Kasturi Shanmugam
Port Melbourne
Summary
A highly driven Senior Associate Specialist with over 19.5 years of extensive sales experience, dedicated to contributing to the development of an innovative and globally leading brand. Adept in professional account management, fostering long-term client relationships, and consistently surpassing business objectives through strategic vision and execution.
Professional with proven track record in managing diverse projects and delivering high-impact results. Known for exceptional problem-solving skills and ability to work seamlessly with cross-functional teams. Reliable and adaptable, consistently aligning with evolving business needs while maintaining strong focus on achieving results.
Overview
36
36
years of professional experience
Work History
Senior Associate, Transactional Banking – Corporate & Institutional
National Australia Bank
01.2022 - Current
- Proactively manage a pipeline of transaction banking opportunities, delivering tailored, innovative solutions to meet client needs.
- Collaborate with relationship teams to enhance product performance and drive business growth.
- Coach and support bankers to build product knowledge and strengthen client engagement.
- Ensure effective risk and compliance management through timely handling of incidents, breaches, and change-related risks.
- Resolve customer complaints efficiently and professionally, maintaining high service standards.
- Maintain strong operational discipline, with timely deal reviews, accurate reporting, and robust contract management.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
Senior Retention Banker, Transactional Direct
National Australia Bank
01.2018 - 01.2022
- Execution of repricing requests vs current transactional banking arrangements to retain relationships (including fee reviews, upgrades, and tech changes)
- Early identification, escalation, and remediation of customer issues.
- I assist our bankers to help customers achieve their financial goals over the phone. I aim to deliver exceptional customer experience every time by providing the solutions and to manage cashflow.
- Demonstrate exceptional customer service by delivering the Customer Service Standards every time
- Attract and retain customers by understanding what drives business growth
- Elevate my team’s performance by building capabilities and role modelling NAB values.
- Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
Senior Sales Associate, Transactional Direct
NAB
01.2006 - 01.2018
- I manage the execution of repricing requests in alignment with current transactional banking arrangements, ensuring the retention of key client relationships through fee reviews, service upgrades, and technological enhancements. I proactively identify, escalate, and address customer issues to ensure timely resolution and satisfaction.
- In my role, I collaborate closely with bankers to help customers achieve their financial objectives, offering tailored solutions and effectively managing their cash flow needs over the phone. My focus is on delivering an exceptional customer experience with every interaction, consistently meeting and exceeding customer service standards.
- I am committed to attracting and retaining clients by understanding the drivers of business growth, and I take a proactive approach to elevate my team's performance by building capabilities and modeling NAB's core values in every aspect of our work.
Customer Service Specialist
Citi Bank Malaysia
01.1997 - 01.2000
- Interacts with customers via telephone, email, or in person to provide support and information on an assigned product or service.
- Ensures that appropriate actions are taken to resolve customers problems and concerns.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
- Performs other related duties as assigned.
International Flight Attendant
Malaysia Airline
01.1989 - 01.1992
- Professionally engaged with passengers to enhance satisfaction and consistently exceed expectations throughout the duration of the flight, delivering exceptional service at all times.
- Provided reassurance and comfort to passengers during periods of turbulence and unavoidable delays, ensuring a calm and positive experience.
- Delivered food and beverage services from the refreshment cart, while also providing detailed information on in-flight offerings, contributing to an elevated customer experience.
- Operated in strict adherence to all airline and federal aviation regulations, ensuring full compliance with safety and security protocols at all times.
- Coordinated seamless communication between the flight deck and cabin crew, ensuring smooth operations and effective issue resolution both before and during the flight.
- Facilitated the boarding process by warmly greeting passengers upon boarding and guiding them to their designated seats, ensuring an efficient and welcoming experience.
- Regularly attended workshops and training sessions focused on customer service excellence, conflict resolution techniques, and safety procedures, remaining up-to-date with evolving industry standards and best practices.
Education
High School Diploma -
04.1998
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Kuala Lumpur Metropolitan University
AFSL (Australian Financial Services) Tier 2 Accreditation - undefined
Skills
- Strong analytical skills with a keen attention to detail and a proven ability to solve complex problems effectively
- Exceptional communication skills, both written and verbal, with the ability to influence and negotiate across diverse stakeholder groups
- Fluent in English, Malay, and Tamil, enabling effective cross-cultural communication
- Expertise in project management and business development, driving strategic initiatives and growth
- Extensive experience in sales, with a strong background in developing and executing sales plans and proposals aligned with business objectives
- Finance
Timeline
Senior Associate, Transactional Banking – Corporate & Institutional
National Australia Bank
01.2022 - Current
Senior Retention Banker, Transactional Direct
National Australia Bank
01.2018 - 01.2022
Senior Sales Associate, Transactional Direct
NAB
01.2006 - 01.2018
Customer Service Specialist
Citi Bank Malaysia
01.1997 - 01.2000
International Flight Attendant
Malaysia Airline
01.1989 - 01.1992
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Kuala Lumpur Metropolitan University
AFSL (Australian Financial Services) Tier 2 Accreditation - undefined
High School Diploma -
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