- Health and Beauty
- Personal Development
- Reading and Writing
- Avid Chess Player
Rania Chandra
Melbourne,Australia
Summary
I am a driven and dedicated professional, known for my strong determination and commitment to excellence. With a solid foundation in the corporate world, I bring a depth of knowledge and adaptability that fuels my passion for continual growth. I thrive on new challenges and give my all to every opportunity, aiming to make a meaningful impact through a blend of insight, resilience, and a client-focused mindset. I am always looking to expand my horizons and embrace each step forward with dedication and purpose.
Overview
5
5
years of professional experience
Work History
Associate, Customer Care
MLC Life Insurance
11.2023 - Current
- Customer Care - Ensure customer interactions are handled in a timely manner in line with service level agreements
- Policy Education - Deliver in-depth policy education and explain procedural details to clients, ensuring clear understanding of coverage terms and claims requirements to promote a streamlined, informed experience.
- Risk Management - Ensure Risk Events are identified and escalated and raised in line with Event Management policy
- Claim Lodgement - Handle end-to-end claims for retail and NAB policies via calls, issuing forms, and providing policy details for client clarity.
- Existing Claims Support - Update clients and liaise with case consultants to ensure timely claim info.
- KPI Management - Consistently exceed KPIs in customer care, prioritising client satisfaction.
- Inbox Management - Prioritise and action inbox requests to support team workflow and communication.
Business Development Manager
Sherbaz Three Pty Ltd
06.2023 - Current
- Location Strategy and Market Insights - Conduct comprehensive market research and competitive analysis to identify high-potential locations for new restaurant openings, ensuring alignment with brand and growth objectives.
- Financial Forecasting and Budget Planning - Develop detailed sales forecasts and expense projections, supporting strategic planning and resource allocation to meet startup financial goals.
- Staffing and Employment Strategy - Collaborate on staffing plans by assessing hiring needs, discussing potential employment options, and setting up initial team structures to support new location launches.
- Partnership and Community Engagement - Build strategic relationships with potential partners, suppliers, and community contacts, fostering support networks that facilitate smooth restaurant openings and operational success.
Home Loan Service Specialist, Direct Lending
Commonwealth Bank of Australia
03.2023 - 09.2023
- Customer Relationship Management - Engage proactively with customers through inbound and outbound calls to foster strong relationships, meet their needs, and enhance overall satisfaction.
- Product Knowledge and Customer Education - Deliver precise, customized information on products and policies to guide customers in making informed financial decisions suited to their needs.
- End-to-End Claims and Request Management - Oversee the full claims process and customer requests, ensuring timely follow-up, clarity, and resolution to uphold a seamless customer experience.
- Compliance and Risk Management - Maintain adherence to service standards and promptly identify and escalate risk events in line with established protocols to mitigate potential issues.
- Collaboration and Workflow Management - Collaborate effectively with internal and external partners, managing inbox requests to streamline workflows and maintain effective team communication.
Analyst, Direct Workforce Management
National Australia Bank
08.2022 - 03.2023
- Analysis of internal and external industry trends, competitive threats and expansion opportunities to drive workforce strategies and decisions to develop large, complex forecasts and interval shrinkage plans that improve customer experience
- Develop relationships with internal stakeholders in order to gather information for forecasting accuracy
- Manage end-to-end forecasting process to ensure that the business has sufficient Supply to meet Demand whilst implementing interval pattern management to utilise bankers at the correct intervals to help deliver on strategic objectives
- Manage and deliver Supply/ Demand packs to senior stakeholders to help initiate recruitment
- Managing Enterprise Change Record (ECR) to ensure forecasts are as accurate as possible and business impacts are assessed correctly
Associate, Small Business Customer Care
National Australia Bank
03.2020 - 07.2022
- Proactive portfolio management of 50- 100 small business groups and providing active hardship assistance on a variety of consumer/ business lending products
- Engaging in negotiations for payment arrangements, hardship moratoriums and debt waivers with customers whose accounts have arrears within a range of 0 to 200 delinquent days
- Holding and exercising a high-level credit authority whilst managing aggregate groups for risk
- Engaging with bankers to discuss and implement tailored customer solutions whilst retaining excellent customer satisfaction
- Reviewing and implementing strategies for both business and sole customers within the appropriate procedural frameworks
- Analysis and decisioning of complex lending submissions, reducing potential bank exposure
Education
Bachelor of Arts - Businesses
RMIT University
Melbourne, VIC06-2026
GFIN - Professional Banking Fundamentals
Career Qualified In Banking
Melbourne01-2022
Skills
- Microsoft Suite
- NAB and CBA Banking Systems
- Aspect Software
Technical Skills
- Data Analysis and Visualisation
- Financial Planning and Modelling
- Marketing and Digital Platforms
Interests
Timeline
Associate, Customer Care
MLC Life Insurance
11.2023 - Current
Business Development Manager
Sherbaz Three Pty Ltd
06.2023 - Current
Home Loan Service Specialist, Direct Lending
Commonwealth Bank of Australia
03.2023 - 09.2023
Analyst, Direct Workforce Management
National Australia Bank
08.2022 - 03.2023
Associate, Small Business Customer Care
National Australia Bank
03.2020 - 07.2022
Bachelor of Arts - Businesses
RMIT University
GFIN - Professional Banking Fundamentals
Career Qualified In Banking
Similar Profiles
David (Dogan) GulhanDavid (Dogan) Gulhan
Loyalty and Retention Associate at MLC Life InsuranceLoyalty and Retention Associate at MLC Life Insurance
Bhavin MistryBhavin Mistry
Engineering Manager at MLC Life InsuranceEngineering Manager at MLC Life Insurance
Katlyn FoggieKatlyn Foggie
Customer Contact Team Memeber at MLC Life InsuranceCustomer Contact Team Memeber at MLC Life Insurance