Divya Mehra

Experience

• 

  Axis Bank

  Aug 2005 - Jul 2017

  Customer Service Officer – Senior Manager

  • Responsible for timely closure of branch’s Concurrent audit, Internal audit and Regional audit• Handle Internal / External audit queries and timely correction of discrepancies raised by them• Ensure Internal Control procedures are in place at the Branch• Review General Ledger and reconciliation of suspense and sundry account items on daily basis• Review and authorize documents of New Account Opening, Remittances, Safe Deposit Lockers, Demat Operations, Import/Export Transactions• Handle forex operations of the branch – Issue Travel cards, Retail remittances, handle import export documents• Attend customer complaints / queries within TAT & give best solutions to maintain the service level Show less

• 

  ANZ

  Dec 2017 - Apr 2019

  Banking Consultant

  • Responsible for handling cash and related activities• Responsible for meeting each customer’s end-to-end banking needs across transaction activities• Performing need-based conversations to help them achieve their goals• Educating customers on various digital solutions• Cross Selling of Bank’s Financial products

• 

  Service NSW

  Apr 2019 - Mar 2022

  Customer Service Officer – Customer Service Representative Aug 2020- Jan 2021• Provide high quality customer service consistent with Service NSW mission,vision and values• Creating positive relationship in customer interaction and ensuring customer satisfaction as priority• Liaise with agencies regarding complex inquiries and transactions• Resolve customer complaints and escalate unresolved issues • Performing work in line with capabilities to contribute to Service NSW objectives• Contribute to development of new ideas, identifying new opportunities to improve processes• Promote to customers the digital services available and educate users• Identify the purpose of customer visit and assist with digital queries appropriately• Refer customers to appropriate channel for out of scope transactions• Deal effectively with enquiries and complaints from customers• Develop and maintain a sound knowledge of information resources particularly in digital space• Monitor digital performance in centre and take actions to increase adoption and drive usage Show less Customer Service Officer – Digital Service Representative Apr 2019-Jul 2020 • Deliver great customer experience through the use of online technologies• Promote to customers the digital services available and educate users• Identify the purpose of customer visit and assist with digital queries appropriately• Refer customers to appropriate channel for out of scope transactions• Deal effectively with enquiries and complaints from customers• Develop and maintain a sound knowledge of information resources particularly in digital space• Monitor digital performance in centre and take actions to increase adoption and drive usage Show less

  • Customer Service Representative

    Aug 2020 - Mar 2022

  • Digital Service Representative

    Apr 2019 - Aug 2020
• 

  Investment NSW

  Mar 2022 - Jan 2023

  • Manage incoming, outgoing correspondence, briefs, speeches, requests from Minister’s Office• Manage reports, house folder notes, budget estimates, parliamentary questions • Coordinate with Media team to deliver responsive risk, issues, advice to Minister’s Office• Maintain effective stakeholder partnerships across departments to source accurate information • Coordinate with teams to deliver responsive and high-quality Ministerial Services• Regular review of systems, processes, practices, tools to optimize delivery of services• Maintain record keeping systems and ensure compliance with guidelines and procedures• Ensure compliance while processing and delivering advice, services and administrative support• Work collaboratively with team, share lessons learnt, support building of professional knowledge Show less • Managing, facilitating flow of information between Investment NSW and Minister’s Office.• Manage telephone and email enquiries to the Minister’s Office from Investment NSW • Managing briefs and correspondence material between Investment NSW and the Minister’s Office• Ensuring requests are addressed with accuracy, quality control and timeliness • Preparing reports on status of correspondence, briefs and other requests• Working closely with Operations Branch to contribute to the achievement of outcomes • Maintain, update administrative practices, systems and procedures to improve efficiency Show less

  • Associate, Government Relations

    Aug 2022 - Jan 2023

  • Department Liaison Officer

    Mar 2022 - Aug 2022
• 

  Department of Enterprise, Investment and Trade

  Jan 2023 - now

  • Associate, Program Delivery, Fostering Innovation

    Dec 2023 - now

  • Associate, Program Delivery Operations , Strategy and Performance Division

    Jan 2023 - Dec 2023
• 

  Fostering Innovation,Premiers Department

  Jul 2024 - now

  Associate, Program Delivery