Daniela Krklinska

I managed a wide range of tasks and projects, playing a pivotal role in the operation of the RAMS Franchise Network. I developed strong multitasking abilities by handling everything from training sessions and system rollouts to sales reporting, events and OH&S compliance, all while maintaining high levels of support for franchisees and internal teams. Success in this fast-paced, dynamic environment required me to prioritise effectively, stay organised, and manage competing demands.

Responsible for:

• Maintaining strong franchisee relationships and driving the overall success.
• Planning and conducting franchise webinars for ongoing education and support.
• Facilitating face-to-face training sessions for franchisees, ensuring effective knowledge transfer.
• Developing and deliver customer retention training for franchisees to enhance customer relationships and long-term business success.
• Providing tailored support to franchisees to enhance their business operations and performance.
• Driving continuous improvement by delivering Best Practice Innovation in process improvement initiatives.
• Delivering support and guidance to franchisees before and during the National Conference to ensure maximum engagement and value.
• Leading the rollout of the new systems (e.g., the new valuation system) to all franchisees and their staff.
• Providing insights and recommendations based on sales performance metrics to improve overall business operations.
• Leading monthly Occupational Health & Safety (OH&S) meetings with the Sales Team and Franchising & Best Practice Team to ensure compliance with safety regulations.
• Overseeing and managing the Hub Operations (intranet site) for the Franchise Network to resources,policies & procedures and updates.
• Coordinating inquiries and support the recruitment process for Home Loan Managers across the franchise network.

Spearheaded sales and retention activities (Inbound and Outbound functions) while effectively balancing day-to-day responsibilities and driving team development to achieve both individual and company success.

Responsible for:

• Building and leading a Mortgage Relationship Unit, fostering a high-performance culture through consistent leadership and team development.
• Managing a team of 12 specialists, supporting their success with daily huddles, strategic planning, ongoing coaching, and guidance to maintain a focus on sales and customer retention goals.
• Conducting training sessions to ensure the team is equipped to handle customer concerns effectively.
• Designing and implement strategies to improve customer retention and loyalty.
• Identifying at-risk customers and developing targeted actions to prevent churn.
• Working with cross-functional teams (sales, marketing, support) to develop retention plans.
• Analysing customer data and feedback to identify trends and potential issues affecting retention.
• Understanding customer sentiments by using customer feedback surveys and Net Promoter Score (NPS) to track customer satisfaction and loyalty levels to identify areas for improvement.
• Providing regular reports to senior management on retention performance and address areas for improvement.
• Ensuring processes worked seamlessly across the Mortgage Relationship Unit and RAMS Franchises.

This role uses a combination of administrative functions, facilitating and coaching tasks high range of customer service skills to develop a connection and engagement with St George, Bank of Melbourne and Bank SA Family members and Employees in a quota driven workplace. Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and best practices.

Responsible for:

• Building the trust and confidence by contacting existing and new family members and employees and anticipating their needs and providing the highest level of customer service.
• Ensuring the business unit is equipped with information on the policies and procedures and action requests for Family benefits customer’s and how to apply benefits through Great Performance Sessions.
• Establishing a new starter process to positively and proactively engage new employees by placing them at the Centre of the company, earning all of their business and their advocacy
• Managing the workflow of family benefits nominations through the Customer Contact Centre.

Throughout this secondment I have proven my ability to design and write source content in a timely manner which I have fabricated consistency and quality from start to finish in a fast paced environment

Responsible for:

• Planning, building and managing content for the CCC Outbound Campaigns such as Broker On-boarding, Home Loan Proactive Campaign, Family Benefits and Employee On-Boarding Campaign.
• Mapping out how to complete the customer touch point processes.
• Collating the source material for Support Point.
• Developing high-quality, engaging content for digital channels, including websites, social media, email campaigns, and product pages.
• Reviewing and edit content created by other team members, ensuring it is clear, accurate, and error-free at the final stages.

This role uses a combination of administrative functions, and high range customer service skills to develop a connection and engage with St George Gold Plus customers in a quota driven workplace.

Responsible for:

• Building close professional relationships with existing and new high net-worth customers by anticipating their needs and providing the highest level of customer service.
• Developing a deep understanding of each client’s financial goals and provide tailored solutions to help them achieve their objectives.
• Maintaining high levels of compliance standards.
• Training and mentoring new employees.
• Assisting clients in navigating complex financial matters and offer strategic advice on high-value products, such as private banking services, retirement plans, and tax optimisation.
• Ensuring that clients receive a smooth and efficient experience in accessing banking services, from account setup to loan processing or investment services.
• Participating in both inbound and outbound campaign sales opportunities.
• Conducting periodic reviews of clients' portfolios to ensure they remain aligned with evolving financial goals and market conditions.
• Reviewing operational procedures and implementation to ensure the highest degree of integrity is achieved.

Throughout this role I have demonstrated my resourcefulness and initiative in retaining customers who are at risk of leaving the bank. This relied on exceptional product knowledge and negotiation skills. My abilities earned me the promotion to my next role.

Responsible for:

• Build and maintain strong relationships with existing home loan customers, ensuring their ongoing satisfaction and loyalty.
• Proactively reach out to customers to identify potential issues, concerns, or opportunities for refinancing or product adjustments before they consider leaving.
• Making outbound calls to current home loan customers, particularly those who may be at risk of leaving, to discuss their financial needs and offer tailored solutions.
• Educating customers about their home loan options, available promotions, and product features to improve their experience and satisfaction.
• Achieving Retention Targets and KPIs.
• Meeting or exceed retention targets set by the company, ensuring a high percentage of customers choose to stay with the bank after considering other options.

My involvement in efficiency based undertakings was evident in this position. They focus on lead generation, sales performance, customer relationship management, and compliance—all while working toward the goal of achieving sales targets and providing exceptional service.

Responsible for:

• Identify and engage with potential customers through outbound calls, targeting individuals or businesses that would benefit from St George Bank's products and services.
• Actively promote and sell a range of banking products, including personal loans, home loans, credit cards, insurance, and savings accounts.
• Educating customers on the benefits of various products and services, highlighting how they align with their financial objectives.
• Conducting in-depth conversations with prospects to understand their financial situation, needs, and pain points, offering customised solutions to meet those needs.
• Meeting or exceed individual sales targets and Key Performance Indicators (KPIs) for new account acquisition, loan approvals, and other banking products.
• Ensuring that all sales activities comply with St George Bank’s policies, regulatory requirements, and industry standards.
• Accurately recording customer information and sales details in CRM system to maintain up-to-date and compliant records.

• During high school studies I took employment with Target Australia Pty Ltd where through my demonstrated maturity I was made a Register Supervisor responsible for addressing customer issues and keeping the traffic flow