Customer Service Project
Resume:
Nurit Faingold Schmidt
*/** ******** ******, ******, NSW 2088
**********@*****.***
http://www.linkedin.com/pub/nurit-faingold-schmidt/5/385/17
Objective: Accounting experience.
SKILLS SUMMARY
• Over a year working in Case Management team at Anz Bank.
• Over four years of experience working project management, products development and marketing strategy at
multinational companies like Citibank and Equifax in Brazil
• B.A. in Business Administration with a Master degree in Professional accounting at the Central Queensland
University.
• Strong analytical profile, competent problem-solver with great communication and negotiation skills.
• Quick learner, speaks fluently four idioms and presents high ability to multitask
• Recognized and awarded for goals achievements and team work while working as a Product Analyst.
ACADEMIC BACKGROUND
2011 - 2013 Masters of Accounting
Central Queensland University, Sydney
2005 - 2010 Bachelor of Business
Pontificia Universidade Católica (PUC University, Brazil )
2005 ILSC College– Business and Marketing
6 months – Canada
PROFESSIONAL EXPERIENCE
ANZ Bank – OnePath – Sydney, Australia - Feb 2014 – Present
Insurance Case Manager
Assist with the initial convening, case preparation, information gathering, document exchange, scheduling, billing, collections
and follow up on Life Insurance cases. Also, provide customer service assistance throughout the process to the parties
addressing any procedural questions.
Equifax Inc. – Sao Paulo, Brazil - Oct 2009 – Dec 2010
Product Analyst
Held responsibility for developing new products that met market demand and coordinated projects with excellence under
targeted deadlines.
• Improved existing products through projects managed
• Created and updated collateral materials of existing products
• Managed the content of Intranet and Equifax public website
• Realized competitive analysis
• Coordinated homologation process via XML/Web and implemented new reports
• Reported directly to the Product Manager, serving as key point for new project management and decision making
process.
Achievements:
Award - Project Team (Trophy): 10% revenue increase in the forecast of 2010 due to a project implementation
in a team of 150 employees.
Established a bench mark standard process for Specification, tests and implementation of new products in the area.
Developed new products based on Customer Behavior and sales report.
Citibank – Sao Paulo, Brazil - Dec 2006 – June 2009
Product Analyst
Held responsibility for new products development, product profitability optimization, product content and system management
to improve sales tools. Provided support to managers while being a focus point of relationship to Trading area.
• Identified a market opportunity in the Travel Insurance, proposing and developing a new product (Travel Insurance
respecting the Schengen Treaty in Europe) and it whole system
• Supported cost reduction project by renegotiating Insurance, Assistance and Telemarketing contracts
• Improved the sales approach with the client by updating the content of the e-learning and sales page web
• Developed and managed content of product materials such as presentations, booklets and take ones
• Developed and implemented Sales Incentive Campaigns
• Proposed improvements to the product management system and coordinated their implementation
• Supported a project of implementation of a new system focused on improvements for sales force in relations to Life and
Home Insurance
Achievements:
Award – Recognition for Customer and Award – Team Recognition (Certificate)
Cost reduction of 20% on Insurances and Assistances and savings of AUS$ 1 Million due to negotiation with
Telemarketing companies.
Insurance products revenue grew AUS$ 5 Million due to contract negotiation with Insurance Companies.
Outsourcing project of Car Insurance and implementations of new system for 5 Insurance Companies.
Citibank – Sao Paulo, Brazil - Jan 2006 – Dec 2006
Greeter – Trainee (Costumer Services)
Supported managers preparing various documents, management reports and spreadsheets
•
Provided customer service by informing clients about products and services.
•
INTERNSHIPS AND PART TIME JOBS
North Sydney Hotel – Sydney, Australia – Apr 2011 – Present
Wait Staff
• Trained staff and new employees and ensured timely delivery of customers’ orders,
ITS – Sydney, Australia – Mar 2012 – Oct 2013
• CMC – Call Centre Operator
• Provided excellent customer service
• Resolved customers complaints
• Monitored internal systems for quality control and pending jobs
Bluestone – Sydney, Australia – Mar 2011 – Feb 2013
Function and Data Entry Assistant
• Prepared all documentation for audits and fiscal procedures by doing internal researches and data analysis
• Audited staff payroll to grants payment under compliance
• Organized functions and communicated staff to optimize customer’s attendance.
Webbervision – Vancouver – Canada – Mar 2005 – Jul 2005
Accounting Intern
• Tracked invoices and paying bills by monitoring the Accountancy of the company;
ADDITIONAL COURSES
•Business Certificate IV, Feb 2011 – Jun 2011– AIPE – Sydney.
• Access II - Impacta (Duration: 40 hours)
• Market Analysis I and II - Youth Action Bovespa (Duration: 12 hours)
• Insurance, Compliance and Fraud Training - E-learning provided by Citibank
• Terra Forum - Web provided by Citibank.
• Protesc - Writing Course
LANGUAGES
• Portuguese (Native speaker), Spanish (Fluent writing, reading and speaking), English (Fluent writing, reading and speaking),
Hebrew (Good writing, reading and speaking)
COMPUTER SKILLS
• Office – Word, Excel, Power Point, Outlook and Project
• Access
REFERENCES - Available upon request.
Contact this candidate