Buse Nazli
Cloverdale,WA
Summary
Proactive Senior Customer Service Specialist with extensive experience in business banking and sales. Expert in managing home loan applications, resolving customer complaints, and negotiating credit terms. Strong skills in documentation review, complaint handling, and workflow optimization, offering exceptional customer support and driving positive results. Consistently maximize satisfaction by offering every customer industry-leading service and support. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue, and resolving conflicts.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Specialist
Bankwest Corporate Office
04.2024 - Current
- Verified and validated home loan applications
- Efficiently managed home loan application process
- Pioneered collaboration with brokers to guarantee customer satisfaction and drive positive results
- Examine home loan applications, contracts of sale, certificates of title, and land titles with meticulous attention to detail to ensure loan approval.
Business Banking Consultant
Bankwest Corporate Office
03.2023 - 04.2024
- First point of contact for customers
- Proficiently managed a high volume of inbound and outbound calls.
- Handled and resolved customer complaints promptly with a one-touch resolution approach.
- Conducted in-depth analyses of clients'' financial situations, identifying areas for improvement and long-term success.
- Negotiated competitive terms for credit facilities that aligned with clients'' needs while mitigating institutional risk exposure effectively.
- Delivered exceptional customer service by promptly addressing inquiries, resolving issues, and maintaining open communication channels with clients.
- Streamlined loan application processes for faster approvals and improved customer experience.
Customer Service Representative
National Australia Bank
06.2021 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Sales Assistant
Bags To Go
02.2018 - 04.2020
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Built rapport with repeat customers, fostering long-term loyalty to the brand.
Sales Assistant
Myer
05.2016 - 02.2019
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Participated in ongoing training to stay updated on current products, promotions, and industry trends.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Built rapport with repeat customers, fostering long-term loyalty to the brand.
- Established rapport with customers using active listening and interpersonal skills.
Education
Bachelor of Arts - Criminology
Murdoch University
Perth, WA12.2029
No Degree - Banking And Financial Support Services
Kaplan Professional
Perth, WA03.2021
High School Diploma -
Lynwood Senior High School
Parkwood, WA12.2012
Skills
- Call center experience
- Reporting and analysis
- Coaching and Mentoring
- Documentation Review
- Complaint Handling
- Conflict Management
- Workflow Optimization
- Live chat support
- SOP Writing
- Staff Training
- Customer Support
- Email support
- Payment Processing
- Credit card processing
- Account Management
- Teamwork and Collaboration
Languages
Turkish
Native or Bilingual
Additional Information
Arya Tehrani (Bankwest Manager) Upon request
Kathleen O'neill (National Bank Manager) Upon request.
I hope you take the time to review my resume and I look forward to see you to further discuss my application.
Timeline
Senior Customer Service Specialist
Bankwest Corporate Office
04.2024 - Current
Business Banking Consultant
Bankwest Corporate Office
03.2023 - 04.2024
Customer Service Representative
National Australia Bank
06.2021 - 02.2023
Sales Assistant
Bags To Go
02.2018 - 04.2020
Sales Assistant
Myer
05.2016 - 02.2019
Bachelor of Arts - Criminology
Murdoch University
No Degree - Banking And Financial Support Services
Kaplan Professional
High School Diploma -
Lynwood Senior High School
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