JOANNA HUYNH
Melbourne,Australia
Summary
A highly analytical and results-driven finance and administrative professional with extensive experience in sales, customer service, and client/stakeholder liaison. Known for exceptional problem-solving abilities, a keen attention to detail, and a solution-oriented approach. Demonstrates strong interpersonal skills, including empathy and active listening, to build and maintain positive relationships with both internal teams and external stakeholders. Committed to leveraging expertise and experience to contribute to organizational success and operational excellence.
Overview
11
11
years of professional experience
Work History
Credit Analyst/Loan Processor
Margin Finance
Moonee Ponds, VIC
09.2024 - Current
- Liaised with lenders and stakeholders to streamline financial processes.
- Analyzed financial data and researched lender policies to ensure product suitability for the clients and support mortgage approvals.
- Prepared loan applications for submission, including Broker Notes.
Client Liaison Specialist | 2IC & Mortgage Specialist/Loan Coordinator; Credit Analyst/Loan Processor
RKN Employment Pty Ltd (Formerly MYB Employment)
Melbourne, Australia
03.2019 - 09.2024
- Onboarded and supported clients via calls for seamless service integration
- Upsold and cross-sold products, contributing to significant revenue growth
- Conducted recruitment and exit interviews
- Analyzed and audited staff performance for quality control and to improve team performance and ensure compliance with company policies and regulations
- Trained and supported staff to enhance team productivity and service delivery
- Led team as 2IC and later Team Leader; managed call escalations and ensured smooth operations
- Liaised with lenders and stakeholders to streamline financial processes
- Analyzed financial data and researched lender policies to support mortgage approvals
- Prepared loan applications for submission
Memberline Consultant
RACV Insurance
Noble Park, Australia
01.2018 - 03.2019
- Managed inbound customer calls, providing support and assistance with insurance-related inquiries
- Quoted and processed insurance policies, addressing client needs effectively
- Troubleshot and updated existing insurance policies
- Resolved disputes and handled customer complaints efficiently
- Processed payments using SAP-based CRM systems
- Cross-sold products across motor and home insurance ranges
- Maintained compliance with company policies and met KPIs and SLAs
Sales Consultant
iSelect Health Insurance
Cheltenham, Australia
04.2016 - 01.2018
- Conducted outbound sales calls using warm leads and customer referrals
- Managed inbound sales calls, assisting clients with health insurance inquiries
- Cross-sold various products, including health, life/personal insurance, utilities market comparisons, and car insurance
- Ensured compliance with industry regulations while consistently meeting KPIs and SLAs
Customer Support and Sales Consultant
Telstra Global Contact Centre
Burwood, Australia
02.2014 - 04.2016
- Conducted outbound sales and service calls to the existing customer base
- Managed accounts and provided ongoing customer support
- Resolved customer disputes and ensured satisfaction with services
- Utilized Salesforce and Sebel CRM systems to manage customer data and service requests
- Met KPIs and SLAs while maintaining compliance with company policies
Education
Certificate IV -
Finance And Mortgage Broking
06-2021
REIV Agents Representative Statement of Attainment -
REIV
08-2016
Certificate IV -
Business Administration
01.2012
Skills
- CRM Software (Salesforce, SAP)
- Google Business Suite
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Adobe Suite
- Account Management
- Sales and Customer Service
- Data Analysis
- Process Optimization
- Compliance Management
- Oral and written communications
- Lending regulations
- Financial statement analysis
- Relationship management
- Credit analysis
- Data compilation
Languages
- English, Native
- Vietnamese, Proficient
- Mandarin, Advanced
- French, Beginner
Personal Information
Title: Client Liaison Specialist
Languages
English
Native/ Bilingual
Vietnamese
Professional
Chinese (Mandarin)
Limited
French
Elementary
Timeline
Credit Analyst/Loan Processor
Margin Finance
09.2024 - Current
Client Liaison Specialist | 2IC & Mortgage Specialist/Loan Coordinator; Credit Analyst/Loan Processor
RKN Employment Pty Ltd (Formerly MYB Employment)
03.2019 - 09.2024
Memberline Consultant
RACV Insurance
01.2018 - 03.2019
Sales Consultant
iSelect Health Insurance
04.2016 - 01.2018
Customer Support and Sales Consultant
Telstra Global Contact Centre
02.2014 - 04.2016
Certificate IV -
Finance And Mortgage Broking
REIV Agents Representative Statement of Attainment -
REIV
Certificate IV -
Business Administration
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