Jenny Van

Business Coach

• Facilitated training sessions and assisted with up-skilling staff significantly improving service level across business unit
• Mentored and trained over 100 employees across onshore and offshore teams increasing staff productivity, quality of service and customer satisfaction

Loan Analyst

• Resolved customer complaints regarding unsecured lending products in an efficient and courteous manner
• Identified and monitored potential risks and ensured controls are in place to mitigate risks across the business unit
• Delivered 30-35 customer outcomes for personal loan applications per day, monitoring progress from start to finish
• Handled 30-35 inbound calls per day to answer enquiries, process applications, and resolve issues regarding personal loan applications
• Reviewed loan applications and supporting documents for accuracy and completeness according to company policies and procedures
• Maintained a productivity of 100%+ consistently each day

• Pitched products and services to potential customers, securing new deals and sales opportunities
• Made an average of 60 inbound calls per day
• Developed and maintained working knowledge of products and services to deliver timely, accurate information
• Provided information about available products and services
• Worked with multiple means of communication within fast-paced environment
• Set up appointments with interested customers according to schedule availability

• Used automated mail processing equipment to sort and collate mail
• Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
• Weighed letters and packages and calculated costs based on classification, weight and destination
• Processed a number of identity service documents - passport applications, tax file number and land title forms
• Sold postal products and services to business and personal consumers

• Provided excellent customer service by greeting customers and meeting quality expectations
• Assisted other team members to achieve goals
• Became familiar with products to answer questions and make suggestions
• Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
• Set positive example for team members by providing high-quality, efficient service
• Trained new employees, sharing knowledge and expertise of coffees, teas and merchandise.