Usha Lata
Mt Roskill,New Zealand
Summary
Customer service professional with track record of enhancing customer experiences and resolving issues efficiently. Known for reliability and adaptability in team-oriented environment, consistently achieving positive outcomes. Skilled in communication and conflict resolution, with strong focus on collaboration and results.
Overview
30
30
years of professional experience
Work History
Customer Support Officer - Lending
Bank of New Zealand (BNZ)
01.2001 - Current
- Updating lending documents to ensure customer details are correct
- Opening loan accounts
- Liaising with lenders and solicitors
- Championed a customer-first culture within the support team, resulting in higher overall satisfaction levels and increased client retention rates.
- Achieved consistently high customer satisfaction ratings through personalized assistance and empathy in interactions.
- Spearheaded initiatives to improve departmental communication, fostering a positive work environment.
- Contributed positively to the organization''s online reputation by promptly addressing negative reviews or comments from dissatisfied customers.
- Managed high call volumes while maintaining composure and professionalism under pressure.
Head Teller
Bank of New Zealand (BNZ)
01.1995 - 01.2001
- Supervise other bank tellers and their cash drawers
- Train new tellers in bank practice and procedure
- Audit the cash drawer according to policy and schedule
Education
National Diploma - Business Education
Auckland College of Education
01.1995
Diploma - Educational Studies
Waikato University
01.1993
Bachelor of Arts - Economics
Bharathair University
01.1987
Skills
- Extensive knowledge of different banking systems
- Excellent customer service
- Efficient and accurate transaction processing
- Ability to meet deadlines
- Attention to detail
- Cooperative team player
- Complaint Handling
- Team building and training
- Teamwork and Collaboration
- Problem-Solving
- Reliability
- Understanding Customer Needs
Training
Kaizen, The practice of continuous improvement in the banking sector
References
Available upon request
Timeline
Customer Support Officer - Lending
Bank of New Zealand (BNZ)
01.2001 - Current
Head Teller
Bank of New Zealand (BNZ)
01.1995 - 01.2001
Diploma - Educational Studies
Waikato University
Bachelor of Arts - Economics
Bharathair University
National Diploma - Business Education
Auckland College of Education
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