Pallavi Chopra
Sydney,NSW
Summary
Customer-focused and results-driven Banking Customer Service Advisor with 8 years of experience in delivering exceptional service and expert guidance in financial products. Known for resolving issues efficiently, driving customer satisfaction, and promoting banking services. Proficient in maintaining client relationships and supporting the overall branch team to meet performance goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
NAB
Sydney, NSW
03.2023 - Current
- Delivered high-quality customer service in a fast-paced environment, helping customers with inquiries, addressing banking needs, and providing product recommendations.
- Provide guidance on selecting banking products, such as checking and savings accounts, credit cards, loans, and investment options.
- Resolve customer complaints and concerns in a timely manner, maintaining a high level of customer satisfaction.
- Educate customers about online banking features, and assist with account setup and troubleshooting.
- Ensure compliance with all banking policies, regulatory standards, and data protection guidelines.
- Assisted with daily operations, inventory management, and conflict resolution to maintain a positive customer experience.
BANKING ASSOCIATE
CBA
Sydney, NSW
09.2021 - 01.2022
- Worked on verifying and completing the home loan applications.
- Reviewing and categorizing all the financial documents provided by the customer.
- Buying property reports and attaching other relevant documents to the loan application.
- Verifying the credit history of the customer.
- Reaching out to customers for any support and queries.
- Completing the loan applications within the specified SLA.
- Collaborating with other team members in completing the priority home loan applications.
UX/UI DESIGNER
Freelance
Sydney, NSW
02.2020 - 08.2021
- Collaborated with the client and analyzed data to form insights.
- Performed research through surveys and interviews.
- Created user journeys, user flows, wireframes, and prototypes.
- Delivered user-tested insights and a project roadmap for the future enhancements.
UX/UI DESIGNER (INTERNSHIP)
PEEPS RIDE
Sydney, NSW
11.2019 - 01.2020
- Collaborated with the client and analyzed data to form insights.
- Performed research using surveys and interviews.
- Created user journeys, user flows, wireframes, and prototypes.
- Identified pain points from the user journey map.
- Ideate and prototype developed solutions to remove the pain points.
- Delivered user-tested insights and a project roadmap for future enhancements.
UX/UI DESIGNER (INTERNSHIP VIA ACADEMY Xi)
BEING AGENCY
Sydney, NSW
09.2019 - 10.2019
- Collaborated with the client in defining the minimum viable product of the project.
- Created a website from scratch, following the complete UX design process cycle.
- Performed user research through various methods and interviews.
- Collaborated closely with a team of UX designers while following Agile methodology on project delivery.
- Created user journeys, user flows, wireframes, and prototypes.
- Tested the prototype with customers and identified the future opportunities.
UX/UI DESIGNER (INTERNSHIP VIA ACADEMY Xi)
OPTUS
Sydney, NSW
07.2019 - 08.2019
- Collaborated with client and analysed data to form insights.
- Performed research using surveys and interviews.
- Created user journeys, user flows, wireframes, and prototypes.
- Identified pain points from the user journey map.
- Ideate and prototype developed solutions to remove the pain points.
- Delivered user-tested insights and a project roadmap for future enhancements.
GRAPHIC DESIGNER
SHAAN ADMARK CONSULTANT
New Delhi, India
06.2016 - 05.2018
- Worked on Illustrator and Photoshop to create images, posters, and layouts.
- Performed research using surveys and interviews.
- Developed print materials such as brochures, banners, and signs.
- Designed website layouts, templates, and unique branded logos.
- Worked with clients to gather and define requirements, establish scopes, and manage project milestones.
- Worked on design ideas in the early planning stages with customers and project managers.
- Created designs and collaborated with the technical team for project delivery.
- Worked as an Event Manager for organizing various client events.
Education
UX TRANSFORM -
ACADEMY XI
01.2019
VFX -
ARENA ANIMATION
01.2016
GRAPHIC DESIGN -
ARENA ANIMATION
01.2015
Skills
- Product and Service Knowledge: Expertise in personal banking products, term deposits, mortgages, and credit cards
- Communication Skills: Strong verbal and written communication, with the ability to explain complex financial terms simply
- Problem resolution: Handling complaints and issues with professionalism, ensuring customer satisfaction
- Regulatory Compliance: Ensuring adherence to banking regulations, security procedures, and customer privacy guidelines
- Technology Proficiency: Skilled in Microsoft Office Suite, Adobe XD, Sketch, InVision, Figma, Marvel, Illustrator, and Photoshop
References
Professional references will be provided upon request.
Timeline
Customer Service Representative
NAB
03.2023 - Current
BANKING ASSOCIATE
CBA
09.2021 - 01.2022
UX/UI DESIGNER
Freelance
02.2020 - 08.2021
UX/UI DESIGNER (INTERNSHIP)
PEEPS RIDE
11.2019 - 01.2020
UX/UI DESIGNER (INTERNSHIP VIA ACADEMY Xi)
BEING AGENCY
09.2019 - 10.2019
UX/UI DESIGNER (INTERNSHIP VIA ACADEMY Xi)
OPTUS
07.2019 - 08.2019
GRAPHIC DESIGNER
SHAAN ADMARK CONSULTANT
06.2016 - 05.2018
UX TRANSFORM -
ACADEMY XI
VFX -
ARENA ANIMATION
GRAPHIC DESIGN -
ARENA ANIMATION
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