Kelzang Tashi
Lyons,Australian Capital Territory
Summary
Dynamic professional with a proven track record in customer service and operations management, notably at Bank Of Bhutan Limited. Excelled in enhancing customer satisfaction and streamlining branch efficiency. Skilled in loan documentation and client relationship management, achieving top-tier performance metrics. Demonstrates exceptional decision-making and team supervision, driving significant organizational growth.
Dedicated Rideshare Driver with 4 years of experience transporting passengers and accomplishing deliveries. Recognized for consistently exceeding customer expectations for quick response and pleasant transport experiences. Consistently high revenue producer with outstanding safety record.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Uber Driver
Uber Australia Pty Ltd
08.2020 - Current
- Safely transport passengers from pick up location to designated drop off location
- Follow all traffic rules and regulations while on road to ensure safe and smooth rider experience
- Built and maintained positive relationships with passengers by providing friendly and professional service.
- Achieved high customer ratings on post-trip surveys for timeliness, vehicle cleanliness, and customer service.
- Ensured passenger safety with strict adherence to traffic regulations and proactive driving habits.
- Maintained excellent ratings from passengers by consistently delivering friendly service and timely pickups.
- Navigated complex urban environments confidently, ensuring seamless transportation experiences for passengers.
- Resolved conflicts professionally, addressing any passenger concerns or issues calmly and effectively.
- Responded to passenger concerns and complaints politely and professionally.
- Developed strong communication skills while interacting with diverse groups of riders daily.
- Followed company guidelines and policies when interacting with passengers.
- Assisted passengers with loading and unloading luggage for enhanced customer care.
Cleaning Service Officer
ACT Education Directorate
07.2020 - 01.2021
- Sanitized high touch points
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Provided exceptional customer support, leading to increased client retention and loyalty.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
Branch Manager
Bank Of Bhutan Limited
01.2015 - 12.2019
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Assessed employee performance and developed improvement plans.
- Complied with regulatory guidelines and requirements.
- Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
- Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Loan Officer
Bank Of Bhutan Ltd
10.2011 - 12.2014
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Submitted loan applications to underwriter for verification and recommendations.
- Examined customer loan applications for loan approvals and denials.
- Developed strong relationships with customers through high levels of customer service.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Advised clients on mortgage, education, personal loans and various other loan options
- Conducted thorough credit analysis to minimize risk exposure for the financial institution.
- Developed and implemented marketing campaigns to attract new customers.
- Monitored performance of existing loan portfolios to identify and address any issues.
- Collaborated with other departments to promptly process loan applications.
- Contributed to the growth of the organization by actively participating in various marketing initiatives aimed at promoting its loan products and services.
- Developed and maintained relationships with customers, lenders and other third parties.
Education
Master of Communication - Marketing
University of Canberra
Canberra, ACT11.2021
Bachelor of Business Administration - Accounting
Gaeddu College of Business Studies
Gedu, Bhutan06.2011
Skills
- Excellent Customer Service
- Patience and understanding
- Customer Engagement
- Branch Operations Management
- Customer Relationships
- Excellent time management skills
- Team Supervision
- Client Relationship Management
- Staff Management
- Decision-Making
- Loan Documentation
- Excellent navigation
- Proficient in MS Office
- Proficient in Core Banking Software (BaNCS software)
- Proficient in Core Banking Software (Flexcube software)
- Proficient in Loan Origination System Software (Intellect Origination)
- Proficient in Automatic Teller Machine (ATM) functionality
Certification
- Post Graduate Diploma in Banking, Diploma Course from Institute of Finance, Banking and Insurance, Kolkata, India, 2014
- Training on Action Learning Workshop: Coaching for Managers, Certificate course by Financial Institutions Training Institute Ltd, Bhutan, 2019
- Program for Branch Managers for the officials fo Bank of Bhutan, certificate course by State Bank Academy, India, 2017
- Training on BaNCS, CBS refresher course, certificate course by Bank of Bhutan, Bhutan, 2017
- Program on Banking Management, Certificate course by Asian Institute of Technology, Thailand, 2016
- Program on Universal Human Values, certificate course by Royal University of Bhutan (Jigme Namgyel Polytechnic), Bhutan, 2015
- Programme on Credit Analysis, Certificate course by National Institute of Bank Management, India, 2014
- Training on Customer care, certificate course by Institute for Management Studies, Bhutan, 14
- Training on CBS functionality, certificate course by Bank of Bhutan, Bhutan, 2014
- National Graduate Orientation Programme, certificate course by Ministry of Labour and Human Resources, Royal Government of Bhutan, 2011
- Training on Procurement Compliance, certificate course by The Chartered Institute of Purchasing and Supply, Bhutan, 2011
Timeline
Uber Driver
Uber Australia Pty Ltd
08.2020 - Current
Cleaning Service Officer
ACT Education Directorate
07.2020 - 01.2021
Branch Manager
Bank Of Bhutan Limited
01.2015 - 12.2019
Loan Officer
Bank Of Bhutan Ltd
10.2011 - 12.2014
Master of Communication - Marketing
University of Canberra
Bachelor of Business Administration - Accounting
Gaeddu College of Business Studies