Carmen Smith
Nulkaba,NSW
Summary
Dedicated and results-driven banking professional with 35 years of progressive experience in personal banking, branch management, and customer relationship management. Recognized for delivering exceptional client service, mentoring high-performing teams, and driving customer satisfaction through trust, empathy, and innovation. Now seeking to leverage extensive banking and customer service expertise in a Digital Service Representative or Customer Service Representative role - focused on supporting customers through modern digital platforms and enhancing their overall experience.
Overview
36
36
years of professional experience
Work History
Personal Banker
Beyond Bank
02.1990 - Current
Dedicated and customer-focused Personal Banker and Branch Manager with 35 years of experience in financial services, renowned for delivering outstanding customer experiences, leading high-performing teams, and managing change with professionalism and integrity. Adept at embracing new technologies, guiding customers through digital transitions, and ensuring smooth operational performance. Recognized for strong resilience, clear communication, and the ability to maintain calm and focus in demanding situations. Committed to continuous improvement, collaboration, and delivering results that align with organisational and customer objectives.
Education
Certificate IV in Financial Services - Banking And Finance
Australian College of Commerce And Management
Haymarket, NSW07-2009
Skills
- Key Strengths and Capabilities
- Remain calm and solution-oriented in challenging or high-pressure situations
- Open to change and quick to adapt to new systems, processes, and customer needs
- Confident in expressing views and contributing ideas to improve service outcomes
- Communicate clearly and respectfully with customers from diverse backgrounds
- Demonstrate active listening and empathy to identify needs and deliver accurate information
- Write correspondence and reports that are concise, logical, and easy to follow
- Deliver personalised, customer-first service across in-person and digital channels
Display Resilience and Courage
Communicate Effectively
Commit to Customer Service
- Resolve complex customer issues efficiently while maintaining professionalism and empathy
- Share knowledge of digital tools to help customers confidently use self-service options
- Work collaboratively with colleagues to improve customer experience and service efficiency
- Complete tasks accurately within timeframes and quality standards
- Take initiative to follow through on customer requests and ensure resolution
- Balance multiple priorities while maintaining attention to detail and compliance
- Proficient in digital banking platforms, CRM systems, and Microsoft Office applications
- Champion the use of technology to improve efficiency and enhance customer outcomes
- Supported customers in adopting new online systems, improving satisfaction and engagement
Deliver Results
Technology
Accomplishments
Recipient of the Beyond Award for exceptional performance - twice recognized for going above and beyond expectations.
Recipient of the "Branch of the Year" Award for exceptional results in KPI performance and operational excellence.
Timeline
Personal Banker
Beyond Bank
02.1990 - Current
Certificate IV in Financial Services - Banking And Finance
Australian College of Commerce And Management