Thu Pham Resume

Address: Box Hill, VIC, 3128

Mobile: 0413 682 616
Email: mspham0@gmail.com



Professional Profile
Thu is a highly skilled analyst and manager with over ten years experience in customer contact and five years in personnel
management. Focused on the financial services sector, most recently in superannuation, Thu has a proven record of
successfully delivering a broad range of initiatives including team, performance and change management, training, business
process optimization, system migration, vendor management and outsourcing. With the capacity to build and manage
complex relationships Thu has successfully managed and motivated teams of up to 12 people by delegating and scheduling
tasks appropriately.
Highly proactive and driven, and with an attention to detail, Thu has a demonstrated history of identifying and monetising
business opportunities. Always with the customers end goal in mind, and with the ability to multi-task, Thu works well under
pressure and is able to prioritise and delegate as required to meet deadlines. Thu has lived and worked overseas in Toronto,
Canada, working in both the finance/banking and retail industries.
Thu has recently completed her first year of teaching after attaining her Bachelor of Education (Primary) from Deakin
University whilst raising her two children and is looking to continue her teaching career with the right school.
Education / Training
2009-2013
Deakin University
Melbourne, Australia
Bachelor of Education (Primary) with Distinction
2007
Holmesglen College of TAFE
Melbourne, Australia
Business Analysis Fundamentals
2006
The Maura Fay Group
Melbourne, Australia
Leadership Fundamentals for Managers
2004 CC Learning
Melbourne, Australia
Certificate IV Frontline Management
Certificate IV Customer Contact
2003 Blackdot Consulting
Sydney, Australia
Leading Teams
2003 Syngery Group
Melbourne, Australia
Preparing for Change
Leading Change
2002 CC Learning
Melbourne, Australia
Conflict Resolution
1993 Mac.Robertson Girls High School
Melbourne, Australia
Victorian Certificate of Education (VCE)
Skills Matrix
Low Medium High
Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Publisher)
Facilitation of Workshops / Meetings
Interviewing
Managing Teams / Developing People
Maturity, Poise and Judgement
Oral / Presentation
People Skills
Process Mapping
Professional Attitude
Working with Client Teams
Written (Text / Visual)
Thu Pham Resume
Address: Box Hill, VIC, 3128
Mobile: 0413 682 616
Email: mspham0@gmail.com

Professional Experience
Alcock, Thomson & Taylor Pty Ltd
Aug 2007
Aug 2008
Office
Administrator
Melbourne,
Australia
Distribution of all incoming telephone calls & correspondence
Processing of all office paperwork including quotes, sales invoices, quality control
sheets and factory correspondence
Management of the Accounts Payable, including processing of invoices and
cheques in MYOB
Acting as a Personal Assistant to the Managing Director
All other duties and projects as required
Superpartners Pty Ltd
Jun 2006
Dec 2006
Team Leader
Administration
HOSTPLUS Fund
Team
Melbourne,
Australia
Allocation and co-ordination of workflow to achieve the teams objectives
Preparation and analysis of reports data to set and achieve team goals
Development of superior levels of fund knowledge
Delivery of improved levels of customer service and contracted services by
innovation and use of best practice processes
Provision of leadership to staff to build a committed, motivated and enthusiastic
team to deliver excellent service to members, employers and clients
Foster an environment where team members will initiate process improvement
Promotion of a commitment to Superpartners Vision and Values
Diners Club Australia
May 2005
May 2006
National Support
Manager
Corporate Sales
Melbourne,
Australia
Management of the Corporate Sales Teams back office support functions to
achieve agreed Key Performance Indicators (KPIs)
Management of the Key Accounts Customer Service Team responsible for the
provision of end to end service to key strategic corporate accounts
Management of the Corporate Solutions Team responsible for system/product
implementation and portfolio management
Management and co-ordination of workflow, ensuring all operational processes
maximise efficiency and adhere to quality standards and agreed KPIs
Responsible for Change and Performance Management of direct reports and
providing motivation, encouragement and training as required
Development and maintenance of implementation plans with a view to continual
process improvement
Development and maintenance of training programs for the Corporate Sales
Team including maintenance of training records
Development and maintenance of key strategic relationships within the private
and government sector
Leading the Corporate Solutions Teams activities to implement Diners Clubs
second largest corporate account the NSW State Government
May 2002
May 2005
Customer Service
Team Leader
Melbourne,
Australia
Responsible for the achievement of key Customer Service Performance standards
for the Customer Service Team
Development and refinement of Customer Service Rewards and Recognition
Program
Performance Management of Team including Monthly Goal Reviews,
On-going coaching and training and regular team meetings to provide feedback
and development opportunities
Responsible for the communication, implementation and management of change
programs
Managing the Quality Program for the Customer Service Team including
monitoring, identifying and designing training requirements
Responding to escalations and complaints addressed to the Managing Director
both in writing and verbally
Responsible for recruitment, orientation and training of new Customer Service
Officers
Thu Pham Resume
Address: Box Hill, VIC, 3128
Mobile: 0413 682 616
Email: mspham0@gmail.com


Referees will be provided upon request

ANZ Global Cards
Nov 2001
May 2002
Fraud Analyst,
Falcon Fraud Team
Melbourne,
Australia
Assessment and processing of potentially fraudulent transactions through the
ANZs neural fraud monitoring system Falcon
Co-ordination of resources to efficiently complete backlog of claims
Training, orientation and support of other ANZ Fraud Management staff
Satisfying both internal and external inquiries regarding the claims process and/or
individual claims
Processing of skimmed credit card accounts
Avec Plaisir Fine Lingerie
Jun 2000
May 2001
Sales
Representative
Toronto, Canada
Sale of high-end lingerie merchandise in an exclusive boutique
Achievement of commission based sales targets
Maintenance of inventory, including stock takes
Liaising with suppliers in the ordering of new / existing stock
Ensuring all accounts are processed and paid on time
Providing customer service to existing and potential customers and suppliers
Bank of Montreal
Nov 1998
Nov 1999
Mbanx Manager
Toronto, Canada
Outbound calling to existing and potential Bank of Montreal customers for the
purpose of marketing Bank of Montreal banking and credit products
Achievement of individual KPI with respect to number of new sales contacts, etc.
Responsible for timely response and conversion of internet-based inquiries
regarding Bank of Montreal products and services
Maintenance of the Banks exceptional reputation in all dealings with customers
and prospective customers
Provision of training and support to other Mbanx staff
Diners Club Australia
Sep 1996
Sep 1998
Customer Service
Research Officer
Melbourne,
Australia
Provision of investigative service to customers both verbally and through written
correspondence
Investigation and resolution of complex customer inquiries, problems and
disputes
Response and resolution of customer complaints
Achievement of team and individual KPIs in respect to number of contacts
completed, etc.
Maintenance of team Key Performance Indicators through M.I.S.
Provision of training and development for new team members
Provision of guidance and support to existing team members
Sep 1994
Sep 1996
Customer Service
Officer
Melbourne,
Australia
Conversion of inbound calls to satisfied Diners Club customers, including
cardholders and merchants
Achievement of individual and team call statistics including average speed of
answer and total handling time
Training and support of new team members
Ensure the companys image is upheld at all times during communications with
customers
Jun 1994
Sep 1994
Mail Clerk
Melbourne,
Australia
Opening, sorting and disbursement of all incoming mail for the Customer Service
Team
Faxing, photocopy and provision of stationary to the Customer Service Team
Performance of administration duties and data entry upon request