Natasha Betkando

• Responsible for reviewing, designing and implementing internal change across Customer Contact Centre hubs.
• Utlising elicitation and change skills to deliver insights based change to enhance customer and banker experience
• Improving ANZ's Knowledge Management system to reduce bankers effort improve customer experience
• Exercising sound judgement and undertaking risk assessments to deliver change across Customer Contact Centre hubs.
• Developing, managing and liaising with key internal stakeholders to implement change and upgrades to banker procedure guides.

• Delivering excellent customer service to customers via various channels such as social media (Facebook, Twitter, and Instagram), SecureMail, Online enquiries, and Live Chat.
• Going above and beyond by providing forward-thinking strategies that focus on addressing customer needs and resolving customer concerns.

Projects:

• Assisted in writing training material such as facilitation guides/PowerPoints and ensuring they are applicable and efficiently presented for new intakes.
• Initiating upgrades and changes to our Knowledge Management System (KnowHow), such as producing new pages and material for our Social Media processes and requesting any upgrades on other KnowHow pages that require maintenance.
• Chosen to be apart of Authenticated Live Chat pilot to roll out Live Chat authentication procedure for our Australian live chat customers.

• Receiving inbound calls from customers and ensuring they
  receive accurate information regarding their
  query.
  
• Demonstrated high quality of customer service
  within given metrics.
  
• Using given software and computer systems effectively
  in order to complete customers query in a timely manner.
  
  

• Identifying customers’ needs, clarifying information and providing accurate solutions or alternatives for customer queries.
• Going above and beyond to build customer rapport.
• Maintaining performance targets consistently by maintaining strong call control and calm in difficult situations.