FEBBY Testolin
Georges Hall,NSW
Summary
I am a detail-oriented job seeker eager to contribute to the banking sector. With a solid background in customer service and financial operations, I excel in building strong client relationships and addressing their needs effectively. My strong communication and problem-solving skills enable me to deliver high-quality service and support in a professional environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Personal Banking Advisor
Westpac
Liverpool, NSW
06.2024 - Current
- Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
- Conducted risk assessments for high-value transactions to prevent fraud and financial loss.
- Conducted regular reviews of clients' accounts to ensure they are meeting their financial objectives.
- Completed thorough and accurate documentation for money movements, deposits or withdrawals.
- Advised customers on bank products, services and financial planning options.
- Reviewed loan applications from potential borrowers and determined creditworthiness according to bank policies.
- Responded promptly to customer queries and complaints to find solutions and diffuse tension.
- Maintained and built strong client relationships through quality, personalized interactions.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Informed customers of procedures for depositing checks and applying for ATM cards.
- Balanced cash drawers on a daily basis.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Opened new checking, savings and lines of credit for customer accounts.
- Followed up on requests from customers in a timely manner.
Flexologist
StretchLab
05.2022 - Current
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Self-motivated, with strong sense of personal responsibility.
- Worked well in team settings, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Provided professional services and support in dynamic work environment.
- Skilled at working independently and collaboratively in team environments.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Grew customer base through word-of-mouth referrals based on customer satisfaction and results.
- Explained exercise modifications and contraindicated movements to participants with history of injury.
- Trained over 50+ clients during assisted stretching.
- Motivated clients to stay on track with mobility/flexibility goals with positive and friendly approach.
- Developed specialized programs for athletes of all levels to reach flexibility/mobility goals.
- Assisted clients with personal flexibility/mobility goals through realistic objectives.
- Implemented new and creative exercise routines to keep participants motivated.
- Assisted individuals in setting achievable flexibility/mobility goals, monitoring progress for success.
- Promoted safe and inclusive environment for club clients and members.
- Created comprehensive stretch programs tailored to needs and goals of each individual.
Administration Manager
Active Towing & Transport Pty Ltd
08.2020 - 11.2021
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of staff.
- Assigned tasks and directed team of tow truck drivers.
- Established and monitored goals and conducted performance reviews for staff.
- Completed Weekly payroll for 6 employees.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Maintained open communication with customers to foster positive relations and provide updates on issues.
- Interacted with customers by phone, email, or in-person to provide information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Edited documents to improve accuracy of language, flow, and readability.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Monitored and oversaw general cleaning of office in line with company cleanliness standards.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Client Service Representative
Macquarie Group
03.2015 - 07.2017
- Answered over 60 calls per shift to meet fast-paced call center demands.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Responded to customer calls and emails to answer questions about products and services.
- Processed debit and credit card and electronic check payments.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Communicated with clients regarding account services, statements, and balances.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Processed debit and credit card and electronic check payments
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Boosted customer service satisfaction ratings through consistent quality control
- Met customer call guidelines for service levels, handle time and productivity
- Investigated and resolved customer inquiries and complaints quickly
- Maintained detailed records of customer interactions and transactions for future reference.
Sales Assistant
Suite Boutique
11.2015 - 03.2016
- Assisted customers locate products and checked store system for merchandise at other sites.
- Worked independently with minimal supervision.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Built relationships with customers and community to promote long term business growth.
- Opened new merchandise and stocked sales floor racks and shelves.
- Set and achieved company defined sales goals.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Assisted customers with prompt and polite support in-person and via telephone.
- Assisted customers with prompt and polite support in-person and via telephone
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff
- Established rapport with customers using active listening and interpersonal skills
- Fielded customer questions to share information about products, availability, and pricing
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing
Customer Service Specialist
IINET
06.2014 - 11.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Monitored customer accounts to identify and rectify billing issues.
- Provided excellent customer service, developing and maintaining client relationships.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer calls and emails to answer questions about products and services
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
Education
200 Hour Teacher Training Certification -
Yoga Renew
ONLINE03.2022
High School Diploma -
Bakstown Senior College
Bankstown, NSW11.2013
Skills
- Planning and Prioritization
- Training and Development
- General Management and Administration
- Customer Inquiries
- Customer Loyalty
- Community Relationships
- Documentation
- Business Needs Identification
- Service Quality Standards
- Employee Timesheet Processing
- Job Assignments
- Team Goals
- Cash handling
- Cross-selling techniques
- Client relationship building
- Regulatory compliance
- Effective communication
- Loan processing
- Customer service
Certification
- Certified Yoga Teacher, YogaRenew - March 4th 2022
Restorative Yoga / Hatha Yoga
Completed my 200hr certification to teach Hatha / Vinyasa styled classes.
Timeline
Personal Banking Advisor
Westpac
06.2024 - Current
Flexologist
StretchLab
05.2022 - Current
Administration Manager
Active Towing & Transport Pty Ltd
08.2020 - 11.2021
Sales Assistant
Suite Boutique
11.2015 - 03.2016
Client Service Representative
Macquarie Group
03.2015 - 07.2017
Customer Service Specialist
IINET
06.2014 - 11.2015
200 Hour Teacher Training Certification -
Yoga Renew
High School Diploma -
Bakstown Senior College