Leon Guo
Melbourne,VIC
Summary
Results-driven banking professional with 13 years of experience in the banking industry. Proven track record of enhancing customer sales and service, leading to substantial business growth and consistently surpassing performance metrics. Skilled in team collaboration and problem resolution, effectively contributing to strategic initiatives in a fast-paced banking environment.
Overview
11
11
years of professional experience
Work History
Relieving Officer
Commonwealth Bank of Australia
Melbourne, VIC
05.2018 - Current
- Collaborated with area branch support manager and 10 teams to achieve exceptional business outcomes.
- Streamlined branch operations, prioritizing lending business and boosting revenue by 50%.
- Demonstrated leadership through process improvements and training of new employees.
Branch Concierge
Commonwealth Bank of Australia
The University Of Melbourne , VIC
06.2015 - 06.2016
- Executed workforce planning and floor management to enhance operational efficiency.
- Achieved highest customer satisfaction in CBD area, evidenced by NPS scores.
- Educated customers on digital and self-service facilities to elevate overall experience.
- Fostered culture of open communication among team members to promote collaboration.
Customer Banking Specialist
Commonwealth Bank of Australia
Melbourne Inner East And CBD, VIC
04.2014 - 05.2016
- Identified and fulfilled complex financial goals by recommending suitable products and services.
- Achieved business growth through first- and third-party referral channels targeting Asian communities.
- Recognized by regional manager for exceptional customer service with a focus on client needs.
Education
Master of Commerce (2nd Honours) - Accountancy And Marketing
RMIT University
Melbourne, VIC07.2010
Certificate III in Financial Services -
Commonwealth Bank of Australia
Skills
Driving business outcomes
Customer service excellence
Sales expertise and development
Effective interpersonal relations
Fluent in English and Mandarin
AWARDS
Customer experience survey champion (2014-2015, The University of Melbourne)
Customer digital and self-service education at over 80% conversion rate, 2016, University of Melbourne, CBD
Over 250 successful mortgage lending referral opportunities in nine months (2017, Collins St, Tier 1, Melbourne CBD)
Over 50 successful Premier Banking referral opportunities in six months, 2018, Melbourne Centre, Tier 2, Melbourne CBD
Over 100 successful share trading client referrals (CommSec) in six months (2019, Swanston St, Tier 1, Melbourne CBD)
99 successful mortgage lending referral opportunities during relieving role in six months, 2021, Docklands Tier 3 Melbourne CBD
Customer service champion (NPS) of the year, consistently achieving multiple advocacy scores from customers, and recognized by the group regional general manager (2021-2022, VIC Melbourne CBD Area Admin)
WHAT I DO
I believe success and banking are personal. As a personal banker, I grow with clients, addressing their unique lending & deposit needs via tailored expertise.
My focus: Meet diverse needs, drive great outcomes, and boost financial well - being for individuals, businesses, and communities—prioritizing long - term financial health over mere transactions.
On the Area Administration Team, I collaborate with 10 Melbourne CBD branches. I empower branches to help customers succeed and partner with referral networks to fulfill client goals.
With 13 years at Commonwealth Bank Australia, I aim to share learnings to help aspiring professionals grow.
My philosophy: Nurture cross - cultural talent. Connect mentors/mentees for relationships built on encouragement, feedback, trust, respect, and a drive to learn—lifting each other for collective success.
Timeline
Relieving Officer
Commonwealth Bank of Australia
05.2018 - Current
Branch Concierge
Commonwealth Bank of Australia
06.2015 - 06.2016
Customer Banking Specialist
Commonwealth Bank of Australia
04.2014 - 05.2016
Master of Commerce (2nd Honours) - Accountancy And Marketing
RMIT University
Certificate III in Financial Services -
Commonwealth Bank of Australia
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