MARIA D'SOUZA
Pakenham,VIC
Summary
Innovative thinker with a mind for continuous improvement, adept at all computer systems from the Microsoft Business Office Suite including sharepoint. A wealth of experience in coaching and mentoring to crucial decision making for the betterment of process improvement and thinking outside the box. Calm under pressure and very supportive and understanding, also working in previous team leader / management roles , really enjoyed all previous roles and relish all types of challenges. Renowned Business Coach develops and improves processes by leveraging data and analytics, assessing root causes and providing insights to help companies drive strong results. Solid verbal, written and presentation skills, particularly in delivering constructive feedback and working through complex issues. Consistently mitigates long-term risks and finds path forward in difficult situations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Coach
Commonwealth Bank Of Australia
01.2022 - Current
- Coordinated team exercises and group discussions to increase training engagement
- Effectively creating and preparing learning workshops for
- FAS agents
- Developed training procedures and program curriculum to support corporate objectives for Financial Assistance Solutions agents
- Facilitate workshops using blended learning pathways, using both face to face & online platforms, ensuring to deliver a supportive & inclusive environment
- Attended meetings and seminars to obtain information for use in training programs and to inform management of training program status
- Maintained records of completed training and required recertification's
- Collaborated with management to periodically review and update training program objectives
- Conducted internal surveys and employee interviews, applying feedback to assess and improve training programs
- Contributed to employee development plans in support of job-specific skills development.
Team Manager
Commonwealth Bank Of Australia, CBA
07.2017 - 12.2021
- Motivate and encourage team spirit and team members to achieve excellent results by taking ownership of their work and demonstrating PACT behaviours
- Manage direct reports performance through HR accountabilities and systems including identifying high potential staff and manage underperforming staff
- Conducted monthly meetings to create business plans to drive successful monthly business
- Conducted quality, timely performance feedback and
Senior Collections Officer
Commonwealth Bank Of Australia, CBA
09.2010 - 06.2017
- Answering wide range of enquiries from team members and customers.
- Facilitating knowledge transformation about updated packages to customers.
- Promote and support , challenging and rewarding work atmosphere.
- Promoting team spirit & unity.
- Negotiating repayment arrangements in terms of delegations while ensuring high levels of customer service.
- Analysing & preparing reports & issuing correspondence.
Education
Management Training
Financial Assistance Solutions Academy
Commonwealth Bank , Melbourne , Australia05.2018
Bachelor of Commerce - Accounting & Information Systems
Mahatma Gandhi University
India05.2005
Post Graduate Diploma - Information Technology
National Institute Ernakulam, Kerala
Mahatma Gandi University India05.2005
Pre- Degree - Commerce
Saint Marys Anglo Indian Girls High School
05.2002
High School Diploma -
Mahatma Gandhi University
India05.1998
Skills
- Strong Verbal and Written Communication skills
- Coaching and Mentoring to achieve relevant targets
- Work Planning and Prioritization
- Continuous Professional Improvement
- Effective Customer Service Skills
- Conflicts Resolution Skills
- Leading & Facilitating Team Meetings
- Specialist skills in Learning & Development , HR , change management
- Competent in Microsoft Office Business Suite
Licences to work
WWCC - Working With Children's Card ( Working )
Expires 12/11/2026
Accomplishments
- Financial Assistance Solutions Leadership Award.
- FAS Ultimate Success Award 2019.
Awards
Certification
Computer Programming & Management Key Competencies
Management
- Leadership Fundamentals.
- Risk Management.
- Continuous Improvement.
Computer Programming
- Structured query Language ( SQL 7.0 ).
- Linux Application .
- Java Programming.
References
Belinda Fong-Gardner
Position: Manager , Commonwealth Bank of Australia
phone number: 0420751153
David Vu
Position: Team Manager, Commonwealth Bank of Australia
phone number: 0425799389
Timeline
Business Coach
Commonwealth Bank Of Australia
01.2022 - Current
Team Manager
Commonwealth Bank Of Australia, CBA
07.2017 - 12.2021
Senior Collections Officer
Commonwealth Bank Of Australia, CBA
09.2010 - 06.2017
Management Training
Financial Assistance Solutions Academy
Bachelor of Commerce - Accounting & Information Systems
Mahatma Gandhi University
Post Graduate Diploma - Information Technology
National Institute Ernakulam, Kerala
Pre- Degree - Commerce
Saint Marys Anglo Indian Girls High School
High School Diploma -
Mahatma Gandhi University
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