Tegan Kelly
Bradbury,NSW
Overview
1
1
year of professional experience
Work History
aIT Business Analyst
Volkswagen Financial Services
02.2024 - Current
- Gathering, validating and documenting business requirements
- Facilitate collection of business requirements through workshops and stakeholder engagement
- Elicit customer requirements using various engagement techniques and analysis of processes and documentation
- Provide guidance to the project ensuring system developments are fit for purpose
- Impart expertise and understanding of operational business processes to align with company strategy and implement industry best practices across operational project development activities
- Modelling business processes and identifying opportunities for process improvements
- Simplifying information and deciphering technical jargon to ensure this is easily understood by the right areas of the business
- Key contributor to the translation of business processes into project business requirements
- Provide guidance for the improvement and future proofing of business processes and further enhancements within the application development
- Perform quality checks and coordinate business acceptance of vendor specification
- Support business transition to assist establish change.
Retail Credit Analyst
Volkswagen Financial Services
04.2024 - 11.2024
- Analyse consumer and company financial positions ensuring compliance in accordance with VWFS Policies and Procedures, National Consumer Credit Code regulations, Privacy Act and Anti Money Laundering and Counter Terrorism Financing laws
- Handle dealer, branch, and internal customer queries
- Onsite dealer auditor to assist in stock control
- Contribute to fostering strong relationships with key accounts
- Training of new staff within department
- Manage own workload and provide support to other team members and outside areas to ensure deadlines are met.
Customer Service Operator
GMAC Australia LLC
07.2024 - 11.2024
- Confirm employment/income, obtain credit references, print management reports and complete manual credit bureau
- Receive inbound enquiries from customers and providing information within the Consumer Credit Code and Privacy Policy guidelines
- Operation of busy Retail Lending Centre switchboard.
Gaming
Parramatta Leagues Club
10.2024 - 10.2024
- Gaming - Large cash advances (change counter and cash payouts)
- Customer Service
- Sorting and bundling of monies
- Clearance of poker machines
- Poker machine adjustments and repairs.
Food and Beverage
Dooleys Lidcombe Catholic Club
03.2024 - 10.2024
- Customer Service
- Cash register operation and cash handling
- Setting up function rooms- strict deadlines
- Espresso coffee service
- Café duties.
Senior Retail Credit Analyst (Part Time)
Volkswagen Financial Services
04.2024 - 07.2024
- Act as a key escalation point of contact
- Apply increased approval discretions and deal making flexibility with a delegated lending authority of $285,000
- Take ownership of High Balance applications (> $100k) and Prestige applications (> $250k)
- Assess credit decisions within set requirements and follow procedures
- Customer is advised of the credit decision promptly and courteously, maintaining the 2-hour service level agreement
- Ensure Exceptions are always appropriately documented and well explained
- Ensure that approvals are consistent and adhere to company policies, procedures, and legislative requirements
- Demonstrate the Volkswagen Financial Services Values.
Team Leader - Retail Credit
Volkswagen Financial Services
11.2024 - 07.2024
- Managing Daily Workflow and establishing processes to ensure the distribution of workload to meet Retail Credit KPI's and ensuring processes minimise the risk for VWFS whilst minimising delays and cost
- Monitoring the Quality of Assessments and ensuring consistency of approvals and monitoring what exceptions are made to normal requirements
- Managing Dealer Relationships and ensuring good understanding of the business circumstances/pressures relating dealers and contacting Dealers and Regional Managers to discuss issues as they arise
- Handling Complex Applications and handling the escalation of complex matters and managing dealer or third-party issues as required to find resolutions
- Reviewing & Improving Performance and coaching the team to improve performance, monitoring complaints, and continuously looking for ways to improve and streamline processes
- Responsible for the day-to-day management of the team and leading the team and dealing with any employee issues, carry out performance appraisals and always ensuring resourcing is sufficient.
Virgin Credit Card Inbound Call Centre
KAZ Business Services
10.2024 - 07.2024
- Verification of client's ID and income details
- Strict attention to detail is required by the lending institution
- Dealing with high volume inbound enquiries.
Customer Service Compliance Officer
GMAC Australia LLC
11.2024 - 03.2024
- Receive and accurately check that contracts comply in accordance with GMAC Policies and Procedures, Uniform Consumer Credit Code regulations, Privacy Act and Anti Money Laundering and Counter Terrorism Financing laws
- Handle dealer, branch, and internal customer queries
- Liaise with dealers and branch staff to ensure prompt clearance of contracts held and outstanding monies
- Process EFT payments
- Contribute to fostering strong relationships with key accounts
- Balance general ledger accounts
- Manage own workload and provide support to other team members and outside areas to ensure deadlines are met.
aProject SME
Volkswagen Financial Services
07.2024 - 02.2024
- Key contributor in the SME - Miles Retail Project definition of test acceptance criteria
- Perform and document quality assurance in relation to test case definitions, user acceptance testing and regression test execution activities
- Provide guidance to the project ensuring system developments are fit for purpose
- Impart expertise and understanding of operational business processes to align with company strategy and implement industry best practices across operational project development activities
- Key resource function in the identification and resolution of issues relevant to project deliverables within the Operations business area / areas of expertise
- Liaise with Project stakeholders including business analysts, project test team, vendors, and department heads
- Communicate defined business needs and requirements scope of project deliverables and seek endorsement/approval from department heads
- Key contributor to the translation of business processes into project business requirements
- Provide guidance for the improvement and future proofing of business processes and further enhancements within the application development
- Identify and communicate potential risks during the scoping, development, testing of business requirements from an end user, operational and business process perspective
- Contribute to, review, and provide feedback on Change Request requirements and scope
- Participate in and provide necessary communication within Project Stand-up meetings.
Education
No Degree -
Newcastle
HSCSkills
- Requirements Gathering
- Technical Writing
- Data Analysis
- Customer Needs Assessment
- Loan Underwriting
- Microsoft Excel Proficiency
- Business Acumen
- Fraud Detection
- Credit Risk Assessment
- Customer Service
- Attention to Detail
- Industry Knowledge
- Time Management
- Analytical Skills
- Relationship Building
- Critical Thinking
- Performance Monitoring
- Problem Solving
- Oral and Written Communications
- Data Compilation
- Credit Reporting
- Credit Decisions
- Verbal and Written Communication
- Liquid Asset Testing
- Loan Documentation
- Statement Review
- Risk Assessment
- Credit Analysis
- Goal-Oriented
- Relationship Management
- Term Negotiation
- Lending Regulations
- Industry Standards
- Credit Programs
- Risk Mitigation Strategies
- Credit Risk
- Collections Management
- Report Preparation
Resume
1.0.4, 01/2024, 2, Proficient at managing daily workflow and developing work priorities in order to meet strict deadlines, Skilled at establishing and maintaining effective internal and external workplace relationships, Excellent understanding of Dealer Principal and Dealer business requirements and ability to provide resolutions to complex matters, Highly developed skill level in assessment allowing me to minimise risk in retail credit, Ability to research, streamline and implement improvements to operational processes, Ability to work in a team environment and autonomously with minimal supervision, Excellent verbal and written communication skills, Exceptional administrative skills and highly developed organisation and interpersonal skills, Highly developed client management skills, Confident, motivating, honest, reliable and caring individual, 02/23/2023, Current, Volkswagen Financial Services, aIT Business Analyst - Miles Retail Project, Gathering, validating and documenting business requirements, Facilitate collection of business requirements through workshops and stakeholder engagement, Elicit customer requirements using various engagement techniques and analysis of processes and documentation, Provide guidance to the project ensuring system developments are fit for purpose., Impart expertise and understanding of operational business processes to align with company strategy and implement industry best practises across operational project development activities., Modelling business processes and identifying opportunities for process improvements, Simplifying information and deciphering technical jargon to ensure this is easily understood by the right areas of the business., Key contributor to the translation of business processes into project business requirements., Provide guidance for the improvement and future proofing of business processes and further enhancements within the application development., Perform quality checks and coordinate business acceptance of vendor specification, Support business transition to assist establish change., 07/19/2019, 02/23/2023, Volkswagen Financial Services, aProject SME - Miles Retail Project, Key contributor in the SME - Miles Retail Project definition of test acceptance criteria., Perform and document quality assurance in relation to test case definitions, user acceptance testing and regression test execution activities., Provide guidance to the project ensuring system developments are fit for purpose., Impart expertise and understanding of operational business processes to align with company strategy and implement industry best practises across operational project development activities., Key resource function in the identification and resolution of issues relevant to project deliverables within the Operations business area / areas of expertise., Liaise with Project stakeholders including business analysts, project test team, vendors, and department heads., Communicate defined business needs and requirements scope of project deliverables and seek endorsement/approval from department heads., Key contributor to the translation of business processes into project business requirements., Provide guidance for the improvement and future proofing of business processes and further enhancements within the application development., Identify and communicate potential risks during the scoping, development, testing of business requirements from an end user, operational and business process perspective., Contribute to, review, and provide feedback on Change Request requirements and scope., Participate in and provide necessary communication within Project Stand-up meetings., 04/16/2016, 07/19/2019, Volkswagen Financial Services, Senior Retail Credit Analyst (Part Time), Act as a key escalation point of contact., Apply increased approval discretions and deal making flexibility with a delegated lending authority of $285,000., Take ownership of High Balance applications (> $100k) and Prestige applications (> $250k)., Assess credit decisions within set requirements and follow procedures., Customer is advised of the credit decision promptly and courteously, maintaining the 2-hour service level agreement., Ensure Exceptions are always appropriately documented and well explained., Ensure that approvals are consistent and adhere to company policies, procedures, and legislative requirements., Demonstrate the Volkswagen Financial Services Values, 11/13/2013, 07/15/2015, Volkswagen Financial Services, Team Leader - Retail Credit, Managing Daily Workflow and establishing processes to ensure the distribution of workload to meet Retail Credit KPI's and ensuring processes minimise the risk for VWFS whilst minimising delays and cost., Monitoring the Quality of Assessments and ensuring consistency of approvals and monitoring what exceptions are made to normal requirements., Managing Dealer Relationships and ensuring good understanding of the business circumstances/pressures relating dealers and contacting Dealers and Regional Managers to discuss issues as they arise., Handling Complex Applications and handling the escalation of complex matters and managing dealer or third-party issues as required to find resolutions., Reviewing & Improving Performance and coaching the team to improve performance, monitoring complaints, and continuously looking for ways to improve and streamline processes., Responsible for the day-to-day management of the team and leading the team and dealing with any employee issues, carry out performance appraisals and always ensuring resourcing is sufficient., 04/09/2009, 11/13/2013, Volkswagen Financial Services, Retail Credit Analyst, Analyse consumer and company financial positions ensuring compliance in accordance with VWFS Policies and Procedures, National Consumer Credit Code regulations, Privacy Act and Anti Money Laundering and Counter Terrorism Financing laws., Handle dealer, branch, and internal customer queries., Onsite dealer auditor to assist in stock control., Contribute to fostering strong relationships with key accounts., Training of new staff within department., Manage own workload and provide support to other team members and outside areas to ensure deadlines are met., 11/07/2007, 03/09/2009, GMAC Australia LLC, Customer Service Compliance Officer (Permanent), Receive and accurately check that contracts comply in accordance with GMAC Policies and Procedures, Uniform Consumer Credit Code regulations, Privacy Act and Anti Money Laundering and Counter Terrorism Financing laws., Handle dealer, branch, and internal customer queries., Liaise with dealers and branch staff to ensure prompt clearance of contracts held and outstanding monies., Process EFT payments., Contribute to fostering strong relationships with key accounts., Balance general ledger accounts., Manage own workload and provide support to other team members and outside areas to ensure deadlines are met., 07/07/2007, 11/07/2007, GMAC Australia LLC, Customer Service Operator (Temporary assignment), Confirm employment/income, obtain credit references, print management reports and complete manual credit bureau., Receive inbound enquiries from customers and providing information within the Consumer Credit Code and Privacy Policy guidelines., Operation of busy Retail Lending Centre switchboard., 10/06/2006, 07/07/2007, KAZ Business Services, Virgin Credit Card Inbound Call Centre, Verification of client's ID and income details. Strict attention to detail is required by the lending institution., Dealing with high volume inbound enquiries., 10/05/2005, 10/06/2006, Parramatta Leagues Club, Gaming, Gaming - Large cash advances (change counter and cash payouts)., Customer Service., Sorting and bundling of monies., Clearance of poker machines., Poker machine adjustments and repairs., 03/05/2005, 10/05/2005, Dooleys Lidcombe Catholic Club, Food and Beverage, Customer Service., Cash register operation and cash handling., Setting up function rooms- strict deadlines., Espresso coffee service., Café duties., Current Volkswagen Financial Services, BA Fundamentals - PM Partners, AML / CTF Training & Accreditation, Dealing with difficult customers - New Horizons, NCCP Regulations, Train the Trainer - AIM, GMAC Australia LLC, AML / CTF Training & Accreditation, Consumer Credit Code (Modules 1-30 Completed), Privacy Act 2000, 2005 Liquor Administration Board, Obtained RSA & RCG Certificates, The Sydney Coffee Academy, Completed Espresso Coffee Service course, 2002 Toronto High School, Preliminary High School Certificate, English, Community & Family Studies, Visual Arts, Society & Culture, TAFE - Glendale, Certificate II in Business, References available upon request
Timeline
Team Leader - Retail Credit
Volkswagen Financial Services
11.2024 - 07.2024
Customer Service Compliance Officer
GMAC Australia LLC
11.2024 - 03.2024
Virgin Credit Card Inbound Call Centre
KAZ Business Services
10.2024 - 07.2024
Gaming
Parramatta Leagues Club
10.2024 - 10.2024
aProject SME
Volkswagen Financial Services
07.2024 - 02.2024
Customer Service Operator
GMAC Australia LLC
07.2024 - 11.2024
Senior Retail Credit Analyst (Part Time)
Volkswagen Financial Services
04.2024 - 07.2024
Retail Credit Analyst
Volkswagen Financial Services
04.2024 - 11.2024
Food and Beverage
Dooleys Lidcombe Catholic Club
03.2024 - 10.2024
aIT Business Analyst
Volkswagen Financial Services
02.2024 - Current
No Degree -
Newcastle
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