GLADYS DMELLO

• Experienced in Agile and Waterfall delivery models, managing the full requirements lifecycle including BRDs, user stories, acceptance criteria, traceability matrices, and UAT planning and execution.
• Led end-to-end integration of multiple banking systems and tools to ensure seamless process flow and improved operational efficiency.
• Collaborated with cross-functional stakeholders to analyze business needs and develop new system designs and solution approaches aligned with client objectives.
• Worked closely with IT and engineering teams to translate business requirements into functional and technical specifications.
• Liaised between operations, technology, and product teams to support successful delivery of business improvement and digital transformation initiatives.
• Utilized data analysis and reporting techniques to support strategic and regulatory decision-making.
• Facilitated stakeholder workshops, requirement elicitation sessions, and process walkthroughs to align objectives and define solution scope.
• Supported project delivery tracking and documentation, ensuring timely completion of business analysis deliverables.
• Coordinated with QA and development teams to validate solutions against business requirements and resolve functional gaps.
• Developed detailed process maps, workflow models, and requirement documentation to support solution clarity and process optimization.
• Created and refined user stories and acceptance criteria for Agile delivery teams, ensuring clarity of expected outputs and success measures.
• Conducted seven internal process audits across CIBC projects to assess governance, compliance, and operational efficiency.

• Managed end-to-end item data processes including initial data review, data cleansing, normalization, enrichment, and classification to ensure high-quality product information.
• Led detailed manual validation and quality assurance reviews on product data to maintain accuracy, consistency, and compliance with internal standards.
• Conducted quality audits on completed work, identifying gaps and implementing corrective actions to improve overall data integrity and reduce rework.
• Monitored and maintained team productivity metrics, prepared weekly performance updates, and enhanced workflow efficiency through continuous process improvements.
• Developed and presented weekly dashboards and quarterly audit decks for IQMS, capturing productivity trends, audit results, and improvement recommendations.
• Collaborated with cross-functional teams to support seamless product onboarding and data-driven decision making.
• Additionally contributed as a content writer, creating informative and customer-focused product descriptions to enhance digital product visibility.

• Served as the single point of contact supporting end-to-end service activation for internet, telephone, mobile and Foxtel connections, ensuring seamless delivery from order initiation to final installation.
• Diagnosed service delivery bottlenecks and root-cause issues, coordinating across engineering, infrastructure, and provisioning teams to reduce delays and improve service activation timelines.
• Led customer escalations and complex problem resolution, improving customer satisfaction and contributing to consistently high quality ratings.
• Delivered process improvements by identifying operational inefficiencies and recommending solutions that enhanced turnaround time and workflow accuracy.
• Collaborated with cross-functional client teams and supported governance discussions through regular stakeholder engagements and reporting.
• Trained, coached and mentored new consultants, resulting in improved team performance and faster onboarding cycle.
• Maintained rigorous quality assurance compliance and performance audit checks to enhance service outcomes and operational excellence.
• Demonstrated strong communication and client management skills through effective handling of high-visibility escalations and maintaining customer confidence.

Key Achievements

• Improved connection resolution time by proactively identifying dependencies between internal technical teams.
• Consistently recognized for delivering exceptional customer service and maintaining high CSAT scores.
• Enhanced process accuracy by recommending workflow changes that improved efficiency and reduced repeat issues.

• Managed customer service operations for Optus Telecom via inbound calls, chats, and email support, addressing service issues, plan inquiries, product troubleshooting, and resolution of escalated complaints.
• Collaborated closely with retail store managers and frontline representatives to analyze customer issues, identify root causes, and implement effective resolutions, improving support turnaround time.
• Delivered exceptional customer experience by maintaining high CSAT scores and resolving complex queries with empathy, accuracy, and professionalism.
• Streamlined appointment scheduling, service requests, and queue management processes, reducing wait time and improving workflow efficiency.
• Implemented a customer feedback tracking mechanism that enabled identification of recurring service issues and contributed to operational improvements.
• Prepared detailed service performance and incident resolution reports shared with senior management to support decision-making.
• Maintained high levels of compliance by accurately documenting case notes within CRM systems, ensuring data integrity and adherence to confidentiality standards.
• Assisted cross-functional teams and partnered with operations leadership to recommend process improvements based on customer data trends.
• Supported team knowledge-sharing initiatives, contributing to improved response accuracy and reduced escalation frequency.

Key Achievements

• Successfully handled complex customer escalations, improving customer experience and repeat contact reduction.
• Improved service delivery efficiency through structured communication with internal teams, reducing resolution time.

• Managed end-to-end travel service operations including flight, hotel, and transportation bookings, ensuring accurate itinerary planning aligned with customer needs and budget requirements.
• Conducted needs assessment and requirement gathering with customers to provide tailored travel solutions, demonstrating strong consultative and problem-solving capabilities.
• Coordinated across multiple internal and external stakeholders (airlines, hotel partners, logistics teams) to resolve ticketing and booking issues efficiently, ensuring smooth travel experiences.
• Analyzed travel patterns, customer feedback, and service issues to recommend process enhancements that improved service quality and turnaround time.
• Managed crisis and disruption handling such as cancellations, delays, and rebooking, minimizing customer impact and demonstrating strong decision-making under pressure.
• Delivered high-quality documentation, including itineraries, travel advisories, confirmations, and customer communication records in CRM systems, ensuring data integrity and compliance with travel policies.
• Assisted customers with regulatory, visa, and safety advisory guidance, improving customer satisfaction and service reliability.
• Supported revenue growth by promoting travel insurance and additional travel services, contributing to business targets.
• Built strong customer relationships through proactive communication and personalized service, resulting in repeat business and increased client loyalty.

Key Achievements

• Successfully resolved high-priority travel issues with minimal escalation, earning recognition for customer-centric service delivery.
• Enhanced booking accuracy and reduced errors through improved documentation practices and cross-team coordination.
• Improved customer satisfaction and loyalty through efficient support and tailored travel solutions.