Sarah Phan
Adelaide,SA
Summary
I am an asset to any team because I own it, when get given the job I set my heart to it, I get the job done but also aim to achieve a great outcome.
I am passionate about making positive change and making a genuine difference, whether that is towards the customers we help, personally developing an individual to achieve success or optimising business results.
I see myself as a someone who is hard working, I am very thorough and have great attention to detail. I thrive under pressure, this is because I have great organisational and prioritisation skills.
I want the opportunity to support and guide our teams, to contribute to the future direction of our business.
Overview
9
9
years of professional experience
Work History
Process Enhancement Specialist
Westpac Banking Group
Bedford Park, SA
07.2025 - Current
- Managed the uplift and improved the quality of Customer Assist's collection and hardship letter set while achieving a 96% reduction in overall collateral.
Performance Coach
Westpac Banking Group
Bedford Park, SA
07.2021 - 06.2025
- Developed and implemented performance improvement plans to enhance team productivity and call quality.
- Conducted regular coaching sessions for team members to improve on call quality as well as personal development.
- Facilitated masterclasses focused on effective communication.
- Analyzed individual performance metrics to identify areas for growth and training needs.
- Collaborated with leadership to align coaching strategies with organizational objectives.
Technical Writer, Knowledge Management
Westpac Banking Group
Bedford Park, SA
06.2020 - 06.2021
- Collaborated with cross-functional teams to gather requirements and enhance documentation processes.
- Coordinated with subject matter experts to ensure the accuracy of technical content in documentation projects.
- Collaborated with Project & Change teams to gain deep understanding of Project & Change Management within the organisation.
Hardship Assist Consultant
Westpac Banking Group
Bedford Park, SA
12.2018 - 06.2020
- Assist Business & Consumer customers across all brand products by educating them on how the bank can support them during vulnerable and hardship circumstances, guiding customers so they can make a strategic decision on their finances and implementing hardship solutions on customer loans.
Business Collection Consultant
Westpac Banking Group
Bedford Park, SA
07.2017 - 12.2018
- Support customers in early cycle collection, educating them on next steps and and help organise either short term or long term payment arrangements.
- Support admin in backlog of admin tasks, including emails and letters
- Support late cycle collection teams such as pre-enforcement and recoveries with late cycle calls, and pre-enforcement processes.
Education
Bachelor's Degree - Hospitality & Tourism, Business Management
Hospitality & Tourism - Business Management
Adelaide, SA09-2018
Bachelor's Degree - International Hotel Management
International College of Hotel Management
Adelaide, SA12-2015
Skills
- Passionate about leadership and personal development
- Skilled in networking and relationship building
- Subject matter expert in Business and Consumer, Collections and Hardship Processes
- Change and project management knowledge
- Proactively manages risks in line with legislative and compliance guidelines
- Great attention to detail
- Thrives in fast-paced, high-pressure environment
- Committed to delivering an exceptional customer experience
Career Summary
Westpac – Subject Matter Expert, Process Simplification
Pho Tay Market – Restaurant and Asian Grocery Operation Manager
Westpac – Performance Coach, Business and Customer Assist
Westpac – Technical Writer, Knowledge Management
Westpac – Hardship Consultant, Business and Customer Assist
Westpac – Collections Consultant, Business and Customer Assist
Exercise and Physiology SA (EPSA Health) – Medical Receptionist
Crown Melbourne – VIP Lounge Waitress
Languages
English
Native or Bilingual
Vietnamese
Native or Bilingual
Timeline
Process Enhancement Specialist
Westpac Banking Group
07.2025 - Current
Performance Coach
Westpac Banking Group
07.2021 - 06.2025
Technical Writer, Knowledge Management
Westpac Banking Group
06.2020 - 06.2021
Hardship Assist Consultant
Westpac Banking Group
12.2018 - 06.2020
Business Collection Consultant
Westpac Banking Group
07.2017 - 12.2018
Bachelor's Degree - Hospitality & Tourism, Business Management
Hospitality & Tourism - Business Management
Bachelor's Degree - International Hotel Management
International College of Hotel Management