Nahida El Ladkani
Sydney,Australia
Summary
Assertive with expertise in Complaint resolution and disputes. Articulate communicator and pragmatic problem-solver with dedication to service and satisfaction.
Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Self-motivated, collaborating with consultants, area leaders and employees to streamline and strengthen processes. Dedicated and organised, with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
I'm a chameleon and always thinking outside and beyond the box in everything I do. A challenge you say? I say game on.
Overview
11
11
years of professional experience
Work History
Customer Relations Specialist
Commonwealth Bank
Sydney, NSW
02.2023 - Current
- Started in Rapi2 General Banking then moved to multiskills team Rapi 4 where I was able to assist with variety of complaints including disputes and Complex banking.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Liaised between customers and internal teams when needed.
- Negotiated outcomes with customers to ensure no AFCA escalations.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered customer inquiries via telephone and email.
- Completed SOCAP certification.
- Ensured no complaint breaches and timely resolution.
- Regularly updating and contributing to continuous improvement spreadsheet.
Customer Banking Manager
Commonwealth Bank of Australia
04.2019 - 01.2023
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Empowered and lead colleagues to achieve deadlines and follow defined risk governance processes.
- Regular check-ins 1on1 with the team.
- Conducted needs assessments using variety of methods to identify and prioritize developmental needs.
- Led training programs on staff development to enhance employee knowledge, engagement, satisfaction and
- Upheld quality control policies and procedures to increase customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Operations Manager
Nycon Services
Sydney
01.2013 - 02.2019
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Conducted periodic assessments to evaluate company's financial performance.
- Measured and reviewed performance via KPIs and metrics.
- Oversaw financial management, budget management, accounting and payroll activities.
- Created and designed training modules and programs for operating the business adhering to national business and ohs standards
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Manage and monitor Service Department, Control room operators, and team leader's performance and training.
- Managed, lead and control room/monitoring call centre.
- Successfully lead team to constantly achieve company objectives and goals
Education
Advanced diploma - Retail Management Tafe
Charlie Bell
10.2009
Diploma - Business Management
multiskillsNyconTafe
01.2005
Skills
- Problem solver Mentor Leadership
- Communication wiz Customer Service Tech savvy
- Active listener Complaint resolution
- Verbal and Written Communication
- Decision Making
- Teamwork and Collaboration
- Scheduling and Coordinating
- Employee Coaching and Motivation
- Positive and Constructive Feedback
- Training and Development
- Recruitment and Hiring
- Leading Team Meetings
- Technical Proficiency
- Delegating Work
Languages
English
Native/ Bilingual
Arabic
Native/ Bilingual
French
Full Professional
Timeline
Customer Relations Specialist
Commonwealth Bank
02.2023 - Current
Customer Banking Manager
Commonwealth Bank of Australia
04.2019 - 01.2023
Operations Manager
Nycon Services
01.2013 - 02.2019
Advanced diploma - Retail Management Tafe
Charlie Bell
Diploma - Business Management
multiskillsNyconTafe
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