Melvin Mandingiado
North Gosford,Australia
Summary
A seasoned professional with a proven track record at Commonwealth Bank, I excel in relationship building and complex problem-solving. Recognized for driving business growth and enhancing customer satisfaction through meticulous training and mentoring. My leadership has consistently fostered team success and individual development, making significant impacts in fast-paced environments.
Overview
21
21
years of professional experience
Work History
GROUP CUSTOMER RELATIONSHIP MANAGER
COMMONWEALTH BANK
01.2023 - Current
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Monitored the progress of each issue and ensured timely resolution within established SLAs.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Investigated customer complaints and provided resolutions to escalated issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Communicated effectively with customers via telephone or email regarding their complaint resolution status updates.
- Provided guidance to team members in resolving complex customer issues or escalating them appropriately when necessary.
- Gathered information from customers, vendors, and other departments to resolve customer disputes.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Identified areas for process improvements by analyzing trends in escalations across multiple channels such as phone calls, emails, web chats.
- Interfaced with various stakeholders including senior management in order to provide an effective response strategy for each case.
- Possess comprehensive knowledge of the AFCA complaints process.
- Collaborate with AFCA stake holders to address intricate cases.
CASE MANAGER EXTRA CARE TEAM COMPLEX PROPERTY
COMMONWEALTH BANK
05.2020 - 01.2022
- Developed robust relationships to comprehend clients' complex situations.
- Evaluated current situations to determine appropriate financial strategies.
- Generated executive summary reports for clear data presentation.
- Collaborated with internal and external stakeholders to design client-focused solutions.
- Developed robust connections with clientele for optimal customer experience.
- Conducted training sessions for new recruits and existing team members.
SENIOR DEBT ADVOCATE
FOX SYMES AND ASSOCIATES
SYDNEY, NSW
05.2014 - 05.2020
- Company Overview: The largest provider of debt solutions to individuals and businesses in Australia
- Work with individuals or businesses obtained through Fox Symes Call Centre, profiling prospective client's and understanding their financial needs and goals who are in significant debt that has become in many cases unmanageable
- Discuss solutions and options that are appropriate to their specific financial situation by planning and providing strategies, operations and quality assurance
- Have extensive involvement in relationship building, educating clients on their potential options, outcomes and consequences
- Consistently exceed projected KPIs and Company budget, managing multiple clients while meeting challenging deadlines
- Maintain relationship with existing clients, negotiating accounts with financial institutions, underwriting debt agreement proposals and following up potential clients
- Discuss personal budget with clients to help trade out of their debts through the Company budgeting platform
- Committed to enhancing customer satisfaction by adopting a customer-focused environment which resolves all disputes or complaints
- Synthesise financial and budgetary information to solve problems and develop alternative solutions
- The largest provider of debt solutions to individuals and businesses in Australia
TEAM PERFORMANCE MANAGER
CREDIT CORP GROUP
SYDNEY, NSW
10.2010 - 01.2014
- Company Overview: Australia's largest financial services operator in the credit impaired consumer segment
- Train, develop and educate a team, mentor and 'up-skill two staff members to the highest standard in keeping with the company's strict professional expectations
- Liaise, communicate and negotiate with customers to drive business objectives, investigate and resolve customer inquiries and complaints in an empathetic manner
- Meet all customer Call Centre guidelines including service levels, handle time and productivity to solve unresolved customer issues
- Manage work flow to meet or exceed quality service goals
- Australia's largest financial services operator in the credit impaired consumer segment
- Facilitated inter-departmental communication to effectively provide customer support
- Established and maintained a high performing team environment to foster high morale, workplace satisfaction, motivation, operating procedures and ethical behaviour
CUSTOMER RELATIONSHIP MANAGER
CREDIT CORP GROUP
SYDNEY, NSW
02.2009 - 08.2010
- Company Overview: Australia's largest financial services operator in the credit impaired consumer segment
- Assisted the team to achieve team targets within strict deadlines and KPIs
- Provided leadership and innovation to all staff
- Maintained up-to-date knowledge of financial and debt service changes
- Awarded Top Performing CRM of the month March 2010, October 2009, May 2009
- Australia's largest financial services operator in the credit impaired consumer segment
Club Manager/Sales Manager
FITNESS FIRST
02.2006 - 01.2009
- Educate and train staff in a Call Centre environment and assist them to achieve monthly goals, which contributed to the team monthly sales goals
- Fitness First second highest performing Sales Office in Australia November 2009
- Awarded: Sales Manager of the month October 2009
Assistant Manager/Sales Manager
POWERHOUSE INTERNATIONAL
03.2004 - 02.2006
- Direct sales Company selling various different products face to face i.e
- Charity, Electricity to Telecommunication
- Awarded: Top Sales Manager 2004/2006 – Cornucopia Group
- Guest Speaker at Sales Summit for Cornucopia Group on Leadership and Motivation
Education
Personal Insolvency Professional Accreditation - Debt solutions
BOND UNIVERSITY
06.2018
Diploma in Financial Planning - FNS0615
KAPLAN PROFESSIONAL
09.2017
Certificate III in Financial Services - FNS30111
INTELLITRAIN
08.2013
Certificate IV in Financial Services - Debt Collections
TAFE
01.2011
Workplace Coaching-Emotional Intelligence in the workplace -
SUCCESS AND YOU
06.2005
Skills
- Meticulous business growth and continual improvement in customer satisfaction
- Relationship building
- Team leadership
- Multi-disciplinary team building, leadership and individual development
- Proven ability to manage multiple tasks and projects simultaneously
- Problem-solving with a 'never give up' attitude
- Training and mentoring
- Complex Problem-solving
Hobbies and Interests
- Personal fitness
- Boxing and Kick-Boxing
- Mountain biking
- Gravel riding
References
Available upon request.
Personal Information
- Citizenship: New Zealand Citizen
- Date of Birth: 11/20/83
References
References available upon request.
Timeline
GROUP CUSTOMER RELATIONSHIP MANAGER
COMMONWEALTH BANK
01.2023 - Current
CASE MANAGER EXTRA CARE TEAM COMPLEX PROPERTY
COMMONWEALTH BANK
05.2020 - 01.2022
SENIOR DEBT ADVOCATE
FOX SYMES AND ASSOCIATES
05.2014 - 05.2020
TEAM PERFORMANCE MANAGER
CREDIT CORP GROUP
10.2010 - 01.2014
CUSTOMER RELATIONSHIP MANAGER
CREDIT CORP GROUP
02.2009 - 08.2010
Club Manager/Sales Manager
FITNESS FIRST
02.2006 - 01.2009
Assistant Manager/Sales Manager
POWERHOUSE INTERNATIONAL
03.2004 - 02.2006
Personal Insolvency Professional Accreditation - Debt solutions
BOND UNIVERSITY
Diploma in Financial Planning - FNS0615
KAPLAN PROFESSIONAL
Certificate III in Financial Services - FNS30111
INTELLITRAIN
Certificate IV in Financial Services - Debt Collections
TAFE
Workplace Coaching-Emotional Intelligence in the workplace -
SUCCESS AND YOU
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