Summary
Overview
Work History
Skills
Timeline
Generic

Kira Stemm

Lakelands,WA

Summary

Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.

Overview

4
4
years of professional experience

Work History

Team Leader

NAB
04.2023 - Current
  • Supervised and guided bankers to enhance NAB Messaging performance.
  • Analyzed chats per hour and chat average handling time.
  • Provided coaching for non-compliant transcripts to align with standards.
  • Identified training opportunities from chat evaluations.
  • Managed system issue resolutions efficiently.
  • Managed escalations for challenging customer concerns.
  • Conducted monthly evaluations of performance and skills.
  • Monitored risk factors to maintain adherence around credit card closures.

Digital Customer Service Advisor

NAB
03.2021 - 04.2023
  • Provided assistance with Internet Banking queries swiftly.
  • Responded to customer inquiries on platforms such as Facebook, Twitter, Google Plus and Google Play store.
  • Ensured secure handling of all client information.
  • Maintained adherence to schedule and compliance requirements.
  • Ensured compliance with policies and procedures.
  • Collaborated with internal teams to promptly resolve customer inquiries.
  • Promoted digital-first banking experiences for customers.
  • Succeeded in reaching key performance indicators.
  • Acted as Subject Matter Expert (SME) for the business unit.
  • Led team Risk Huddles, demonstrating effective risk management.

Skills

  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Team motivation
  • People management
  • Coaching and mentoring
  • Documentation and reporting
  • Performance improvement
  • Goal setting
  • Conflict resolution
  • Leading team meetings
  • Relationship building
  • Coaching

Timeline

Team Leader

NAB
04.2023 - Current

Digital Customer Service Advisor

NAB
03.2021 - 04.2023

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Kira Stemm