Customer Service Quality

Resume

Of Dooren Shlemon

Personal Details

Name: Dooren Shlemon

Date of Birth: 18the December, 1988

Postal Address: 52 Gunbower Cres,

Meadow heights

Vic AUSTRALIA 3048

Relocation Address: Tucson, Arizona

Email Address: ******.*******@***.***

Mobile: +61-416-***-***

Objective

As I’m current relocating to Arizona USA is currently seeing a permanent roll within the

banking and finance preferably with in the mortgages team. as you can see from my work

history having proven track record previously working for one of Australia’s top four

banks. Presentation, integrity, honesty and reliability are a few values I carry out daily,

I’m driven to succeed and to reach targets and team goals.

As to my work history I have the past 18 months working within the mortgage collections

team and an Quality Excellence agent providing feed back to team leaders on team

progress, issued & concerns and how as a team we will be moving forward.

Education

2008- Current

RMIT University

Advance Diploma of Engineering Technology

(Mechanical & Manufacturing)

2006

St Mary’s Coptic Orthodox College

V.C.E – Completion of year 11

1999 - 2005

St Mary’s Coptic Orthodox College

Years 5 – Years 10

Languages

English

Assyrian

Computer Skills

• Microsoft Windows

98

XP

Vista

Windows 7

Internet Browsers

Internet Explorer 6, 7, 8

Mozilla Firefox

Microsoft Office

Outlook

Word

Excel

PowerPoint

ANZ Banking Systems

CTA

CAP

Personal skills & Developments

Independence & Team Focus

Can work in fast phased environments independently or in a team environment

Management & Role Model

Strive to always excel my performance at 100% in leading a team or being a role

model for other team players

Accountability & Honesty

Most important, most valuable value in my everyday personal and professional work

places.

Cash handling skills & Computer Skills

Multiple Years in cash handling and computer skills

Strong Customer Service Skills & Excellent Phone Manner

Employment History

January 2010 – current

ANZ Bank

Job includes:

• At its most basic level this role involves contacting and being contacted by customers

with delinquent Mortgage loan accounts.

• Negotiating a payment of arrears or organising payment arrangements in order to

minimise loss to the bank

• Maintaining strong levels of customer service

• Meeting aggressive KRA’s

• Meeting targets around;

• Accounts worked per hour

• Productive Actions

• Length of Calls

• Identify areas of hardship and refer clients

• Identify possible false arrears and refer account to servicing for validation

• Manually process payments

• Manually reverse payments

• Use discretion to waive fees

• Transfer clients to other collections areas

• Working High delinquent accounts

• Issuing field agents

• Working alongside the legal team

• Calling customers in regards to arrears

• Mortgage customer services

• Training new staff on the floors

• Quality Excellence office – drives the team to work together and bring forward any

concerns or problems, to then try to resolve along side with team leaders / supervisors.

November 06 –September 07

606 Café

Jobs Included:

• Customer Service

• Cleaning

• Serving Customers

February 06 – October 06

C & B café Elizabeth St

Jobs Included:

• Customer Service

• Cleaning

• Dishwashing

• Serving Customers

April 2004

Red- Rooster Gladstone Park

Job included:

• Cash handling

• Cleaning

• Drive- thru customer service

• Stocking

• Kitchen hand

• Card transactions

Referees

Available upon request

I am happy to provide current referee details, and can do so after discussions of the type of

information that is required. This way the right level of referee can be provided.

Contact this candidate