Liam Smith
Strathfieldsaye,Victoria
Summary
I bring a 'can do' attitude to everything I do in life, whether that be my professional work environment, or my sporting life. I have a passion for people & fostering an environment in which they can thrive. Providing an environment where people feel safe & empowered is something I value. I will bring a new energy to the team that is infectious to other to follow.
Overview
18
18
years of professional experience
Work History
Team Leader
Bendigo & Adelaide Bank (Up Bank)
06.2023 - Current
- Overseeing the day-to-day operational running of my assigned Support team & wider teams.
- Monitored team performance and provide constructive feedback to increase productivity and maintain quality standards.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Responsible for team rostering.
- Driving & building processes for continuous improvement of both system & process.
- Assisting in defining team structure, standards, processes and responsibilities.
Digital Support Officer
Bendigo & Adelaide Bank (Up Bank)
08.2022 - 06.2023
- Support Up’s customers via phone/SMS, email, and live chat
- Gather feedback from customers on how to improvement suggestions and ideas for the app
- Complete all day-to-day operational activities for Up
- Work with others to improve Up’s processes and procedures
- Help identify and resolve any issues a customer might have
Assessment Officer
Bendigo & Adelaide Bank
04.2021 - 08.2022
- Managing the customer home loan experience through broker initiation
- Managing my own pipeline of customer home loans
- Project work
- Team Leader (remotely) of the team of 15 for a 2 month period to cover leave (May-July 2022)
- Overseeing operational performance of the branch
- Dealing with escalations with both staff conflict & hostile customers
- Hiring staff & performance management of staff
- Providing regular constructive feedback
- Generate loan activity leveraging my strong referral network
- Developing strategies to grow the business and reputation of the brand
- Manage and promote strong and effective relationships with staff, customers, and various stakeholders
- Support development and continual quality improvement across the branch
- Provide high level knowledge of: policies & products.
Branch Manager
Bendigo & Adelaide Bank
09.2020 - 04.2021
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
Assistant Branch Manger
Bendigo & Adelaide Bank
01.2020 - 09.2020
Customer Relationship Manager
Bendigo & Adelaide Bank
07.2017 - 01.2020
Customer Relationship Officer
Bendigo & Adelaide Bank
12.2014 - 07.2017
Accounts Manager - Mortgage Help Centre
Bendigo & Adelaide Bank
12.2013 - 12.2014
Customer Service Officer
Bendigo & Adelaide Bank
03.2010 - 12.2013
Customer Service
IGA Strathfieldsaye
06.2006 - 03.2010
Education
Bendigo Senior Secondary College
01.2009
Skills
- Relationship building
- Proficient time management skills
- High levels of interpersonal skills and emotional intelligence
- Motivated to work independently or within a team
- Thrive on adapting with change
- Innovative and creative
- Proactive and driven
- Leadership and mentoring
- Refined skills in risk awareness and mitigation
- Excellent written and verbal communication
- Deescalation and composure in high demand and high-pressure situations
References
- Tyson Thomas, Support Manager, Up Bank, 0413242500
- Maggie Gleisner, Scope ICON Social Connections, Coordinator, mgleisner@scoreaust.org.au, 0448849786
- Mat Christie, Club Treasurer/Friend, Golden Square Cricket Club, 0400948083
Additional Information
Volunteer work at Soup Kitchen, Kangaroo Flat Rotary and Let's Chat Park.
Golden Square Cricket Club senior woman's coach for 1 season 2019/20.
Golden Square Cricket Club senior men's coach for 3 seasons from 2021/22 > 2023/24.
Timeline
Team Leader
Bendigo & Adelaide Bank (Up Bank)
06.2023 - Current
Digital Support Officer
Bendigo & Adelaide Bank (Up Bank)
08.2022 - 06.2023
Assessment Officer
Bendigo & Adelaide Bank
04.2021 - 08.2022
Branch Manager
Bendigo & Adelaide Bank
09.2020 - 04.2021
Assistant Branch Manger
Bendigo & Adelaide Bank
01.2020 - 09.2020
Customer Relationship Manager
Bendigo & Adelaide Bank
07.2017 - 01.2020
Customer Relationship Officer
Bendigo & Adelaide Bank
12.2014 - 07.2017
Accounts Manager - Mortgage Help Centre
Bendigo & Adelaide Bank
12.2013 - 12.2014
Customer Service Officer
Bendigo & Adelaide Bank
03.2010 - 12.2013
Customer Service
IGA Strathfieldsaye
06.2006 - 03.2010
Bendigo Senior Secondary College
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