ROSLIN RANJEETA CHAND
Auckland,New Zealand
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Business Service Support Officer
ANZ Pacific Operations
02.2018 - Current
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Reduced response time for customer inquiries through efficient triaging of incoming calls and emails.
- Streamlined office operations for increased efficiency with effective organizational strategies.
- Demonstrated adaptability in taking on additional responsibilities as needed during times of high workload, maintaining consistent performance under pressure.
- Provided administrative support to multiple departments, enabling smoother workflow processes.
- Maintained confidentiality of sensitive information by following established document handling procedures diligently.
- Improved staff communication and collaboration by implementing internal team-building activities.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Managing and liaising with stakeholders for the 8 Pacific Countries.
Relieved Team Leader BFSSU (1 Month)
ANZ Pacific Operations
08.2023 - 09.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Quality Assurance & Training Officer in Lending Operations
ANZ Pacific Operations
06.2022 - 06.2023
- Balanced multiple responsibilities simultaneously in a fast-paced environment, prioritizing tasks effectively to meet deadlines without sacrificing quality of workmanship or attention to detail.
- Developed training programs for employees to enhance their understanding of quality assurance principles and practices.
- Performed regular quality checks on testing instruments, identifying any issues early on to avoid inaccurate readings.
- Ensured high-quality deliverables by conducting regular quality checks on collected data.
- Achieved high levels of accuracy in data entry tasks through close attention to detail and regular quality checks.
Customer Service Consultant
ANZ Fiji
02.2015 - 01.2018
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Increased client retention through exceptional service and timely solutions to issues.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Mentored new hires, providing guidance and support throughout their training period for optimal effectiveness in their roles.
General & Part Time Teller
ANZ Fiji
07.2007 - 01.2015
- This role is accountable for meeting customers' financial transaction needs.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Educated customers on use of banking website and mobile apps.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Monitored and verified suspicious activity on customer accounts.
- Cross-sold credit cards, loans and other bank products.
- Processed applications for new accounts.
Education
Skills
- Open Minded and courteous
- Task Prioritization
- Enthusiastic and energetic team player
- Initiative to learn and appreciate constructive criticism
- Able to multitask and maintain confidentiality
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Calm and Professional Under Pressure
- Excellent Communication
- Understanding Customer Needs
Accomplishments
- Monthly Rewards and Recognition_FY24- twice within the last financial year
- Achieved targets by completing tasks with accuracy and efficiency.
- Achieved cash balancing awards for 200, 100, & 50 days.
- Dux of Accounting/Economics/Hindi of school in year 2003
- Highest scorer in Accounting/Economics/Hindi in FSLC 2002
- Highest scorer in Accounting in FJC in 2000 in Nausori district
- Dux of Saraswati College in FEYE
- Winner of Suva Sanatan Convention Oratory competition
- Supervised team 4 staff members.
Workexperiencedetails
- Customer Resolution Quality Assurance and Training Officer:
(Secondment Role from 27/06/2022 - 27/06/2023)
As the Customer Resolution Quality Assurance and Training Officer, I was being responsible to provide ongoing QC/QA for customer resolution team, ensure delivery of output is actioned within acceptable quality standards and in line with the set processes/guidelines governing the Customer Resolution Team. This role was also responsible for embedding core skills across customer resolution team through training/coaching and providing timely support to Team Leader Customer Resolution and Manager Customer Resolution. Being part of the Customer Resolutions team in providing expert customer resolutions advice and in driving productivity levels within the team. Develop and maintain a strong working relationship with stakeholders across the Pacific
- Business Service Support Officer:
(01/02/2018 – 26/06/2022)
I was responsible for ensuring timely processing and ongoing management of submissions after credit approval, maintaining quality standards of service in an efficient manner. Performing support activities for the centralised commercial operations functions for the Pacific.
- Customer Service Consultant:
(02/02/2015 – 31/01/2018)
Contributing to the achievement of Contact Centre and Customer Relation targets by ensuring each customer service interaction is conducted in line with the ANZ Service and Sales Standards. Providing customers with an easy and friendly banking experience.
- Teller:
(19/07/2007, 01/02/2015):
Accountable for meeting customers' financial transaction needs, providing exceptional customer service, and contributing to branch performance by identifying unmet customer needs and referring customers to sales team. Actively spotting and referring sales opportunities.
Striving for customer service excellence.
Roslin.Chand@anz.com, roslinranjeeta5185@gmail.com
References
- Mr Rishi Awadh, Head of Lending Ops, Pacific, +64021810931, Rishi.Awadh@anz.com
- Mr Richard Wilson, Senior Manager, New Zealand, +640212232323, Richard.Wilson@anz.com
- Mr Bob Turnbull, Senior Manager Commercial Assurance Pacific, Enterprise Finance, Bob.Turnbull2@anz.com
- Mr Faizal Khan, Senior Manager Customer Finance, Pacific, 3223832, Faizal.Khan@anz.com
- Ms Nazia Bano, Manager Customer Resolution, Pacific, 3223672, Nazia.Bano@anz.com
- Ms Melinda Tavo, Team Leader, Business Service Support, 3223668, Melinda.Tavo@anz.com
- Mr Francis Jione, District Manager, 3213511, Francis.Jione@anz.com
Hobbies and Interests
- Reading Novels/ Fictions/ Online Journals
- Traveling and Socialising
- Watching films/movies & documentaries
- Team sports and personal fitness
Timeline
Relieved Team Leader BFSSU (1 Month)
ANZ Pacific Operations
08.2023 - 09.2023
Quality Assurance & Training Officer in Lending Operations
ANZ Pacific Operations
06.2022 - 06.2023
Business Service Support Officer
ANZ Pacific Operations
02.2018 - Current
Customer Service Consultant
ANZ Fiji
02.2015 - 01.2018
General & Part Time Teller
ANZ Fiji
07.2007 - 01.2015
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