Dheeraj Balla
Melbourne,Australia
Summary
Business Recoveries professional with over five years of experience in collections, financial hardship support, and customer relationship management. Skilled in negotiation, compliance, and risk awareness with a proven ability to deliver strong recoveries outcomes while maintaining customer empathy and adherence to regulatory guidelines. Experienced in stakeholder collaboration, process improvement, and data-driven decision-making to achieve sustainable results. Seeking to contribute these capabilities to a Business Recoveries Associate role at NAB.
Overview
9
9
years of professional experience
Work History
Quality Analyst
Probe CX
07.2022 - Current
- Evaluated customer interactions to ensure service quality, compliance, and process improvement.
- Delivered actionable feedback to improve operational performance and customer outcomes.
- Collaborated with cross-functional teams to refine recovery processes and enhance service delivery.
- Applied analytical insights to guide decisions, supporting compliance and efficiency.
Collections Officer
Probe CX
03.2020 - 07.2022
- Managed a high-volume portfolio of accounts to achieve recovery targets.
- Negotiated payment arrangements with customers while maintaining empathy and compliance with financial regulations.
- Supported customers experiencing hardship by identifying tailored repayment solutions.
- Maintained accurate records of collections activity and reported on portfolio health.
- Partnered with internal teams to streamline collections and reduce risk exposure.
Restaurant Manager
Subway
09.2016 - 02.2020
- Recruited, trained, and managed employees to deliver customer service excellence.
- Oversaw financial processes including daily banking, stock control, and compliance.
- Ensured adherence to workplace safety and operational standards.
- Handled escalated customer concerns with professionalism and resolution focus.
Education
Master of Business Administration -
Holmes Institute
Master of Networking -
Melbourne Institute of Technology
Skills
- Debt Recovery & Collections
- Financial Hardship Support
- Customer-Centric Negotiation
- Compliance & Risk Awareness
- Stakeholder Engagement
- Analytical & Problem-Solving
- Time & Portfolio Management
- Effective Communication
- Continuous Improvement
Timeline
Quality Analyst
Probe CX
07.2022 - Current
Collections Officer
Probe CX
03.2020 - 07.2022
Restaurant Manager
Subway
09.2016 - 02.2020
Master of Business Administration -
Holmes Institute
Master of Networking -
Melbourne Institute of Technology