in partner accounts.
- Coordinated with the business development team to craft tailored solutions, effectively addressing client needs and enhancing service delivery.
- Maintained meticulous records of partner accounts, ensuring accurate tracking of interactions and promoting strategic engagement.
- Promoted Medibank values at university events, creating a vibrant atmosphere that encouraged student engagement and brand loyalty.
CUSTOMER SERVICE CONSULTANT
Link Group for Australian Super
Melbourne
03.2017 - 05.2017
- Resolving member queries related to account balances, insurance and investments.
- Liaising with internal and external customers to complete claim application requests over the phone and via email.
- Collaborating with members to understand their superannuation needs.
- Generated avenues that lead to creating business opportunities for Australian Super.
PROJECT MANAGER
Kotak Mahindra Group
Mumbai
06.2010 - 01.2015
- Led multiple simultaneous projects involving multiple teams ranging from clients, vendors and internal stakeholders like development, testing and HR.
- Worked on various projects ranging from mobile applications to desktop applications.
- Prepared functional specification document, business requirement document, risk documents and test documents.
- Liaised with stakeholders to derive requirements during brainstorming, interview and workshops.
- Governed projects and planning project activities.
- Budgeted and planned resources.
- Maintained the project timelines using various tools like: JIRA and BASECAMP.
- Vendor Engagement: (London Stock Exchange, Bloomberg, Reuters, Cognizant, Herald Logic) and negotiating with vendors for finalizing CAPEX / OPEX model selection for projects.
- Performed functional testing, regression testing, UI testing, User acceptance testing.
- Signed-off and release deployment.
- Implemented solutions to influence scalability of projects.
Timeline
PEOPLE LEADER
Medibank
05.2021 - Current
CUSTOMER SERVICE CONSULTANT
Medibank
06.2017 - 04.2021
CUSTOMER SERVICE CONSULTANT
Link Group for Australian Super
03.2017 - 05.2017
PROJECT MANAGER
Kotak Mahindra Group
06.2010 - 01.2015