George Potres

As a Customer Relations Consultant, I work closely with various stakeholders to resolve complex customer complaints related to the Bank's services

• Demonstrating strict adherence to RG271 to effectively mitigate risk and ensure compliance with guidelines
• Complex complaint handling to remediate issues before being referred to AFCA
• Commercial decision-making to assess whether a case is best resolved with a goodwill gesture credit, considering that AFCA fees could potentially amount to thousands
• Liaising with multiple internal departments to investigate each case and determine the appropriate action to take
• Engaging with stakeholders to communicate outcomes and mitigate the risk of recurring issues.

The Customer Relationship Specialist role was a Retention and Lending based role for existing customers

• Identifying the underlying reasons and motivations for customers seeking to refinance and providing tailored solutions, including loan restructures, rate discounts, and additional lending options
• Ensuring a positive customer experience by making clients feel valued and respected during phone interactions
• Achieved a discharge save rate of over 50%, successfully retaining the business of clients who intended to discharge their loans
• Drafting new loan contracts to ensure compliance with regulatory standards and meet client needs effectively
• Conducting pre-service assessments to evaluate clients' loan serviceability effectively
• Facilitating additional lending on existing contracts to meet clients' evolving financial needs
• Coordinating with Business Development Managers to address requests from the broker network.

As a Customer Service Consultant, I was proficient in managing inquiries related to deposits, loans, and credit card products

• My responsibilities included servicing inbound calls, assisting customers with product changes, and resolving a variety of customer issues
• Provided assistance to customers with general inquiries about product offerings
• Supported customers in resolving product-related issues they encountered.

As a freight handler, my primary responsibility involved managing and processing deliveries to the StarTrack Tullamarine warehouse

• Assisted business owners and delivery drivers with inquiries and the loading and unloading of freight
• Reviewed and organised incoming and outgoing freight
• Participated in toolbox meetings to align with the goals set by the company
• Utilised RF scanners to accurately pack and prioritise freight.

In my role as a Manager, I supervised staff, managed rostering, facilitated cargo handling, and addressed customer inquiries

• Managed a team of over 30 employees
• Rostering three different departments on a weekly basis, including groceries, delicatessen, and produce handlers
• Managing staff payments, entitlements, and benefits using MYOB software
• Prioritised deliveries for up to 10 different businesses daily, located in the western and south-western regions of Melbourne
• Handled stock orders for a large wholesale company that regularly supplied major naval companies for long-haul transport.