Kshitiz (KZ) Ghimire
Henderson
Summary
I pride myself on exceptional customer experience, honesty, enthusiasm, hardworking, attention to detail, exceptional communication skills and being optimistic on challenging situations. Being highly motivated individual with passion of meeting, connecting, and maintaining a good relationship with people, in addition with a strong desire to deliver an excellent service. I thrive on working with people to give them the environment, coaching and development opportunities team need to be their best. I am a motivated leader with continuous improvement approach who enjoys on building relationships, leading initiative, and change, identifying problems and finding solutions and analytical skills. Lifting team’s capability is a priority so together we can achieve great outcomes. I am driven by the success of team, customers, and the business.
Overview
2025
2025
years of professional experience
Work History
Associate Financial Crime Investigations Analyst
ASB Bank
10.2024 - Current
- Support the Team Leader / Manager by ensuring compliance with sanctions obligations and AML / CFT legislative requirements through the assessment, investigation and appropriate remediation of alerts, exceptions, and cases within agreed SLA time frames.
- Assist in the reporting of suspicious activity to NZ Police Financial Intelligence Unit (FIU) or the completion of relevant customer due diligence.
- Ensuring accurate and detailed records are maintained.
- Personally develop and maintain a strong risk focus, understand the risks of the business to be able to identify and escalate where appropriate.
- Analyse and interrogate data received from ASB and CBA systems, Customers, Law Enforcement Agencies, and other sources.
- Contribute to a culture of Continuous Improvement by reviewing, validating and adapting processes to accommodate business and volume changes and ensuring that all internal processes are continuously reviewed to ensure efficiency and accuracy.
- Delivering timely accurate outcomes.
- Responsible for the end-to-end management of financial crime, detection, monitoring, assessment, investigation and remediation for ASB regulatory requirements.
- Internal compliance with regards to Anti Money Laundering (AML) / Counter Terrorism Financing (CFT), Sanctions and high-risk activity management.
- Leading self and ownership of self-development.
- Timely identification and escalation of risks in the business by having strong attention to detail and accuracy.
Business Banking Assistant
ASB Bank
08.2023 - 10.2024
- Provide support to customers through a variety of administrative tasks which includes, but is not limited to the opening of new accounts / groups, account enquiries, International Money Transactions, transfers, refund, signature checking and account administration.
- Action customer transaction and service requests, includes the receipt, processing and confirmation of transactions and service requests, and also information requests from external bodies by being consistent with the bank's service excellence and risk standards.
- Displaying accuracy and efficiency in my work, ensuring at all times to follow correct process and procedures to minimize operational and compliance risks.
- Support ongoing customer maintenance, to ensure needs and issues are always proactively identified and addressed in a timely manner.
- Provide effective communication to internal and external customers whether it be by telephone, email or written correspondence.
- Proactively identify problems / issues and create effective solutions as they arise.
- Respond to enquiries and requests for assistance from the branch network or other departments in relation to business banking.
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Educate customers on online banking and mobile banking applications.
- Refer customers to other banking departments for specialized services via One Team Referral.
- Calculate fees due, interest and change for customer transactions.
Senior Customer Specialist
ASB Bank
03.2023 - 08.2023
- Provided great service to customers on Bank's products and services, and refer specialized customer needs when appropriate to most convenient channel by identifying needs of customers and provide sound service accordingly.
- Ensured to have successful and meaningful customer conversations utilizing appropriate ASB tools and data.
- Created great outcomes through One Team Specialist Handovers.
- Nurtured effective relationships that are meaningful to my peers and customers.
- Being risk conscious in my role and in all that I do to ensure I am contributing to creating great risk culture by consciously thinking about risks associated with decision making and ensuring that actions taken are in line with ASB's expectations and code of conduct.
- Successfully completed transactional requests when required.
- Educated customers on ASB automation and digital service and better ways of banking.
- Took ownership to understand, learn and operate within ASB's processes and policies which will equip to ensure I succeed in my role.
- Championed new ideas and drive great results.
- To be tech savvy and embrace new digital ways of working for us and customer in system and methodology.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Answered average of 50 to 60 calls per day, addressing customer inquiries, solving problems and providing product information.
- Educated customers on ways to prevent fraud and scams on their accounts to safeguard financial security.
- Have meaningful Kiwi Saver conversation with customers to identify their long term goals and refer to specialist team.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Specialist
ASB Bank
08.2022 - 03.2023
- Provided great service to customers on Bank's products and services, and refer specialized customer needs when appropriate to most convenient channel by identifying needs of customers and provide sound service accordingly.
- Ensured to have successful and meaningful customer conversations utilizing appropriate ASB tools and data.
- Created great outcomes through One Team Specialist Handovers.
- Nurtured effective relationships that are meaningful to my peers and customers.
- Being risk conscious in my role and in all that I do to ensure I am contributing to creating great risk culture by consciously thinking about risks associated with decision making and ensuring that actions taken are in line with ASB's expectations and code of conduct.
- Successfully completed transactional requests when required.
- Educated customers on ASB automation and digital service and better ways of banking.
- Took ownership to understand, learn and operate within ASB's processes and policies which will equip to ensure I succeed in my role.
- Championed new ideas and drive great results.
- To be tech savvy and embrace new digital ways of working for us and customer in system and methodology.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Answered average of 50 to 60 calls per day, addressing customer inquiries, solving problems and providing product information.
Customer Service Manager
Mitre10
05.2022 - 08.2022
- Monitor performance and provide regular feedback including Personal Development Reviews (PDR)
- Effectively leading and coaching to improve team member's knowledge and application of products
- Committing to learning and developing people, ensuring team complete range of e-learning modules to increase their knowledge and ultimately increasing sales and services
- Regularly giving feedback to team members on their interactions with others
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Making enquiries and ordering products as to customer's project, provide specific product knowledge and give advice on most suitable product for their circumstances
- Understand and deliver Easy as customer experience throughout store and also deliver Mitre10 price promise
- Ensuring highest standard of service is provided to both internal and external customers at all times
- Ensuring smooth functioning of checkouts, tills and ordering cash required for cash machine
- Resolving customer complaints while prioritizing customer satisfaction and loyalty
- Answering customer enquiries and seek assistance when necessary from cross departments
- Be able to give advice on product knowledge, queries, stock, merchandising, pricing and promotion whenever needed
- Ensuring store adheres to company and legislative operating policies and procedures
- Creating staff rosters ensuring appropriate cover is maintained for day to day operation of department
- Assisting accounts payable and payroll with enquiries
- Contributing to overall success of company through minimizing shrinkage by following all store process, procedures around loss and actively supporting loss prevention committee
- Taking responsibility for daily organization and management of team members by maintaining effective and efficient control over department
- Ensuring compliance with store's health and safety procedures and standards
- Serving customers in any area of store where there is need and leading by example and coaching team members whilst doing so
- Took ownership of customer issues and followed problems through to resolution
Operations Manager
Kmart New Zealand
12.2021 - 05.2022
- Used forecasting data to prepare daily work assignments, delegate tasks, and expertly meet business demands
- Completed performance reviews and submitted promotional suggestions to upper-level management
- Aligned new initiatives with operational process by effectively coordinating plans, resources, and teams according to established procedures
- Established objectives for staff, monitored performance, and coached on strategies to improve results
- Maintained onsite presence to oversee operations and verify compliance with company operational standards
- Reduced shrink through compliance with safety, loss prevention, and cash-handling procedures
- Managed business operations and worked closely with store manager to develop KPIs, build operating dashboards, and monitor performance
- Managed team of 60+ employees with consistent record of accomplishment in achieving operations goals
- Promoted team collaboration and professional development opportunities to build success-oriented culture
- Monitored processes, identified gaps, and resolved operational issues to correct organizational deficiencies
- Dealt with any cash related issues in store, coming up with solutions to resolve it
- Overlooked whole cash management system of store
- Hiring people, doing performance review, training, and supervision of team members.
- Identified procedure or process changes required to improve performance and productivity
- Identified and resolved unauthorized, unsafe or ineffective practices
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Customer Service / Department Manager
Kmart New Zealand
09.2019 - 12.2021
- Maintaining extremely high standard of merchandise presentation in line with business standards and customer expectations
- Accountable for leading, coaching and developing team members
- Manage merchandise through product life cycle and seasonality
- Forecast, plan, and prioritize daily work and resource requirements
- Generate sales with continued focus on maximizing margin outcomes
- Stocking and restocking of inventory when shipments are received
- Quick decision making on department’s underperforming departments and coming up with plan to increase sales
- Manage all visitors and contractors within store and look after health and safety of everyone involved
- Ensuring compliance with occupational health and safety regulations
- Handling customer enquiry including customer focus, costumer complaints and providing customers better experience
- Investigating any loss prevention related matters; coming up with solutions to reduce loss prevention in department
- Opening and closing tills, ensuring smooth functioning of Self Checkouts and tills
- Hiring people, doing performance review, training, and supervision of team members
- Working with cross department managers to meet staffing and resource levels for expected demands.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands
- Formulated pricing policies by reviewing merchandising activities and determining additional needed sales promotions
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends
Sales Assistant
Kmart New Zealand
11.2015 - 09.2019
- Maintaining extremely high level of floor presentation standard within store
- Serving customers at sales counter
- Established connection with over 50 customers per day and help store increase sales by having good relationship
- Offering face to face advice to customers on store’s products
- Operating cash till efficiently, ensuring that all cash received are correctly registered
- Maintaining cash and payment system in accordance with company procedures and policies
- Processing returns and refunds as required in line with company procedures
- To serve customers courteously and efficiently ensuring that highest standards of customer service are always met
- Ensuring all areas are clean and adhere to company’s clear floor policy and health and safety requirements
- Stock inventory, filling, processing load and back stock management.
Sales and Administration Assistant
Kmart New Zealand
- Preparing daily register cashflow report, daily reconciliations and additional administrative duties as required
- Prepare weekly banking report
- Auditing reason for markdown product, identify actual reason for faulty item markdown to reduce error
- Follow up daily head office email and reply to them
- Dispatched order and shipment report maintenance
- Order cash change and other office stationaries
- Prepare invoices for payment and maintaining petty cash expenses
- Opening and closing tills, ensuring smooth functioning of registers
- Stock inventory, filling, back stock management.
Customer Service Representative
Kmart New Zealand
- Increased sales by 10% to 15% daily by processing over 100 online orders per day
- Online order processing and dispatching
- Analyzing customer journey and coming up with recommendations for improving it
- Following KPI and make plans to meet daily target sales
- Dispatched order and shipment report maintenance
- Auditing stock inventory on floor and preparing for exception report
- Contributing to team effort by accomplishing related results as needed
- Assisting customers by responding to general enquiries, face to face or by telephone
- Stock inventory, filling, back stock management.
Education
New Zealand Diploma in Business Level 6 - Business
Otago Polytechnic
Auckland, AUK12.2016
Skills
- Attention to detail
- Performance Management
- Task Prioritization and Multi-tasking
- Customer experience
- AML / CFT
- Bank Transaction Processing
- Customer Accounts Management
- Due Diligence and Risk Management
- Teamwork
- Retail / Personal Banking
- Financial Advise
- Customer Transactions / Wire Transfers
Referees
Upon Request
Timeline
Associate Financial Crime Investigations Analyst
ASB Bank
10.2024 - Current
Business Banking Assistant
ASB Bank
08.2023 - 10.2024
Senior Customer Specialist
ASB Bank
03.2023 - 08.2023
Customer Service Specialist
ASB Bank
08.2022 - 03.2023
Customer Service Manager
Mitre10
05.2022 - 08.2022
Operations Manager
Kmart New Zealand
12.2021 - 05.2022
Customer Service / Department Manager
Kmart New Zealand
09.2019 - 12.2021
Sales Assistant
Kmart New Zealand
11.2015 - 09.2019
Sales and Administration Assistant
Kmart New Zealand
Customer Service Representative
Kmart New Zealand
New Zealand Diploma in Business Level 6 - Business
Otago Polytechnic
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