Deepa Nair Email & Phone Number

Melbourne, Vic, Au

Melbourne, Vic, Au

Melbourne, Victoria, Australia

• Developed and facilitated training programs for 300+ staff across departments, focusing on CS, CX, and systems.• Trained, monitored, and coached 40+ staff in customer service using data driven insights.• Collaborated on training development plans for ongoing professional development.• Conducted skill gap analyses and tailored training for key departments.• Administered surveys to align training with production needs.• Ensured seamless delivery by testing training software and hardware.• Updated training materials for relevance and engagement

Melbourne, Victoria, Australia

• Provided strategic leadership and coaching to the team members across VIC, NSW and the Philippines on new settlement processes and systems.• Ensure that all operations adhered to business and regulatory policies in the processing and management of loan settlements.• Drove the team and organisation’s performance through efficient forecasting and strategic development, providing solutions to settlement and compliance issues.• Liaised with internal and external customers to negotiate the resolution of concerns and issues, maintaining the delivery of high-level customer service at all times.

I conceptualise and produce training procedures for the operational teams as well as examine design, development, documentation and execution of ongoing training for continuous improvement. I also ensure completion of documentation required for projects and change management initiatives including business readiness measures. To ensure testing supports the applications development paradigm, I analyse user requirements and functionalities, development on UAT and test cases. Finally, I maintain customer service to exceptional level during the settlement process, banking and general enquires in a call centre environment.Key Achievements:• Planned and constructed training procedures and training for the operational team; developed training, training guides including QRGs, FAQs, while providing communications to all stakeholders. • Successfully worked with the Change Readiness team to negotiate and deploy the new SAP C4B system to the operational team.

Melbourne, Australia

I arranged and facilitated training sessions for new contact centre staff covering insurance company’s policies, knowledge and skills necessary to perform responsibilities. Aside from negotiating with stakeholders, I processed cash settlement for customers, managed customer enquiries within a contact centre environment. In a timely manner for immediate resolution, I maintained friendly, courteous and efficient service to customers, and addressed their concerns. I maintained calmness, patience and keenness to details whilst working in a fast-paced and busy working environment. I complied with company policies, procedures and delegations as required by the management to maintain operational effectivity. Key Achievement:• Consistently achieved 98% accuracy through effective employment of high level of attention to details in processing over 500 cash settlement documents.

Melbourne, Australia

Prior to unconditional approval, I utilised solid knowledge and understanding of the bank’s loan products and structures in verifying loan applications. I conducted comprehensive evaluations of loan applications including credit assessment and document verification in conjunction with relevant bankers. Other than addressing queries, I arranged customer account opening forms as well as offering and explaining products and their features to customers. I adhered to credit and collection policies and procedures and ensured compliance within the team. Last, I processed and structured loans applications to achieve a client’s expected outcomes in accordance to bank policy and forwarded for approval.Key Achievement:• Confidently exceeded targets by reaching over 600 unconditional loan approvals using meticulous attention to details as well as achieved 100% accuracy.

Melbourne Area, Australia

Ensuring they were equipped with knowledge and practical skills in performing tasks, I provided and conducted training sessions for newly hired staff. Not only did I liaise and provide settlement arrangements with solicitors and brokers but also employ knowledge and skills to ensure productivity targets were surpassed upon performing responsibilities. Within a call centre environment, I accommodated customer enquiries whilst conducting quality checks on applications. I also employed shorter and efficient methodologies in executing assignments in the FASTRefi project; processed settlements in coordination with stakeholders. Key Achievement:• Surpassed the required number of daily enquiries by attaining 100 using online and manual systems at 98% accuracy.• Trained offshore staff in India and the Philippines.

Melbourne Area, Australia

• Inbound and outbound calls• Coordinating settlement bookings with solicitors and brokers• Booking with settlement agents and other OFI’s• Proficient in technical finance systems• Productivity targets • Team work• Customer service• Training new staff• Proficient skills in reading mortgage title documents

As part of holiday relief, I crossed trained into performing responsibilities related to management and operation coordination. I planned and arranged inductions of staff and contractors prior to onsite assignments, as well as finalised travel arrangements and accommodation of staff. To achieve the best outcomes for export shipments, I established and maintained connections as well as finalised negotiations with clients, subcontractors and suppliers. Performing administrative support role especially to the sales team, I provided quotes and documentation to be used during meetings with clients.

Graduate Certificate In Digital Learning And Teaching

Certificate Iv In Training And Assessment

Bachelor Of Commerce - Bcom, International Business