Ipar Shohrat

During my present time as a Property Solutions Specialist, I have expanded my knowledge from FA hardship which has proven to be incredibly useful. My knowledge within the Collections department is extensive which is clearly shown in my work every day. I Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business whilst i followed up on customer interactions to maintain customer communication and successfully close resolved issues.

Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.

Kept accurate records of customer interactions to be used for training, quality assurance and future reference. I responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty. I have had experience in training new recruits through buddying processes, and monitored the new recruits through each stage of their induction. To add, i been successful in the additional role of an Oursay champion, previously recognized for becoming a vital part of my leader’s transition into the secured team and much more. I see myself as a very driven and knowledgeable person with a creative side. I can always think outside the box and find new and improving ways to help with not only my own improvement but the rest of my team. I strive to assist my colleagues through the skill of attention to detail as I can identify errors through day to day processes and report them to management. Therefore my risk mindset allowed me to be successful in being a VSO within property solutions as well. I contribute to creating monthly floor packs which I deliver to SMs, EMs, Midstage and late stage teams which include in depth updates as well as team bonding exercises. As such a large amount of team members and team leaders approach me for assistance I am considered a highly skilled agent within the Property Solutions Mid-stage team. This is also seen through my KPIs which have continuously shown high results even throughout the many changes and updates within the department.

As Financial assist (hardship) specialist, it was my key responsibilities to take care of vulnerable customers and improve their overall financial wellbeing. On a daily basis i review initial financial aid applications for accuracy and compliance with reporting standards. I was able to experience a large number of complex calls which I handled with care whilst developing and maintaining relationships with customers, lenders and other third parties. I actively assisted clients with improving financial health by counselling on issues such as excessive spending and borrowing. Researched and updated industry knowledge on changing legislation and regulations. My problem solving skills enabled me to find the right solution for every unique customer which raised my KPI for instalments kept at above 85% which confirmed I was in fact providing the proper solutions

This role increased my ability to multi-task and become extremely risk focused. I managed a number of credit facilities including credit cards, personal loans, home loans and DDA accounts with care. My success within Financial hardship was due to a number of reasons such as perseverance and accurate record keeping, including my ability to take on feedback to improve my skills.

During my time as a Customer Service Specialist I have continuously improved the financial wellbeing of my customers by referring them for a financial health check or supporting them through their home buying journey by booking in home loan appointments and creating opportunities for them to review their current financial needs. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Complied with company policies and procedures by encouraging positive and effective work environment among employees. Reinforced established quality control standards and followed procedures for optimal customer interactions. Analyzed customer service trends to discover areas of opportunity and provide feedback to management. I consistently gave myself daily goals to achieve and on many occasions exceed. I also pride myself in helping customers through their online banking or provide extra help whilst utilizing our available technology. I offered unique help to all my customers to ensure they feel special and well looked after, this was evident through the multiple positive feedback and NPS results each month averaging 10. Whilst providing amazing customer service and exceeding my day to day goals, I vastly improved the amount of achievements I received. This includes an increase in Can points and continuously being recognized on the CBA recognizing people portal throughout the multiple branches I had assisted in. I also ensured that all e-learning, bulletins and KPI’s have been completed to refresh all information, keep up to date with any changes within CBA and meet targets which enables me to have better conversations with all my customers and better help them with their financial well being thus adding value to their overall experience.

My responsibilities included the approval and audit of all online orders in the Sydney store including inventory checks, training of all new staff, completing any compliance accreditation to all staff and continuous involvement in customer sales face to face. I maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success. I Evaluated employee performance and conveyed constructive feedback to improve skills.

Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

I was successfully promoted from a customer service rep to a Management rep within the span of 4 months due to my hardworking nature and excellent attention to detail which were shown through minimal to no issues in my work. I was able to continuously keep up with the fast paced retail environment whilst refreshing all new inventory, which in turn grew sales from $28,000 to $35,000 per week. This role assisted in growing my confidence and decision making as the environment was a very up beat with a high rate of customer engagement

This in turn allowed an overall spark of personal growth in relation to my creative skills.