Summary
Overview
Work History
Education
Skills
Additional Business Initiatives - Credit Corp Group
Accomplishments
Languages
Website Portfolio
Timeline
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Nuzhat Karim

Revesby,Australia

Summary

Dedicated professional with a proven track record at Credit Corp Group, excelling in optimizing team performance through strategic leadership and effective coaching. Adept in legal compliance and relationship management, I drive results by analyzing KPIs and fostering collaboration, ensuring a motivated workforce that consistently meets targets.

Overview

10
10
years of professional experience

Work History

Team Performance Manager (Secondment)

Credit Corp Group
Sydney, Australia
02.2024 - Current
  • Leading and managing team members to ensure efficient operations and positive work environment.
  • Optimizing team performance by implementing tailored leadership strategies for varying experience levels.
  • Monitoring team performance through KPIs, providing coaching, and feedback to drive improvement in areas like negotiation, activity level, net arrangement growth, and cures.
  • Evaluating business tools (DW, Skip Tracey) and collaborating with team members to enhance skills and integrate tools.
  • Ensuring compliance with Privacy Act, Trade Practices Act, Credit Corp Code of Conduct, ASIC Guidelines and relevant industry regulations.
  • Conducting regular performance reviews to promote continuous improvement across the team.
  • Analyzing KPI reports to identify gaps and develop targeted improvement plans.
  • Organized team-building activities to enhance morale and foster collaboration among members.

Customer Relationship Manager (Midrange)

Credit Corp Group
Sydney, Australia
11.2018 - 01.2022
  • Debt Collection - Customer Service
  • Contacting Customers via telephone, email and letters and providing assistance resulting in suitable outcomes
  • Achieving KPIS like targets, talk time; call count, locating new customers etc
  • Handling customers regarding disputes and complaints according to ASIC and company guidelines and providing solutions in appropriate timeframe
  • Strong knowledge of ASIC and Privacy Act
  • Assisting the team and my TPM, training the new recruits

Senior Customer Relationship Manager (First Point)

Credit Corp Group
Sydney, Australia
02.2022 - 01.2024
  • Thriving in fast-paced, competitive environments to achieve exceptional results.
  • Demonstrating strong negotiation skills and skip tracing to optimize revenue and outcomes.
  • Utilizing First Point Guidelines to assist SCRMs, CRMs, and TPM in meeting KPIs.
  • Providing daily KPI updates, approved emails, and supported EOD reports and escalation calls.
  • Managing team operations in absence of TPM, collaborating with Operations Manager to develop action plans.
  • Facilitating buddy sessions in launch pods focused on negotiation techniques.
  • Delivering positive and constructive feedback to CRMs to improve overall performance.

Intern

Bangladesh Finance Investment Company Ltd
Dhaka, Bangladesh
10.2015 - 02.2016
  • Handling Bank reconciliation, Petty Cash Management and Report Analysis
  • Assisting customers with opening Deposit Scheme Accounts
  • Interacted with customers by phone, email or in-person to provide information
  • Answered incoming telephone calls, took down messages and provided information

Education

Master of Professional Accounting -

University of Technology Sydney (UTS)
Sydney, Australia
10.2018

Bachelor of Science - Economics And Finance

North South University
Dhaka, Bangladesh
10.2015

Skills

  • Team Leadership
  • Customer service and support
  • KPI monitoring
  • Debt collection strategies
  • Negotiation and communication
  • Performance metrics
  • Relationship management
  • Conflict resolution
  • Team building
  • Effective communication
  • Legal compliance
  • Customer complaint resolution
  • Verbal and written communication
  • Strategic thinking
  • Microsoft Office Suite
  • Citrix software
  • Debtrak software
  • MYOB accounting

Additional Business Initiatives - Credit Corp Group

Part of Remediation Team as a Remediation Officer: 

  • Implemented policies and procedures to ensure compliance with ASIC regulations.
  • Conducting large-scale audit, handling customers refunds and balance adjustments.
  • Explaining complex interest components in regards to interest accrued.
  • Contacting customers in regards to refunds and balance adjustments.
  • Maintaining effective communication with trustees and financial counsellors regarding Bankruptcy Estate refunds and Hardship Accounts.

Accomplishments

Making it Happen – April 2024

Making it Happen - December 2023

Employee of the Month - May 2023

Languages

  • English
  • Bengali
  • Hindi
  • Urdu

Website Portfolio

https://www.linkedin.com/in/nuzhat-karim-457456123/

Timeline

Team Performance Manager (Secondment)

Credit Corp Group
02.2024 - Current

Senior Customer Relationship Manager (First Point)

Credit Corp Group
02.2022 - 01.2024

Customer Relationship Manager (Midrange)

Credit Corp Group
11.2018 - 01.2022

Intern

Bangladesh Finance Investment Company Ltd
10.2015 - 02.2016

Master of Professional Accounting -

University of Technology Sydney (UTS)

Bachelor of Science - Economics And Finance

North South University

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Nuzhat Karim