Gabriela Gorgievski

• Proactively manage risks
• Meet all policies and compliance requirements
• Perform controls
• Adhere to Process and procedures pertaining to the role
• Escalate events, issues or breaches as they are identified Floor support and budding for all the new trainees
• Communicating with customers and bankers daily to develop plans to either cure customers arrears or clear total debt
• Determine key trends and reoccurring issues with consumer and business accounts Understanding customer's financial situations and developing a strategy
• Develop and provide feedback on processes, accounts and systems in order to reduce double handling and increase efficiency
• Successfully met and exceeded Key Performance Indicators (KPIs) on a consistent basis, demonstrating a strong commitment to performance excellence
• Managed both inbound and outbound calls in a fast-paced call center environment, maintaining a high level of professionalism and customer satisfaction
• Managed both inbound and outbound calls in a dynamic call center environment
• Responded to customer inquiries, resolved issues, and provided product information, resulting in improved customer satisfaction ratings
• Collaborated with cross-functional teams to escalate complex issues, contributing to prompt issue resolution
• Demonstrated strong active listening skills, adapting communication style to each customer's needs and always maintaining professionalism
• Reflecting effective communication and problem-solving skills
• Working with vendors and stakeholders, i.e
• Bankers, External and Internal Legal, LMI, Credit and Risk to create strategies for assisting customers in line with out NAB values and to reduce dispute

Risk Management & Compliance

• Proactively managed risks, ensuring adherence to policies and compliance requirements.
• Performed regular controls and adhered to processes and procedures relevant to the role.
• Escalated events, issues, or breaches promptly to mitigate risk.
• Worked with vendors and stakeholders (e.g., bankers, external/internal legal, credit, and risk teams) to create strategies aligned with NAB values and reduce disputes.

Customer Relationship Management

• Communicated daily with customers and bankers to develop plans for curing customer arrears or clearing total debt.
• Demonstrated a deep understanding of customers' financial situations to develop personalized strategies.
• Responded to customer inquiries, resolved issues, and provided product information, resulting in improved customer satisfaction ratings.
• Utilized strong active listening skills and adapted communication style to meet customer needs.

Operational Efficiency & Process Improvement

• Identified key trends and recurring issues with consumer and business accounts, leading to improved solutions.
• Developed and provided feedback on processes, accounts, and systems to reduce double handling and increase efficiency.
• Supported floor activities by mentoring new trainees and providing guidance to ensure smooth operational flow.

Performance & KPI Achievement

• Consistently met and exceeded Key Performance Indicators (KPIs), demonstrating a strong commitment to performance excellence.
• Managed both inbound and outbound calls in a fast-paced call center environment, maintaining a high level of professionalism.

Collaboration & Cross-Functional Engagement

• Collaborated with cross-functional teams to escalate complex issues, contributing to prompt issue resolution.
• Worked closely with external and internal teams (e.g., legal, credit, risk) to devise solutions that align with organizational goals.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.

• Team Leader Skills
• Knowledge on JSEA's and SWMS
• Stop traffic coming with a stop and slow bat
• Watch for pedestrians crossing when at a site
• Close up sites and barricade with bollards

• Stop traffic coming with a stop and slow bat
• Watch for pedestrians crossing when at a site
• Close up sites and barricade with bollards
• Organized and detail-oriented with a strong work ethic.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed and maintained courteous and effective working relationships.

• Stop traffic coming with a stop and slow bat
• Watch for pedestrians crossing when at a site
• Close up sites and barricade with bollards
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Worked effectively in fast-paced environments.
• Self-motivated, with a strong sense of personal responsibility.