MEENA ZAHIR
Sydney,NSW
Summary
A self starter, dedicated and accomplished client service manager with a versatile skill set, demonstrating a consistent history of upholding and maintaining high standards of superior client service that bolsters relationships and enhances the organisational repute. Driven by a fervent dedication to delivering exceptional service, and motivated to achieve and exceed business objectives in rapidly evolving and competitive environments.
With an extensive 14-year tenure in the Fintech and customer service sector, I've cultivated substantial expertise. This spans across leadership and management, overseeing client accounts, delivering comprehensive system training, meticulous case management, adeptly implementing tailored software solutions, skillfully resolving disputes, conducting comprehensive policy and procedural research, interpreting regulations, executing recruitment strategies, adeptly managing personnel, conducting insightful performance assessments, and excelling in providing client services across multifaceted B2B and diverse service-oriented environments.
Overview
16
16
years of professional experience
Work History
Case Manager
EML, Employers Mutual
10.2023 - Current
- Proactively manage the claims and injury management aspects of a caseload of significant worker's compensation claims within legislation and achieve compliance on the performance measures.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Coordinated essential services for clients, resulting in improved overall well-being and self-sufficiency.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Manager, ECommerce
Corum Group Australia
03.2018 - 03.2022
- Managing a portfolio of Real Estate and Corporate clients and delivering client-focused solutions based on customer requirements
- Working in conjunction with development team, senior management and the Customer Support team to establish customised software solutions to meet client requirements
- Managing and maintaining timely provision of inbound support service and outbound customer care/account management for the eCommerce team of 7 staff members
- Establishing and adjusting work schedules and job assignments to account for changing staff levels and expected work load. Assigning tasks according to employee strengths, experience and training and customer requirements.
- Cross-training existing employees to maximise team agility and performance.
- Improving profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
- Liaising with CFO and Finance department to review profit and Loss data to ensure controlled costs and optmised spending via restructuring of budgets for labour, inventory purchasing and technology upgrades.
- Resolved client complaints, disputes and charge backs escalated by customer support team
- Improved office operations by automating client correspondence, record tracking and data communications.
- Interviewed and hired new employees for the eCommerce Department
EComm Account Management/Customer Support Supervisor
Corum Group Australia
03.2015 - 03.2018
- Providing account management and technical support for a portfolio of over 300 Real Estate and Corporate clients.
- Registering and On-boarding new clients on our eComm platform.
- Providing system and product training to new and existing eCommerce clients via F2F or Online training tools to ensure improved customer satisfaction.
- Conducting regular client check-ins and feedback gathering to ensure we can improve our processes, address client requirements and retain clients.
- Researching and analysing competitor information to ensure we continue providing competitive pricing and service.
- Resolving escalated disputes and customer support issues.
- Monitoring employees' productivity, QA and adherence to defined processes via Cisco dashboards and Stats reporting tools to enable proactive action on delays compromising SLA's and customer satisfaction.
- Providing backup inbound call and email support to assist the inbound team in peak periods and to assist with team absences and lunch periods.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Contributed to annual revenue goals by signing up new clients in a declining market and building on client relationships.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care
- Improved customer satisfaction by consistently providing timely and accurate support to clients.
Ebanking Officer
Bank of Tokyo MUFJ, BTMU
07.2011 - 12.2012
- Global Cash Management Service's (GCMS) system administration and maintenance
- Onboarding training support for pre and post sales clients through system demonstration, installation and training
- Providing technical support to GCMS and EPS clients and end users via phone, email and F2F.
- Project Management (System Upgrades and System Migration), planning and liaising with internal departments to ensure system migration to GCMS Plus is carried out effectively
- Providing post implementation support for GCMS Plus clients
- Providing back up network and telecommunications support
- System access management for internal and external customers
- Established and maintained internal office procedures to ensure compliance to banking regulations are met
- Trained and monitored new hires and contractors on ebanking products and system migration project.
- Proved successful working within tight deadlines and fast-paced atmosphere
Customer Service 2IC
Corum Group Australia
06.2008 - 12.2010
- Supervising timely provision of customer support to key eComm clients via phone, email and fax
- Coaching, supervising and supporting the team to ensure the achievement of individual,team and business goals
- Proactive monitoring of Call queues to minimise issues and ensuring all SLAs are sustained with the service of level of at least 90%.
- Recognising, documenting and communicating potential issues resulting from repeated enquiries/incidents to the team, management and product development for improvement
- Resolving escalated complaints & issues being passed by the customer care team
- Rostering of staff for additional admin tasks
- Making outbound calls to agents to assist in collection of accounts and resolving bank disputes and chargebacks within 2 business days.
- Accounts receivable and payable
- Corporate Account Management and customer database maintenance
Customer Service Consultant
Corum Group Australia
11.2007 - 06.2008
- Responding to customer enquiries via phone, email and fax in a timely and professional manner, answered up to 150 enquiries per day.
- Assisting tenants register for the service by explaining the benefits of the service and legislative terms to ensure the registration is in line with service level agreements.
- Assisting customers logins and website navigation to access their payment history or update their payment details online.
- Processing payments for tenants and corporate clients as and when required.
- Liaising with departments to investigate and resolve written and verbal queries and disputes from customers
- Recognising potential issues resulting from repeated customer enquiries and replicating the issue on a local environment. Communicate issues to the relevant internal department.
- Training new team members to develop their skills and delegating increasing levels of responsibility
- Passing on skills and experiences by creating and sharing knowledge-based articles
- Assisting team with admin tasks and follow ups to ensure we have achieved team SLAs.
- Assisting management maintain and update internal office procedures
Education
Bachelor of Business Operations Management -
University of Western Sydney
Parramatta, NSW2006
Skills
- Client-focused service
- Account and brand management
- Case Management
- Team support and oversight
- Complaint and conflict resolution
- Project Management
- Interpersonal and client Communications
- Technical support
- Proficient in MS Office365
- Complex problem-solving skills
- Training and coaching
- Application installations
- Remote desktop services and Support
- Call centre experience
- Scheduling and Coordinating
- Administration and Reporting
- Procedural Streamlining
- Client Advocacy
- Needs Assessment
- Regulatory Compliance
- Family Education
Awards and Achievements
- Delivering Excellence in Project Management – Corum Group Australia
- Delivering Excellence in Managing Team and Clients – Corum Group
Australia - Outstanding Achievement in new client sign ups – Corum Group Australia
- Sales Accelerator Course 2016 – Corum Group Australia
- SALT Compliance Certificate for Anti Money Laundering 2012
- Certificate IV in Customer Contact – Vodafone Australia
- Business Report Certificate- Upfront Communications – Vodafone Australia
- Employee of the Month - Customer Service Excellence – Corum Group Australia
- Highest Achiever Corporate Client Management – Corum Group Australia
Highest Achiever Corporate – Corum Group Australia
Reference
Available upon request
Timeline
Case Manager
EML, Employers Mutual
10.2023 - Current
Manager, ECommerce
Corum Group Australia
03.2018 - 03.2022
EComm Account Management/Customer Support Supervisor
Corum Group Australia
03.2015 - 03.2018
Ebanking Officer
Bank of Tokyo MUFJ, BTMU
07.2011 - 12.2012
Customer Service 2IC
Corum Group Australia
06.2008 - 12.2010
Customer Service Consultant
Corum Group Australia
11.2007 - 06.2008
Bachelor of Business Operations Management -
University of Western Sydney
Similar Profiles
Amy WalshAmy Walsh
Senior Case Manager at EML, Employers MutualSenior Case Manager at EML, Employers Mutual
Sara FezzuoglioSara Fezzuoglio
Team Leader at EML, Employers MutualTeam Leader at EML, Employers Mutual
Amanda DibAmanda Dib
Case Manager Specialist at EML, Employers MutualCase Manager Specialist at EML, Employers Mutual