Deepa Nair Email & Phone Number

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.

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.
• 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.
• 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.
• 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.
• 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

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.

Graduate Certificate In Digital Learning And Teaching

Certificate Iv In Training And Assessment

Bachelor Of Commerce - Bcom, International Business