• Aug 2018 - Present

- Delegate tasks and monitor team performance to ensure the SLA of the tasks are maintained as per the company standards- Conduct monthly one-on-one mentoring sessions to ensure staffs are motivated in doing what they do a day-to-day basis and achieve the high standard of the KPI targets- Establish key milestones and generate progress reports to ensure business needs are met- Involved in the recruitment of new staff to ensure the required FTE for the business - Mentoring and training up junior and new staff, so that they able achieve the relevant KPI- Support HR with the management of issues pertaining to lateness, absence, poor conduct andunderperformanceAchievement- Achieved 100% PIP Graduation Rate for the whole of fiscal year 2022 and 2021- Involved in multiple Strategic Planning in which involved in multiple process improvement projects- Highlighted in both customer survey (Client/Case Manager from Australia and internal staff survey)- Involved in creating process user guides that widely used in day to day task Show less

• Feb 2018 - Jul 2018

- Gather feedback from customers and work on resolving in within prescribed timeframe- Track attendance, vacations and scheduled breaks, lunches and meetings as needed- Monitoring performance of the team- Communicated with staff to ensure the correct interpretation and execution of assigned instructions- Attended regular senior management meetings to make contribution and deliver recommendations onprocess and performance improvements

• Oct 2017 - Feb 2018

- Insert customer and account data by inputting text based and numerical information from source documents within time limit- Research and obtain further information for incomplete documents- Apply data program techniques and procedures- Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry.- Review data for deficiencies or errors, correct any incompatibilities if possible and check output- Respond to queries for information and access relevant files- Comply with data integrity and security policies- Appropriately flag work items that are unable to be entered to the exception queue Show less

Student Intern

• Jun 2017 - Sep 2017

Create and maintain databases of statistical information Prepare financial documents, reports, or budgets Assist managerial teams with identifying and resolving risk issues Apply mathematical models of financial or business conditions Conduct statistical analyses to quantify risk using statistical analysis software or econometric models Create and maintain databases of statistical information Prepare financial documents, reports, or budgets Assist managerial teams with identifying and resolving risk issues Apply mathematical models of financial or business conditions Conduct statistical analyses to quantify risk using statistical analysis software or econometric models