Cassandra Wilkinson
Maryborough,QLD
Summary
Knowledgeable and dedicated customer service professional with extensive experience the Finance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Customer Relationship Specialist
BOQ Group
09.2003 - 05.2024
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Worked cross-functionally with various members of all departments within BOQ Group.
- Provided personalised support to customers, ensuring their needs were understood and met with appropriate solutions.
- Utilised internal systems effectively to track customer engagements and optimise service offerings based on data insights.
- Implemented proactive outreach strategies to strengthen relationships with key clients, resulting in increased loyalty and repeat business.
- Managed complex accounts by building trust with key stakeholders through regular communication and expert problem-solving abilities.
- Maintained detailed records of customer interactions, allowing for targeted follow-ups and improved support services.
- Utilised inbound and outbound telephone techniques to solidify and build client relationships.
- Delivered comprehensive product knowledge training sessions to new team members, ensuring consistent quality of service across the team.
- Conducted regular follow-up calls with customers after issue resolution, ensuring continued satisfaction and identifying potential upsell opportunities.
- Developed strong customer relationships through exceptional communication skills and empathy.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Monitored cash drawers in multiple teller workstations and maintained adequate cash supply.
- Consistently met and exceeded sales targets by understanding customer needs and offering tailored solutions.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Educated customers on use of banking website and mobile apps.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Monitored and reported suspicious activity in line with bank security policies.
- Executed wire transfers, stop payments and account transfers.
- Counted, verified and handled bank deposits and armoured car transactions.
- Cross-sold credit cards, loans and other bank products.
- Processed applications for new accounts.
Education
Maryborough State High School
11.1996
Skills
Telephone skills
Email Etiquette
Calm and Professional Under Pressure
Sales and Upselling
Staff education and training
Product Recommendations
Regulatory Compliance
Complaint Investigation
Needs Assessment
Customer Service
Calm Under Pressure
Product Knowledge
Understanding Customer Needs
Relationship Building
Money handling abilities
Timeline
Customer Relationship Specialist
BOQ Group
09.2003 - 05.2024
Maryborough State High School
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