NIRMALA PHUYEL

Results-driven Access & Positive Ageing Officer with over 12 years of experience in customer service, community engagement, and program management. Expertise in designing and delivering inclusive programs that enhance the wellbeing and participation of older adults and individuals with disabilities. Skilled in leading cross-functional teams, driving stakeholder engagement, and utilizing CRM systems to improve operational efficiency and customer satisfaction. Proven ability to analyze data, optimize processes, and manage community-driven projects from concept to execution. Strong foundation in human resources, customer service, and process improvement, with a focus on building strategic partnerships, enhancing service delivery, and making data-driven decisions to achieve organizational goals. Committed to creating impactful, sustainable change and fostering positive social outcomes.

• Microsoft Outlook
• Microsoft Word
• Gestion de projet

1. Access & Positive Ageing Officer

   Greater Shepparton City Council

   avr. 2025 to Aujourd’hui

   Shepparton, VIC

   • Collaborate with internal teams and external partners to implement Council's objectives for diverse communities, enhancing engagement by 30%. • Direct and support Council-led committees to deepen local community involvement, increasing participation by 25%. • Manage the full lifecycle of community programs, impacting over 200 community members annually and improving accessibility for people with disabilities. • Collaborate with marketing team to support social media and communication efforts, increasing program awareness by 40%. • Provide strategic input and deliver end-to-end services for programs focused on senior residents and people with disabilities. • Worked closely with advisory committees, formed by community members, to drive inclusive council initiatives, working closely on positive ageing and disability programs.

2. Strategic Project Consultant (Internship)

   Melbourne Innovation Centre

   août 2023 to oct. 2023

   Melbourne, VIC

   • Analyzed customer journeys, identifying key touchpoints and reducing customer complaints by 15%. • Contributed to the MVP website project alongside team, ensuring on-time delivery and alignment with business goals, contributing to improved user experience.

3. Customer Service Officer

   Bank of Bhutan

   janv. 2011 to janv. 2022

   Thimphu, Bhutan

   • Led and supervised a team of 30+ customer service representatives, improving service standards and increasing Customer Satisfaction Index scores by 20%. • Implemented a Customer Relationship Management (CRM) system to manage client concerns and service requests, reducing resolution turnaround time by 25%. • Analyzed customer data and service trends to support business planning and targeted marketing campaigns, contributing to a 15% increase in customer retention. • Managed daily backend customer service operations, ensuring efficient handling of banking inquiries, account services, and transactional requests. • Trained, coached, and mentored staff on customer service excellence, compliance requirements, and operational procedures. • Resolved escalated customer issues in a timely and professional manner, strengthening client trust and loyalty. • Collaborated with internal departments to streamline workflows and improve overall customer experience. • Monitored service KPIs, productivity metrics, and quality standards, preparing reports for senior management review. • Ensured compliance with banking regulations, privacy standards, and internal risk management policies.

1. La Trobe University

   Master of Management, Specialisation in Human Resource Management

   Melbourne, VIC

   2022 to 2024

2. SSM College of Arts & Science

   Bachelor of Commerce, Computer Application

   Tamil Nadu, India

   2008 to 2011

• Certificate in Customer Relationship Management (CRM)

• Project Management Fundamentals

• Advanced Excel for Data Analysis

• Grant Management Fundamentals

• anglaisCourant