JULIAN NARAYAN
Sydney,Australia
Summary
Professional with strong expertise in building and maintaining client relationships, ensuring customer satisfaction, and resolving issues efficiently. Proven ability to collaborate with teams, adapt to changing needs, and deliver results. Skilled in communication and conflict resolution Known for reliability, adaptability, and customer-centric approach.
Overview
7
7
years of professional experience
Work History
Customer Relations Specialist
Commonwealth Bank Of Australia, CBA
12.2022 - Current
- Resolving customer complaints in accordance with internal and external dispute guidelines, policies and procedures and related policy documents in line with AFCA considerations.
- Collaborating with internal stakeholders, including legal, fraud, products, risk and compliance teams to ensure complaints are handled in accordance with company policies and regulatory requirements
- Monitoring and meeting key performance indicators related to complaint resolution, such as response times and resolution rates
- Supporting the team manager with general tasks including onboarding new starters as required
- Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
- Investigate and resolve customer dissatisfaction or problems, to improve negative customer experiences
- Negotiating with customers to provide the correct resolution for cases
- Identifying the appropriate external support services for customers experiencing vulnerability and financial hardship
- Manage and minimise potential escalation of complaints to the media avoiding litigation
Remediation Specialist
Commonwealth Bank Of Australia, CBA
02.2022 - 11.2022
- Carry out the Service Fee review in line with Service Fee Review and Remediation priorities
- Verify and validate the completeness of documentation within a case file in line with the prescribed process guidance
- Achieve or exceed performance targets in relation to quality and productivity for cases allocated
- Investigate and document discrepancies identified
- Performing operations duties in line with program requirements
- Working as a member of a team to ensure personal and team objectives and service standards are consistently achieved
- Provide input in the end-to-end Service Fee process
Digital Marketing Analyst Intern
AI Australia, Sydney
05.2020 - 10.2020
- Generated and identified sales opportunities
- Performed on-going maintenance and servicing accounts
- Provided admin/service/events/projects support
- Analyzed data
- Managed social media, especially LinkedIn and websites
- Produced Moodle content and courses for Sydney, Melbourne, and Brisbane AI Australia team members
- Researched and evaluated competitor marketing and digital content
- Contributed to the creation of mock-ups, email campaigns, and social media content
- Performed market analysis and research on the latest trends
Customer Service Representative
NAB, North Sydney
10.2018 - 10.2020
- Processed the allocated workload for MLC's corporate Masterkey superannuation product, focusing on new business and monies in transactions, including but not limited to: contributions, the creation of new accounts, and the refunding money to members/employers
- Worked efficiently, accurately and within the times scales and standards set out in service level agreements, service standards and performance targets, utilizing basic systems/equipment as required, in order to provide internal and external customers with high quality service
- Carried out quality control and necessary checks on own and team members' work as dictated by policies and procedures, and to resolve any administrative errors that have been identified so that the outcome meets the satisfaction of internal and external clients
- Carried out any other administrative duties as required to ensure the effective operation of the unit, such as the classification of inbound work items and record keeping
- Liaised with internal customers and external service providers, ensuring that instructions, inquiries and queries are acted on efficiently and effectively, and to maintain effective working relationships
Education
Bachelors of Science and Business - Marketing and Psychology
University Of New South Wales
11.2022
Skills
- Complaint Resolution, Inbound/Outbound Support, Conflict De-escalation
Customer Service & Communication
Operations & Compliance
- Regulatory Compliance (AFCA), Risk Mitigation, SLA/KPI Adherence
- Data Analysis, Case Investigations, Root Cause Identification
Analysis & Strategy
Timeline
Customer Relations Specialist
Commonwealth Bank Of Australia, CBA
12.2022 - Current
Remediation Specialist
Commonwealth Bank Of Australia, CBA
02.2022 - 11.2022
Digital Marketing Analyst Intern
AI Australia, Sydney
05.2020 - 10.2020
Customer Service Representative
NAB, North Sydney
10.2018 - 10.2020
Bachelors of Science and Business - Marketing and Psychology
University Of New South Wales
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