5 Harwood Rise, Leeming, Western Australia 6149 Australia
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I am a highly motivated and experienced professional with 4 years of experience in Financial Services Industry. I have held roles in mainly Customer Service and Contact Centre Operations. I am currently looking for a role that offers me a fresh challenge and excellent personal / career development opportunities.

My most notable achievements have been attained during my career with Bankwest. They are: -

• Australian Teleservices Association (ATA) Finalist In 2010 Contact Centre Champion of The Year (National)
• Australian Teleservices Association (ATA) 2010 Contact Centre Champion of The Year (WA)
• Quarterly Service Star Champion (Retail Bank) Q2 09-10
• Bankwest Contact Centre Champion Q2 09-10
• Bankwest Values Quarterly Service Star  (Retail Bank) Q3 08-09
• Over 150 Bankwest Values Nominations (Colleagues who have demonstrated Bankwest Values or have been acknowledged for oustanding contribtuions to the Business)
• Monthly Leadership Champion - 5 Times
• Team Member of The Month - 13 Times

Aug 2009 - Present

Company name: Bank Of Western Australia Location: Perth, Australia Industry: Banking & Financial Services Company size: 1001-5000 employees Company web site: http://www.bankwest.com.au       Job Title: Customer Solutions Specialist Job Type: Full-Time Position Department: Customer Service & Call Centre Closest Job Role: Manager & Operations Summary: Act as point of escalation of all customer dissapointments and ensure every query is resolved at First Point Of Contact Detailed Description: In August 2009, I was promoted to a Customer Solutions Specialist. The key responsbilities of this role were: Actively investigating, pursuing, and resolving of referred customer processing queries using every possible and known avenue within our Retail Processing functions To deliver “First Point Resolution” to our customers within promised timeframes and continuously follow up and case manage to ensure the customer knows exactly where their query is To identify and recommend ways to improve the way we do things To work with and assist your fellow colleagues to deliver excellent service quality Contribute to providing important call data so that we can track the effectiveness of our operation Prioritising your workload to have effective and first point resolution case management skills Remuneration: AUD 60,000.00 Annually

Nov 2007 - Aug 2009

Company name: Bank Of Western Australia Location: Perth, Australia Industry: Banking & Financial Services Company size: 1001-5000 employees Company web site: http://www.bankwest.com.au       Job Title: Service Support Officer Job Type: Full-Time Position Department: Customer Service & Call Centre Closest Job Role: Supervisor / Team Leader Summary: Service Support Officer / Assistant Team Leader Detailed Description: I was promoted to a Service Support Officer. Key Responsbilities of this role included: Performance management of direct reports. Efficient decision making in regards to customer resolution of complaints. Set development activities that maintain and enhance customer service assist T/L in driving incentives; assist T/L in driving 90 day plan. Ensuring that all colleagues had active develpoment plans and any skill gaps for their current role are identfied quickly through call coaching and closed in 1-1 training sessions. Remuneration: 54,000.00 Annually

Feb 2007 - Nov 2007

Company name: Bank Of Western Australia Location: Perth, Australia Industry: Banking & Financial Services Company size: 1001-5000 employees Company web site: http://www.bankwest.com.au       Job Title: Customer Service Representative - Lending Job Type: Full-Time Position Department: Customer Service & Call Centre Closest Job Role: Customer Service Consultant Detailed Description: Joined BankWest as an inbound CSR. My role was to serve as the single point of contact for all Retail customers of BankWest, to assist in their needs and promote BankWest products. Assist personal, business and merchant customers with enquires regarding new and existing accounts (including all lending enquires) Resolution of customer complaints that came through to me personally Cross selling products, identifying referral and retention opportunities.

Oct 2005 - Nov 2006

Company name: Stream Asia Pacific Location: Mumbai, India Industry: Information Technology Company size: 1001-5000 employees Company web site: http://www.stream.com/locations/apac/mumbai.aspx       Job Title: Dispute Resolution Expert Job Type: Full-Time Position Department: IT & Telecommunications Closest Job Role: Helpdesk & Desktop Support Summary: Priority Client Support & Sales Detailed Description: Started as inbound tech helping American Customers with any problems relating to Dell Desktop Computers Have extensive knowledge on all Windows Platforms, most 3rd party software and all Desktop Hardware. Proficient in handling Virii / Spyware threats The extent of my support included wirless networking on all Windows Platforms (except Win 2000) Assisted potential clients with choosing the correct platforms for their needs and have had sales experience in this role. Got my own team of 12 inbound technicians to provide Resolutions to customers and also had to handle irate customers or difficult technical scenarios. Left the company to move back to Australia

Jul 2003 - Jun 2005

Institution: B.J.P.C.I Jr College Institution Type: College Location: Mumbai, India Course Name: Indian Secondary Certificate (12th Grade) Grade: Distinction Study Units/Modules: Math Physics Chemisty Information Technology Electronics

Jul 2000 - Jun 2003

Institution: St Mary's High School (I.C.S.E) Institution Type: High School Location: Mumbai, India Course Name: Indian Certificate of Secondary Education (10th Grade) Grade: High Distinction Study Units/Modules: Math Physics Chemistry Biology English Social Studies Computer Education

FSRA Teir 2 Accreditation
Reference:	1258707
Issuer:	Kaplan Professional
Valid From:	16th February 2009
Valid To:	31st December 2021

Certificate III in Customer Contact
Reference:	2008076
Issuer:	Dillon Whitelaw
Valid From:	7th July 2008
Valid To:	31st December 2021

Finance, Music, Football, Basketball, Console Gaming.

Job Seeking Status:	Not Currently Looking
I am on a notice period (days):	0