Jasmine Mahon
St Kilda,VIC
Summary
I am a dedicated professional with ten years' of experience in change and customer experience. I bring unwavering personal ethics, a drive to make a difference, customer advocacy focus, strong work ethic. and communications and relationship skills.
I am known for delivering excellence in the following areas: Change Management, Community Committee Member, Operational Event Risk Management, Training Facilitation & Instructional Design, Communications, Stakeholder Management, Project Delivery, Customer Experience.
Overview
19
19
years of professional experience
Work History
Change and Implementation Analyst
Insignia Financial | MLC Operations
01.2022 - Current
- Produce operational change communications originating from channels such as projects, technology, regulatory change
- Work closely with senior stakeholders and frontline teams to provide member experience 'lens' over initiatives that fosters MLC's brand
- Attend operations meetings for stakeholder updates/engagement and to track against key milestones such as timelines and budget
- Review, develop content and recommendations for business enhancements including communications strategies, process documents and training material
- Update internal change dashboard and provide weekly report to business.
- Utilized strong communication skills to present progress updates and recommendations to stakeholders throughout each project phase.
Senior Analyst, Customer Care
National Australia Bank (NAB)
01.2019 - 09.2021
- Develop weekly internal communications as part of employee updates and engagement
- Foster strong stakeholder relationships across 16 teams
- Identify customer pain points (NPS data) and deliver uplift initiatives
- Manage vulnerable customer initiatives in collaboration with trusted partners: natural disasters, financial hardship, domestic violence, pandemic support to ensure customer wellbeing and engagement
Consultant, Plum Customer Event Remediation
National Australia Bank (NAB)
01.2019 - 09.2019
- Event investigation and remediation
- Stakeholder management including legal, risk, technical writers, change and frontline teams
- Project communications
- Prepare event breach reports and regulatory papers (ASIC, APRA).
Lead, NAB Assist Incident Management
National Australia Bank (NAB)
01.2017 - 01.2018
- Project communications, drive frontline team engagement
- Build stakeholder trust in the project by developing relationships with leadership team
- Manage incidents end-to-end with solution design team.
Lead, NAB Assist Communications & Change
National Australia Bank (NAB)
01.2015 - 01.2017
- Develop project communications: emails, visual displays, manage team inbox, create change engagement videos scripts
- Manage change engagement with SMEs and frontline teams
- Develop communications plans.
Lead, NAB Assist Customer Experience
National Australia Bank (NAB)
01.2014 - 01.2015
- Communications, employee engagement
- Customer advocacy lens over initiatives and NPS data
- Foster strong stakeholder relationships and engagement for initiatives.
Lead, NAB Assist Training Hub
National Australia Bank (NAB)
01.2013 - 01.2014
Team Lead, NAB Assist/Collections Contact Centre
National Australia Bank (NAB)
01.2006 - 01.2013
- Personal lending products
Education
Associate Degree, Professional Writing & Editing - Journalism, speeches, short story, novel development, editing
RMIT University
01.2021
Business Writing Skills - Report and Paper writing -
Swinburne University
01.2019
Certificate IV Training & Assessment -
RMIT University
01.2014
Certificate IV Operations Management -
Swinburne University
01.2013
Skills
- Change Communications
- Stakeholder and employee engagement
- Project delivery
- SharePoint, internal updates, customer letter reviews
Internshipspublications
- Emerging Writers' Festival, Festival newspaper (The Gazette) production team, 2018-01-01, 2021-01-01, Produce daily gazette for two-week run, Provide editing & proofing, Submit content as an author
- Brightside Story Studio, Manuscript development, 2018-01-01, 2021-01-01, Manuscript development with studio director and author (structural edit, story arc, narrative pace), Provide fact checking, proofreading and chapter summaries
- RMIT Clover Press, Anthology editing and proofreading, 2018-01-01, 2021-01-01, Content selection, structural and copy editing, Contributing author
Professionalaccomplishments
- Relationship Manager for value-added services procurement – third party customer support initiatives
- NAB Assist customer support transformation (vulnerable circumstances, financial hardship)
- Natural disaster customer support uplift
- Social responsibility: drive team volunteering events including Cancer Council Victoria Relay for Life committee team (600k+ raised), Victorian Foodbank, The Smith Family, Kids Under Cover
- Designed 'Soft Skills' training for NAB Assist contact centre, developed training module and redesigned Contact Centre scripting
References
References available upon request
Training
- APMG – Change Management Practitioner accreditation
- FINSIA – Professional Banking Fundamentals accreditation
- Kildonan Uniting Care – Supporting Customers in Vulnerable Circumstances
- Leadership & Project Management training: Leading Change Transitions, Leadership Fundamentals, Adaptive Leadership, Quality Conversations, Six Sigma Yellow Belt, NAB High Potential Program
Timeline
Change and Implementation Analyst
Insignia Financial | MLC Operations
01.2022 - Current
Senior Analyst, Customer Care
National Australia Bank (NAB)
01.2019 - 09.2021
Consultant, Plum Customer Event Remediation
National Australia Bank (NAB)
01.2019 - 09.2019
Lead, NAB Assist Incident Management
National Australia Bank (NAB)
01.2017 - 01.2018
Lead, NAB Assist Communications & Change
National Australia Bank (NAB)
01.2015 - 01.2017
Lead, NAB Assist Customer Experience
National Australia Bank (NAB)
01.2014 - 01.2015
Lead, NAB Assist Training Hub
National Australia Bank (NAB)
01.2013 - 01.2014
Team Lead, NAB Assist/Collections Contact Centre
National Australia Bank (NAB)
01.2006 - 01.2013
Associate Degree, Professional Writing & Editing - Journalism, speeches, short story, novel development, editing
RMIT University
Business Writing Skills - Report and Paper writing -
Swinburne University
Certificate IV Training & Assessment -
RMIT University
Certificate IV Operations Management -
Swinburne University
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