Carla Younes
Oatley,NSW
Summary
I have just over 5 years of experience in the bank, all with CBA. I’m 23 years old and always looking for a challenge. I’m dedicated to my work, a quick thinker and learner. Anything I put my mind to, will be done. I’m able to work well under immense pressure and focus and prioritize allocated tasks. Working among people, taking constructive criticism and working collaboratively are all motivations for me to keep going. I am passionate about always providing exceptional results, and am open to new developmental experiences.
Although I am studying, it is completely online and on my own time and does not affect my work in any way. I am able to manage my time effectively to maintain a healthy work life balance and keep on top of my responsibilities.
Overview
7
7
years of professional experience
Work History
Distribution Support Cons -Broker Services Manager
Commonwealth Bank Of Australia
12.2021 - Current
- Increased client retention by providing superior customer service
- Solved complex scenario's to promote and support growth in Broker business
- Actively practiced patience and understanding
- Responded to customer calls and emails to answer questions about policy, products and processes
- Learned and maintained in-depth understanding of product and policy information to offer knowledgeable and educated responses to a range of scenario's
- Educated Broker's on how to navigate CBA systems
- Sought out extra training opportunities to enhance customer relationship management abilities
- Maintained up-to-date knowledge of product and service changes
- Shared and accepted feedback on ways to improve on service
- Communicated effectively with relevant teams to further support Broker's and colleagues
- Gained extensive knowledge of CommSee
Customer Service Assistant
Commonwealth Bank of Australia
08.2018 - 12.2021
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Responded to customer calls and emails to answer questions about products and services.
- Utilized problem-solving skills to address customer queries and complaints.
- Stepped up to lead the team during COVID-19 lockdown periods
- Used CBA systems, such as CommSee, on a daily basis and became very comfortable with the system
- Trained staff members on operating procedures, products, policies and expectations.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Waitress
Poveli Deli Cafe
07.2016 - 03.2018
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Trained new waitstaff on proper food handling, customer service and safety procedures.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Education
High School Certificate -
Georges River College
Certificate IV - Accounting And Bookkeeping
Open Colleges
Online07.2025
Skills
- Self-motivated, strong minded, determined and organised
- Ability to learn processes and procedures at a quick pace and adapt to a new working environment
- Provide and accept feedback/constructive criticism
- Efficient and able to meet deadlines
- Confidently use technology as an advantage (navigate websites, banking systems, Microsoft word, MS Teams)
- Confident with my work and will thoroughly and correctly complete it
- Collaboratively work among peers - I have actively participated in huddles, provided feedback and shared my own stories and experiences
- Build and maintain strong relationships with colleagues and third party teams
- Extensive knowledge of banking products, policies and features - excelled in my role with Broker Support and consistently reviewed new communications to remain up to date with changes
- Attention to detail - I am able to notice minor details, especially involving transaction analysis and customer discrepancies as practiced in my experience while supporting the Broker Governance team
- Consistently practicing ethical standards and have a firm understanding of certain confidentiality requirements
References
Eshniel Kumar - Distribution Services Manager
- 0423 215 859
- Eshniel.Kumar@cba.com.au
Sophann Huot - Branch Manager, Chester Hill
- 0455431111
- Sophann.Huot@cba.com.au
Diana Stojanovsk - Café Owner, Poveli Deli Cafe, Oatley
- 0410636072
- povelidelicafe@hotmail.com
Timeline
Distribution Support Cons -Broker Services Manager
Commonwealth Bank Of Australia
12.2021 - Current
Customer Service Assistant
Commonwealth Bank of Australia
08.2018 - 12.2021
Waitress
Poveli Deli Cafe
07.2016 - 03.2018
High School Certificate -
Georges River College
Certificate IV - Accounting And Bookkeeping
Open Colleges
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