Currently working as Product Owner in Westpac App and Platform Train in Digital Village. I'm responsible for delivery of digital feature for native apps and online banking. As a product owner I engage with stakeholders from other business units and ensure stakeholders are updated regarding key decisions and issues that are being taken for the their feature. My role involves with engagement with Legal, Risk and Compliance and ensure that all relevant sign offs are obtained prior to release of… Show more Currently working as Product Owner in Westpac App and Platform Train in Digital Village. I'm responsible for delivery of digital feature for native apps and online banking. As a product owner I engage with stakeholders from other business units and ensure stakeholders are updated regarding key decisions and issues that are being taken for the their feature. My role involves with engagement with Legal, Risk and Compliance and ensure that all relevant sign offs are obtained prior to release of my features. I'm responsible for managing backlog of stories for my feature thus ensuring stories are prioritised and team has clear set of priorities as well as we have clear backlog items. Show less

Currently working in digital service quality at Westpac, where my key role is to identify production issues and drive resolution of these issues through collaboration with key partners (channel owners, technology and product. The role involves looking at customer feedback coming through different channels i.e NPS , play store/app store and identifying any issues that we may have.

•Perform User Acceptance Testing of the Functional Requirements of the Viewpoint system and business processes. •Assist in the parallel running of the current system to ensure the new system results are validated against the existing system Documentation of UAT Test Scenarios, Test Cases and Test Scripts.•Definition and preparation of Test Data.•Identification and analysis of software defects.•Report to the GRM and Project Manager - results, test metrics etc. •Update any… Show more •Perform User Acceptance Testing of the Functional Requirements of the Viewpoint system and business processes. •Assist in the parallel running of the current system to ensure the new system results are validated against the existing system Documentation of UAT Test Scenarios, Test Cases and Test Scripts.•Definition and preparation of Test Data.•Identification and analysis of software defects.•Report to the GRM and Project Manager - results, test metrics etc. •Update any documentation that has gone out-of-date.•Work with client services to ensure the quality of delivered software as well as ensuring timely bug resolution.•Execution of test cases on different combination of mobile and tablet devices.•Creating and analyzing test data to perform test cases.•Provides QA guidance and direction to employees and consultants and, as needed, provides complex functional testing services to multiple projects.•Coordinates multiple projects and guides project team members with internal and external interfaces, particularly for more complex testing situations. Show less

• Answering customer inquiries about access and referring products based on customer needs.• Verifying and investigating the transactions on the online banking, cards and other transactions on accounts.• Handling customer inquiries ranging from business customers to consumer inquiries.• Communicating effectively and sharing ideas and suggestions for improvement to achieve high quality outcomes.• Embraces change and initiatives, understands and delivers value for… Show more • Answering customer inquiries about access and referring products based on customer needs.• Verifying and investigating the transactions on the online banking, cards and other transactions on accounts.• Handling customer inquiries ranging from business customers to consumer inquiries.• Communicating effectively and sharing ideas and suggestions for improvement to achieve high quality outcomes.• Embraces change and initiatives, understands and delivers value for customers.• Understanding complex scenarios and executing them in test environment Show less

• In my role as net bank specialist I handle all customer inquiries ranging from net bank transfers to dispute to fraudulent transactions. •I my role I also follow up with customers with their inquiries in case I haven’t been able to solve them on the spot. • Also I have conversation with customers relating to their needs so that as customer service representative • I'm providing them with excellent service and also the best product for their needs.• In my role I… Show more • In my role as net bank specialist I handle all customer inquiries ranging from net bank transfers to dispute to fraudulent transactions. •I my role I also follow up with customers with their inquiries in case I haven’t been able to solve them on the spot. • Also I have conversation with customers relating to their needs so that as customer service representative • I'm providing them with excellent service and also the best product for their needs.• In my role I also lodge disputes relating to net bank transfers and also walk through customers on how to use net bank effectively• Taking ownership and following up in a timely manner• Focusing on solutions and not on problems• Enables others with relevant information and support• Communicating effectively and sharing ideas and suggestions for improvement to achieve high quality outcomes• Embraces change and initiatives, understands and delivers value for customers• Effectively implementing simpler and easier ways to achieve Show less

• In my capacity as a Customer Assist Officer, I liaise with customers who are faced with an unforeseen / unexpected event causing hardship. • In my role I conduct Real-Time assessments of our customers’ financial positions with a view to offering a tailored and sustainable solution to see them through their financial difficulty. • The focus of my role is to ultimately rehabilitate our customer’s facilities to a serviceable level, educate our customers on how to best… Show more • In my capacity as a Customer Assist Officer, I liaise with customers who are faced with an unforeseen / unexpected event causing hardship. • In my role I conduct Real-Time assessments of our customers’ financial positions with a view to offering a tailored and sustainable solution to see them through their financial difficulty. • The focus of my role is to ultimately rehabilitate our customer’s facilities to a serviceable level, educate our customers on how to best manage their facilities to prevent further financial hardship and to provide an exceptionally high standard of customer service driven by our brands focus to be number 1 in Retail Debt Management by June 2013• Try to handle and resolve customer disputes• Raise billing enquires if customer disputes charges or I am unable to resolve the issue on the call• Transfer call to suitable departments after thoroughly trying to resolve the reason for the call• Call customers to follow up whenever necessary• Meet the quality expectations, average handling time and not ready time• Meeting with other teams and following company ‘s plociies and adhering to legislation• Demonstrating outstanding customer service skills in sensitive issues.• Meeting KPIs individually and of the team to achieve desired results.• Keeping customer service records in professional manner.• Liaising with cusomers about existing plans and providing information about new products and services.• Working together in a team and sharing and gathering all the information relevant with each other.• Identifying complex and sensitive situations and demonstrating problem solving abilities. Show less