Vikas Kala
Richmond,Vic
Summary
SME Team Leader at Latitude Financial Services and GE Money, adept in strategic thinking and analytical thinking. Excelled in coaching and mentoring, enhancing team compliance and performance. Achieved significant reductions in customer complaints, demonstrating a strong blend of audit reporting skills and leadership. Strong experience in problem solving, analytical abilities and ability to engage and influence stakeholders. I am passionate for customer service maintaining strong customer relationships and exceed customer expectations.
Overview
17
17
years of professional experience
Work History
SME Team Leader
Latitude Financial Services
01.2010 - 10.2023
- Ensured adherence to company policies and procedures, providing regular training sessions for ongoing compliance awareness among team members.
- Ensuring loan provisions are maintained within set
target. - Minimising customer complaints (Taking escalations)
- Marking Calls and provide Feedbacks
- Ensure all customer complaints are closed within the
reporting period - Giving customer feedback on time. This involves
activities like sending client’s statements as per their
request and responding to any queries that they
may have - Floor walking and taking training sessions for new employees.
- Hardship/ Back office
SME
GE Money
02.2007 - 02.2009
- Ensured adherence to company policies and procedures, providing regular training sessions for ongoing compliance awareness among team members.
- Developed a succession planning strategy for the SME Team Leader''s direct reports, ensuring continuity in leadership and sustained performance levels during periods of transition.
Education
Certificate Three in Commercial Cookery.
GIFE
Melbourne, VIC05.2023
BBA - Commerce
D.A.V College
Uttarakhand India03.1999
Skills
- Coaching and Mentoring
- Strategic Thinking
- Audit reporting
- Analytical Thinking
- Training and mentoring
Accomplishments
- Supervised team of 32 staff members.
- Achieved Results by completing Tasks with accuracy and efficiency.
- Won Several Awards.
- Resolved product issue through consumer testing.
- Successfully trained new agents during Transition.
Timeline
SME Team Leader
Latitude Financial Services
01.2010 - 10.2023
SME
GE Money
02.2007 - 02.2009
Certificate Three in Commercial Cookery.
GIFE
BBA - Commerce
D.A.V College
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