Dillon D. Email & Phone Number

Melbourne, Vic, Au

Highlights:1. Developed and automated multiple dashboards providing business intelligence to a division with over 400 colleagues across Australia, UK, USA and Asia.2. Successfully delivered a 12 month pilot of a centralised pricing model in corporate finance. This involved various initiatives including the creation of educational content, establishing minimum inputs for requests, setting SLA’s and acting as an SME/value chain for all pricing needs.

Managed and serviced a diverse portfolio of business clients worth $100M ensuring bank NPS, market share and balance sheet outcomes were met YoY. Highlights:1. Consistently developed NAB advocates and positive NPS via excellent customer and referral partner service. This was evidenced by a strong refinance (market share growth) ratio of 11.94 to 1 - exceeding KPI’s. 2. Grew my customer portfolio by meeting the annual growth target of 10% in just 7 months and exceeded equipment finance growth targets by growing the EF balance sheet segment by 28% YoY. 3. Coached associates on best practice with lending, customer servicing and risk management needs while being responsible for credit risk, deal structuring and regulatory compliance activities.

Wrote complex credit files for multiple banker portfolios of large business clients, ensuring excellent customer/value chain service and regulatory compliance.Highlights:1. Received the regional employee of the quarter award in Q1 of 2021. Awarded for consistently delivering exceptional credit outcomes for Senior Bankers and their clients with timely, quality and compliant credit submissions. 2. Completed one of the largest group submissions for the region involving a 4-party deal (2 of which were new to bank) that incorporated multiple home loans and business loans. The credit submission finished with 73 pages, 69 financial tables, over 231 attachments and 0 errors resulting in a nomination from the approving Credit Manager for an exceptional submission.3. Coached colleagues on submissions regularly and ran associate training sessions on best practice for large, sophisticated lending submissions.

Serviced two $80 million portfolios of business clients ensuring excellent customer service and regulatory compliance.

Developed, uplifted and maintained reporting solutions that tracked operations and performance for the collections contact centre (utilising SQL, SAS, Excel and VBA). Highlights:1. Built performance monitoring for Interactive Voice Recognition (IVR) and SMS services provided by an external vendor that measured the number of customer call-backs and dollars collected via these channels.2. Formulated a tactical solution to ensure critical real-time dialling reporting was maintained during a core system replacement program. Leading 2 junior analysts, we delivered a solution that utilised MS Access to temporarily store data which saved on significant time, money and resourcing in developing a centralised fix for a short term issue.3. Developed an excel dashboard that captured agent KPIs (e.g. call quality, adherence, conversion rate) which was used to measure individual, team and department wide performance against scorecard. The report was used by department heads and team leads to track weekly performance and conduct targeted coaching.

Managed and executed the Nab Assist contact strategy utilising Genesys Solutions software for an inbound and predictive outbound collections contact centre. Consistently improved weekend RPC performance from an average of 8% to 12%, over the span of 6 months, through deep dive analytics and testing of optimal dialling strategies.

Led a team of 8 individuals in the collections late-stage recoveries space.Improved team motivation and culture by introducing a reward and recognition scheme in collaboration with senior management.

Took inbound and outbound calls structuring payment solutions for retail customers with delinquent consumer lending products.Maintained a high quality score of ‘90% +’ in customer conversations.

CM group offers digital marketing and printing solutions for SMEs, specialising in: - Web Development/Optimisation- SEO- Ecommerce- Social Media- Branding & Logo's- Email Marketing; And- Printing

Bachelor Of Business (Banking & Finance), Majors: Banking, Finance And Economics, Distinction, H2A

Aff3111 - Personal Financial Planning, Financial Planning And Services, High Distinction

RG146 Tier 1 accreditation

Australian Financial Services License - Tier 2, Banking And Financial Support Services

Acquired in 2017

Victorian Certificate Of Education

Subjects: - English - Economics - Business Management - Software Development - Mathematics - Legal Studies