Nelia HO
Deanside,AU
Summary
Dedicated customer resolution specialist with a proven ability to effectively manage and resolve customer issues. Expert in analyzing complaints and identifying solutions for a positive customer experience. Utilizes clear communication and empathy to build strong client relationships. Skilled in problem-solving, meeting demanding deadlines, and collaborating with teams to improve processes and prevent future problems. Proactive problem solver who approaches challenges with creativity and determination, consistently seeking opportunities to exceed customer expectations.
Overview
17
17
years of professional experience
Work History
ANZ IDR Customer Resolution
ANZ
02.2020 - Current
- Managing low complexity complaints cases, some examples include branch closure, feedback and poor service and some cases require further investigation
- Resolving customer complaint
- Write and issue letters to customers
- Investigation and work with the customer in line with ANZ Policy and Procedures
- Finding resolution for customer
- Keeping customer inform
- Strong customer service focus
- Investigation, negotiate and make informed commercial decisions
- Excellent listening and negotiation skills
- Applying sound discretion and educating customers
- Effectively use a variety of computer programs to access customer details and databases, and research options.
ANZ Complaint Resolution CRC
ANZ
05.2019 - 02.2020
- CRC works with both customers and ANZ staff to resolve more difficult complaints, handles complaints about ANZ that are made to external mediators and dispute resolution bodies such as the Australian Financial Complaints Authority (AFCA), and aims to resolve the majority of complaints within five working days - if this timeframe cannot be met, the team will keep the customer informed of the progress until the complaint is resolved
- Internal dispute resolution office, role involves accurately taking down the customers concern and resolving customer concerns to help ANZ achieve the highest customer satisfaction of the major banks
- This is a phone-based Complaints Consultant role with the aim of negotiating, liaising with internal stakeholders, applying discretion, and educating customers to resolve it over the phone with first point of contact with the customer, from low to complexity cases
- Responsibilities: Resolving customer complaint
- Write and issue letters to customers
- Investigation and work with the customer in line with ANZ Policy and Procedures
- Finding resolution for customer
- Keeping customer inform
- Strong customer service focus
- Investigation, negotiate and make informed commercial decisions
- Excellent listening and negotiation skills
- Applying sound discretion and educating customers
- Effectively use a variety of computer programs to access customer details and databases, and research options
- Assisted with coaching new staff members.
ANZ Retail Solution/ Internet Banking
ANZ
08.2015 - 05.2019
- Provide quality service for inbound call customers
- Time management of calls
- Identify and resolving customer enquiries in regard to retail enquiries and other small skills
- Case managing calls for further intervention
- Keeping the customer informed
- Engagement officer for our team
- Referral wealth and income protection insurance
- Service customer enquiries, determine customer needs and provide solutions with regards to their banking requirements
- Educate customers on product options and technology issues
- Manage customer and bank privacy
- Manage and pass on customer feedback
- Effectively use a variety of computer programs to access customer details and databases, and research options.
IB4B
Internet Banking For Business
08.2014 - 09.2014
- Provide quality service for inbound call customers
- Identify and resolving customer enquiries about business internet banking
- Service customer enquiries, determine customer needs and provide solutions with regards to their banking requirements
- Educate customers online application forms and register for IB4B
- Manage customer and bank privacy
- Manage and pass on customer feedback
- Effectively use a variety of computer programs to access customer details
- Educate customer how to activate feeds to Xero/ multiple payments/ payroll payments, payment templates
- Activate security device/ ABA Files
- Registering an entity/entity for IB4B
- Case management/problem lodge.
ANZ Eteam SecureMail
ANZ
01.2012 - 10.2013
- Reply to customer's online enquiries via emails
- Daily Eteam's stats using excel
- Internet banking and Retail and Basic Card knowledge
- Using ANZ Systems
- Inbound calls.
ANZ Retail Solution
ANZ
08.2010 - 01.2012
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved accounting, service and delivery concerns.
- process lost and stolen cards
- Direct Debit stop
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Maintained up-to-date knowledge of product and service changes.
- raise transactions dispute
- guiding customer how to register for internet banking
- issuing replacement statements
- review customer's transactions history
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Streamlined customer service protocols, reducing wait times and improving service quality.
- Educated customers on online banking features, promoting digital adoption and convenience.
- Handled daily transactional processes, enhancing operational efficiency and customer satisfaction.
Assistant Store Manager
Mango MNG
02.2008 - 07.2010
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Rotated merchandise and displays to feature new products and promotions.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
Education
Market Australia
Business - Business Degree
Online
High School Diploma -
Footscray Tafe
Melbourne, VIC12-2003
Skills
- Professional phone etiquette
- Works well under pressure and with a work well with team
- Excellent multi-tasker
- Strong customer service
- Written Communication
- Problem-solving abilities
- Remote Office Availability
- Call Center Operations
- Issue and Complaint Resolution
- Understanding Customer Needs
- Account updating
- Complaint Investigation
- Product and service knowledge
- Multitasking Abilities
- Work Prioritization
- Decision-Making
- Policies and Procedures Adherence
- Customer Service
- Problem Resolution
- Transaction Processing
- Multitasking
- Positive attitude
- Team collaboration
- Written and verbal communication
- Customer service
References
- David Jones ANZ Team Manager 0423 690 540 email address; dvide.jones2@anz.com
- Barry Begas 0432 681 513, ANZ Complaint Resolution
Timeline
ANZ IDR Customer Resolution
ANZ
02.2020 - Current
ANZ Complaint Resolution CRC
ANZ
05.2019 - 02.2020
ANZ Retail Solution/ Internet Banking
ANZ
08.2015 - 05.2019
IB4B
Internet Banking For Business
08.2014 - 09.2014
ANZ Eteam SecureMail
ANZ
01.2012 - 10.2013
ANZ Retail Solution
ANZ
08.2010 - 01.2012
Assistant Store Manager
Mango MNG
02.2008 - 07.2010
Business - Business Degree
Online
Market Australia
High School Diploma -
Footscray Tafe
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