Firdaus Mehta Email & Phone Number

Sydney, New South Wales, Australia

• Lead the project lifecycle, from planning to delivery, and develop service delivery strategies aligned with organisational goals.
• Manage commercial and retail service centre teams to ensure exceptional customer experiences across multiple channels.
• Oversee, develop, and coach 11 direct reports, performing workforce management and capacity planning to ensure positive customer experiences and employee engagement.

Sydney, New South Wales, Australia

• Analysed large datasets to generate actionable insights, developed accurate supply and demand forecasts, and identified system improvement opportunities to drive commercial growth.
• Acted as a subject matter expert for strategic tenders and customer acquisitions, led process improvements and strategic initiatives to enhance business systems and customer satisfaction.
• Managed and mentored team members, supported IT and marketing initiatives, and worked with executive leadership to advise on customer and business impacts.

Melbourne, Victoria, Australia

• Utilised advanced data analysis to provide actionable insights, created precise supply and demand forecasts, and pinpointed opportunities for system enhancements to boost commercial growth.
• Served as a key advisor for strategic tenders and customer acquisitions, spearheaded process improvements and strategic projects to optimise business systems and elevate customer satisfaction.
• Collaborated with IT and marketing teams, and provided strategic advice to executive leadership on customer and business impacts.

Melbourne, Victoria, Australia

• Worked directly with product partners and stakeholders to discuss the progress of remediation efforts and provided customer feedback throughout the process.
• Demonstrated an average productivity rate of 107% and a quality assurance score of 99.2%.
• Interpreted and utilised complex data to develop actionable steps that improved processes, optimised results, and ensured compliance with industry standards.

Melbourne, Victoria, Australia

• Drove mortgage sales and identified cross-selling opportunities, including insurance and other sub-products.
• Coordinated lending capabilities and banking solutions for individual, private, and commercial entities, focusing on financing, refinancing, credit, and lending.
• Contributed to branch profitability by increasing mortgage funds under management, developing strong customer relations, and fostering relationships with customers.

Auckland, New Zealand

• Performed over-the-counter transactions, including deposits, withdrawals, foreign exchange, and international money transfers.
• Delivered high-quality service by resolving and taking ownership of customers’ problems.
• Attained an average customer NPS score of 98.6%, with a 95.4% response rate.