Preet Bansal
Melbourne,VIC
Summary
Results-oriented Support Manager offering over 3 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management. Energetic & passionate about helping people and providing quality service to others, Currently continuing to immediately contribute strong customer service, play an integral role in actively managing workflow queues and monitoring the progress of settlements and enquiries, and comfortably provide direction, support, advice, and development to a team of hard-working bankers to create an environment that works effectively and efficiently.
Overview
15
15
years of professional experience
Work History
SUPPORT OFFICER
ANZ
833 Collins Street, Docklands
01.2021 - Current
- Engage in deep customer conversations to better understand the customers business and personal needs and provide a solution based off ANZ Settlement operation
- Assisting bankers with providing tailored solutions to the client’s immediate needs
- Monitor workflow of the team to ensure SLAs are met while highlighting process inefficiencies and opportunities that require improvement within the business unit
- Act as a subject matter expert and technical expert internally and externally by Offering a diverse range of solutions for ANZ customers and stakeholders which includes (but is not limited to) Accurately check and amending settlement booking ensuring SLAs are adhered too
- Collaborating within the internal business unit to identify and resolve customer enquiries, developing strong operating rhythms and project management discipline aligned to agile ways of working, Manage and lead the development of robust and achievable plans to manage the delivery and quality of workflow and customer service and complete Data analysis and entry on day to operations
- Act as an escalation point for resolving complex client, sales, and/or technical and settlement issues
- Assist with communication direction and a delicate approach to the customer and enquiry handling process
- Conduct a regular 1:1 meeting with the team and create individual development plans
- Contribute to developing team workflow processes and provide training, coaching and performance reviews
- Monitor client interactions and provide consistent, actionable feedback on both soft skills and working product knowledge to further develop banker acumen and risk assessment and Serve as a mentor to new sales staff to develop skills, knowledge, and proficiency, and conduct quality assurance through peer review; share best practices, successes, and innovations to help advance team performance.
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Made decisions affecting daily operations such as overseeing purchasing and inventory management.
- Created, prepared, and delivered reports to various departments.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Improved information collection and recordkeeping accuracy by creating, updating and managing customer communications.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
- Streamlined processes to maximize operational results.
- Directed hiring and recruitment of personnel across departments.
- Monitored employee and customer interactions to assess quality of service.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Prepared employee schedules for maximum coverage during key hours.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
CUSTOMER SOLUTIONS CONSULTANT
ANZ
11.2020 - 01.2021
- Engaging in conversations with clients to develop a deep understanding of the client’s enquiries and immediate needs
- Assessing each situation on an individual basis to ensure correct and fair action is taken to progress their enquiry
- Driving positive customer experience by working with key stakeholders to define a solution strategy necessary to meet the customers enquiry by utilising key resources
- Confidently navigate and source information from multiple internal systems and reference materials Researching, analysing, and investigating information provided by customers
- Managing the settlement of Home and ensuring individual requests are catered too whilst remaining compliant across bank process and policies.
- Developed, enhanced and grew customer relationships through lead generation.
- Managed and led customer interaction remotely or face-to-face.
- Used consultative sales approach to understand and meet customer needs.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Connected customers with services based on individual needs and vendor capabilities.
- Proactively managed client correspondence and recorded tracking and communications.
SERCO ASIA PACIFIC
AUSTRALIAN TAXATION OFFICE
05.2020 - 11.2020
- Manage the connection Enquiry process via telephone-based contact
- Providing customer service to personal customer-based taxation enquiries by Assisting with a diverse range of enquiries from simple to complex based enquiries
- Prepare, plan, and manage and deliver high quality analytical reporting requirements and adhering to tight legislative and ethical guidelines
- Organise manage and sensitive stakeholder information.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
NAB CUSTOMER SERVICE SPECIALIST
NAB
02.2020 - 04.2020
- Answering inbound calls from personal customers about a range of simple to complex enquiries
- Efficiently navigating through a variety of banking systems and tools
- Identifying, addressing, and resolving general inquiries from customers
- Maintaining a strong focus on first call resolution and availability to talk to customers when scheduled
- Identifying cross sell opportunities when assessing customers financial needs and refer to the appropriate specialists.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
RECOVERIES CORP
AUSTRALIAN TAXATION OFFICE
07.2019 - 02.2020
- Utilize advanced negotiation skills to resolve delinquency issues
- Provide financial solution by assisting customer with their debt obligation
- Utilize computer software to document calls, analyse customer problems, seek resolution, and address strategic improvements independently
- Perform analysis and probability of payment from customers, reducing the risk, improving performance of customers with higher balances owed.
PERSONAL TRAINING
SNAP FITNESS
02.2018 - 07.2018
- Assisting clients in identify in their personal health and fitness goals, design exercise and fitness programs, and educate and motivate clients to reach their health and fitness goals safely and effectively
- Engaging in a deep understanding with clients providing tailored nutrition-based and providing guidance on life-style habits to assist in achieving their fitness goals
- Building a positive and trusting relationship with clients
SALES REPRESENTATIVE
OPTUS
01.2015 - 12.2017
- Manage inbound and face-to-face interactions in the: and effectively providing service, sales support, sales, financial services, and technical support
- Effectively moderate and engage with customers face to face
- Identifying cross sell opportunities when assessing customer network enquiries and providing tailored solutions
- Handling complaints and providing appropriate resolutions within set timeframes.
CONSULTANT
PARMALAT
03.2009 - 12.2015
- Assisting with Stock intake, stock inventory management, stock collection and effective stock distribution
- Completing administrative analysis and processing high volume orders or existing clientele
- Engaging with existing clientele and building a broad client network to assist with new business acquisition.
Education
CERT III IN PERSONAL TRAINING - Certificate
ABA
Parramatta 12.2016
DIPLOMA OF SPORTS AND RECREATION MANAGEMENT - CERTIFICATE
ABA
Parramatta, NSW01.2015
DIPLOMA OF FITNESS - Masters Fitness Management
ABA
Parramatta, NSW01.2015
High School Diploma -
NORWEST CHRISTIAN COLLEGE
Riverstone, NSW12.2014
Skills
- Operational Support
- Client Service
- Alliance Building
- Contract Management
- Recruiting
- Problem-Solving
- Records Management
- Leading Team Meetings
- Staff Training
- Customer Service
- Teamwork and Collaboration
- Flexible Schedule
- Customer Service Expertise
Locations
- Melbourne
- Sydney
References
Nazia Hussain, Team Leader - Manager, Customer settlements (CSE), 0405 548 172, Nazia.Hussain@anz.com.au
Timeline
SUPPORT OFFICER
ANZ
01.2021 - Current
CUSTOMER SOLUTIONS CONSULTANT
ANZ
11.2020 - 01.2021
SERCO ASIA PACIFIC
AUSTRALIAN TAXATION OFFICE
05.2020 - 11.2020
NAB CUSTOMER SERVICE SPECIALIST
NAB
02.2020 - 04.2020
RECOVERIES CORP
AUSTRALIAN TAXATION OFFICE
07.2019 - 02.2020
PERSONAL TRAINING
SNAP FITNESS
02.2018 - 07.2018
SALES REPRESENTATIVE
OPTUS
01.2015 - 12.2017
CONSULTANT
PARMALAT
03.2009 - 12.2015
CERT III IN PERSONAL TRAINING - Certificate
ABA
DIPLOMA OF SPORTS AND RECREATION MANAGEMENT - CERTIFICATE
ABA
DIPLOMA OF FITNESS - Masters Fitness Management
ABA
High School Diploma -
NORWEST CHRISTIAN COLLEGE