Summary
Overview
Work History
Education
Skills
References
Software
Languages
Quote
Timeline
Generic

Anna (Thi) Nguyen

Process Analyst
Perth,WA

Summary

To build a long-term career in financial sector with opportunities for career growth. Versatile team player eager to contribute a strong finance and administrative background toward actively supporting the success of a progressive organization offering opportunities for growth in exchange for superior performance. Plan to learn everything in the field and willing to go the extra mile for a successful outcome in a high volume fast paced and challenging environment.

Overview

12
12
years of professional experience

Work History

Process Analyst

Insignia Financial
Perth, WA
07.2024 - Current
  • As a process analyst on the remediation team, I manage multiple intricate projects. My responsibilities span from initial analysis and calculations, through data analysis and obtaining approvals, to executing and closing projects under the leadership of the project manager.
  • Initial Analysis: Assigned to conduct first assessments upon incident identification, focusing on root cause identification, scope assessment, and verification of stabilization measures.
  • Calculations: Involves complex evaluations, often the most time-consuming part of the process. Tasks include determining the impact of the incident on members/clients (better off or worse off), assessing the necessity of interest, and specifying the applicable interest rates.
  • Execution: May extend over months, contingent upon system capabilities, types of affected accounts, availability of member details, and decisions regarding compensation distribution, potentially involving the Australian Taxation Office (ATO).
  • I am also responsible for maintaining communication among stakeholders, keeping them informed about the project's progress, addressing any obstacles encountered along the way, and most importantly, ensuring impacted members are informed about what they can expect to receive.

Relationship Manager

ANZ/Insignia Finance
Sydney, NSW
04.2019 - 07.2022
  • As a relationship manager, I manage a panel of ANZ/Open Market advisers.
  • Daily works including managing emails, phone calls and follow up cases in relation to pension, super and investment portfolio.
  • Ensure that all quality guidelines and compliance requirements are adhered to in the provision of all services provided to financial planners.
  • Closely work with Parra planners to achieve advisers plan and needs for customers .
  • Provide effective solutions while analyzing issues and resolve with in the agreed service maintaining quality standards.
  • Help resolve enquiries, provide excellent services and experience to both advisers and BDM.

Retention Specialist

ANZ Retail Insurance
Sydney CBD, NSW
04.2018 - Current
  • Working as a retention specialist for ANZ Retail Insurance, my daily routine involves taking inbound and making outbound calls to high profile clients, following up with their renewal policy and provide the best options for the customer benefit. The most important part of the job is reviewing client's policies to assure they are updated, meet all clients requirements, and in most cases keeping them cost effective.
  • Following up with over 400 customers each week by making outbound calls in regards to renewing their retail insurance policies.
  • Answering a high volume of calls per day, addressing customer inquiries. I delivered superior customer experience by addressing customer concerns, demonstrating empathy, resolving problems swiftly as well as educating customer with product knowledge.
  • Investigated and resolved customer inquiries and complaints in a timely.
  • Helped drive sales goals and achieve monthly quotas.

Customer Service Consultant

ANZ Share Investing
Sydney CBD, NSW
11.2016 - 04.2018
  • This was my first role with the financial industry as a customer service consultant for ANZ Share Investing. As an experienced consultant, my daily routine is not only assisting clients with general enquiries via phone and email but also resolving more complex matters such as complaint cases and placing international and conditional orders for trading. It was imperative to do this without error.
  • As a trader, I placed and tracked domestic and international trade orders for clients over the phone.
  • Handling 50 to 60 calls per days in regard to client enquiries with a professional and knowledgeable manner.
  • Maintained in-depth and current understanding of available products and services.
  • Followed up on existing client cases via email and phone.
  • All complaint cases needed to be resolved as the entry level first within 24 hours. If not, they will be escalated and case manager will follow up on the case within 24-48 hours.

Customer Service Representative

HOBAN Recruitment
Seven Hills, NSW
08.2016 - 11.2016
  • The job was a casual position which involved taking calls from clients in regard to Census from the Australian Bureau of Statistics.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Developed all process controls and metrics for daily management.
  • Receiving 100 to 150 calls daily in relation to Census Inquiries.
  • Accurately documented, researched and resolved customer issues.

Research Assistant

UNSW Sydney
Sydney, NSW
08.2015 - 12.2015
  • I had the opportunity to work at the Chemical Science Building in UNSW as a Research Assistance. Working in the lab trying to find a new chemical process by using light transmitted from LED lights to transform a particular polymer into a designed product.
  • Supervising undergraduate students working on research projects.
  • Recorded data and maintained source documentation.
  • Performed validation and testing of engineering models to ensure adequacy and reformulate models as necessary.
  • Offer a thorough understanding of analysis and calibration of equipment, establishing conditions, developing and preparing reports.

Customer Solutions Specialist

Stellar Asia Pacific | Wollongong
Wollongong, NSW
08.2012 - 08.2015
  • I worked in the Multicultural Customer Service team which was a multi-language line for Telstra customers who preferred to speak another language other than English. The job involved multitasking as well as soft skills since it related to billing matters.
  • Answered a constant flow of customer calls in regards to their Telstra bills with up to 70 calls daily.
  • Placed sale order, resolved service and technical problems for customers by asking clear and specific questions.
  • Acting as an interpreter for customers who do not speak English and preferred to speak Vietnamese.
  • Met and exceeded service and quality standards every review period.
  • Addressed and resolved customer complaints empathetically and professionally.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Warm transferred customers to correct department who could assist them further.

Education

Diploma of Information Technology

Equinim College
Level 3, 102 James Street Northbridge WA 6003
03.2024 - Current

Diploma of Financial Planning

Monarch Institute
Melbourne, VIC
2019

Short Course - XPlan Software Training Course

Monarch Institute
Melbourne, VIC
2019

RG146 Compliant - RG 146 Tier 1 Securities- General Advice

Kaplan Professional
Sydney, NSW
2018

RG146 Compliant - RG 146 Tier 1 Life Insurance- General Advice

Kaplan Professional
Sydney, NSW
2018

Master - Master Of Chemical Process Engineering

UNSW Sydney
Sydney, NSW
2012

Bachelor - Bachelor Of Chemical Process Engineering

University Of Technology Ho Chi Minh City
Ho Chi Minh City, Vietnam
2010

Skills

  • Data analysis
  • Customer expectations management
  • Motivated team player
  • Strong client relations
  • Goal, people and detail-oriented
  • Computer Literate, Xplan and MS Office Suite
  • Retail sales
  • Claims investigation and research
  • Client assessment and analysis
  • Interpersonal and written communication

References

Antonio Sambataro

Relationship Manager

Phone: 04 3442 8153

Email :antonio.sambataro@insigniafinancial.com.au

Address: Level 10, 347 Kent Street, Sydney 2000

Software

SQL

Excel

JavaScript

Python

Languages

English
Advanced (C1)
Vietnamese
Bilingual or Proficient (C2)

Quote

A great ship asks deep water

Timeline

Process Analyst

Insignia Financial
07.2024 - Current

Diploma of Information Technology

Equinim College
03.2024 - Current

Relationship Manager

ANZ/Insignia Finance
04.2019 - 07.2022

Retention Specialist

ANZ Retail Insurance
04.2018 - Current

Customer Service Consultant

ANZ Share Investing
11.2016 - 04.2018

Customer Service Representative

HOBAN Recruitment
08.2016 - 11.2016

Research Assistant

UNSW Sydney
08.2015 - 12.2015

Customer Solutions Specialist

Stellar Asia Pacific | Wollongong
08.2012 - 08.2015

Diploma of Financial Planning

Monarch Institute

Short Course - XPlan Software Training Course

Monarch Institute

RG146 Compliant - RG 146 Tier 1 Securities- General Advice

Kaplan Professional

RG146 Compliant - RG 146 Tier 1 Life Insurance- General Advice

Kaplan Professional

Master - Master Of Chemical Process Engineering

UNSW Sydney

Bachelor - Bachelor Of Chemical Process Engineering

University Of Technology Ho Chi Minh City

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