Anitha P. Email & Phone Number

Sydney, Australia

Lion is a beverage and food company that operates in Australia and New Zealand. It produces and markets a range of beer, wine, cider and spirits as well as dairy and other beverages like plain and flavoured milk, yogurt, cheese, juice and soy products.• Provide direction, implementation plans and motivating a team of 7 direct reports working with different skillsets and stakeholders to achieve a common company goal of increasing market share by providing exceptional customer experience• Business partnering with internal stakeholders to create continuous improvement efficiencies• Effective cost management ideas and implementation• Worked on major projects earlier this year focusing on cost management as well as enhancing customer experience like Route optimisation project, Complaints handling process, SKU allocation project • Increased process efficiencies, tools and systems to enable and empower the team to achieve first contact resolution (FCR) on every call • Continuous improvement of workplace enablers to deliver on customer needs and enhance experiences• Increase capability of teams by embedding coaching through the coaching enabler • Work closely with peers to increase volume conversion of sales• Efficiently handled consumer complaints process improvement with reduced SLA’s and increased customer satisfaction. • Setting and driving KPI`s; analysing and reviewing various performance reports, focusing on achievement plans to ensure goals are achieved• Focusing on individual career plans by identifying development opportunities and help team members grow and develop

Bella Vista

Ability Options is an ISO 9001 certified non-profit organisation and a 5 STAR employment service provider working on contracts for Department of Employment, Centrelink, Department of Human Services and Prime Minister’s office since 1976. • Provide exceptional leadership to the team and ensure agreed business outcomes are achieved by providing feedback, coach for performance and handling escalated complaints• Overseeing the recruitment, organising internal and external training and development of a strong and dynamic customer service team while actively supporting day to day operations• Maintain solid knowledge of Olympus Ability Options/Employment Division services, strategies, plans, policies, systems, procedures and KPIs• Maintain working knowledge of employment programs and the external operating environment along with Government strategies and plans for Employment services• Setting and driving KPI`s analysing and reviewing various performance reports, forecasting workload/rostering to ensure manageable and KPI’s are achieved• Monitor results, service standards and participant satisfaction and recommend refinement to services, programs and plans• Work with Executive leader for Enterprise management and Business performance managers to ensure assigned team has the appropriate structure, staffing, capabilities and accountability framework to achieve its goals• Ensure team is up to date with all legislative and compliance changes in line with the contractual agreement for Job Active and Disability employment services

North Sydney

Broadspectrum is owned by Ferrovial which is one of the world’s leading infrastructure operators. They deliver a broad range of services that are essential to clients across multiple sectors. • Responsible for providing strong leadership to multi skilled team which was working on the NSW Land and Housing contract• Assist the Contact Center Operations Manager (CCOM) with end to end recruitment process • Plan and coordinate training and induction program in conjunction with CCOM, TL’s and Workforce coordinators• Delivering excellent customer service whilst following the government contractual requirement by setting of targets and managing team performance• Ensuring team is resourced in line with operational needs• Co-ordinate, supervise and monitor work load for optimal business outcome• Identify areas for improvement within the team and recommend solutions• Assist Project Team with major roll outs, implementation and testing• Provide status updates on any assigned tasks to project owners and stake holders in a timely manner • Ensure data integrity, accuracy and privacy compliance is to be maintained at all times• Involved in setting performance targets and coach team members on a regular basis• Requests from other departments or partner suppliers are handled appropriately

Pyrmont

• Provided strong leadership to a team of 15 senior professionals in the Commercial credit and loans team for ANZ market including 3 Loans officers for Japan market• Delivered superior customer service whilst mitigating risk and ensure compliance policies and procedures are adhered to• Coached by applying consultative feedback to drive improvement in KPI's & compliance procedures along with maintaining excellent quality results• Assessing financial information received from Small Business owners as well as high net worth individuals and approving line of credit to strengthen portfolio performance whilst mitigating risk for the organisation

Pyrmont

• Maximize spend in the Small Business Sector portfolio by understanding customer spend and obtaining financial information while conducting Risk analysis• Conducted series of New Hire training regarding systems and procedures followed by the commercial credit team• Handling first level of escalated calls referred by senior credit analyst and effectively resolved customer issues in a professional manner without need for further escalations

Pyrmont

• Was an active team member implementing new process and procedures ensuring increase in billings for commercially underwritten accounts• Actively involved in doing credit checks for Small Business Customers using Dun & Bradstreet reports and also Veda Advantage• Analysis of financial statements and Business Activity Statements (BAS) in an effective manner to mitigate risk

Bachelor Of Commerce (B.Com.), Accounting

Diploma In Financial Management