Amy Xiaofang Yang
Summary
Experienced current customer banking manager in branch with over 5 years of experience in financial industry and customer service. Excellent reputation for resolving problems and improving customer satisfaction. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. I want to redirect my path into a risk analyst role where I can use my knowledge from frontline to support more people .
Overview
7
7
years of professional experience
Work History
Customer Banking Manager
Commonwealth Bank
09.2022 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed daily branch activities for optimal performance, ensuring compliance with banking regulations.
- Conducted regular branch audits to ensure adherence to internal policies and regulatory requirements, maintaining operational excellence.
- Coordinated staff training programs, equipping employees with essential skills for success in their roles.
Relief Branch Manager
Commonwealth Bank
09.2023 - 03.2024
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences across the area as a relief manager
- Increased customer satisfaction by implementing new service protocols and streamlining branch operations.
- Developed an ongoing branch training that enabled staff members to stay current on industry trends, product offerings, and regulatory changes impacting banking practices.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Developed strong working relationships with staff, fostering a positive work environment.
Relieving Officer
Commonwealth Bank
03.2022 - 08.2023
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Coach and support staff members, helping them develop their skills and advance in their careers.
- Conducted regular reviews of operations in branches and identified areas for improvement.
Customer Support Assistant
Commonwealth Bank
01.2021 - 02.2022
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
Customer Advisor
NAB
05.2017 - 12.2020
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Educated customers on use of banking website and mobile apps.
Education
Bachelor of Professional Accounting -
Macquarie University
Sydney, NSW09.2016
Skills
- Complex Problem-Solving
- Attention to Detail
- Leadership skills
- Positive Attitude
- Adaptability and Flexibility
- Effective Communication
- Multitasking Abilities
- Self Motivation
- Analytical Thinking
Timeline
Relief Branch Manager
Commonwealth Bank
09.2023 - 03.2024
Customer Banking Manager
Commonwealth Bank
09.2022 - Current
Relieving Officer
Commonwealth Bank
03.2022 - 08.2023
Customer Support Assistant
Commonwealth Bank
01.2021 - 02.2022
Customer Advisor
NAB
05.2017 - 12.2020
Bachelor of Professional Accounting -
Macquarie University
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