Harmony Forrrest
Sydney ,NSW
Summary
Proven change management expert from Commonwealth Bank Of Australia, adept in organizational development and strategic planning. Spearheaded initiatives improving stakeholder satisfaction and fraud prevention, showcasing exceptional decision-making and problem resolution skills. Achieved notable enhancements in customer service and operational efficiency without exceeding a single numerical percentage.
Overview
7
7
years of professional experience
Work History
Optimisation and Automation Change Manager, GFMS
Commonwealth Bank Of Australia, CBA
06.2021 - Current
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.
- Developed training materials and resources for smooth transitions during organizational changes.
- Designed processes and systems supporting business needs before, during and after transitions.
- Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
- Partnered with business teams to understand needs and mitigate potential problems.
- Facilitated workshops and training sessions to equip staff members with tools necessary for successful adaptation during periods of transition.
- Maintained up-to-date knowledge about industry trends in relation to change management methodologies and best practices.
Group Fraud Management Services Card Fraud Analyst
Commonwealth Bank Of Australia, CBA
01.2020 - 06.2021
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Identified emerging fraud trends by conducting regular market research and staying updated on industry best practices.
Credit Card Specialist
Commonwealth Bank Of Australia, CBA
11.2017 - 01.2020
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Assisted customers in understanding their credit card benefits, resulting in increased usage of available perks.
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
- Product knowledge across debit and credit.
Education
High School Diploma -
Mount View High School
2016
Skills
Organizational Development
Change Management Expertise
Decision-Making
Problem Resolution
Scheduling and Coordinating
Strategic Planning
Project Planning
Timeline
Optimisation and Automation Change Manager, GFMS
Commonwealth Bank Of Australia, CBA
06.2021 - Current
Group Fraud Management Services Card Fraud Analyst
Commonwealth Bank Of Australia, CBA
01.2020 - 06.2021
Credit Card Specialist
Commonwealth Bank Of Australia, CBA
11.2017 - 01.2020
High School Diploma -
Mount View High School
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