Barbara Woodford
Windsor,NSW
Summary
Experienced Financial Services Consultant and proven leader at building vibrant businesses by developing new prospects and accounts and managing customer relationships to achieve sales goals. Dedicated to generating customer goodwill and loyalty by developing key relationships with decision-makers. Demonstrated leverage network of customer contacts to increase understanding of customer needs and employ business-growth strategies.
Overview
37
37
years of professional experience
Work History
Finance Broker
Alucas Pty Ltd Trading As Woodford Home Loans
04.2017 - Current
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Discussed financial options with clients and provided informed suggestions.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Conducted research to answer questions and handle issues using multiple systems and resources.
Bank Manager
Westpac Group
11.2007 - 03.2017
- Identified partnership opportunities and established favorable business connections.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Assessed employee performance and developed improvement plans.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Examined customer loan applications for loan approvals and denials.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Developed strategic plans for day-to-day financial operations.
- Complied with established internal controls and policies.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Designed and maintained financial models to identify and measure risks.
Customer Service Representative
Westpac Group
10.1986 - 10.2007
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Tara Church of England Girls School
North Parramatta 11.1973
Diploma of Finance & Mortgage Broking Management - Finance & Mortgage Broking Management
Kaplan
Sydney, NSW12.2016
Skills
- Issue and Complaint Resolution
- Policy and Procedure Adherence
- Customer Retention Strategies
- Membership Inquiries and Renewals
- Directing Calls
- Customer Data Confidentiality
- Customer Account Management
- Investigate Claims
- Customer Satisfaction
- Product and Service Knowledge
- Customer Needs Assessment
- Sales Quota Achievement
- Special Requests
- Good Judgment
- Conflict Mediation Abilities
- Correcting Discrepancies
- Calm and Professional Under Pressure
- Efficient Data Entry
- Customer Inquiries
- Understanding Customer Needs
- Fraud Detection
- Transactions Reconciliation
- Sales and Upselling
- Good Listening Skills
- Business Acumen
- Customer Support
- Complex Product Knowledge
- Goals and Performance
Timeline
Finance Broker
Alucas Pty Ltd Trading As Woodford Home Loans
04.2017 - Current
Bank Manager
Westpac Group
11.2007 - 03.2017
Customer Service Representative
Westpac Group
10.1986 - 10.2007
High School Diploma -
Tara Church of England Girls School
Diploma of Finance & Mortgage Broking Management - Finance & Mortgage Broking Management
Kaplan
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